Ctalk Contact Centre Web Chat enables agents to chat with clients via web sites offering "click to speak" links. Web Chat can present automatic questions to clients before passing calls to agents. It makes use of all the features of the contact centre system including skills based routing and workflow.
- Ease of use
- Microsoft Lync integration
- Multiple chat session capability
- Graphical workflow management
- Drag and drop workflow management
- Conversations can be archived if desired
- Quick and effective contact with customers
- Enhance multi channel engagement with customers
- Enables agents to handle multiple sessions at once
£25.00 per user per month
- Education pricing available
- Free trial available
|Software add-on or extension||Yes|
|What software services is the service an extension to||Ctalk Contact Centre System|
|Cloud deployment model||Private cloud|
Support is only provided for Ctalk's products
Software runs on Windows only
|System requirements||Requires a Windows Operating System to run|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Response times are determined by the priority of the issue or problem. The mean time to respond to Urgent Priority problems is 30 minutes and the mean time to repair an Urgent Priority problem is 4 hours. Lower priority problems may take longer.
Full details of the response times and repair times are given in the Service Definition for this service.
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Ctalk provides the same support level to all customers. We provide support 24 hours per day and 365 days per year. Some support is free but we also provide blocks of support at £1,500.00 for 10 hours. Ctalk provides support from Support Engineers and also a Technical Account Manager.
Full details of the support service are given in the Service Definition for this service.
|Support available to third parties||Yes|
Onboarding and offboarding
Onsite an offsite training can be provided if required and user documentation is also provided. Technical Account Managers attend on the "Go Live" day.
Full details of the on-boarding process are given in the Service Definition for this service.
|End-of-contract data extraction||Call recordings can be provided in WAV format. Information about agents, teams and queues can be exported in various formats including CSV and Excel format.|
When the service is terminated telephone calls to the contact centre will no longer be handled by this service. The telephone numbers may be ported by the customer to another supplier but that is not part of the contract.
Data exports can be provided to the customer as described previously. There is a charge for this.
Full details of the off-boarding process are given in the Service Definition for this service.
Using the service
|Web browser interface||No|
|Application to install||Yes|
|Compatible operating systems||Windows|
|Designed for use on mobile devices||No|
|Accessibility standards||None or don’t know|
|Description of accessibility||This is not a browser based application.|
|Accessibility testing||This is not a browser based application.|
|Independence of resources||Monitoring of the service|
|Service usage metrics||Yes|
|Metrics types||A vast amount of information is available from the contact centre which an administrator or supervisor can display. This includes a large number of different reports as well as custom reports. There is also a wall board facility which shows the number of agents who are on a call, not ready or idle etc.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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||Managed by a third party|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|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||Contact centre information such as agent names, queues and teams can be exported as CSV files or Excel spreadsheets. Call recordings can be exported in WAV format.|
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Uptime of 99.9% is offered.
Refunds are offered if faults result in an uptime which is less than 99.9%. The refund amount depends on the difference between the actual uptime and the uptime offered. For example, if the actual uptime is between 99% and 99.9% then the service credit will be 10% of the monthly fee.
Full details of the Financial Recompense Model are given in the Service Definition for this service.
|Approach to resilience||Two data centres are used - one in London and one in Manchester. Where customers require resilience, hardware and data are replicated between datacentres. Session border controllers are used to ensure that telephone calls can be automatically routed from one data centre to the other should there be a failure in a data centre.|
|Outage reporting||Outages are reported to customers by e-mail and telephone.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Physical access is tightly controlled by the data centre security systems.
Logical access is by private leased line with two factor authentication from specific networks.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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||BSI|
|ISO/IEC 27001 accreditation date||16/12/2016|
|What the ISO/IEC 27001 doesn’t cover||
Nothing that is within Ctalk's control
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Ultima Risk Management|
|PCI DSS accreditation date||23/06/2016|
|What the PCI DSS doesn’t cover||
Anything that is not in scope
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Ctalk has a full Information Security Management System conforming to the ISO 27001:2013 standard. It includes over 50 policies and procedures.
The CIO (who has responsibility for security) reports to the CEO. Other C level staff include a CTO, CFO and COO.
Security is monitored and breaches including breaches of policies and procedures are reported to the CEO. All staff sign to say they have read and understood the policies and procedures on starting at Ctalk and annually thereafter.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||A configuration management system is in use to manage all hardware and software installed in the data centres. All changes are assessed for security and penetration tests are carried out when any major changes are made. Code reviews are carried out on software developments.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Penetration testing and vulnerability scanning is carried out regularly. Patches which are intended to address critical issues are applied within 30 days. Scanning is carried out in accordance with NIST Special Publication 800-115.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||OSSec (a host intrusion detection which meets the requirements of PCI-DSS) is used to monitor and detect attempts to break in to all systems operated by Ctalk. Incidents are reported within minutes of them starting and the Technical Services section takes action as soon as the report is received. Suspected compromises are dealt with at the highest priority.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Incidents are managed by the Support Desk and can be escalated to third line support if necessary. There are some pre-defined processes for common events. Some incidents are detected automatically but users can also report incidents manually by phone or e-mail. Incident reports are given every 30 minutes by phone for P1 incidents and a written report is given at the conclusion of all incidents.|
|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|
|Price||£25.00 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
Full system is included
Time limited by agreement
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|