Vyntelligence

Customer Self Service Reporting (and automatic triage) with Vyn SmartVideoNotes

Drive higher NPS with faster resolution at lower cost with a new channel of engagement with asynch video! Consumers can record a short video (Vyn SmartVideoNote) explaining their complex issue, which is analyzed by Vyn AI, auto-routed to the right expert saving contact center calls and field visits.

Features

• Digital Workflows with Video & Photo Capture
• Accessible on any smartphone, tablet or Web Browser
• Asynchronous services enhanced by Live Call
• No download needed for customers to report issues using video
• Send structured issue reporting boards for customers to report problems
• Live call support for remote issue resolution, reducing site visits
• Reporting Dashboards identify leading issues quickly
• GPS Incident logging and live map dashboards for control rooms
• AI for Natural Language & Visual Recognition to detect issues
• Asynchronous solution enables offline/underground/no signal working

Benefits

• Collaboration & Connectivity between Customer & Support teams
• Ability to review video data remotely shortens SLA response time
• Structured video forms ensure the right data is captured
• Video triage ensures the right team and tools are sent
• Improved first time fix as issue known before teams dispatched
• AI powered next best action advice or workflow routing
• Case manage customer reports quickly and easily with labels
• Complete Video recording of activity providing proof of activity/compliance
• No loss in translation. All workers see same video reports
• Open API platform supports integration to enterprise systems and workflows

£7,925 a unit 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 hattie@vyntelligence.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

879976648072711

Contact

Hattie Lister
07717806889
hattie@vyntelligence.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned Maintenance will be performed outside 9am-5pm Monday-Friday with two weeks notice. ; Emergency changes are managed as required by each instance and will be deployed as soon as required.
• System requirements:
  • Video capture requires smart phone device with microphone & camera
  • IOS13 & Android 6 for Mobile App

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Vyn standard Support has first response times dependent on Issue Severity:; Critical: within 4 hours; Major: within 8 hours; Minor: within 48 hours
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Each customer is provided with a Customer Success Manager. ; Standard Support is provided to all Customers within the cost of their subscription. ; Enhanced support options can be created for clients dependent on their specific needs - the cost of enhanced models are created as required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers are assigned a Customer Success Manager to understand the specific training and onboarding requirements. ; The system is very intuitive so usually one 30 minute - 1 hour online session is required. This can be agreed to be delivered onsite - to be agreed with your Customer Success Manager. ; The Customer Success Manager will work with users of the Data Visualisation Dashboards over a series of calls to design the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customer Data shall be available to Customer in Amazon Web Services (AWS S3) cloud, which will enable Customer to export Customer Data to their on-premise servers or other public cloud storage. Supplier will provide reasonable assistance to Customer to export the Customer Data as laid out below:; In industry standard Excel file format via Vyn desktop interface (included at no cost); As data to AWS S3 bucket (included at no cost); As data to other cloud platforms (paid for service) ; ; In case the Customer requires an extended support and disengagement assistance including development of disengagement plan, reasonable knowledge transfer and transition assistance, it can be provided by Supplier at mutually agreed rates
• End-of-contract process: At contract termination the customer will be contacted via the email provided within the contract to arrange data extraction and answer other queries.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Vyntelligence provides Digitised workflows for users to complete. These can be access via a Mobile App or Via Web browser on their phones with no difference is service or function. ; ; Vyntelligence also provides a desktop service for Customer Service delivery, which includes the following core features:; - Vyn Supervisory service; - Vyn Communities Connect ; - Vyn Data Visualisation and Reports; - Vyn User Account Management
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service includes a portal to enable access to the following capabilities:; Management Dashboards: bespoke dashboards to present KPI data as required per use case; Vyns: Submitted Vyns can be accessed via the interface for review, comment, etc
• Accessibility standards: None or don’t know
• Description of accessibility: Users can review & collaborate on the submitted Vyns from the Mobile services
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: The Vyn Platform supports REST based secure and open APIs to allow for seamless integration with most external applications and systems. Some categories of external applications and systems that can integrate include:; Workforce Management Solutions: Well-defined APIs are available for integration with different WFM solutions like Salesforce, Microsoft Dynamics; Identity and Access Management System for Single Sign-On: The Vyn Platform includes a powerful authentication configuration layer. Integration is supported with identity providers that support OAuth 2.0 / Open ID Connect; Enterprise mobile apps: The Vyn Platform provides APIs to launch the workflow from any other application via a deep link. Developers can add a simple button in an enterprise mobile app or to an email notification generated by Customer systems.; Enterprise Reporting, BI, analytics platforms: Every time a Vyn is published by a user, the vyn publish webhook API is invoked which contains all relevant information about the newly recorded vyn in a JSON format. This information can be saved in the system of record (pre-integration available for many applications) like Salesforce and Maximo. The reporting software can then pick up this additional data from the system of record and generate or extend any custom reports as needed
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Workflow Templates:; The Vyn platform enables our Customers to digitise their workflows & processes, using our industry expertise we have out-of-the-box templates which can be configured per Customer’s business workflows. These templates provide the starting point for configuration during the One-Time Setup process by Vyn to simplify and enrich Customer’s business processes with video/audio/image based capturing technology provided by Vyn. The Vyn Storyboards can also coexist with existing forms based on Supplier’s API based integration approach to provide an immersive and enriching experience to Users.; Data Visualisation & Reports:; Analytics Services: Vyn data is fed into the Data Visualisation and Reporting tool (Amazon QuickSight) which is a fast, cloud-powered business analytics service that makes it easy to build visualizations, perform ad-hoc analysis, and quickly get business insights from the data; Periodic Reports: Enables configuration of the system to automatically generate target reports and distribute them to management as required; Custom Reports: Customisation of existing reports or creation of new reports by the Customer can be done via AWS QuickSight interface on a desktop; Customers can engage with their assigned Customer Success Manager to design & request customisations

Scaling

• Independence of resources: AWS Auto-scaling automatically responds to increased usage, ensuring availability in periods of high demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics can be accessed via the Vyn Dashboards & Reports ; ; An executive usage report will be delivered to agreed users every month
• Reporting types:
  • 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Encryption at rest using AWS KMS (AES current default is AES-256-GCM) per customer.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customer Data shall be available to Customer in Amazon Web Services (AWS S3) cloud, which will enable Customer to export Customer Data to their on-premise servers or other public cloud storage. Supplier will provide reasonable assistance to Customer to export the Customer Data as laid out below:; In industry standard Excel file format via Vyn desktop interface (included at no cost); As data to AWS S3 bucket (included at no cost); As data to other cloud platforms (paid for service)
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • As data to AWS S3 bucket (at no extra cost)
  • As data to other cloud platforms (paid for service)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • As data to AWS S3 bucket (included at no cost)
  • As data from other cloud platforms (paid for service)

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: The Vyn Platform will be available on a 24x7 basis at a rate of 99% uptime (calculated on a monthly basis) for normal operation. This service uptime commitment excludes issues caused by:; Internet congestion, issues, slowdown, or unavailability outside of the Supplier’s control; Any event to the extent caused by the occurrence of Force Majeure; Actions or inactions of Users beyond the control of the Supplier; Customer computer equipment or network infrastructure beyond the Supplier’s control; Emergency Maintenance
• Approach to resilience: Physical Security of Datacentre is managed by AWS:; https://aws.amazon.com/compliance/data-center/controls/; Product is deployed across multiple availability zones and backups are held in a secondary region for DR.
• Outage reporting: Email Alerts

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 to servers hosting vyn service is controlled by segregated per-customer IAM roles. Access is restricted to personnel who require it for the delivery of the service. This is determined by the role (operations, customer success etc) and managed under the framework of our hLUserAccountAdministrativePolicy.; Access is logged and audited as per our policies.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • IASME Governance
  • Our ISMS is aligned with iso 27001 principles

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: IASME Governance
• Information security policies and processes: We follow our own Information Security Policy(ies) which align with standards set by ISO/IEC 27002:20013 for Information Security. All employees sign a contract stating they will read and adhere to all policies.; The structure is as follows:; 1 Objectives, Aim and Scope ; 2 Responsibilities for Information Security; 3 Legislation ; 4 Policy Framework ; 5 Cyber Security Risk & Threat Assessment Framework ; 6 Vulnerability management ; 7 Removable Media Policy

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Backend application and infrastructure is managed using code which is stored in source control. Changes are managed using GitHub pull requests. PRs require review and approval by defined persona and changes are tested in separated staging environments prior to production deployment.; Emergency updates can be deployed with a hotfix onto the master branch.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management adheres to the NCSC Vulnerability management guidance.; Automated vulnerability management tools include:; Static code analysis; Source control scanning (GitHub); Threat detection (Amazon GuardDuty); Development processes include:; Shift left approach to security; Code reviews; Keep all third-party software (OS, utilities, libraries, etc.) up to date with the latest patches for any security vulnerabilities.; Regular vulnerability/penetration testing scans using OpenVAS and OWASP ZAP ; Regular dependency analysis; Regular prioritisation of vulnerability fixes based on technical and business impact- prioritisation is done by a team that includes security, infrastructure, operations and engineering owners
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AWS GuardDuty and SecurityHub detect security issues and automatically create GitHub issues with findings.; Incident response begins immediately and an investigation within 24hrs, beginning with the categorisation of the incident. These could be broadly broken into service interruption, un-authorised data share or a service request.; Any outcomes and action will be promptly communicated to the incident reporter, the affected user/s, the client side representative, and hL’s Data Protection Officer, if information security related.
• Incident management type: Supplier-defined controls
• Incident management approach: The hL primary point of contact email for informing the incident is: support@vyntelligence.com; All incoming incident reports will be logged into the hL internal issue tracking system.; Incident response begins immediately and an investigation within 24hrs, beginning with the categorisation of the incident. These could be broadly broken into service interruption, un-authorised data share or a service request. This is undertaken by the incident management team.; Any outcomes and action will be promptly communicated to the incident reporter, the affected user/s, the client side representative, and hL’s Data Protection Officer.

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

  Increase efficiency and reducing carbon emissions is core to our platform. By using our technology companies can reduce field trips - we regularly see results between 30-80%. By reducing field & service delivery trips and increasing 'first time right success' we are reducing carbon miles used by companies to deliver their services. ; We work digitally, avoid flying and use public transport where possible.

Pricing

• Price: £7,925 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: G-Cloud buyers can request a free two week trial for an agreed group of users. ; Included: ; Access to up to 3 non customised Vyn Workflow Templates; Access to a specific dashboard ; Non Included:; Bespoke Workflows; Advanced Dashboard; AI other than NLP; Integration

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 hattie@vyntelligence.com. Tell them what format you need. It will help if you say what assistive technology you use.