Harmony transforms your website into a delightfully easy self-service hub. Not only can the virtual assistant answer FAQs, but it also taps into your existing systems and engages with visitors until their desired task is complete. So department staff and call center reps don’t have to answer the same questions over and over (and over).
Harmony is powered by Drift, the leading conversational technology on the planet. Layer on Mongoose’s higher education experience and know-how, and you have a revolutionary solution that truly helps constituents, preserves staff’s time, and enables positive outcomes across campus.
While Harmony automates a multitude of tasks, you can also connect with visitors on a more personal level. Depending on your strategic objectives, the assistant can also capture lead information through conversational prompts (not boring forms), hand off to live chat, or schedule meetings that sync with staff’s calendars.
Harmony seamlessly integrates with your current systems so that visitors can access up-to-date information, complete tasks, and receive a personalized experience.
Harmony is backed by our Support team that delivers unparalleled, unlimited, and free personalized attention. We’re here to respond to your questions (quickly, we might add), offer proactive solutions, and help you look like a rockstar.
At Mongoose, your KPIs are our KPIs. That’s why with Harmony, you get a dedicated Client Success Lead to help your team master the platform, provide Live Chat best practices, and consistently go the extra mile to achieve (or better yet, exceed) your goals.
Mongoose Harmony offers multiple data integration options that align with how your campus is already doing business.
A simple file-based manual method
An HTTP API and webhooks for custom integration projects
Native, configuration-based integration packages for certain SIS/CRM systems
Harmony is incredibly quick and easy to implement on your campus. For a standard implementation using a virtual number and manual data imports, you can be up and running within three to four weeks — whether IT is involved or not.
Specific timelines will vary by campus based on various factors. For reference, a typical implementation takes about five total hours over the course of up to five separate meetings. Each campus is assigned a dedicated Client Success Lead. For many campuses, texting is a new initiative - so we are there to help you. To be sure you are doing it properly.
Some institutions have longer implementations when the custom development via our API is required.
Harmony is architected with security and privacy as highest priorities. Access to production software systems, databases, hosting environments, and infrastructure is strictly controlled, with permission granted for a few select individuals. Access and changes are audited and monitored, and access is only permitted for when necessary for operations.
Mongoose is fully compliant with the guidance and regulations put forth by FERPA and the EU GDPR regulations.
Keeping with the guiding principles of data privacy and transparency, we:
Our client institutions maintain 100% ownership and are in full control of their student data at all times. Our clients’ data is strictly confidential and we shall not disclose, reproduce, copy, publish, distribute, or use for any purpose other than allowing client access to our platform and provided services covered under our license agreements. Upon termination of agreements (or upon request), Mongoose agrees to export and/or permanently destroy any requested data as well as provide written confirmation of disposal.
Full details are provided in our privacy and compliance documentation.
Mongoose utilizes an Employee Acceptable Use of Technology Policy. Mongoose enforces strict control over our employees’ access to your data and we are committed to ensuring that client data is not seen by anyone who should not have access to it. The control and ownership of customer data always remain in the hands of the institution. Data will be permanently destroyed no later than 30 days after a customer’s request or the termination of our relationship.
Mongoose agrees never to provide, sell, share, or otherwise expose client data to a third party, except in the situation where we have enlisted additional service providers to supply required functionality for Mongoose software and services.
The applications in the Mongoose suite of software have been written with an awareness of current web application security risks (following OWASP guidelines). The tools/frameworks have been selected for their ability to provide protection at a base level; making protection the standard during development, rather than an afterthought.
We employ strong password hashing, utilizing the PBKDF2 function with large unique salt values and a high iteration count - and also prevent users from choosing commonly used passwords, with a goal of making a brute force attack extraordinarily difficult.
Mongoose maintains a policy of least privilege when access to customer data, and production software systems are concerned. All such accesses are logged for audit purposes. All transport security is secured over HTTPS with a valid certificate and server configuration that is kept up to date and does not support any obsolete or insecure protocols or ciphers. Data is also encrypted at rest.
With Harmony, there’s no software, hardware, or additional infrastructure for you to install, manage, or maintain. All our services are configured and hosted in a scalable and fault-tolerant environment.
Built-in redundancy within our primary hosting region, along with geographic replication to provide for both rapid failovers and for business continuity in the event of a disaster Microsoft Azure is the primary hosting environment, providing a high degree of physical, network, and application security – with security compliance, including ISO 27001, HIPAA, SOC 1, and SOC 2. Amazon Web Services (AWS) and Google Cloud are also utilized on a smaller scale, for specific services.
We also place high value on reliability and simplicity—in both user interfaces and the infrastructure that functions beneath the surface. We also listen to our clients and use their feedback to continuously improve our platform.
Mongoose software should be accessible to all of our users, both campus staff members and their students, regardless of disability or impairment. Providing excellent usability to all individuals is a core mission of our product development team.
We utilize the Web Content Accessibility Guidelines (WCAG) 2.0 for our standards and set techniques for ensuring that our web-based software incorporates inclusive design and development practices and meets the accessibility needs for a broad range of individuals.
Our partners may sometimes request or refer to the Voluntary Product Accessibility Template (VPAT) for determining accessibility. We recognize the value of completing this level of disclosure, but we find that the WCAG standards and guidance are more appropriate as they comprehensively focus entirely on web-based software.
If any part of our software is found to be inaccessible or presents difficulties in use for any of our partners, we will work together with each institution to determine the nature and severity of the issue and develop a plan to resolve the issue in a satisfactory manner.
Campus staff users may interact with Harmony both via the web and a mobile application for Android and iOS (Apple) devices.
Utilizing the WCAG guidelines as outlined above, we’ve made an effort to ensure the web-based application is:
For users of our mobile applications, our application should work well in conjunction with the accessibility tools and features provided by the operating system software of the device. For more information, see Android or iOS (Apple).
If any part of the software is found to not meet those goals sufficiently, we work with the institution to determine the appropriate solution and implement it.
Currently, all student interaction related to Harmony occurs on the student’s mobile device in the form of text messages sent and received. The accessibility features provided by smartphones varies based on the manufacturer and operation system involved, but we have found that most modern smartphones provide sufficient accessibility features for their internal text messaging application.
For more information see the links above for accessibility features provided by both Android and iOS.
To report any accessibility issues found in our software, please contact email@example.com.
Will Gribble, Director of Enrollment Marketing,