Saascoms

Omni-Reach

Omni-Reach is a platform for customer engagement via two-way sms and/or webchat. It includes a trainable chatbot that can do the heavy lifting, handle and answer FAQ's before handing to the correct team or agent based on query type

Features

• SaaS web based secure access
• Two-way SMS
• Webchat
• Chatbot
• Machine learning
• E-mail
• Real-time reporting
• Agent reporting
• Natural Language Processing

Benefits

• Single Agent Interface
• Easy to set up, programmable chatbot
• SMS and webchat in one agent interface
• Low cost of entry
• Free set up and support
• Scaleable
• Customers can self-serve
• Identifies vulnerability
• API integration
• Full reporting suite

£50.00 a licence

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  ODT

• Terms and conditions

  ODT

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

Framework

G-Cloud 14

Service ID

941377506304954

Contact

Darren Swailes or Paul Nield
01785 240680
enquiries@saascoms.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Web browser access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 2 working hours; Mon - Fri 8am to 9pm; Sat 9am - 1pm
• User can manage status and priority of support tickets: No
• 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: Every account is allocated a technical support manager. ; All customers have free telephony support.; Free training.; Free support for set up and chatbot programming.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full train is given typically in an online/virtual environment; Full set up support/assistance is given to set up the chatbot programming/workflows
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Any saved data can be exported.; On closing the account, all data is merged and deleted beyond recoverable state
• End-of-contract process: Omni-Reach is provided on an agent license and licenses can be added mid term applicable only for the remainder of the 12 month minimum period.; See pricing for license and message costs

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: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API for information or broadcast upload; API for report download
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Service resides in MS Azure with dynamic server allocation

Analytics

• Service usage metrics: Yes
• Metrics types: Agent performance; Agent logins; Service up time; Message usage; Conversation resolution rates; + More
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Less than 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Typically users export data to sftp. A Power BI format is available for those users wishing to create their own bespoke reporting
• 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)
  • 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: Our SLA's are mirrored to that of the MS Azure service where we reside.; We do not offer refunds
• Approach to resilience: UK MS Azure data service; Co-located London/Cardiff; Sub 30 min restore time
• Outage reporting: Public dashboard and email/telephone alert from our service team

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users have various auth levels to determine what service they have access to and which tasks they are able to perform
• Access restriction testing frequency: At least every 6 months
• Management access 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: Yes
• Who accredited the ISO/IEC 27001: QMS/ASCB
• ISO/IEC 27001 accreditation date: 17/01/2017
• What the ISO/IEC 27001 doesn’t cover: All of our serviced are covered
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have strict security governance detailed within our ISO27001 ISM manual. Extracts are available upon request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a defined change process and software develop process in line with policy set out in our ISO27001.; Policies available for inspection upon request are;; Application security; Information Security; Secure development; Secure development Principles
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have alerts from MS Azure with a variety of service monitors in line with the Azure security measures deployed.; We PEN test the site at regular intervals so that a recognised external testing organisation can independently assess the strength or our architecture.; We monitor various sources for alert/risk identification to ensure we patch where required. Dependant on necessity, patches can be deployed sub 1 hour
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our service detects invalid or multiple log on attempts and phishing detection is in place. Potential risks are record and addressed with immediate effect. RCA's are provided to clients to demonstrate process of indication, remediation, prevention and assessed risk
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents should be reported in the first instance by telephone which instigates an investigation where you will be asked to detail your comments in response form format. we do not deploy a single investigation methodology as this should be dynamic based on the nature of the incident.; ; A formal RCA process is followed and reported accordingly

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Allows communication by any electronic means and 24 hours service

Pricing

• Price: £50.00 a licence
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full access and set up trial is free; SMS usage is chargeable; 1 month limitation

Service documents

• Pricing document

  PDF

• Service definition document

  ODT

• Terms and conditions

  ODT

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