DATA PILLAR LIMITED

AI Solutions

Elevate your business with DataPillar's AI solutions, harnessing the transformative potential of data-driven AI. Explore strategies to expedite new AI ventures, expand AI integration across your organization, and effectively navigate complex challenges and extensive datasets with unparalleled efficiency and simplicity.

Features

• Conversational AI Chatbot - Integrate with Cloud / On-Premise
• Human-like AI chatbots in any language
• Powerful API to integrate with any back-end solution
• CRM Integration using API
• Microsoft Azure - Machine Learning (Python and R)
• AWS & Google Cloud Solution
• Embed with enterprise and social collaboration platforms
• RPA (Robotic Automation Software)

Benefits

• Engage your customers 24/7, reduce costs and unify brand messaging
• Combine strengths of human and virtual agents
• Track customers and engage to improve conversion rates
• Conversational AI chatbot has the ability to increase customer satisfaction
• Reduced platform service costs, and easier maintenance and project planning
• Seamlessly sync data between our platform and any Vertical CRM
• Increasing the benefits from data using AI
• Increasing strategic flexibility using AI-as-a-service

£5 to £20 a user

• Education pricing available
• 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 mamirali@datapillar.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

932698770222221

Contact

Murtaza Amirali
07932861213
mamirali@datapillar.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No constraints
• System requirements:
  • Operating Systems
  • On-Premise and Cloud requirement such as VMs.
  • Software licences can be depends on additional solutions and services

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our average response time to a questions is 15 minutes during week days. Over the weekend the average response time is 60 minutes.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Severity 1 (Critical Service Incident) - Within 15 mins Severity 2 (Critical Service Incident) - Within 30 mins Severity 3 (Non-Critical Service Incident) - Within 1hr Severity 4 (Minor Support Request)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is provided by DataPillar, through online training classes and onsite as well. Full documentation including quick start guides and manuals is made available. We also provide online chatbots to answer questions 24X7.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: They can download their data via VPN / TLS 1.2 or DataPillar can provide their data via a USB drive and secure courier.
• End-of-contract process: Customer is using a cloud service so termination is easy. Data retrieval is provided as an export in file format.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Its responsive design, so the application works seamlessly in mobile and desktop.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The administration and agent service interfaces can be used with any browser without the need to download an application or module.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Our solution has been tested for enlargement of text through Chrome and Firefox.
• API: Yes
• What users can and can't do using the API: API can be used to control functionality on the contact centre with a simple https web request to pass parameters to the API script. Further information is available upon request.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Administrators can change the colours and logo of the admin and agent interfaces. We can also provide a more advanced customisation of the web interface if required.; ; Additionally, we have additional NLP modules.

Scaling

• Independence of resources: Users will have a dedicated server or will be allocated dedicated VPS resource.

Analytics

• Service usage metrics: Yes
• Metrics types: There are hundreds of reports which cover metrics such as agent performance, server loading, user access, admin change log, SLAs, client wait times, KPI achievements. These reports are customisable and extended using advance NLP.
• 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 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: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: The service is hosted on Microsoft Azure or AWS Cloud and DataPillar follows PCI DSS process, data encryption, access control, firewalls, permission based logins.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data can be exported via a .csv file or database export which can be scheduled to run each day. The service also includes a secure export tool and GDPR data removal facility.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Databases

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service Availability Guarantees 99.99%.
• Approach to resilience: Data on Microsoft Azure or AWS is stored which have fault tolerance built in such as multiple availability zones where data and applications can be replicated.
• Outage reporting: Email alerts and via a portal announcement service.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Firewall filtering on IP address
• Access restriction testing frequency: At least once a year
• 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 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: 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: Internal auditing
• Information security policies and processes: PCI DSS

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: DataPillar uses a web based change management system which is part of our helpdesk system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Legalytics performs vulnerability scanning every 3 months.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Legalytics uses an Intrusion Detection System which identifies compromises using "agents" deployed on all network assets.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are logged using our helpdesk ticketing system.

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

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We actively pursue eco-friendly practices, reducing carbon footprints and advocating for renewable energy solutions. Our initiatives include waste reduction, energy efficiency, and promoting sustainable transportation methods. Through partnerships and innovation, we aim to mitigate climate change impacts and foster a greener future for all.

  Equal opportunity

  Ensuring equal opportunity is at the core of our ethos. We prioritize diversity, equity, and inclusion in our recruitment, promotions, and organizational culture. Our programs focus on removing barriers to access and advancing underrepresented groups, fostering a level playing field where everyone can thrive and contribute their best.

  Wellbeing

  Prioritising wellbeing through our services and company initiatives. We prioritize the holistic wellbeing of our employees, encompassing physical, mental, and emotional health. Our initiatives promote work-life balance, stress management, and access to activities and resources. We cultivate a supportive environment that values personal development, fosters resilience, and enhances overall quality of life for our employees and communities.

Pricing

• Price: £5 to £20 a user
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access to standard features for a trial. DataPillar would able to provide custom Q&A if needed.

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 mamirali@datapillar.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.