VOICESCAPE LIMITED

Voicescape Conversational AI Platform - EVA

EVA powered by DRUID is an end-to-end platform for building conversational business applications and virtual assistants specialised in completing business task. EVA offers users the ability to ask questions and get accurate responses, but also to perform complex tasks by integrating with multiple existing or legacy applications in the organisation.

Features

• Integrated with ChatGPT for enhanced interactions
• Comprehensive Assistance: EVA aids repairs, maintenance, and contact centres
• Visual Support: Upload images for clearer issue communication
• Efficient Appointment Management: Simplify bookings and reduce no-shows
• Compliance Management: Handle checks within compliance parameters
• In-House Escalation: Prioritise issues like Damp, Mould, Mental Health internally
• Multi-Channel Access: Use EVA across various platforms
• Personalised User Experience: Different personas for defined purposes
• EVA continues to learn, featuring centrally-managed trained databases
• Knowledge Base provides 24/7 support for employees and residents

Benefits

• Improved Efficiency: Reduces call centre traffic, wait times, operational costs
• Enhanced Employee Satisfaction: Empowers staff with quick access to information
• Boosts resident satisfaction with more first-time resolution
• Reduces financial loss from tenancy voids and streamlines processes
• Occupancy Optimisation: Ensures the earliest property availability for occupation
• Reduced No-Shows: Minimises resident no-shows for appointments
• Intelligent Scheduling: Manages appointments more effectively
• Safety Prioritisation: Addresses high-priority issues promptly for resident well-being
• Personalised User Experience: Tailored personas enhance user engagement
• Knowledge Base: Quick access to information, reducing response times

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@voicescape.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

771239065460101

Contact

Bill Williams
0161 884 3598
sales@voicescape.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our software services act as an extension to existing software applications without the need for complex system integrations.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Our software services act as an extension to existing software applications without the need for complex system integrations.
• System requirements:
  • Requires a client side Druid Connector installed
  • Requires a cloud based Druid platform dedicated environment
  • Requires test and live connectors and servers for version control
  • Requires client side SQL database for hosting conversation logs
  • The knowledge base needs a data review of report repository

User support

• Email or online ticketing support: Yes
• Support response times: The help desk is available from 9:00am to 5:30pm, weekends and bank holidays excluded. (out of hours support may be requested and agreed in advance). Support requests may be logged 24 hours a day and 7 days a week via support@erpa.raisaticket.com. The response time will start from the start of the next working day. The first response time will be no longer than four hours and often much quicker
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We ask clients to set up Teams channels for client communications, for GDPR purposes
• Onsite support: No
• Support levels: Support is provided via remote access to investigate and resolve issues, that are predominantly environmental changes affecting the software robot. Support is billed in pre-bought tokens, which are an hour each at £150 per token, minimum spend applies, and drawn down in 15 minute increments. The support is usually, but not exclusively, carried out by the software developer who built the solution on a client's behalf.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: User documentation is provided as is online training through the Druid Academy
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Most data is held client side. Activity logs are held both client side and in the client cloud (if relevant). No client data is held in the Druid cloud. Any data held on our company servers or devices for the purposes of reporting, testing and development will be returned and removed from company servers & devices within 30 days.
• End-of-contract process: The contract will comprise annual licence costs, solution development costs for the automation and optional support costs, as agreed, for continued support post go live sign off. The end of contract data extraction & removal actions apply.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: It is recommended that development be done on a wide screen, but the service can be used on any type of screen or messaging application. Interactions with the conversational business application are mobile enabled and optimised.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Druid platform is accessed via a secure web interface for both test and live deployments, with appropriate user access permissions and role types.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Internal testing; the UI is adaptable to accommodate those with partial visual impairment. Being web based can also integrate with online tools for on screen narration.
• API: No
• Customisation available: Yes
• Description of customisation: Conversation flows are fully customisable, using a low code drag and drop development canvas, which can be accessed by internally trained developers or third-party service providers. Out of the box solutions can also be installed and customised. The platform can also be adapted to reflect company branding.

Scaling

• Independence of resources: The platform has the ability to accommodate multiple simultaneous conversations, each conversation is independent and asynchronous, so resources are returned to the platform as soon as messages are sent.

Analytics

• Service usage metrics: Yes
• Metrics types: There is a comprehensive analytics and reporting dashboard as standard on the Druid platform, which is also customisable.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Licences for platform elements

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Druid Azure Hosted Platform: Protection of customer data stored within Azure Services is of paramount importance to Microsoft. All Azure hosted services are committed to providing Encryption at Rest options. Azure services support either service-managed keys, customer-managed keys, or client-side encryption. Azure services are broadly enhancing Encryption at Rest availability and new options are planned for preview and general availability in the upcoming months
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: On request
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Druid Azure Hosted Platform: Protection of customer data stored within Azure Services is of paramount importance to Microsoft. All Azure hosted services are committed to providing Encryption at Rest options. Azure services support either service-managed keys, customer-managed keys, or client-side encryption. Azure services are broadly enhancing Encryption at Rest availability and new options are planned for preview and general availability in the upcoming month
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Permission levels are managed and granted in agreement with clients.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Voicescape has policies that cover Information Security, Data Sharing, Internet Usage, GDPR, Network Access & Passwords, Information Security Incidents and AI Data Security. These are reviewed annually and circulated to all employees to confirm that they have read them. New employees are required to review all policies within one week of starting employment. We do not currently use third party contractors, but if we do in future they will be governed and contracted to our standards. The policies are controlled and updated by the Operations Director.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Life-cycle: New; Defined; Approved; Planned; Developed; Closed. • Classification: In terms of functional impact, a change request can: • Edit existing capabilities; • Add new capabilities. o In terms of origin, a change request can come from: • Internal (Chief Product Strategy, Sales & Pre-Sales, Delivery, Product Engineering, etc.); • External (Clients, Partners). o In terms of applicability, a change can be: • Particular (to a certain Client or certain platform version); • Mutualised (to other Clients, to all platform versions).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability Management will help minimise the potential of unauthorised scanning and audits that could cause downtime to critical systems or the network at DRUID. By requiring the completion of the Vulnerability Assessment Authorisation Form, we will ensure that those parties responsible to minimise risks potentially affecting the availability, integrity and confidentiality of the systems and information are aware and available to take action should something negative occur. The assessment process is meant to find vulnerabilities and give management the opportunity to minimise, accept or transfer the identified risk. Vulnerability Management components: • Vulnerability Assessment – identifying weaknesses on target entity
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Vulnerability assessments will be performed periodically on all DRUID computing resources when a systems security posture changes dramatically or important system/application is put into production. All Vulnerability Assessment tests will be performed by authorised staff following principles of due care and due diligence in order not to disrupt or negatively impact business service performance. All Vulnerability Assessment tests will be authorised and notified in advance, as well as penetration testing activity . Only in exceptional case the Vulnerability Assessment (and/or Penetrating Testing) can be done by the Third-Party Contractor.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an incident response team (tech support team) to determine the seriousness of reported vulnerabilities and work with the product development teams to issue a response to our customers in a timely manner. The security risks that might arise from the risk assessment and pen testing performed are logged in our ticketing system and handled with to priority by the development team. The fixes are pushed to production as hotfixes at the end of the sprint/ sprints where they are handled.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SanCert Global
• ISO/IEC 27001 accreditation date: Sunday 30 June 2024
• What the ISO/IEC 27001 doesn’t cover: There is nothing out of scope
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 264082b0-2069-45d3-a4d7-1861a27b5e7a
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@voicescape.com. Tell them what format you need. It will help if you say what assistive technology you use.