OPSMATIX SYSTEMS LIMITED

Omnichannel Communications Automation with AI

We use AI to interpret unstructured communications (e.g. email, chat, text, voice), and provide the intent, context, case management, and transaction updates and automated responses required for resolution. We eliminate up to 100% of human effort in a single process – to cut costs, increase staff productivity, improve client service.

Features

  • AI (ML, NLP) processes unstructured data - emails, chat.
  • User Interface available.
  • Case management - can integrate with client's own.
  • Workflow - can fit in with client's own.
  • SaaS offering includes solution and AI model management.
  • Management Information in real time to view SLA performance.
  • Stringent Infosec Governance and other standards,EU GDPR 2016/679 compliant.
  • Cloud basis allows work from home.
  • AWS cloud architecture totally scaleable.
  • SaaS solution co-exists with existing infrastructure.

Benefits

  • Unstructured communications triaged - less manual effort.
  • Custs costs and frees staff for value added services.
  • Determines cases from content of input, automates processing.
  • Responses can be automated - no manual intervention.
  • Other systems updated automatically - no rekeying.
  • Updates cases with details from other systems - no rekeying.
  • MI monitors performance for SLAs, etc. in real time.
  • Allows escalation of cases.
  • Multilingual support.
  • Volumes can grow without hiring more staff.

Pricing

£50,000 a licence a year

Service documents

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 caroline.tonkin@opsmatix.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

8 3 1 4 1 8 3 2 6 4 1 3 1 2 9

Contact

OPSMATIX SYSTEMS LIMITED Caroline Tonkin
Telephone: 07900-287361
Email: caroline.tonkin@opsmatix.io

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Planned maintenance of our SaaS offering is communicated to clients as per the contract.
System requirements
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
Accordingly to the SLA in the contract
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
No
Support levels
Support costs are included in the price of our SaaS offering. Clients contact our Service Desk where our Service Desk representative will log and triage the issue for resolution according to the SLA in the contract.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Typically, our clients' project staff will train their staff.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All data within the SaaS offering is sent to Opsmatix to process, then is returned to the client - therefore the data is already available to the customers in their own datastore(s).
End-of-contract process
We will offload any data requested as requested by the client. General terms as to the end-of-contract process can be agreed with the client according to the client's needs.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Responsive UI
Some views will be structured differently or provide details on multiple views where dictated by screen real-estate
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
The interface is configured to the client use case but is generally a variation on case management and so allows viewing and maintaining cases / tasks including management dashboard and reporting views.
Accessibility standards
None or don’t know
Description of accessibility
Features depend on the business use case configuration and are agreed with the client during analysis.
Accessibility testing
None on the current interface as we are in the process of rewriting it. Future interface will be tested for accessibility to required standards.

This will also be subject to client requirement as well.
API
Yes
What users can and can't do using the API
This is configured for the specific client use case and agreed during analysis phase.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
This is defined as part of the client use case during analysis.

Scaling

Independence of resources
We run on an elastic cloud platform (AWS).
The platform has been extensively tested at scale.

Analytics

Service usage metrics
Yes
Metrics types
Metrics provided will depend on what is agreed with the client.but will typically include information relating to volumes of emails and cases processed, numbers of users and their activity, types of products processed, performance,.etc..
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach
DARE is enabled using AES 256.

Access Controls defined based on need to know and least privilege principles

Access control monitoring in place along with regular quarterly internal audit.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
This is configured as part of the client use case analysis but generally all data views can be extracted as csv or other text format as appropriate.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Microsoft Office Documents
  • PDF
  • Image (of types or written data)
  • Audio (of speech)

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
This is agreed as part of the client engagement.
Approach to resilience
Available on request.
Outage reporting
Email alerts and other mechanism agreed with client as part of engagement.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Role Based Access Control implemented.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We are working to ISO/IEC 27001 by 1st Quarter of 2022.
Information security policies and processes
All documents meets ISO/IEC 27001:2013 requirements.
Annual Policies review.
Mandatory Annual policies acceptance by all employees or after a major change.
Risk Management framework mapped to ISO 27001, PCI DSS 4.0 and NIST CSF 1.1
Incident Management Framework mapped to NIST standards.
Secured SSDLC mapped to PCI SSF V 1.1 .
Threat Modelling mapped to Mitre - ATT&CK v11 and STRIDE Frameworks

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
ITIL V 4.0 mapping.
Change control process includes both Technical and Business process changes.
In summary flow looks like this – Change Submission ->Peer Review->Infosec approval ->CAB Approval->Notifications ->Implementation & Testing ->Documentation update ->Change status update with Evidence.
Asset (Tangible or Intangible ) Register and Hardening monitoring toolsets are in place to track asset lifecycle stages.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Weekly external Vulnerability scan
Weekly internal Vulnerability scan ( fully authenticated)
End of week Vulnerability scans assessments.
Real time Mitre attack monitoring.
Deployment of patches - Critical ( within 5 working days), high ( within 10 working days ), Medium ( within 75 working days), Low ( within 90 days ) and informational (within 180 days ) . Severity is internally done by taking public disclosure into consideration.
We get threats information from tools installed in our technical stack along with third party registration which provides us continuous update on threats, vulnerabilities and risks.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Real time Information security and operational monitoring toolsets in place.
Potential compromise situation will be dealt under "PL04-Information Security Incident Response plan-Opsmatix" policy.
Security SLA's are - P1 (Response time - within 15 minutes , Mitigating controls -within hours ) , P2 (Response time - within 30 minutes , Mitigating controls -within 4 hours ), P3 (Response time - within 120 minutes , Mitigating controls -within 24 hours ), P4 (Response time - within 240 minutes , Mitigating controls -within 72 hours )
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Runbooks for common events gets updated on regular basis. Current runbooks covers ransomware , Data breach, Phishing, Virus outbreak, Ddos, Elevation of privilege and unauthorised access.
Users report incidents using MS Teams, Emails , Phone .
Incident reports are written following"Template-Information Security Incident Evaluation- Opsmatix"
Incident Management stages - Prepare->Detect->Analyse->Contain,Eradicate & Recover.

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

Fighting climate change

Fighting climate change

Our cloud-based solution has a positive impact on the environment as it facilitates home working - thus meaning carbon emissions are reduced as there is no need for staff to travel to work - decoupling economic growth from environmental degradation.
Covid-19 recovery

Covid-19 recovery

During and post Covid-19, there have been spikes in communications, and backlogs of cases organisations need to handle Our solutions automates manual processes, allowing organisations to better manage spikes in communications and cases to be processed. This means that the organisation can manage its workload and serve its clients and users better.
Tackling economic inequality

Tackling economic inequality

Our solution is cloud-based, meaning staff can work from home. This makes it far more possible for staff to work according to their life needs, and allows for the employment and leveling up of those who might find it hard to travel to wok in an office - such as people with childcare and other family responsibilities, those who need to work part time for personal reasons, the disabled, etc.. It also allows organisations to engage staff in remote rural locations who otherwise would not be able to find gainful employment otherwise.
Equal opportunity

Equal opportunity

Our solution is cloud-based, meaning staff can work from home. This makes it far more possible for staff to work according to their life needs, and allows for the employment and leveling up of those who might find it hard to travel to wok in an office - such as people with childcare and other family responsibilities, those who need to work part time for personal reasons, the disabled, etc.. It also allows organisations to engage staff in remote rural locations who otherwise would not be able to find gainful employment otherwise. The management information available in our solution allows for decisions to be made on staff can be made based on their measured output, rather than personal perception.
Wellbeing

Wellbeing

Our solution automates processes requiring manual interventions and rekeying of data, leaving staff free to provided value added services. This provides for far less tedious repetitive manual activity to be performed by the staff member, and more decision- making, resulting in higher employee engagement and satisfaction.

Pricing

Price
£50,000 a licence a year
Discount for educational organisations
No
Free trial available
No

Service documents

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 caroline.tonkin@opsmatix.io. Tell them what format you need. It will help if you say what assistive technology you use.