Unifii Ltd

TalkDesk Call Center Software

Talkdesk is a cloud-native Omnichannel, AI driven contact centre platform for call centres and service desks. Talkdesk supports 60+ out the box integrations including ServiceNow, an industry-leading Salesforce integration, as well as an AppConnect marketplace with one-click installs of best-of-breed apps, and an open API to connect to other applications.

Features

  • Simple to install and use: Clicks Not Code
  • Intelligent & Contextual Routing
  • Open integration capbilities
  • Simple Agent Tools
  • Journey Automation Engine
  • Reporting & Analytics
  • Outbound & Dialler
  • Artificial intelligence infused
  • Workforce Management

Benefits

  • Intelligent & Contextual Routing decisions using caller or 3rdparty data
  • Talkdesk Studio is a feature-rich visual designer for easy admin
  • Strong integration capabilities with 40+ integrations out of the box
  • Omnichannel to a connected experience through customers preferred communication channels
  • Simple Agent Tools empowering agents to concentrate on their job
  • Automation engine driving end to end automations through the journey
  • Reporting through live and historical dashboards and reports
  • Outbound & Dialler through simple click-to-call or automated outbound campaigns
  • Artificial Intelligence is woven into the Talkdesk solution
  • Workforce Management using AI to make more accurate predictions/changes

Pricing

£50 to £100 a user a month

Service documents

Request an accessible format
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Framework

G-Cloud 12

Service ID

2 3 5 6 9 3 3 1 6 2 6 2 9 0 6

Contact

Unifii Ltd Unifii
Telephone: 020 3961 6001
Email: info@unifii.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
There are no maintenance windows and suppoort is 24/7. Hardware needs to meet the minimum requirements below. There are no limitiations in scale, everything is scaled virtually from the user point of view.
System requirements
  • Google Chrome
  • Minimum 4 GB of RAM (8 GB recommended)
  • Intel i5 / ADM Ryzen 5 processor
  • The bandwidth used is 100kbps per phone call

User support

Email or online ticketing support
Yes, at extra cost
Support response times
This depends on whether support will be provided by Talkdesk or Unifii, both options can be provided.
Talkdesk support is 24/7 all year.
Unifii offers standard SLA responses, 8-6, Mon-Fri.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat is offered for support directly with Talkdesk. More details can be provided from Talkdesk.
Web chat accessibility testing
Web chat is offered for support directly with Talkdesk. More details can be provided from Talkdesk.
Onsite support
Yes, at extra cost
Support levels
A Customer Success Manager (CSM) is your internal Talkdesk champion, focused exclusively on building a successful partnership between the customers and Talkdesk, ensuring that the business goals set are evaluated during Executive Business Reviews. Your CSM is a resource that Talkdesk customers can rely on for advice on best practices as well as offering access to the new features that Talkdesk is constantly developing.

Talkdesk offers 24/7/365 support via phone, email, and web portal in addition to an online knowledge base with documentation, videos and other support resources. All support can be provided through their customer support portal with assistance from a your CSM.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Talkdesk provide training and consulting onsite, online and we have a document Talkdesk online Accademy. The free Talkdesk Academy is open to agents, supervisors and admins, offering training suited to all experience levels. These courses have been hand-crafted by the Talkdesk support team and are ideal for training new team members, offering them a chance to get up to speed on our tools before they begin using the product. These modules contain instructive videos and short quizzes to test the information presented in the videos. There are also soft skills courses with PDF guides that give you suggestions, tricks and guidelines to make the most of your experience in Talkdesk, whether you're an agent, a supervisor, or an administrator. You can learn more about Talkdesk Academy at https://academy.talkdesk.com.

In addition a comprehensive knowledge base of all talkdesk features, functionality and new releases that includes detailed instructions and videos is available under https://support.talkdesk.com.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Data can be exported through the reporting tools or vi API's.
End-of-contract process
All data is deleted after 90 days of termination of contract. For extracting and downloading data beyond this can be discussed with Talkdesk.

Using the service

Web browser interface
Yes
Supported browsers
Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Talkdesk application can be accessed by a tablet and we have a purpose built mobile application for use on iOS and Android devices. Talkdesk web is mobile friendly, enabling supervisors to views reports and perform tasks directly from their mobile phones or tablets.
Service interface
Yes
Description of service interface
Talkdesk has a advanced GUI that allows users to adapt the visualization of designs to their screen resolution and size. Talkdesk's role based UI is all access via the browser.
Talkdesk Studio, the solution that allows for IVR Flow designs, is equipped with repositioning and zoom functionalities is one of the examples.

Big Screen and Device Optimized
Talkdesk Live displays beautifully on desktops and large screens. Empower your team with the visibility needed to respond to changing conditions.
Accessibility standards
None or don’t know
Description of accessibility
The products that we are developing with our design system does take in consideration the WCAG v2.0. This, however does not guarantee to 100% that a product is accessible.
Accessibility testing
The products that we are developing with our design system does take in consideration the WCAG v2.0. This, however does not guarantee to 100% that a product is accessible.
API
Yes
What users can and can't do using the API
Talkdesk has API centric integration capability.Talkdesk offers a RESTful API that allows developers to access key data and documentation in order to interface easily with other vendors and systems. There are 4 different types of APIs within the Talkdesk Platform. Events API, Core API, Reporting API and Callback API and together they give access to data for and control almost every part of the platform.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Talkdesk was built to be easy and intuitive, and to give the control back to you. The Talkdesk web application is a single point of administration, built to be clicks, not code, allowing you to have full control over all parts of the solution including number management, IVR, Roles, Routing, Channels, Integrations etc.

Talkdesk Studio allows ultimate flexibility. Studio is an interactive visual designer available to our customers that offers Talkdesk Admins a new way to configure, design and manage both very simple and very complex call flows. Talkdesk Studio allows intuitive and powerful routing to help companies to visually design customer journeys without code or IT resources. Talkdesk Studio uses standard CRM data dips and data pushes and the ability to configure custom data dips with other third-party applications. Studio can utilize fields from within a CRM such as SFDC or use dynamic business logic to make specific routing decisions throughout the IVR.

Talkdesk provides the ability to assign each user a role that governs access to data and functionality within the application. You can use the predefined roles in the application as-is, modify those roles , and/or create custom roles to manage access according to your business needs.

Scaling

Independence of resources
The Talkdesk platform is scalable on a technical level, meaning resources, computing power, security, location etc. to support more agents, as well as a logical level, meaning to allow your business to add automation and more efficiency to scale your business without adding more agents.
From a technical perspective, Talkdesk is built on a CPaaS foundation and a microservices architecture, providing unmatched availability, omnichannel interaction delivery, call quality, and on-demand global scalability. This includes the telephony capabilities, for example, you don't need separate instances to open operations in a new region, you can just add a new number.

Analytics

Service usage metrics
Yes
Metrics types
Talkdesk Explore is an embedded BI tool that enables great flexibility & performance when dealing with the contact centre and agent performance data. Out of the box, Explore offers 27 default dashboards and reports to help customers get started and that cover different phases of the interaction life cycle.
In addition, Explore offers a create functionality with +900 metrics and dimensions that allows customers to build their own reports and dashboards. All dashboards and reports can be directly exported, sent to specific distribution lists or scheduled to be delivered in a configured date and time.
Reporting types
  • API access
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
TalkDesk

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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 SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
All dashboards and reports default or custom can be directly exported , sent to specific distribution lists or scheduled to be delivered in a configured date and time.

The Talkdesk Reporting API also provides a raw log of calls, call meta data, and call recordings for voice interactions occurring in Talkdesk allowing integration to other BI/Reporting tools & Dashboards.
Data export formats
  • CSV
  • Other
Other data export formats
Pdf
Data import formats
  • CSV
  • Other
Other data import formats
Pdf

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
Enterprise customers are offered a 100% SLA . Also, depending on the severity of the incident, there are several contractual response times.
Approach to resilience
This is available on request.
Outage reporting
Talkdesk is very transparent about the operational status of its services and any problems, which can be viewed under https://status.talkdesk.com/

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
Access by Customer users (agents) is based on username and password as minimum.
User passwords are stored using a cryptographically secure password hashing function with long random salts and an added cost factor. In the remote event of credentials data-leak, passwords are resistant to brute-force and dictionary attacks.
Single Sign-on integration is available.
Access to Talkdesk can be made using two-factor-authentication or multi-factor-authentication
In case of several authentication failures, agent will be presented with a CAPTCHA. Above an additional threshold, user will blocked for 24h.
Users can reset their password.
Authentication can be limited for some specifics IPs (whitelist).
Access restrictions in management interfaces and support channels
Talkdesk provides the ability to assign each user a role that governs access within the application. Customers can use the predefined roles in the application as-is, modify those roles, and/or create custom roles to manage access according to their business needs.

The permissions on roles are CRUD-based (Create, Read, Update, Delete), and customers can determine which of these options to enable for each permission on a role.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other
Description of management access authentication
Access by Customer users (agents) is based on username and password as minimum.
User passwords are stored using a cryptographically secure password hashing function with long random salts and an added cost factor. In the remote event of credentials data-leak, passwords are resistant to brute-force and dictionary attacks.
Single Sign-on integration is available.
Access to Talkdesk can be made using two-factor-authentication or multi-factor-authentication
In case of several authentication failures, agent will be presented with a CAPTCHA. Above an additional threshold, user will blocked for 24h.
Users can reset their password.
Authentication can be limited for some specifics IPs (whitelist).

Audit information for users

Access to user activity audit information
Users contact the support team to get 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyds Register EMEA - Available from Talkdesk with appropriate NDA
ISO/IEC 27001 accreditation date
24/09/2019
What the ISO/IEC 27001 doesn’t cover
This certification is applicable for all services offered by Talkdesk.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Cloud Security Alliance
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
This is available from Talkdesk with an appropriate NDA in place
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • SOC2 Type II
  • SOC3
  • EU-US and Swiss-US Privacy Shield

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO22301
Information security policies and processes
Talkdesk has an Information Security Management System (ISMS) that includes policies and procedures to allow a systematic approach to protecting the company information and assets from internal and external threats, reducing risk levels. This ISMS is certified under ISO27001 by UKAS. The ISMS has several fundamental principles such as: • Awareness of the need for information security • Assignment of responsibility for information security • Security incorporated as an essential element of development, networks, and systems • Ensuring a comprehensive approach to information security management • Continual reassessment of information security and adjusting improving as appropriate.
The ISMS is supported by several Information Security Policies, continuous information security, privacy awareness and training for employees. Talkdesk communicates this to our employees through an Awareness Program that includes a Learning Management System (LMS), live training and periodical reminder of the importance of having secure practices.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Talkdesk use a secure SDLC (Software Development Life Cycle). This includes:
Peer code review
QA testing
Security testing (covering mainly OWASP)
Recurrent training to developers on Secure Coding
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The Talkdesk production environment goes through a continuous cycle of scanning and remediating vulnerabilities through a series of monthly system and network scans, configuration templates and checklists.

Any identified vulnerabilities are reviewd and classified as critical, high, medium, or low according to vendor classification, impact at Talkdesk and exploit possibilities.

Talkdesk provides real-time status updates on system availability to all customers at Status.Talkdesk.com. Severity ratings for vulnerabilities are not categorized, but status ratings for Talkdesk is provided. Categories include: Operational, Degraded Performance, Partial Outage, Major Outage.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Talkdesk has a dedicated team of System Reliability Engineers that perform continuous monitoring of the whole system, and act proactively as soon as an trend indicates a possible issue. This team has access to a set of dedicated and private tools. These tools are not available to the end customer.

Talkdesk provides real-time status updates on system availability to all customers at Status.Talkdesk.com. Status ratings for Talkdesk is provided. Categories include: Operational, Degraded Performance, Partial Outage, Major Outage.
Incident management type
Supplier-defined controls
Incident management approach
Talkdesk Incident program consists 4 separate phases (Detection, Triage, Containment and Post-Incident).
Talkdesk have a security incident management policy.
· The policy includes reporting to customers and supervisory authorities.
· Notification to customer impacted have to be done as soon as possible, with a maximum SLA of 72h.
· Notification to supervisory authorities follow each authority requirements. The incident response plan is tested monthly.
Talkdesk employees receive training related incident plan during on boarding and then at least once a year.

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

Pricing

Price
£50 to £100 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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