SABIO LTD

Avaya Experience Platform Customer Experience Software and Cloud Solutions

AXP is a cloud contact centre solution with an API first architecture, enabling customisation and integration with your existing infrastructure. AXP empowers businesses with automated and assisted omnichannel capabilities, AI, realtime and historic reporting and analytics, workforce engagement, journey tracking. Delivering exceptional customer experiences across onmichannels.

Features

• Flexibile deployment CCaaS across onpremise, hybrid and public clouds.
• Maximises ROI through efficient orchestration and deployment capabilities.
• Unified contact centre applications for communications, reporting and workforce engagement.
• Simplified omnichannel interactions with automated routing and selfservice features.
• Rapid AI deployment for realtime customer interactions and assisted services
• Streamline QA, ensure compliance, track interactions, and drive improvement.
• Comprehensive analytics suite for predictive planning and trend forecasting.
• Omnichannel excellence for customised customer insights and experiences.
• Expanded system functionality through seamless API integrations with thirdparty platforms.
• Trusted service for CX evolution with continuous service improvement expertise

Benefits

• Cloud at your pace, you way, empowering CX innovation
• Innovation, access latest features and capabilites easily from Cloud CCaaS
• High availability, scalability for uninterrupted operations, flexible cloud, onpremise deployment
• Elevate experiences with intelligent automation, digital channels, AI and insights
• Reduce IT burden and reliance empower teams with adaptable solutions
• Boost efficiency and morale, intuitive tools, automation and assistive services
• Enhance experiences with artificial intelligence capabilities, API integrations and widgets
• Gain insights with realtime and predictive analytics
• Securely managed, monitored cloud platform with comprehensive support.
• Ensure data protection, compliance, and confidence with robust security.

£40.00 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 mark.williams@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

819504521609210

Contact

Mark Williams
+447572459606
mark.williams@sabiogroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Constraints may apply to specific configurations where the solution is deployed in hybrid models. Sabio will work with the Buyer to define constraints based on the solution to be deployed.
• System requirements:
  • Chrome, Edge Chromium with Internet connection.
  • PCs with headsets for communication.
  • SIP for call ingress/egress.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Sabio offers a comprehensive ticket response service in answer to phone and online portal tickets.; Response times are driven by the severity of the issue. Our standard incident priority response times are:; Critical Priority 1 : 30 Mins ; High Priority 2: 1 Hour ; Medium Priority 3: 4 hours, ; Low Priority 4 and Service Requests: 8 hours; Support coverage hours range from 9x5 to 24x7 depending on the priority of the issues or request.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Sabio offers a comprehensive support package tailored to individual customer needs. Our support levels range from essential to success each designed to address varying requirements and budgets. Costs for these support levels are determined based on the specific needs of the client, following an assessment process guided by the SFIA rate card and pricing document associated with the Sabio Peform Services in Lot 3 - Cloud Support; ; For additional technical assistance, customers have the option to engage with our cloud support engineers, who provide specialised expertise in managing and troubleshooting cloud-based services. Access to these resources is also factored into the overall support package, with costs outlined transparently during the assessment phase.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sabio uses a thoroughly tested onboarding methodology, involving workshops aimed at gathering functional configuration details and outlining the migration journey with key stakeholders. Throughout the onboarding process, Sabio delivers persona-based training to prepare and support the client organisation for migration. While these sessions are usually conducted in person, remote delivery options are available for clients who are geographically dispersed or prefer virtual interaction.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS Word
  • MS PPT
• End-of-contract data extraction: User data can be exported on a number of formats. Specific processes will be provided to the Buyer based on the solution features used i.e. call recording, user data, screen recording etc
• End-of-contract process: At the end of the contract, typically, there's an engagement with Sabio Professional Services, tailored to the customer's needs. This engagement varies based on the client's requirements, including any additional applications. Ultimately, Sabio's PS team aims to ensure a safe migration of the AXP instance to another provider or platform with minimal disruption to the customer experience. Pricing for exit management will align to the applicable SFIA rate card

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • 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: AXP provides a browser based user interface which acts as a unified interface accommodating various user roles, including users, agents, supervisors, and platform administrators. Sabio frequently integrates additional functionalities to enhance user workflows. Authentication on AXP typically through SSO, ensures the security of this application and its enhancements, while access is regulated through role-based permissions.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The purpose of a Voluntary Product Accessibility Template, or VPAT, is to document the manner and extent to which a product satisfies the accessibility standards of Section 508 of the Rehabilitation Act Amendments; ; Avaya testing includes considerations for supporting assitance technologies: related to:; • Vision; • Hearing; • Manipulation; • Language, Cognitive, and Learning Abilities; ; Specific testing criteria can be found here: https://www.avaya.com/en/documents/vpat-avaya-workspaces-40.pdf?t=0
• API: Yes
• What users can and can't do using the API: Secure industry standard (REST, OpenAPI, WebSocket) Public APIs and SDKs enabling digital transformation and customizations to extend platform capabilities. For more information, please refer to developer portal at; https://developers.avayacloud.com
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customising the agent desktop is possible, integrating widgets to improve workflow and offer tailored services. Advanced capabilities enable Sabio to develop bespoke standalone desktop solutions and seamlessly integrate with other applications, such as CRM, through the embeddable framework.

Scaling

• Independence of resources: AXP architecture allow the following:; Horizontally scalable services, accessible by API; Large scale and high availability (HA) as a central aspect of the solution architecture; Zero downtime upgrades, where the HA model for all services minimises the impact on contact centre operations; ; AXP is hosted on the Microsoft Azure cloud platform, running on Azure Kubernetes Service (AKS) clusters. AKS handles the management of the platform, reducing operational overhead. ; ; AXP services are deployed on multiple AKS nodes, and these form an AKS cluster. An AKS cluster can contain multiple Availability Zones, which can contain one or more physical data centres

Analytics

• Service usage metrics: Yes
• Metrics types: Analytics for AXP is a microservices-based reporting solution that collects contact center events, translates them into measures and stores them in the reporting database. With these measures, you can create a suite of historical reports for AXP. The evolution of the Analytics for AXP reporting platform provides the ability to view and analyze AXP data through historical interaction dashboards and dossiers.; ; Analytics for AXP also offers a suite of measures for real-time dashboards to provide an immediate view of the key Contact Center KPIs to supervisors and Contact Center managers. You can view real-time reporting dashboards using Avaya Workspaces.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Avaya, Genesys, Verint, Microsoft, Nuance, Odigo, Amazon Salesforce & Google

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: No
• Datacentre security standards: Managed by a third party
• 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: Avaya employs vault technology to maintain trust and to ensure security and integrity. ; ; Secrets management: tokens, passwords, certificates, and API keys ; Key management: controlling the encryption keys used to encrypt your data ; Certificate management: PKI certificates play a central role in securing deployments. ; Strong encryption is achieved by using 2048-bit public/private key pairs to create unreadable records that can be stored safely. ; Keys support the encryption of API transactions, passwords, certificates, or cryptographic exchanges. ; Highly secure vault ensures the secure storage of security assets, backed by security module technology (certified compliance FIPS 140-2
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Administrators have the option to export data stored in platform data tables using the user interface.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: AXP uses encryption to protect all data in transit, at rest and In-Use.; Data in transit uses (TLS) version 1.3 (v1.2 supported) Cloud platform complies to FIPS 140-2 and NIST standards.; Key Vault Technology to maintain Trust and to ensure the security ; and integrity of:; Secrets Management - tokens, passwords, certificates, & API keys.; Key Management – controlling the encryption keys used to encrypt your data.; Certificate Management - deploy the platform that supports public ; and private TLS or SSL certificates.; AES256; 2048bit RSA public or private keypairs; Keys support the encryption of API transactions, passwords, certificates, or cryptographic exchange
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Sabio does not handle or store client data within our own network. All client related data is stored within their instance of AXP, with access fully managed by them.

Availability and resilience

• Guaranteed availability: Avaya Experience Platform has a target availability of 99.99%; Avaya reliability has measurable goals and deviations are promptly corrected. Everything is change-managed to ensure systems are updated smoothly. Incidents are interrogated and corrected. Avaya have consistently had more than 99.99% uptime and reveal all incidents and downtime on the Avaya status page; Service credit models can be applied for failure to achieve the target. These will be discussed with the Buyer based solution to be deployed
• Approach to resilience: AXP architecture allow the following:; Horizontally scalable services, accessible by API; Large scale and high availability (HA) as a central aspect of the solution architecture; Zero downtime upgrades, where the HA model for all services minimizes the impact on contact centre operations; ; AXP is hosted on the Microsoft Azure cloud platform, running on Azure Kubernetes Service (AKS) clusters. AKS handles the management of the platform, which significantly reduces operational overhead. ; ; AXP services are deployed on multiple AKS nodes, and these AKS nodes form an AKS cluster. An AKS cluster can also contain multiple Availability Zones (AZ), which can contain one or more physical data centres.
• Outage reporting: Public dashboard https://status.avayacloud.com/ provided the Avaya services availability, planned maintenance and current and historical incidents. You can subscribe to updates via email, sms, slack and more.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All access is encrypted and authenticated, ensuring secure entry. Controlled by a rules-based regime, access to specific information is carefully managed.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: 27/09/2021
• What the ISO/IEC 27001 doesn’t cover: Standard Certificate
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: SSAE SOC 2 Type 2

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: ISAME Cyber Essentials Plus; SSAE Soc 2 Type 2
• Information security policies and processes: The Sabio Information Security Policy aligns with the principles of the British Standard for Information Security - ISO/IEC 27002. We are dedicated to establishing and upholding an Information Security Management System rooted in international standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes must only be conducted by authorised and skilled personnel within IT roles (or by contractors, vendors, etc., authorised by Sabio Ltd). They are subject to auditable change management procedures in line with Information Systems Development and Maintenance Procedures, and relevant Financial Regulations where applicable. For further details, please contact us.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Sabio conducts regular internal and external vulnerability scans to detect security risks and deviations.; ; We implement a secure software development lifecycle model, encompassing code analysis, review, and dependency management. This includes a blend of human-driven and automated tools to identify risks early in the development process for Sabio-developed software.; ; Regular patching and updates of software/firmware are undertaken to maintain vendor support and mitigate potential vulnerabilities.; ; Operating on a risk-based model, we harness software/technology to streamline and prioritise our efforts.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sabio leverage multiple monitoring solutions feed into our single event management platform and surfaced into our Support Operations Tool (Service Now).; ; Monitoring solutions include SolarWinds, DataDog, Prometheus, Grafana, OpsGenie, Google Monitoring, all fed into our 24x7x365 NOC / SOC.; ; When an incident is received by Service Centre it is put through our ITSM based process and follows a structured handling flow which prioritisation and escalation including major incident management built into the framework.; ; Security related events are notified to the SOC and picked up by specialist security trained resources for immediate triage and remediation.
• Incident management type: Supplier-defined controls
• Incident management approach: The Sabio incident management process is based on the ITIL framework with Incident Management flowing into Problem and Change Management where appropriate.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Net Zero; We have set a goal to achieve net zero emissions by 2050. ; In 2022, Sabio established a Sustainability Steering Committee to drive our sustainability practices. We are currently selecting a framework to guide our 3-5-year plan.; We’re partnered with Carbon Responsible to track and assess our carbon footprint which has ena-bled us to baseline our data, identify areas for emissions reduction, and consider our path to setting targets. ; In our offices, we recycle, reduce waste, and plan to further decrease our resource impact. We are also working with suppliers to extend the life of resources like IT equipment.; Most of our offices are now powered with renewable energy, which is a goal across all locations. ; Sabio has a partnership with Ecologi, a climate positive B Corp organisation that has made remarkable strides in addressing climate change. ; Activities Sabio will deliver ; • Continuing to work with suppliers and landlords to switch to renewable energy. ; • Reviewing ULEZ car scheme for better air quality. ; • Regular employee training and feedback sessions for environmental impact ideas.; Training ; We are in the process of enhancing Sabio’s “Go Green at Work Guide” to conduct business internal-ly and with clients with the most sustainable as the first choice and preferred option. ; Supply Chain ; We ask suppliers about their Carbon Reduction plans and working towards evaluating our supplier's environmental practices. ; Prioritising sustainability in procurement through:; • Purchasing sustainable materials from responsible suppliers.; • Implementing waste and recycling programmes.; • Integrating environmental considerations, focusing on energy-efficient hardware, responsible disposal, and contribution to the circular economy.; • Sustainability-focused Supply Chain Management policy.

  Wellbeing

  Accessible Recruitment ; Equality, Diversity, and Inclusion is embedded into our recruitment systems and processes. We utilise diversity recruitment software to reduce bias by obscuring an applicant’s identifying factors be-fore interview stage.; We are an equal opportunities employer and include a reflective statement on all job advertisements and prioritise advertising vacancies where possible across several diverse job boards. This is also reflected in our “Wellbeing Companion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbeing.; Workforce Wellbeing Support ; The well-being of our colleagues is important to us, which is why we continue to build a network of Mental Health First Aiders across the organisation. We have also introduced an anonymous SMS line for Sabio colleagues to reach out and get support. This is also reflected in our “Wellbeing Company-ion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbeing.; Acting on Issues ; To effectively address any issues, we have implemented robust policies, and processes aimed at prompt action and resolution. ; Training and Awareness ; Recognising the importance of supporting individuals through life transitions such as perimenopause and menopause, we offer comprehensive resources, training, and support. ; Community-led Volunteering; Our volunteering days programme reflects one of our core business values which is to ‘Build Social Value’. We encourage colleagues to contribute their time and/or expertise to a cause close to their heart. Whether it's using their professional skills to mentor students, helping non-profits with market-ing strategies, or lending a hand to local charitable organisations. ; We are partnering with a charity to foster diversity in tech through coding education and another to empower homeless individuals, supporting both through volunteering initiatives.; We also support charitable causes through our charity match funding policy.; Armed Forces Covenant ; We have signed a commitment to the armed forces covenant.

Pricing

• Price: £40.00 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Sabio work with Buyers to proof of concepts including contact centre functionality for agents, supervisors and administrators. All trials need to be discussed with and subject to approval Sabio. No integrations or customisation will form part of the POC. SLAs do not apply. POCs are limited to 30 days.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 mark.williams@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.