Ctalk Limited

Ctalk Contact Centre Survey Port Licence

Ctalk Contact Centre Survey is a multi-channel survey product which engages customers and receives feedback. The ctalk contact centre survey system allows access to unlimited surveys which can be created using Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) with real time reports on the outcomes.

Features

  • Ease of use
  • Multi-level survey
  • Graphical workflow

Benefits

  • Reduced staff training time
  • Improved customer feedback and satisfaction
  • Gain valuable insight into agent performance

Pricing

£95.00 a licence a month

  • Education pricing available
  • Free trial available

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 joe.richardson@ctalk.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 2 9 7 9 7 5 5 4 3 4 6 9 2 6

Contact

Ctalk Limited Joe Richardson
Telephone: 01785 336666
Email: joe.richardson@ctalk.co.uk

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

Email or online ticketing support
Email or online ticketing
Support response times
Response times vary depending on the priority level of the issue. A response to an e-mail query may take longer at the weekend but telephone calls will be answered immediately.

Full details are provided in the Service Definition for this service.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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

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

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
Monitoring of the service

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

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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 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 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

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

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • 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
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

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
14/01/2017
What the ISO/IEC 27001 doesn’t cover
Customers' premises
Anything that is outside of 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
30/07/2018
What the PCI DSS doesn’t cover
Customers' premises
Anything that is not in scope
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
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

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

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
£95.00 a licence a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Full system is included
Time limited by agreement

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 joe.richardson@ctalk.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.