SVL Business Solutions Ltd

Omningage - Amazon Connect Agent/Supervisor Desktop and Reporting/Dashboards by SVL

Omningage Desktop is an enhancement to the standard services SVL can deploy through AWS to deliver Amazon Connect to a cloud Contact Centre. It comprises a comprehensive and customisable omnichannel agent CX interface, supervisor desktop and reporting dashboard package designed to lower call times and improve UX

Features

• Cloud Contact Centre software
• Chatbot automation
• Video call capabilities
• Unlimited API integrations
• Analytics and Customer Sentiment Scoring
• Customer satisfaction surveys
• Comprehensive Reporting Package
• Supervisor Desktop for overall control, reporting and monitoring
• Full Omni Channel
• Built in AWS using tried and tested AWS services

Benefits

• Reduced contact centre costs
• Improved customer experience
• Agile, scalable and flexible
• Integration with existing systems
• Multisite routing provides flexibility of distributing resources across geographies
• Real time data to adjust call flows and skills groupings
• Identify coaching opportunities
• Consolidate multichannel customer support with one solution
• True consumption based pricing pay only for what you use
• Reduce the capital of on premise equipment

£7.50 to £26.25 a user a month

• Free trial available

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

Framework

G-Cloud 14

Service ID

969668864733727

Contact

Sales Team
01355900000
sales@svlbusinesssolutions.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Omningage provided by SVL is an overlay set of solutions that works with AWS Amazon Connect to create a richer user experience.; ; Providing out of the box integrations and open APIs, it can be integrated with other systems and business applications (e.g. CRM)
• Cloud deployment model: Public cloud
• Service constraints: There are no specific constraints. Deployment designs will be subject to requirements. The software is updated in 6 week sprints with new features and big fixes provided with 7 days notice ahead of a pre-arranged upgrade window with the customer.
• System requirements:
  • AWS
  • Amazon Connect

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 1 to 4 hour response time depending on severity; 24/7 cover
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: 24 x 7 365 days a year; 1 to 4 hour response depending on the severity of the issue.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite or remote training or a blended approach depending on the requirement of the organisation. Documentation available both online and as PDF
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be extracted as required
• End-of-contract process: There is a 90 day notification of termination.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The user interfaces are delivered by web and are therefore accessible anywhere with an internet connection. omnichannel delivery is via WebRTC which makes this an extremely portable and scalable solution suitable for office/hybrid working, disaster recovery and full homeworking.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The interface allows configuration and administration of the system. This can be accessed by appropriate users via the browser interface.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Not applicable
• API: Yes
• What users can and can't do using the API: An open API platform is provided for businesses to integrate with a wide range of business applications of their choice. We have a development service and are therefore able to to connect with any system that can provide API connectivity.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SVL will support businesses users to customise the solution to meet their business needs. We are able to consume over 200 different AWS services within the platform including translations, transcription, natural language understanding and many more.

Scaling

• Independence of resources: Omningage is built on AWS serverless architecture and doesn't require any physical or virtual resources. As a cloud solution, Omningage is highly scalable and resilient.

Analytics

• Service usage metrics: Yes
• Metrics types: Omningage provides a full range of metrics that can be used in standard and customer reports or on wallboards. Data can be exported for use in other reporting tool.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• 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: The in built report type can be exported as CSV, however all data is stored within a secure S3 bucket and can be accessed directly by the customer and their BI teams.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • XML
  • ODBC Connectivity
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • HTML
  • JSON
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: The service runs within an AWS VPC (private subnet) and can only be accessed by an internet gateway. This is secured by firewall rules.

Availability and resilience

• Guaranteed availability: Amazon Connect is 99.99% uptime guaranteed and AWS S3 has 11 9's durability where customer data is stored.
• Approach to resilience: The Contact Centre platform's architecture has multiple levels of redundancy built into it. Typically we run in active / active mode to ensure service failover is as seamless as possible without causing disruption.
• Outage reporting: Email Alerts are sent to the authorised contacts for each customer.; There are 4 levels of priority support cases P1-P4 - please refer to service definition and T's and C's document.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Fully configurable profile based access controlled by individual ID and passwords.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 02/11/2024
• What the ISO/IEC 27001 doesn’t cover: All operational areas are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures. It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration and change management processes are fully covered by ISO27001 certification and ISMS. All change is approved via a Change Advisory Board where all change requests are assessed via a number of security impact criteria. All changes are pre-configured and tested, with automated deployment to ensure consistency of production releases with pre-production testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Any threat is absorbed via AWS as they own the infrastructure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Omningage uses standard AWS services (WAF, Guard Duty) to identify and monitor any compromises in data.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incidents are reported via our service desk. Reports are discussed and agreed upon with customers at the point of on-boarding.; Incident management processes are in line with ISO 27001 accredited governance procedures. Users can report incidents by telephone and email. System alerts also notify of incidents. Critical outages or other significant incidents are immediately notified by telephone, with non critical incidents initially notified by email. All incidents are reported in document format by email following root cause investigation.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Highlighting our proactive approach to reducing emissions and fighting climate change, we have put in place a tangible Carbon Reduction Plan. Through a measurable plan, we are fully committed to achieving net zero carbon by 2050 at the latest and reducing our environmental impacts year-on-year. ; As we continue to work towards net zero greenhouse gas emissions, we have moved our full fleet of company cars from diesel to electric. Aligned to our zero-carbon pledge, we have implemented a ‘Electric First, Diesel Last’ policy. This policy states that for all new vehicles we purchase the preferred option will be the purchase of an electric vehicle. If this is not a viable option, our second option will be to purchase a hybrid vehicle. Diesel cars will be last resort only.; Reducing the physical usage of on-site electricity, we are moving as many clients as possible from on-premises, server-based software to cloud-based servers and storage. This not only extends environmental benefits but also reduces the creation and distribution of significant amounts of hardware.; In our own building, we have environmental measures in place to reduce the use of electricity, gas and water. For example, to promote energy efficiency, we have introduced a “switch it off” policy at our offices. Our staff are instructed to turn off all lights and electrical appliances when they are not in use to minimise electricity use. In addition, in our offices we incorporate energy-saving features such as:; -Low-energy lighting; -Thermostat-controlled heating; -Insulation; Further evidencing our commitment to fighting climate change and reducing carbon emissions, we have continued our policy of hybrid working post-pandemic. Our flexible working policy allows all staff to work from home 3 days a week. Supporting this, we minimise business travel by advocating the use of conference calls instead of in-person visits.

  Covid-19 recovery

  We are committed to supporting organisations and businesses to manage/recover from the impacts of COVID-19. Demonstrating our commitment to supporting businesses/organisations, we have implemented several initiatives: ; ; -We have extended our terms to accommodate clients with short-term cash flow issues; -To alleviate financial burdens, we have enabled our clients to pay only for what they used the previous month. As part of this, we have helped organisations transition from hugely expensive up-front licence-based models of expenditure to a consumption-based (or usage-based) payment model ; ; Further evidencing our commitment, we offer 24/7 support to our clients who are still working on the front-line against COVID-19. This includes Blue Light, Community Care and our NHS clients. For example: ; ; -To facilitate better social distancing/new ways of working, we are providing extra call lines to NHS call-centres; -To ensure service resilience, we are providing continuous support/technical expertise to essential 24/7 helplines and emergency control rooms (111 and 999) across the UK and Ireland; ; We are also committed to improving the working conditions within our own operations to further support COVID-19 recovery. To continue facilitating social distancing, we have maintained the office layout designed for social distancing. To mitigate overcrowding and ensure our office is never too busy, we promote flexible working arrangements. This includes empowering our staff to work-from-home for up to 3 days a week.

  Tackling economic inequality

  Reflecting our dedication to tackling economic inequality, we prioritise increasing the resilience and capacity of supply chains. One way we are doing this is by bringing Contact Centre as a Service (CCAAS) products such as Amazon Connect to SMEs across the UK. Traditionally and up until the last 18 months, this type of software has been too expensive for SMEs and required a heavy up-front investment. However, by introducing a simple usage-based pricing model, this allows smaller businesses to receive all the benefits of a high-quality Contact Centre. These benefits include but is not limited to:; ; -Enhanced customer experience: Providing customers with a seamless, digital-centric service environment with multiple channels for interaction ; -Advanced analytics: Leveraging smart, AI-based business insights to stay ahead of customers needs and preferences ; -Cost-effectiveness and flexible: Transitioning from expensive hardware and maintenance to more-cost effective, flexible and scalable cloud solution ; ; By enabling SMEs to gain access to these benefits, we promote the competitiveness and sustainable growth within the SME sector. ; ; As part of increasing supply chain resilience/capacity we take proactive measures to identify and manage cyber security risks. As a business, we have achieved our Cyber Essentials Plus Certificate of Assurance. Highlighting our commitment to upholding cyber security for our clients, this is the highest level of certification offered under the Cyber Essentials scheme.; ; We will further minimise economic inequality through ongoing innovation and the development of new future-proofed methods for our clients. For example, to enhance delivery and efficiency, we have invested in a new card fraud and digital payments products. This effectively eliminates risks associated with payments via phone calls, digital, social or video channels. By embracing these innovative solutions, we empower our clients to navigate the digital landscape with confidence while advancing economic equality.

  Equal opportunity

  We are committed to fostering inclusivity and diversity across our workforce, our supply chain and customer base. We have Equality & Diversity and Health & Wellbeing policies that articulate our commitment to equal opportunity and inclusion. ; ; Preventing discrimination in our recruitment process, we are an Equal Opportunities employer. Maintaining a diverse workforce, applicants will not be discriminated against based on race, colour, nationality, ethnic or national origin, religious beliefs, sexual orientation, gender, disability or any other reason. ; ; As part of our commitment to equal opportunity and as a disability-positive employer, we proactively encourage our staff, suppliers, customers to increase the representation of disabled people within contract roles. As part of this, we are dedicated to tackling inequality and ensuring that every role within our organisation is accessible. ; ; With advancements of technology, the traditional requirement for physical presence, especially for Engineers working in difficult to access server rooms has significantly reduced. Alleviating previous restrictions on these roles and allowing for an increase equal opportunity/representation, technical/engineering support can now take place via accessible computers from any venue. ; ; Moreover, to gain insights into the unique needs/challenges faced by disabled people, we collaborate with suppliers who operate within the care community. By partnering with like-minded suppliers, we create meaningful employment opportunities for disabled individuals and gain insights in how to support them in their homes/work. ; ; To provide further skills and employment opportunities for our employees including those from disadvantaged/minority backgrounds, we look to advertise positions internally and promote from within. Those who promote our values and lead by example are identified for pay raises, annual bonuses or promotions in line with our progression pathways and reward mechanisms.

  Wellbeing

  To support employee health and wellbeing, we invest in an Employee Assistance Programme (EAP). Designed to provide compassionate support to our staff through any challenges they may face, this programme offers: ; ; -24/7, 365 support: Our EAP ensures that out staff have access to assistance round-the-clock every day of the year. This includes a 24-hour helpline and telephone counselling service; -Comprehensive resource library: Tailored to the individuals wellbeing journey, our EAP provides a comprehensive library of resources, including articles, self-help tools and videos; -Accessible App and portal format: Recognising the importance of accessibility and allowing employees to access support/resources whenever they need it, our EAP is available in both app and portal format; ; In addition to the Employee Assistance Programme, we also offer support to our staff through: ; ; -Open-door policy with Directors: To address issues relating to physical and mental health, all staff are encouraged to have confidential discussions with our Directors and receive full support; -Mental health awareness sessions: To raise awareness and educate our employees in managing their mental wellbeing effectively, we conduct regular mental health awareness sessions ; -Flexible work arrangements: To accommodate employees with long-term health conditions, we offer flexible work arrangements. This enables our staff to balance their health needs with their work responsibilities. ; -Work-life balance: Aligned to the above policy, we actively promote a health work-life balance and encourage employees to take the time they need to properly manage their heath (and health conditions) ; -Free private health and dental insurance: To ensure our staff have swift access to healthcare treatments/services, we offer free private health/dental insurance to our staff

Pricing

• Price: £7.50 to £26.25 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trials can be offered as a POC. Post discovery session and agreed deliverables.

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