PRECISELY SOFTWARE LIMITED

EngageOne Communicate

EngageOne Communicate is an customer engagement platform for communication processes like customer onboarding, acquisition, retention, and servicing. The platform leverages customer data to reach consumers across channels like email, SMS, Video, Chat and IM. This unified approach to design, data management, delivery, and analytics, empowers business to drive business objectives.

Features

• Browser-based drag and drop design and deployment environment
• Unified approach to communication design, data management, delivery, analytics
• Multiple personalized, digital communication channels
• Easily personalize all communications using data
• Full API set
• Comprehensive, realtime reporting
• Chatbots with agent live takeover
• Personalized, interactive video with AI-driven voiceovers
• Single subscription fee per recipient (e.g. customer)
• Native integration with PreciselySpectrumOnDemand to access data anywhere

Benefits

• Immediate, seamless deployment of personalized communications
• Single training and staffing requirement across ALL your output channels
• Send as many communications as you like
• Simple integration to your internal systems and data feeds
• Communicate en-masse but unique to each recipient
• Use all channels bi-directionally to support dialogues
• Unified reporting
• Save time and money by removing manual processes
• Market new products effectively, at lower cost
• Consistent experience across channels

£0.45 a user a year

• 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

• Modern Slavery statement

  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 raoul.kumar@precisely.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

852474057542463

Contact

Raoul Kumar
+44(0)7367540505
raoul.kumar@precisely.com

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: .
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are governed by our Support and Maintenance handbook, and the severity level of the incident. Support is unified 24x7
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Phone, email, knowledge base. Severity-based response time SLAs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On-site or on-line training, live and canned, documentation
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users can export their data at any point during the subscription term.
• End-of-contract process: Upon renewal of agreement, no changes. Upon termination of agreement, user can request deletion of data and assets from platform. Otherwise, any such data and assets are deleted on a regular basis.

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: Typically users use a desktop to design and deploy communications which can then be equally received and viewed on a desktop OR mobile
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Comprehensive documented API set allows for virtually any imaginable integration between the service and back on (on-prem) systems
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: This is a design environment across numerous communication channels, as such it is designed to be customised to meet the data integration and communication design flows of each, user by the user.

Scaling

• Independence of resources: It's built on a highly scalable system.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide visual charts and CSV downloads of usage
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

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: 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: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Manually or via API.
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9%
• Approach to resilience: Available upon request
• Outage reporting: Public dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: EngageOne Software use AWS Identity and Access Management (IAM) to control staff access to its AWS resources.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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

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: Yes
• Any other security certifications:
  • SSAE-16 SOC 2 Common Criteria
  • AICPA Trust Services Criteria.

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: The EngageOne Communicate platform maintains SOC 2 Type 2 compliance for both the Common Criteria and Availability trust services criteria
• Information security policies and processes: EngageOne maintains a variety of information security policies and standards. Employees are required to review applicable policies and standards at time of hire and annually thereafter. Any known or suspected violations of security policies are required to be reported to management or the information security team. Violations of policy can result in disciplinary action up to and including termination.

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: Infrastructure is provisioned using infrastructure as code. Lifetime tracking is handled through the version control system. Changes are deployed frequently as small, reversible changes. Changes are peer reviewed and must be approved before deployment to production. Changes are tested on lower environments before being deployed to production.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerabilities are identified through a variety of tools including DAST, SAST and SCA scanning, penetration testing and notifications delivered by US-CERT. Critical and high vulnerabilties should be patched within 30 days of release of a stable patch and medium vulnerabilities within 60 days. Any vulnerabilities that cannot be addressed within the aforementioned timeframe are identified as risks and reviewed by management.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Infrastructure is provisioned using infrastructure as code. Lifetime tracking is handled through the version control system. Changes are deployed frequently as small, reversible changes. Changes are peer reviewed and must be approved before deployment to production. Changes are tested on lower environments before being deployed to production.
• 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: Security incidents are to be reported either to management or to the information security group. Security incidents are categorized into four categories depending upon the severity of the incident. The urgency of the incident and the individuals involved in response correlates to the severity rating. Incidents follow a standard process (as applicable) of assessment, containment, recovery and reporting. Reports are generated and provided to management and impacted parties as applicable.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: Any via API

Social Value

• Fighting climate change:

  Fighting climate change

  As a software manufacturer, Precisely Software Incorporated (parent of Precisely Software Limited) (“PSI”) has a largely remote workforce and does not own any of the worldwide office locations where it operates. As such, there are no dedicated programs or training for employees to improve the environment since employees work from home. PSI does, as a matter of company policy regarding the working environment of employees, follow environment, health and safety standards and procedures customary in the industry and/or local jurisdictions of its office locations. PSI only leases with property managers / landlords who comply with local laws, including environmental laws with recycling capacity and such terms are contracted in the various leases. In addition, PSI products and services are designed to be safe and to minimize their environmental impact by implementing industry standard protocols for same, e.g. click wrap agreements, paperless retention policies, downloadable software delivery (instead of tapes, diskettes or CD’s).
• Covid-19 recovery:

  Covid-19 recovery

  Precisely has taken great precautions throughout the COVID-19 global pandemic to keep our employees and partners at low risk for contagion. Our global offices were closed and employees were transitioned to work remotely from the safety of their homes from March 2020 until very recently, with very limited access permitted to essential personnel following strict masking and sanitary protocols. Now that Precisely is re-opening offices again, we have taken into account increased employee preferences for remote and hybrid working arrangements. We encourage all employees to be fully vaccinated.
• Tackling economic inequality:

  Tackling economic inequality

  Precisely participates in several salary surveys globally to ensure we understand the market for talent and the compensation market trends. We continually look at our own compensation data to ensure competitiveness and fair treatment, and set salaries based on the value of the job, not the applicant’s salary history. This combined with the continued efforts of Precisely’s Diversity and Inclusion Council work to create opportunities for those who may face barriers to employment or are located in deprived areas.
• Equal opportunity:

  Equal opportunity

  While not a classified as a diverse owned company, PSI maintains a robust diversity program lead by its Chief Human Resource Officer (CHRO) who is charged with driving diversity in the organization. PSI maintains an internal Diversity and Inclusion Council and also launched the Precisely Women in Technology program (PWIT) in 2020 in concert with the Women in IT Awards events. We also partner with Women in Technology in the UK to increase the representation of women in Precisely. PSI’s Executive Leadership team includes women in the following posts: the CHRO, CTO (Chief Technology Officer) and CDIO (Chief Data and Information Officer) and fifty percent (50%) of the members of the Senior Leadership Team are women as well. ; ; In the UK ; ; PSI does not have a supplier diversity program due to the nature of its operations and business. The only relatively material expense PSI has (other than staffing and rent) is computer hardware and software and those purchases are made from large worldwide providers who lead the industry for such hardware and software technologies. To remain competitive and viable, PSI must choose the industry leaders products, however, most if not all, advocate adherence to current diversity philosophies. PSI’s lack of reliance on a traditional supply chain is the reason for not having a supply chain diversity program.
• Wellbeing:

  Wellbeing

  The PSI CHRO is responsible for ensuring compliance with local occupational health and safety laws and regulations. The health and well-being of every employee is of vital importance to PSI. It is the policy of PSI to provide safe working conditions for all employees and the success of such a program rests ultimately with the employees. General requirements related to health and safety protections for employees are addressed worldwide in the various Employee Handbooks drafted in the local languages. PSI is presently looking to implement a new employee program and training to improve safety performance that addresses its current remote workforce that will likely remain as such for the foreseeable future. Given the nature of PSI’s business, activities do not require employees to wear protective equipment. PSI does ensure that relative health and safety issues and concerns are addressed regularly, e.g. COVID19, annual flu season, travel alerts, etc. In the UK we provide private health care and an Employee Assistance Program to support employee physical and mental wellbeing. We also work with Health Partners, who provide occupational health support to assist us on making the appropriate adaptions as appropriate.; ; In addition we have a Volunteer Time Off (VTO) Program and Policy is designed to provide our employees the opportunity to give their time and expertise to support activities that enhance, serve communities and create positive change. around the world. As well as benefitting our local communities volunteering can bring great personal rewards enabling our employees to build connections, develop new skills, and gain a fresh perspective, outside of the workplace.

Pricing

• Price: £0.45 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 Days

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 raoul.kumar@precisely.com. Tell them what format you need. It will help if you say what assistive technology you use.