Britannic Technologies

Bizvu Messaging Platform

Bizvu Messaging allows clients to bring together webchat, chatbot, social channels and messaging platforms (both Public comments and Direct Messaging) into a single hub, giving agents the opportunity to respond across channels without needing multiple interfaces. The platform can also provide targeted routing into any contact centre or CRM system.

Features

• Customer conversation and real-time threads
• Advanced search, social & sentiment analytics
• Task scheduling, service & appointment booking
• Integrate social streams eg. Facebook, Instagram, TripAdviser and more
• One click response, reply to many
• Builds groups and lists
• Intent Based, Machine Learning Chat bot
• Target marketing & publish content, tinyurl, video, UGC
• Manage followers and communities in complex customer arrangements.

Benefits

• Allowing self-serve reducing cost and empowering customers.
• Ensure Users can respond more easily with smart actions.
• Providing insight into social media comments and interactions.
• Extend hours of operation, running. A 24 hour service desk.
• Lowering cost to serve & fulfil.
• Integrate social feeds into the contact strategy.
• Reducing integration costs and API maintenance.
• Consolidating applications into core a architecture.
• Increases speed to resolution and satisfaction.

£6,077 a unit

Service documents

• Pricing document

  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 jcambpbell@btlnet.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

948805253671537

Contact

James Campbell
01483242550
jcambpbell@btlnet.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: Call Centre Software; E-commerce platforms; CRM / Databases
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: None. Fully managed solution

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via Britannic's website
• Web chat accessibility testing: N/A
• Onsite support: Onsite support
• Support levels: The Britannic Service Desk is committed to delivering the best service for our clients. Our process ensures that any critical customer issue is promptly escalated, day or night, regardless of contract level. This minimises delays during major incidents. Technical expertise and accountability are fundamental to our service ethos. Each new product added to our portfolio undergoes rigorous technical onboarding to cultivate in-house subject matter experts, enhancing the value we deliver to customers. In cases requiring vendor escalation, typically for software bugs or feature requests, we demonstrate our commitment and capability by managing the majority of service tickets and requests in-house. We take pride in our flexibility, adhering to necessary processes outlined in our ISO/IEC 20000 accreditation while striving to exceed customer expectations. By default, new customers are provided with our Bronze support package at no additional cost, however we can discuss increasing this if required. Pricing is based upon a percentage of the list price of the equipment in the solution. We also report on a tighter, internal measurement of SLO (Service Level Objective). This is a service goal which Britannic set above the contractual SLA measure. We are fully transparent with our customers regarding our performance against this measure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the kick-off stage of your project, training needs will be discussed, and a tailored plan will be created that is closely aligned to existing skill-levels, appetite and timelines. We offer a variety of tailored training packages to suit the scope of any given project. We cater to all levels of user; end-users, system administrators, super-users, supervisors, managers and can offer train-the-trainer sessions when appropriate. Recognising the pivotal role training plays in the adoption of new processes, we provide flexible delivery options, including on-site, classroom, and web-based sessions. Our extensive training portfolio encompasses a range of high-quality courses covering all aspects of the proposed solution. Our team of trainers includes Britannic Subject Matter Experts, engineers and external professional trainers with the most appropriate resource being agreed between all parties ahead of time. Post-training, we gather feedback from trainers and attendees and provide relevant information to enhance the user experience further. We provide access to additional resources, such as user guides and videos, plus a variety of materials which can be accessed when needed. To ensure continuous skill development, we recommend follow-up, refresher, and ongoing skills-based training.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We will work with the customer and their chosen provider to migrate data as appropriate
• End-of-contract process: At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

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: There is a dashboard which provides reporting, analytics & access to interactions
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: NA
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: We have completed many customisations on Messaging to support specific customer requirements. As the Britannic Group are the developers of the product, our ability to customise the tool alongside our customer's is unparalleled

Scaling

• Independence of resources: We use elastic scaling to not impact upon demand of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Various customer journey maps and analytic metrics are available, plus detail on the service quality and support efficacy from Britannic
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Bizvu

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Csv
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.95% uptime SLA; Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
• Approach to resilience: Available upon request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are securely accessed via password / 2FA control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
• 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: 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: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the BTL Information Security
• 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 22301 Business Continuity

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: Britannic Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. Britannic Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by Britannic 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all Britannic management processes are frequently reviewed to ensure Britannic remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by Britannic CEO and Information Security Management Forum, made up of members of the Senior Management Team. Britannic Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013. ; In order to identify potential threats we have:; - compiled an inventory of assets connected to our network; - identified critical systems and at-risk systems; - established timely and scheduled patch management process; - established a process ensuring programs and apps run the latest software versions; - established remediation timelines; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; We conduct a regular vulnerability testing/scanning process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Britannic have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: Britannic have a well defined process for managing and updating incidents. ; Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular updates to key stakeholders and is only closed once a full RFO is delivered.

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

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an integral component of our environmental strategy, our dedication to sustainability encompasses multiple facets, spanning from our office practices to our data centre operations. At the core of our commitment lies our conscientious approach to recycling.; Within our office premises and across our datacentres, recycling initiatives are rigorously implemented. Specifically, within our datacentres, dedicated recycling collection points are established to ensure the proper disposal of all equipment packaging. This meticulous process is not only compliant with regulations but also aligns with our values of environmental stewardship.; ; For Britannic, our environmental commitment is not in place solely to adhere to compliance regulations, we want to play our part in fostering a greener future. Through comprehensive recycling initiatives, responsible disposal practices, and strategic partnerships, we endeavour to lead by example in championing sustainability across all facets of our operations.

  Equal opportunity

  The company is strongly dedicated to promoting diversity and inclusion across all areas of our business operations. The following is a summary of our policies, practices, and activities that support diversity and inclusion: ; Recruitment Policies & Practices: ; - Equal Opportunities Policy: We have a comprehensive Equal Opportunities Policy in place that ensures all individuals associated with the company are treated fairly and without discrimination. This policy complies with anti-discrimination laws, protecting against discrimination based on protected characteristics such as age, disability, gender, and more. ; - Recruitment Practices: Our recruitment processes are designed to prioritise merit and eliminate any form of discrimination. We use gender-neutral language in job advertisements, and our interviewers are trained to avoid asking discriminatory questions. We also ensure that our vacancy advertisements are widely disseminated to reach a diverse section of the labour market, promoting equal opportunities. ; - Equality Monitoring: We actively engage in equality monitoring by voluntarily and anonymously collecting data on various aspects, such as ethnic group, gender, disability, sexual orientation, religion, and age. This data helps us identify underrepresented or disadvantaged groups within our organisation and informs our diversity and inclusion initiatives. ; ; Our policies and practices demonstrate a clear commitment to enhancing diversity and inclusion in recruitment, internal development, and customer-facing service delivery. We continuously monitor and improve these initiatives, ensuring that diversity and inclusion are not just policies but integral parts of our organisational culture.

  Wellbeing

  Britannic are deeply committed to generating social value through our holistic approach to employee wellbeing and community engagement. We understand that fostering a supportive and empowered workforce not only benefits our employees but can make a positive impact on the local community.; Private Medical Coverage: Our provision of private medical coverage, including mental health services, ensuring that our employees have access to essential healthcare resources. By prioritising mental health, we contribute to reducing the stigma around these issues and promote overall well-being.; Birthday Leave: We believe that personal milestones are worth celebrating, and granting a day off for birthdays is a small way to show our appreciation for our employees. This policy enhances work-life balance, allowing individuals to spend quality time with loved ones and nurture personal relationships.; Volunteering Day: Our dedication to social value extends beyond the workplace. We offer our employees the opportunity to take a volunteering day, empowering them to give back to their communities. This not only strengthens our employees' sense of purpose but also creates a positive ripple effect by supporting various charitable causes within the local community.; Personal Training and Development: We actively encourage personal training and development initiatives. By investing in our employees' growth, we not only equip them with valuable skills but also foster a culture of continuous learning and innovation.; Extending Social Value to Clients: We actively seek to provide social value to our clients, through volunteering days, seminars, conferences, workshops, training assets and wellbeing portals.

Pricing

• Price: £6,077 a unit
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

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