SABIO LTD

Sabio Console

Sabio CONSOLE is a solution developed by SABIO to help companies in their AI&Automation journey. It is based in three pilars: Knowledge Managment, Analytics and AI&Automation.

Features

• Easy development of Knowledge Managment solution
• Creation Virtual Assistant
• Bot Analytics
• Wellbeing solution
• Easily design Chatbot L&F
• Voicebot development
• Generative AI support
• Multi language support

Benefits

• Ensure data protection, compliance, and confidence with robust security.
• Guarantee uptime and scalability for uninterrupted operations.
• Elevate experiences with automation, digital channels, and insights.
• Empower teams with adaptable solutions, reducing IT reliance.
• Boost efficiency and morale with intuitive tools and automation.
• Enhance experiences with artificial intelligence capabilities.
• Gain insights for informed decision-making with real-time analytics.
• Achieve faster returns and project delivery with efficient methods.
• Securely managed, monitored cloud platform with comprehensive support.

£50,000 an instance a year

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 mark.williams@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

946598764571445

Contact

Mark Williams
+447572459606
mark.williams@sabiogroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Integration with customer backend to provide a end-to-end automation (CRM-ERP)
  • Integration with customer telephony service for voicebot
  • Integration with customer website for chatbot

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Sabio provides an extensive ticket response and resolution service for email and online tickets, with response times tailored to the severity of the issue. Our highest level of service, P1 (critical service down) tickets, is guaranteed a response within 10 minutes, 24x7x365. During peak hours, this response time is further accelerated to within 2 minutes. For incidents of lesser severity (P2-P4), we offer agreed-upon response and resolution times that can be customised to suit each customer's requirements.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Sabio offers a comprehensive support package tailored to individual customer needs. Our support levels range from basic to premium, each designed to address varying requirements and budgets. Costs for these support levels are determined based on the specific needs of the client, following an assessment process guided by the SFIA rate card and pricing document.; ; Included in our support package is the appointment of a dedicated technical account manager who oversees the delivery of personalised support services. This includes proactive identification of opportunities to optimise product usage, user training, performance reviews, best practice evaluations, technical roadmap development, and ongoing relationship management with stakeholders.; ; For additional technical assistance, customers have the option to engage with our cloud support engineers, who provide specialised expertise in managing and troubleshooting cloud-based services. Access to these resources is also factored into the overall support package, with costs outlined transparently during the assessment phase.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sabio provide training (onsite and online) to teach the customer how use Console:; Aditionally, the customer purchase one of the SABIO IN-LIFE services, that provide support for Sabio team in the creation of autiomations. These services are: ; Assist Model:the Client, has the skills & experience in house for designing and managing the AI solution, taking control over the day-to-day activities and optimisation & performance of the solution on your own. Sabio’s AI & CX expert specialists provide guidance to aid you in overcoming challenges; Bot as a a service Model: The Client opts for their solution to be fully managed, optimised and deliver the maximum possible success through the skills, experience, and in-depth knowledge of the Sabio AI & CX specialists
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS Word
  • MS PPT
• End-of-contract data extraction: Google Dialogflow agent is exported and send to the customer. Data from database is also exported.
• End-of-contract process: At the end of the contract, typically, there's an engagement with Sabio Professional Services, tailored to the customer's needs. This engagement varies based on the client's requirements, including any additional applications. Ultimately, Sabio's PS team aims to ensure a safe migration of CONSOLE instance to another provider or platform with minimal disruption to the customer experience.

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: Yes
• User support accessibility: None or don’t know
• Description of service interface: Console service is proving using a web interface. From this interface the user have access to a menu with different options: ; Knowledge Managment: to create an intent-response database with the possibility to create an automation flow, ; Analytics: Showing the bot insights, ; Console configuration: to integrate Console with the Google Dialogflow CX service providing the AI agent, select the language, etc, ; Billing: Provide an overview about the Console consume
• Accessibility standards: None or don’t know
• Description of accessibility: Console service is proving using a web interface. From this interface the user have access to a menu with different options: ; Knowledge Managment: to create an intent-response database with the possibility to create an automation flow, ; Analytics: Showing the bot insights, ; Console configuration: to integrate Console with the Google Dialogflow CX service providing the AI agent, select the language, etc, ; Billing: Provide an overview about the Console consume
• Accessibility testing: Can be supplied on request
• API: Yes
• What users can and can't do using the API: Console Analytics provide an API to include data from external solutions or aplications into the Bot Analytics database (Locker). With this information, and the one colected in the Bot flow, it is possible create a dashboard with all the details of the interactions between the customer and the bot.; Example: from the CC solutions, and using the Console API, the customer can upload information about the call: ANI, DNIS, time of call, wrup-up code, information collected from the CRM or ERP... This information and the one collected by the BOT will provide a complete end-to-end call inshight.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Console use Google Cloud technology to deploy the platform, creating independent projects for each customer. This cloud provide native method for auto-scaling.

Analytics

• Service usage metrics: Yes
• Metrics types: Analytics comprises of custom-built UI and MI tools to understand and fine-tune your bots. You can analyse all details of bot-customer interactions, view individual conversations between the bot and your customer, get a visual log of all models, transactions, prompts and menus that are involved during the interaction, track your KPIs, and dive into the details of interactions between the bot and your customers to gain broad insight into your customer contacts
• 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: As an expert services provider, Sabio does not dictate or influence Google' data security processes.
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Request to Sabio support team.
• Data export formats: Other
• Other data export formats: Existing Google Dialogflow agent
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: We use a range of security measures to protect the data that travels between our servers and our users. Including :; - Transport Layer Security (TLS) ; - Certificate Management ; - Strong Encryption; - Data Center Security; - Compliance with Standards
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Sabio adheres to a comprehensive Service Level Agreement (SLA) that outlines response times for different severity levels of incidents.
• Approach to resilience: With Console, we understand that our customers operate in a global market and need to have access to our services from different locations around the world. That's why we have a network of data centers and points of presence (PoPs) that are strategically located in key regions across the globe. Our global locations include the United Kingdom, Europe, Asia Pacific, and the United States**. They are designed to provide our customers with low latency, high availability, and reliable access to our services.; ; Multiple Availability Zones ; Our services leverage the Google Compute Platform multiple availability zones, which are geographically separated and provide redundancy and failover capabilities. This ensures that our customers can continue to access our services even in the event of a disruption or outage.
• Outage reporting: Console is monitored continuosly by a SABIO monitoring solution that arise an alarm in case of outage. The Sabio support department send an email to the customer with the details of the ouages and following actions.; Additionaly, Sabio will publish a Console status dashboard which will provide the service status to the Client. If a service impacting issue exists within the Console service, the relevant status, and actions to be carried out will be available to the Client via the dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All access is encrypted and authenticated, ensuring secure entry. Controlled by a rules-based regime, access to specific information is carefully managed.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• 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: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: 27/09/2021
• What the ISO/IEC 27001 doesn’t cover: Standard certification
• 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: SSAE SOC 2 Type 2

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: The Sabio Information Security Policy aligns with the principles of the British Standard for Information Security - ISO/IEC 27001. We are dedicated to establishing and upholding an Information Security Management System rooted in international standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes must only be conducted by authorised and skilled personnel within IT roles (or by contractors, vendors, etc., authorised by Sabio Ltd). They are subject to auditable change management procedures in line with Information Systems Development and Maintenance Procedures, and relevant Financial Regulations where applicable. For further details, please contact us.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Sabio conducts regular internal and external vulnerability scans to detect security risks and deviations.; ; We implement a secure software development lifecycle model, encompassing code analysis, review, and dependency management. This includes a blend of human-driven and automated tools to identify risks early in the development process for Sabio-developed software.; ; Regular patching and updates of software/firmware are undertaken to maintain vendor support and mitigate potential vulnerabilities.; ; Operating on a risk-based model, we harness software/technology to streamline and prioritise our efforts.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sabio leverage multiple monitoring solutions feed into our single event management platform and surfaced into our Support Operations Tool (Service Now).; ; Monitoring solutions include SolarWinds, DataDog, Prometheus, Grafana, OpsGenie, Google Monitoring, all fed into our 24x7x365 NOC / SOC.; ; When an incident is received by the NOC / SOC it is put through our ITI L / ITSM based process and follows a structured handling flow which prioritisation and escalation including major incident management built into the framework.; ; Security related events are notified to the SOC and picked up by specialist security trained resources for immediate triage and remediation.
• Incident management type: Supplier-defined controls
• Incident management approach: The Sabio incident management process is based on the ITIL framework with Incident Management flowing into Problem and Change Management where appropriate.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Net Zero:; We have set a goal to achieve net zero emissions by 2050. ; In 2022, Sabio established a Sustainability Steering Committee to drive our sustainability practices. We are currently selecting a framework to guide our 3-5-year plan.; We’re partnered with Carbon Responsible to track and assess our carbon footprint which has ena-bled us to baseline our data, identify areas for emissions reduction, and consider our path to setting targets. ; In our offices, we recycle, reduce waste, and plan to further decrease our resource impact. We are also working with suppliers to extend the life of resources like IT equipment.; Most of our offices are now powered with renewable energy, which is a goal across all locations. ; Sabio has a partnership with Ecologi, a climate-positive B Corp organisation that has made remarka-ble strides in addressing climate change. ; Activities Sabio will deliver: ; • Continuing to work with suppliers and landlords to switch to renewable energy. ; • Reviewing ULEZ car scheme for better air quality. ; • Regular employee training and feedback sessions for environmental impact ideas.; Training:; We are in the process of enhancing Sabio’s “Go Green at Work Guide” to conduct business internal-ly and with clients with the most sustainable as the first choice and preferred option. ; Supply Chain: ; We ask suppliers about their Carbon Reduction plans and working towards evaluating our supplier's environmental practices. ; Prioritising sustainability in procurement through:; • Purchasing sustainable materials from responsible suppliers.; • Implementing waste and recycling programmes.; • Integrating environmental considerations, focusing on energy-efficient hardware, responsible disposal, and contribution to the circular economy.; • Sustainability-focused Supply Chain Management policy.

  Wellbeing

  Accessible Recruitment:; Equality, Diversity, and Inclusion is embedded into our recruitment systems and processes. We uti-lise diversity recruitment software to reduce bias by obscuring an applicant’s identifying factors be-fore interview stage.; We are an equal opportunities employer and include a reflective statement on all job advertisements and prioritise advertising vacancies where possible across several diverse job boards. This is also reflected in our “Wellbeing Companion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbeing.; Workforce Wellbeing Support: ; The well-being of our colleagues is important to us, which is why we continue to build a network of Mental Health First Aiders across the organisation. We have also introduced an anonymous SMS line for Sabio colleagues to reach out and get support. This is also reflected in our “Wellbeing Compan-ion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbe-ing.; Acting on Issues:; To effectively address any issues, we have implemented robust policies, and processes aimed at prompt action and resolution. ; Training and Awareness ; Recognising the importance of supporting individuals through life transitions such as perimenopause and menopause, we offer comprehensive resources, training, and support. ; Community-led Volunteering:; Our volunteering days programme reflects one of our core business values which is to ‘Build Social Value’. We encourage colleagues to contribute their time and/or expertise to a cause close to their heart. Whether it's using their professional skills to mentor students, helping non-profits with market-ing strategies, or lending a hand to local charitable organisations. ; We are partnering with a charity to foster diversity in tech through coding education and another to empower homeless individuals, supporting both through volunteering initiatives.; We also support charitable causes through our charity match funding policy.; Armed Forces Covenant:; We have signed a commitment to the armed forces covenant.

Pricing

• Price: £50,000 an instance a year
• Discount for educational organisations: No
• 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 mark.williams@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.