Digital Space Managed Services Ltd

Amazon Connect Cloud Contact Services

Flexible, cost-effective cloud based Contact Centre suited to the public sector bringing together an omni-channel experience along with the ability to integrate with other Digital Space solutions such as Automated Answer, Softphone, Wallboard, Webchat and Autodialler.

Features

• Scalable reliable, secure Cloud based contact centre solution
• Instant answering of incoming calls & chats 24/7/365
• Integrates with your existing solutions and infrastructure
• Scales with demand; no need to provision additional telephone lines
• Use GenAI to support agents and respond to questions automatically
• Integrated call recording, voice to text, sentiment analysis
• Quick to implement using an Agile approach
• Evergreen software
• Modular extendable solution to enhance your contact centre

Benefits

• No infrastructure, lines or SIP trunks to install or maintain
• Software-based configuration makes it easy to make changes
• Ability to use multiple brands of headset
• Visibility and insight into what customers are asking
• Support agents with a configurable enhanced softphone
• Digital Space support in addition to standard AWS support
• Enhance your IVR and customer experience
• Leverages Gen AI (Amazon Q) to support agents
• Integrates into 3rd party systems

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 afsheen.shaikh@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

796171603087581

Contact

Afsheen Shaikh
0333 220 0222
afsheen.shaikh@digitalspace.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: No

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: Integrates with Digital Space Automated Dialler and Digital Space Answer
• Cloud deployment model: Public cloud
• Service constraints: Requires a Firefox or Chrome web browser
• System requirements: Digital Space software, accessed via computer with an internet connection

User support

• Email or online ticketing support: Yes
• Support response times: Initial response is based on the priority of the request:; Critical: 10 minutes; High: 30 minutes; Medium: 30 minutes; Low: 1 day; Working hours in each case.; ; Further details on response and resolution times are provided in the Service Definition for our Digital Space AWS Managed Support Service.; ; This service is 24x7x365 and therefore response times remain consistent throughout the year.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Second and third line support is included in the price of the proposal: telephone Support, Email/Ticket Support (24/7 web-based support call logging), Remote Access Support and On-site Support. Standard support includes: Perpetual bug-fixes and software updates to support all legislative changes. ; ; A technical support manager will be assigned when dealing with any incident that may arise during the customer’s service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Digital Space has a defined on-boarding process where we work with customers to define the questions they would like the system to answer, how the customer may ask for the information and the approved response to be spoken. We work through this process using a tested information capture mechanism.; ; Onsite training is available along with user guides and FAQ documentation when deploying Amazon Connect services.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Data can be extracted for the customer upon request to Digital Space. All data will be delivered in its raw format via electronic means. Upon completion of the contract retained data will be charged for at our standard rates.
• End-of-contract process: Upon receiving notification of termination of contract your account will be closed and all service provision will cease. Your Digital Space data will be available for 30 days from the date of termination and can be exported from the Digital Space system in standard CSV files by the customer using standard data management tools. The data can be securely downloaded and, if necessary, Digital Space can perform intermediary services to extract the data in a specific CSV format at an additional cost (which will vary according to the volume and complexity of the data itself).
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service allows customers to interact with public sector organisations using the phone. Staff use a web based soft phone to answer calls and control the conversation. Additional features can include Wallboards, both personal and group. Webchat features on the softphone and other features to improve the Agents experience re show a job number captured via an automated question or show list of previously asked questions via automated questions or automated authentication. This will depend on the level of service procured.
• Accessibility standards: EN 301 549
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: The Digital Space solution is customisable to the needs of the customer. A number of admin configuration options are available. In addition, Digital Space consultancy services can assist in achieving a close to like for like migration from your previous solution and in addition improve on previous solutions. This customisation is performed by Digital Space after agreement and approval from the customer.

Scaling

• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. We work closely with AWS and monitor continuously to ensure that all customers receive the resources required for their service to run without impediment from others.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are provided as to how the system is operating over time including up time for the telephony service, wallboards to show number of calls that are waiting to be answered. This includes the number of calls received and processed along with the number passed to an operator. In addition, metrics on the popularity of subject matters are identified for useful intelligence.; ; Additional metrics can be offered as part of the build but will require development work.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Web Services (AWS)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: We use encryption with keys located and secured within the UK to ensure that data can only be accessed by users within the customer's account which Digital Space are in full control.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data via a support desk request ticket.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: AWS will use commercially reasonable efforts to make Amazon Connect available with a Monthly Uptime Percentage of at least 99.99% (the “Service Commitment”). In the event Amazon Connect does not meet the Service Commitment, customers will be eligible to receive a Service Credit as described below: https://aws.amazon.com/connect/sla/
• Approach to resilience: This service is built using AWS best practices and distributes the workload across three physically separate data centres in the London region. This means that the service would still run, even if a whole data centre were to be lost. We can provide further disaster recovery capability if required.
• Outage reporting: The Network Operations Centre (NOC) provides management alerts for any customer-affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world and include an audio conference bridge. ; ; The support organisation is included in the management notification group, and has a dissemination process for reporting to customers utilising a web-based support portal. Digital Space also provide email alerts to affected customers.; ; If more than one customer is affected, a master ticket is created and all customer portals are updated automatically if the master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Roles may be defined against individual users allowing them access to functions and data held within the platform. The user’s profile will restrict access to data which is provided as part of a report removing any backdoor access to restricted data.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

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
  • Other
• Other security governance standards: Digital Space holds ISO 9001: Quality Management Standard
• Information security policies and processes: We maintain policies and procedures aligned with the standard’s controls, covering critical areas including access control, cryptography, physical and environmental security, supplier relationships, incident response, business continuity, asset management and compliance obligations.; ; Key processes:; ; • Formal risk assessment and treatment reviewed in a monthly risk forum.; • Mandatory security awareness training for all staff, including phishing awareness simulations.; • Documented incident management and response procedures with post-incident learning.; • Regular internal management reviews, and independent external surveillance audits.; ; Our Head of Security has direct accountability for the ISMS and reports to the Head of Platforms, who in turn reports to the Chief Operating Officer (COO). This structure ensures security risks and decisions receive executive visibility and sponsorship.; ; Policy adherence is maintained through:; ; • Clear control ownership and accountability.; • Automated and manual monitoring of key controls.; • Control self-assessments and internal review programmes.; • Integration of security into change management, procurement and HR processes.; • Disciplinary measures for non-compliance.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Digital Space will maintain a change log of environmental controls and operate releases through our release manager. The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. ; ; Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including from the Architecture, Operations and Support departments to ensure that any change made has been assessed for potential security impacts.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The product security team ensures system security, consults with R&D and partners, to protect data. Cloud Security experts specialise in security research/innovative tool development. A ‘rapid response’ team reacts to emerging threats .; ; Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). The speed of patch deployment depends on the criticality. ; ; SLAs: ; • Critical within 24 hours; • High within 7 days; • Medium within 30 Days; • Low within 90 Days. ; ; The SIEM team reviews security bulletins from government and commercial security organisations to identify potential threats/vulnerabilities.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We record all login attempts and information can be extracted for analysis against organisational policies. ; ; Affected customer(s) will be notified through the support portal. All data customers are processing or storing on Digital Space systems is treated as sensitive, any suspected data loss is treated as a loss of "sensitive" data, and appropriate actions taken. ; ; Any notification processes are operated in parallel. Incidents will be responded to within 30 mins of the incident being raised by the customer. The outline of update frequency is provided in the support availability section of this template.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incidents can be proactively detected or reported by customers through defined service management processes. Incidents are reported through our internal 24-hour NOC for management. ; ; Senior management notification occurs during assessment of the incident scope. Affected customer(s) are notified through the support portal. Notification processes operate in parallel with incident resolution. ; ; The AWS support team handles customer-facing communications, including initial triage of incident reports and assessment of severity. Root cause analysis for security incidents or service outages, including cross-functional reviews, support customer facing incident reports provided by Digital Space.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 10 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Thursday 10 April 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 881ef178-c69f-40e4-b6f2-717688b3ef8a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D8592b31-0f5b-4b81-838c-bb45c83e9ab2
• Other security certifications: Yes
• Any other security certifications: ISO27017

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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 afsheen.shaikh@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.