At The Touch of a Button Ltd

Quality and performance management solution for contact centres

Easily create and maintain your contact centre quality evaluation forms; perform evaluations quickly and simply across any number of skills or media channels; meet with employees, give feedback, record and track action items; run your reports on demand and all users have access and a role to play. Simple.

Features

  • Create and manage employee performance evaluation forms
  • Give and track feedback on employee performance
  • Create and track action items to completion
  • Allow all users to view data specific to them
  • View results on screen and by exporting to spreadsheets
  • Create and manage knowledge articles to help employees perform
  • Easily calibrate evaluators to ensure consistency of rating performance
  • Add and edit users and profiles by self-service
  • Manage all key configurations of the software yourself
  • Software that works for your business and your terminology

Benefits

  • Eliminate the need for spreadsheet skills - build forms easily
  • Speed up the process of evaluating performance
  • Make feedback powerful by tracking it transparently
  • Users can self-manage performance easily
  • Users can self-serve a variety of custom reports
  • No software or hardware to maintain
  • Easy set-up - be live in less than an hour
  • Easy to learn - training is less than 20 mins
  • Have custom reports built and run them on demand
  • Improve employee performance and engagement

Pricing

£4.50 to £12.00 per user per month

Service documents

Framework

G-Cloud 11

Service ID

2 7 5 2 4 9 7 4 9 4 5 9 5 0 8

Contact

At The Touch of a Button Ltd

Colm Maguire

07845 316379

colm.maguire@optiop.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints None, except that users should use a modern browser - IE11 or above, Chrome, Safari, Firefox, Opera
System requirements
  • Modern, up-to-date browser available to users
  • Reliable internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 1 hour, at all times
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Phone and email support are provided free of charge. On-site services are available for clients who want an on-premise solution at a day rate in the region of £900 / day
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started I provide online training and user documentation - the system is very easy to use and even admin users will only need an hour of training to be fully self-sufficient
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We provide a full extract in CSV or alternative flat-file format
End-of-contract process At the end of the contract, a full data extract is delivered to the users, and their data is deleted from our systems, all included in standard pricing.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Some scrolling from side to side when phone in portrait mode
Service interface No
API Yes
What users can and can't do using the API Using appropriate authorisations and secure network protocols, users are able to connect their reporting tool to their data in our service. Users are also able to connect their own systems such as Salesforce to our system in order to read their customer data when performing evaluations.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can customise their logo via technical support; customise certain data points and conditional formatting via self-service; create their own skills and skill sets, knowledge articles, competencies, activities and sub-activities via self service; users can add and edit user profiles via self-service.

Scaling

Scaling
Independence of resources We maintain automated alarms on all CPU And RAM usage levels on the server, and are able to spin up new instances on demand to cope with any peaks in user activity.

Analytics

Analytics
Service usage metrics Yes
Metrics types Users can, using a self-service reporting page: view average active daily users; number of evaluations performed; user status reports
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

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 Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • 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 A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach They can export their data by running reports on a self-service basis and using the in-built export to spreadsheet format procedure
Data export formats Other
Other data export formats Excel
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee 99.9% uptime for our service and will refund fees, pro rata, for any periods of downtime in excess of 0.1%
Approach to resilience Available on request
Outage reporting Outages are reported by email to end users

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Implements the principles of 'least privilege' and 'role-based access control'. This is line with best practice per ISO 27001
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Aligns to ISO/IEC 27001
Information security policies and processes We follow rigorous internal processes to ensure the risk of information security breaches has been eliminated.
Our Information Security Program is based on industry best practices and regulatory standards. We maintain our own Information Security policies to protect customer data hosted in our systems and perform annual reviews and audits to ensure the integrity of our hosted offering. It is understood that we ensure the security of the cloud-hosted infrastructure and that customers should ensure that any data they store via our software is appropriate for such storage.
Our Information Security Team manages the enforcement, development, and maintenance of information security policies and standards to ensure our customers’ information are maintained in a secure environment, in accordance with generally accepted best practices. The Information Security Team is responsible for updating policies as necessary, initiating and managing periodic reviews of the information security policies and standards, as well as evaluating exceptions to information security policy and standards

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Any changes are fully documented and specified on our change control form, before being peer-reviewed and pre-authorised and then go to a change authorisation board (CAB) for processing. The outcome of the CAB review is documented and actioned appropriately. Any changes are designed, built and tested, using unit testing, in a test environment before being rolled out to production. All users and employees are updated appropriately, using updated documentation and user guides.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We identify critical systems, identify owners, test for vulnerability on a 6-monthly basis and document the results, and apply remedies as necessary if any vulnerabilities are found.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Potential compromises are identified proactively by the use of penetration testing (external). If an issue is identified it is categorised Critical, Medium or Low.
Critical category issues are addressed immediately.
Medium category issues are usually dealt with on a weekly basis.
Low category items are resolved on a monthly basis as part of the ongoing maintenance routines.
Incident management type Supplier-defined controls
Incident management approach We pro-actively update clients if an incident occurs. The goal of incident management is to restore normal service as soon as possible. The incident management process below outlines the steps to restore operation to normal:
• Incident identification
• Incident logging
• Incident prioritisation & categorisation
• Investigation to identify issue or cause
• Fix and close identified issue
Once resolved, we update clients about the resolution.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £4.50 to £12.00 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Fully functioning version made available for a 30 day free trial
Link to free trial https://secure.optiop.com

Service documents

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