Espire Infolabs Ltd

Customer Communication Management

Espire offers a comprehensive suite of Customer Communication Management services to enable inbound & outbound communication. We provide consulting, implementation and managed support and Business as Usual services using Quadient(Inspire), MessagePoint, OpenText Exstream, Stream Serve, PB Stack (EO,VIP/VDE), Sefas, Smart Communication and Kofax (KTA, KC and KTM) and PresConnect.

Features

• Full managed CCM service consulting, implementation, Business As Usual Services
• Upscale and down scale SaaS service as business needed
• Data Management (data cleansing, data enrichment)
• Omnichannel customer communication email, chat, WhatsApp, mobile App/web notification
• Document generation and distribution, On-prem integration
• PayAsyougo and dedicated Cloud based CCM platform setup
• Technologies Quadient, OpenText, Stream Serve, MessagePoint, PB Stack (EO, VIP/VDE)
• Technologies Sefas, Smart Communication, Kofax (KTA, KC, KTM), PresConnect
• Migration and Upgrade on Cloud/OnPrem
• Contact center voice, IVR, video communication, chatbots, Livechat, Sms, email

Benefits

• Highly available and accessible solution
• device access (Mobile, tablet, Laptop, Desktop)
• Data Enrichment/Management, Analyse/build solutions, automate processes
• Integrated virtual/Live agents in quick span of time
• Omni Channel communication
• Enhanced customer experience
• Capture customer insight to know your customer better
• Inbound Communication Management enhance customer connect
• Automate Migration/Upgrade from Legacy to Modern Platform
• Quick Customer Onboarding based on prebuild framework

£250 to £850 a user a day

• Education pricing 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 Shariq.Imam@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

918130633036802

Contact

Shariq Imam
+44 7557678970
Shariq.Imam@espireinfo.co.uk

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: Enterprise Content Management - WCM, DMS, Workflows etc.; Customer communication using different channel like whatsapp, facebook, SMS, Email, Print.; Inbound Communication to capture customer response and customer insight integrated services with document management, workflow management and Automation.; Virtual agent (Chat Bot), live communications
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: As per the service requirements.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is decided as per the SLA that is mutually agreed. Depending upon the priorities, it can vary from 15 mins - 4 hrs (Business hours).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use webchat provided by Jira which is WCAG2.1 AA, compliant to be used with Assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: We provide complete L1, L2 and L3 managed services based on ITIL standards. Cost is based on general requirement and Level of support required like L1, L2 & L3.; We do provide Technical, Account Manager and Support Engineer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We onboard our customers after agreeing on a Statement Of Work . The On boarding phase covers team structure , project plan and knowledge transfer sessions.; All of these processes are documented and signed off by both parties
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: While On-Boarding, the Data is migrated on the cloud from any legacy or old application. On Off-Boarding, client will have full access to transfer data and then fully delete same. Espire team will not change data. We have well established data purging policies.
• End-of-contract process: At the end-of-contract, Espire generate environment set up scripts and keep it for future reference with consent of customer. all the data files either handed over to customer or deleted from our environment

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Minor Interface/UI differences but all content remains same.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: We use the web services/API interface provided by the solutions. However customer has to manage our console for managing their daily activities.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: At Espire, the front end team is equipped to build user interfaces for all kind of users be it visually impaired (Low vision, Blind or Colour Blind) and hearing impaired users.; ; Screen Readers (Jaws, NVDA,VoiceOver):; ; Following guidelines are followed for screen readers; ; 1. Option to navigate using keyboard only; ; 2. Ensure all content is easily accessible including dynamic content; ; 3. Using ALT tags in all images with a complete description; ; 4. Using proper hierarchical content and using HTML heading tags; ; 5. Designing forms with accessibility in mind and ensuring labels for each fields; ; 6. Only using <TABLE> for tabular data; ; Magnifiers:; ; 1. Using font sizes in 'em'; ; 2. Using padding, margins also in percentage or in 'em'; ; 3. Making the overall layout unbreakable for multiple level of zoom; ; Colour Blind Tests:; ; 1. Testing the designs for AA and AAA level with colour contrast analysers to make sure that there is significant contrast for the foreground test elements against the background used; ; 2. Not using colour for mentioning certain elements and always adding labels.; ; Hearing impaired Tests:; ; 1. Presenting text alternatives for the audio elements; ; 2. Making sure all the videos or animations with sound have captions enabled.
• API: Yes
• What users can and can't do using the API: REST API for On-demand and interactive communication.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Buyer can customised aspects of the application like users, roles, groups, user interface and limited business process.; ; Users can customise through user interface and configuration files.; ; Administrator and Power users will able to customise.

Scaling

• Independence of resources: Espire Infolabs is experienced in managing the client requirements effectively whether it involves scaling of cloud infrastructure or count of team members.; In case of cloud service offerings we can provide the scalability of infrastructure based on scope of services and service window support.; And we can also provide required team members for given services to meet the SLAs.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types -The service metrics are created based on the Service Level Agreement parameters, such that there is clarity on the quantum of service delivered, quality of service delivered and effectiveness.
• 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
  • European Economic Area (EEA)
  • Other locations
• 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
  • Other
• Other data at rest protection approach: Hard disks of developers and all server volumes are encrypted. Data in database are also encrypted using AES 256 encryption.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: User export data using different services and APIs and service dashboard will be provided by Espire
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Delimited file
  • AFP
  • Json
  • Text file

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Our solutions uses multiple encryption methods, protocols, and algorithms across its products and services to help provide a secure path for data to travel through the infrastructure, and to help protect the confidentiality of data that is stored within the infrastructure. Protocols and technologies examples include: - Transport Layer Security/Secure Sockets Layer (TLS/SSL) - Internet Protocol Security (IPsec) and PCI.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Our Solutions uses multiple encryption methods, protocols, and algorithms across its products and services to help provide a secure path for data to travel through the infrastructure, and to help protect the confidentiality of data that is stored within the infrastructure. Protocols and technologies examples include: - Transport Layer Security/Secure Sockets Layer (TLS/SSL) and PCI.; We also provider encryption at rest to secure data in data sources

Availability and resilience

• Guaranteed availability: Monthly Up time Percentage of 99.9% guaranteed.; We have defined service credits in our terms and conditions for free hours of service in case of any breach.
• Approach to resilience: It’s available on request.
• Outage reporting: Email and SMS alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access.
• 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS Management System
• ISO/IEC 27001 accreditation date: 22/06/2021
• What the ISO/IEC 27001 doesn’t cover: No exclusion.
• 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:
  • ISO 27017:2015
  • ISO 27018:2019
  • ISO 20000-1:2018
  • ISO 9001:2015
  • ISO 22301: 2019
  • CMMI Level 5 for Services V2.0

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: (a) ISO 27017:2015; ; (b) ISO 27018:2019; ; (c) Cyber Essential Plus
• Information security policies and processes: Espire is having very detailed Information Security Management System in place which comprise information security and data privacy polices. These policies are applicable to all employees, contractors & vendors having access to Espire’s system. Everyone is responsible for taking the appropriate steps and act in accordance with the Espire’s information security policies. These policies are communicated and signed by all employees at the time of joining. Policies and procedures are reviewed and updated at least on annual basis for its suitability and as per business needs. These changes are communicated to everyone time to time through regular awareness & training sessions, emails, posters, audits & reviews etc. Espire has dedicated infosec team which has process and technical expertise in this area. This team is responsible for maintenance of ISMS, implementation of polices/ procedures and put required governance through audits and reviews. We have dedicated CISO & DPO. Non-adherence of any ISMS policy is subject to disciplinary action.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The ITIL Change Management Continual Process Improvement methodology is used to manage change. All changes are considered and assessed on business and security impact by the Change Advisory Board before implementation
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are rated on risk, likelihood of occurrence and potential impact of the threat. Patches are developed, tested and released as soon as approved.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Security and Compliance dashboard real-time monitoring Email alerts Automation where appropriate
• Incident management type: Supplier-defined controls
• Incident management approach: Broadly, the process is defined as under:; 1. Pre-incident Preparation,; 2. Incident Classification & categorization,; 3. Incident Prioritisation,; 4. Defining SLAs for Incident closure (based on Severity),; 5. Incident Identification,; 6. Reporting of Incident through automated tools (Power Apps or SharePoint),; 7. Incident Response,; 8. Monitoring of Incident,; 9. Communication,; 10. Incident Investigation,; 11. Disciplinary Action.; If needed, We provide the incident reports using SharePoint Tool and Root Cause Analysis.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Covid-19 recovery
  • Equal opportunity

  Covid-19 recovery

  The health and well-being of all of employees is our top most priority for Espire during COVID-19 outbreak. Work from Home Guidelines during Covid-19 were formulated and shared with all employees in March 2020 prior to lockdown. Multiple forums initiated to stay well connected with employees or their managers at all times. Several initiatives were taken by Espire to allow all employees to work with ease during these tough time of Covid-19 like Paid quarantine leaves for employee affected by Covid-19, Multiple Vaccination Camps organized at Espire office, India for employees and their families in collaboration with one of the most reputed hospital chain in India. Vaccination cost during these camps was borne by Espire for employees. Alternatively, reimbursement of vaccination cost was provided. Now by seeing threat due to Covid-19 has reduced significantly management has decided to open office in Hybrid mode. All the necessary arrangements have been made for the same. Detailed Guidelines are formulated to provide an overview of Espire's phased approach of getting employees back to office like Full vaccination is a pre-requisite to report to office. Employees needs to submit vaccination certificate to HRD before entering into office premises. Temperature check at entry gate for employees and visitors, sanitization arrangements, maintaining social distancing, wear masks etc. Espire remains committed to complying with Government guidelines, at all times.

  Equal opportunity

  Espire is committed to being an Equal Opportunity Employer and providing equal opportunities without any discrimination on grounds of gender, age, culture, nationality, ethnicity, political and religious beliefs, sexual orientation, and other attributes. We remain zero tolerant to any discriminatory treatment or harassment in any form. Espire strive to attract, develop and retain people with different perspectives, experience and backgrounds to support us in our strategic journey. Our focus is to have wider and more diverse talent pool in Espire without discriminating in any process. We ensure fairness with regard to compensation, growth opportunities(vertical/horizontal), transfers, training and competency development purely based on ability and merit and irrespective of social identity. We also promote a harmonious working environment in which our employees are treated with dignity and respect. We encourage employees to take positive action towards promoting equal opportunity throughout the organization and provide an enabling environment where employee feels empowered to come up with suggestions to meet organization goals. We ensure and maintain a work environment free of harassment and intimidation and coercion at all office locations and in all facilities at which employees are assigned to work. We ensure that equal opportunity is provided to physically challenged/physically disabled, unless not a limitation for the resource for being able to do the assigned role/job effectively. Espire will ensure adherence to the laws of the land with regard to employment norms and will not indulge in practices such as employing child labor, bonded labor etc.

Pricing

• Price: £250 to £850 a user a day
• Discount for educational organisations: Yes
• Free trial available: No

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 Shariq.Imam@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.