Ctalk Limited

Ctalk Contact Centre Agent Chat Licence

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.

Features

  • Ease of use
  • Microsoft Lync integration
  • Multiple chat session capability
  • Graphical workflow management
  • Drag and drop workflow management
  • Conversations can be archived if desired

Benefits

  • Quick and effective contact with customers
  • Enhance multi channel engagement with customers
  • Enables agents to handle multiple sessions at once

Pricing

£25.00 per user per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

280590120197732

Ctalk Limited

Joe Richardson

01785 336666

joe.richardson@ctalk.co.uk

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Ctalk Contact Centre System
Cloud deployment model Private cloud
Service constraints Support is only provided for Ctalk's products
Software runs on Windows only
System requirements Requires a Windows Operating System to run

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 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

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
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.
End-of-contract process 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

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.
API No
Customisation available No

Scaling

Scaling
Independence of resources Monitoring of the service

Analytics

Analytics
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.
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 Baseline Personnel Security Standard (BPSS)

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 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
  • 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
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 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
  • CSV
  • Other
Other data export formats
  • WAV
  • 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
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
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
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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 Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 16/12/2016
What the ISO/IEC 27001 doesn’t cover Customers' premises
Nothing that is within Ctalk's control
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Ultima Risk Management
PCI DSS accreditation date 23/06/2016
What the PCI DSS doesn’t cover Customers' premises
Anything that is not in scope
Other security accreditations No

Security governance

Security governance
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.

Operational security

Operational security
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.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
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

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑