Wirefast Service Definitions. SMS / Fax / Text-to-Speech

Transcription

1 Wirefast Service Definitions SMS / Fax / Text-to-Speech Contact: Angela Stanbrook Position: Chief Operations Officer angela.stanbrook@wirefast.com Tel: +44 (0) Date: September 2013

2 Table of Contents 1 Preliminary Introduction Security SMS Service Overview Outbound SMS Functionality Inbound SMS Functionality Fax Service Overview Outbound Fax Functionality Inbound Fax Functionality Text to Speech Service Overview Functionality Account Management Proprietary Data The information contained in this document is proprietary to Wirefast and all rights are reserved by Wirefast Limited. Copyright 2013 Wirefast, Winchester House, 19 Bedford Row, London WC1R 4EB. Commercial in confidence Wirefast Limited Page 2

3 1 Preliminary This document should be read in conjunction with Wirefast Pricing and Self-Procurement Definitions and Technical/Support Definitions documents. Please note that all services (SMS, Fax, and Text to Speech) use combined systems architecture and therefore are referenced together in these 3 documents. However each service can be procured separately. 2 Introduction Wirefast provides a Cloud based, enterprise electronic messaging service utilising two-way SMS, Fax and outbound Text to Speech to global organisations across a varied and wide range of industry sectors. Messages passing through the Wirefast system are workflow specific, requiring a managed service to ensure timely delivery, notification of receipt, and an audited message trail together with detailed reporting. The Wirefast system architecture has been developed for maximum availability and cost effective capacity expansion, together with flexibility of interoperability with client system APIs. Being Cloud based, it is economical to implement and utilise, ensuring a rapid ROI. Wirefast has a growing and seasoned customer base. It continues to attract numerous uses for its services including, but not limited to: Patient health monitoring, appointment reminders, HR rota systems Healthcare Trade confirmations, secure internet log-in (PINs) - Banking System alerting, logistics/delivery notifications - Energy Weather alerts and warnings, refuse collection notifications - Government Agencies Flight manifests, lost luggage, aircraft to ground communication - Aircraft/Travel Business process alerting/information, customer notifications (insurance claims, loan applications) - Financial/Insurance Wirefast has developed and continues to extend its messaging services in-house and has a policy of controlling source code for all operational elements. All services, for use across multiple business processes, are easy to use and have been designed to comply with stringent security and WCAG guidelines. The Wirefast Messaging System is an enterprise grade multi-channel communication system with a global reach, incorporating outbound SMS, Fax and Text-to- Speech messaging, as well as inbound SMS Commercial in confidence Wirefast Limited Page 3

4 and Fax. Messages are delivered either to or to other back office applications, and can be used at both individual and application levels. The core of the system is Wirefast s high availability messaging gateway, hosted at two sites in the UK. The service is monitored and supported 24x7 by a message management team Global Messaging Support Team (GMST). In summary, the Wirefast Messaging Service (WMS) is an outsourced Fax, SMS and Text to Speech gateway designed to complement existing communications systems and enhance the flow of business information to clients. Why Wirefast? Over 6 years of 100% system availability Multiple network combinations and switching capability Clients able to view message tracking service via online portal Detailed reporting and management information services Up to 7 year message archive and retrieval service Message receipt and delivery/non-delivery notifications Automated retry process when delivery is unsuccessful 24x7 UK based message monitoring by GMST and delivery assistance when required Full message audit trail Access via standard protocols SOAP, MQ, SMTP, HTTPS, FTP, Salesforce and SFTP Dual site resilience for Disaster Recovery In-house development team deliver timely enhancements and bespoke applications No additional hardware or software required Comprehensive service level Commercial in confidence Wirefast Limited Page 4

5 3 Security Wirefast takes security seriously we are fully ISO27001 certified and IL2 accreditation is currently under application. We are annually audited by several independent 3 rd parties. The Board and Management of Wirefast Limited are committed to preserving the confidentiality, integrity and availability of all the physical and electronic information assets throughout our organisation in order to preserve regulatory and contractual compliance. Information and information security requirements will continue to be aligned with our goals and our information security management system (ISMS) is intended to be an enabling mechanism for information sharing, for electronic operations and for reducing information-related risks to acceptable levels. Wirefast s current strategic business plan and risk management framework provide the context for identifying, assessing, evaluating and controlling information-related risks through the establishment and maintenance of an ISMS. The Risk Assessment, Statement of Applicability and Risk Treatment Plan identify how information-related risks are controlled. In particular, business continuity and contingency plans, data backup procedures, avoidance of viruses and hackers, access control to systems and information security incident reporting are fundamental to our security. Control objectives for each of these areas are defined and are supported by specific, documented policies and procedures. Clients will be notified immediately upon Wirefast becoming aware of any threat to security, including actual, potential or attempted. All employees of Wirefast must comply with our security policy and with the ISMS that implements this policy. All staff receive the appropriate training and the ISMS is subject to continuous, systematic review and improvement The Wirefast Information Security Management System is designed to comply with ISO27001:2005 and will be reviewed to respond to any changes in the risk assessment or risk treatment plan and at least annually. Our Security Policy is available upon request from our CTO Paul.White@Wirefast.Com Commercial in confidence Wirefast Limited Page 5

6 4 SMS Service Overview SMS is now one of the most ubiquitous and successful forms of communication. With Wirefast s unrivalled global reach, you can use SMS to its full potential in providing innovative services including 2-way SMS to both customers and employees, wherever they are. Wirefast provides a secure, carrier grade enterprise SMS gateway designed for easy integration to your existing applications, delivering a global, high availability network for the delivery of messaging services to mobile phones. SMS is the fastest, cheapest and most personal enterprise to consumer communication tool available today. Wirefast offers outbound SMS services, delivering text messages from enterprise applications to millions of mobile subscribers handsets all over the world. Every detail counts and it is our top priority to make sure that our outbound messaging service meets the most demanding enterprise requirements, both from a quality and a cost perspective. Our inbound SMS messaging services supports the reception of messages from mobile subscribers handsets to applications including . We provide Mobile Originated Long Numbers, also known as Virtual Mobile Numbers, to enable you to receive SMS from customers, partners and employees. The advantage of using Mobile Originated Long Numbers is that they are in an international number format, permitting reception regardless of which operator or country you are receiving messages from, including when subscribers roaming abroad. 4.1 Outbound SMS Commercial in confidence Wirefast Limited Page 6

7 4.1.1 Functionality Just some of our Outbound SMS features: Global reach with over 800 networks connections worldwide Bespoke Originating Address Direct carrier connections Bespoke easy onboarding via web portals Managed capped traffic restrictions/spending caps Web portal sending Send direct from Web portal addressing directories Delivery of one message to multiple SMS recipients Bespoke sending thresholds User-friendly address format Bespoke subject field formatting No-reply options Message concatenation supported Bespoke maximum character limit Automated bespoke pre and post amble Prioritised automated wording Mobile network configuration validation prior to sending Personal address books Web portal character 'countdown' Web portal incorrect configuration warning messages On-handset delivery receipts Restrictions sending to configured numbers, number ranges, premium and international numbers Encrypted user data to the entry point of the mobile network signature removal Configurable retry expiry period Blocking Non Geographic Numbers Priority messaging Commercial in confidence Wirefast Limited Page 7

8 4.2 Inbound SMS Functionality Just some of our Inbound SMS features: Receive inbound SMS message direct to Up to 5000 keywords associated with one long number Individual address may be associated with more than one number/keyword Long number default address Web portal ability to turn on/off long numbers Web portal allocation for long number and keyword allocation Audit trails Commercial in confidence Wirefast Limited Page 8

9 5 Fax Service Overview Wirefast s Fax services allow s to be sent and received as Fax, either from a desktop or directly from front and back office applications. The power of cloud based faxing is the highly effective way dependence on paper-based processes is minimised, allowing you get more out of your investment in and reduce your carbon footprint. It also means you can reduce capital costs by continuing to support legacy technology when it remains the most appropriate way to communicate. Wirefast s enterprise Fax service is an outsourced electronic fax service used by many of the world s largest corporate, financial institutions and government agencies. It turns to fax at our Messaging Gateway before being sent on to the recipient. The service also includes 24x7 message monitoring, delivery notification and seven year secure archiving to help you meet compliance and regulatory requirements or simply to provide a verifiable record of your activities. What s more, archiving and retrieval is simpler, faster and more powerful than it could ever be with a traditional approach to such processes. Users also enjoy built-in peace of mind, because the Wirefast platform does everything to ensure that every outbound and inbound fax is delivered safely. In the occasional case where a message cannot be delivered, it commences a message assessment to ensure that all possible routes for delivery are tried and exhausted before a non-delivery notification is sent back. Wirefast s unique Outbound Fax per-second billing model offers potential cost savings to you of up to a third of the price compared to typical per page or per minute faxing pricing - you are charged the exact time it took to deliver your message. Wirefast s Fax service is a more efficient way to send and receive documents: Take advantage of a secure fax system as they are delivered straight to the recipient s inbox, not a public fax machine Peace of mind, have confirmation of delivery sent directly to you by Greater efficiency for document storage, retrieval and archiving A lower carbon footprint, helping you to achieve your CSR and CRC commitments Rapid ROI: No licence fees or maintenance costs Significant cost savings through decommissioning onsite fax infrastructure Commercial in confidence Wirefast Limited Page 9

10 5.1 Outbound Fax Functionality Just some of our Outbound Fax features: Global reach Easy onboarding via web portals Web portal sending Web portal addressing directories Internal administration levels supported via web portal Send direct from Encrypted user data to the entry point of the telecom network User-friendly address format Delivery of one message to multiple Fax recipients Addressing via manual input, personal distribution lists or a central address book Multiple attachments Attachment support Blocking NGN s Non Geographic Numbers Commercial in confidence Wirefast Limited Page 10

11 5.2 Inbound Fax Wirefast provides Inbound Fax services with local numbers from many countries providing customers with a means of receiving faxes directly to their system, facilitating a follow me solution. Wirefast utilizes telecom providers employing Intelligent Network Call Processing (INCP) to offer a reliable, international inbound service over a global network, strengthened by state-of-the-art CS1 architecture. This is enhanced further by comprehensive switch and routing diversity to provide class leading global availability levels. We now also provide Local US IBF numbers direct from carriers within the USA which are more VoiP based via Virtual Rate Centres. Commercial in confidence Wirefast Limited Page 11

12 5.2.1 Functionality Just some of our Inbound Fax features: Receive direct into your inbox Fax is automatically digitised Receive attachments in PDF or Tiff format Easy onboarding via web portals National Provision of UK national numbers for calls made from within the UK. The recipient of calls made using the National service will incur no charge. National Plus Provision of a UK PSTN number available to UK and international callers. Global Provision of local international PSTN numbers. Global Free Provision of international toll free numbers. The originator of a Call(s) to any Global Free number(s) will not be charged. The recipient will incur all call charges and will be billed via their Wirefast account. Delivery Messages can be delivered to more than one or fax address at a time. Messages can also be sent or delivered from shared mailboxes. Commercial in confidence Wirefast Limited Page 12

13 6 Text to Speech Service Overview The Wirefast enterprise Text to Speech Gateway allows your business to send and convert messages from Text to Speech, in an instant. We use an innovative cloud based system that allows Text to Speech conversion from any application including , website or back-office system. Wirefast Enterprise Text to Speech solution is Software as a Service (SaaS), and a cloud based application, there s no need to invest in additional hardware, software or licence fees: Send messages alerts, customer service requests, updates, appointment reminders and more to any landline or any mobile, worldwide Compliant Text to Speech allows dissemination of information to the visually impaired Be certain messages have been received and listened to our message acknowledgment process allows you to track who has listened to the message and for how long. Quick and simple to integrate with your existing technology Cost-effective you can choose to pay either for the number of messages sent or the time taken per message (minute by minute) Commercial in confidence Wirefast Limited Page 13

14 6.1 Functionality Just some of our Text to Speech features: Global reach 35 different languages Accents and gender choices per language Personalise messages Bespoke post and pre ambles Opening and closing messages attached to each transmission 6.2 Account Management The Services provided to the Client will be managed by Wirefast s account group, which consists of: Account Manager Service Delivery Manager GMST Support Desk The primary responsibility of the account group is to ensure Wirefast adheres to this service level and the development of the Client relationship. The following is a list of responsibilities that the account group are expected to undertake: Prepare and submit monthly service reports; Run regular service reviews; Ensure service requests are correctly handled; Client training Respond to System change/development requests from the Client; Deliver in-house training to Wirefast staff on specific Client support requirements; and Undertake familiarisation of the Wirefast Portal as applicable. Wirefast commits to working collaboratively and actively with clients and service providers to achieve highest levels of Service Management. Commercial in confidence Wirefast Limited Page 14