Geomant

Buzzeasy Contact Centre for Microsoft Teams

Buzzeasy transforms Microsoft Teams into a multichannel contact centre, enabling voice and digital customer interaction. Utilising the Teams infrastructure, we have added multiple inbound and outbound interaction channels to extend collaboration beyond the enterprise.

Features

• Fully featured IVR and Auto-attendant
• ACD for Teams Users with Attribute Based Routing
• Multi-channel Chat including; SMS, WhatsApp, Facebook, Twitter
• In-queue Callback for Contact Centers
• Webchat with Callback options
• Multi-channel Customer Surveys
• Bespoke and Bring Your Own Chatbots and AI Workflow

Benefits

• Transform Teams Phone System into a fully functional contact center
• Chat with customers via their preferred digital channels
• No infrastructure cost with web agent console available from cloud
• Chat with customers via their preferred digital channels
• Enable callback from web site and mobile apps
• Handle agent training more efficiently with RPA tools

£30 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 sblackmore@geomant.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

550029969673521

Contact

Steve Blackmore
01789632064
sblackmore@geomant.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Amongst others, Buzzeasy supports integration with MS Teams and Avaya AES to enable call control via the Buzzeasy Agent Web Interface. This enables organisations to maintain their existing telephony investment whilst easily and cost-effectively enabling an omni-channel experience to their customers.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: No constraints – Buzzeasy is designed to add incremental value to existing customer service solutions and software. Buzzeasy is platform agnostic but also leverages Geomant's System Integration expertise with Avaya and Microsoft.
• System requirements:
  • Users must have Microsoft Teams with Phone System Direct Routing
  • Users must have access to the Internet

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Non service impacting questions are responded to within 24 hours.
• 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: 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: Available from web site.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Support levels are available to meet the requirements of our customers; including 24x7 and 8x5 or bespoke options.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A comprehensive knowledge base is available online. Geomant typically undertakes a free-of-charge requirements gathering exercise in order to understand which Buzzeasy components may be of value to each customer. Customised documentation will be prepared, based on the components to be deployed.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Most of the data used by the Buzzeasy service is transient (i.e. is not retained on an ongoing basis). Usage information is provided by a secure portal, which continues to be accessible for a period of time after the contract ends, to allow for reports to be created and archived.
• End-of-contract process: Usage information is provided by a secure portal, which continues to be accessible for a period of time after the contract ends, to allow for reports to be created and archived. If specific Professional Services activity is required (which is not usual) this can be provided, and would be priced based on standard man-time rates.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• Description of service interface: The Buzzeasy web portal provides the administration and configuration interface for all tenants. The Buzzeasy web agent desktop provides the features and capabilities for customer engagement.
• Accessibility standards: None or don’t know
• Description of accessibility: The Buzzeasy web portal is accessed via the internet. Users are required to enter a Username and Password to access the site. The Username is associated to a Role, which determines the permissions and menu visibility within the Buzzeasy portal.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: The Buzzeasy API is highly configurable and its use is dependent on each use case.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Buzzeasy provides a framework for customers to design and build use case specific workflows. The service is highly customisable.

Scaling

• Independence of resources: Buzzeasy is deployed in Microsoft Azure data centres, and benefit from proactive resource monitoring that allows for flexible resourcing.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are specific to each customer use case. E.g. we provide metrics for number of SMS's sent from a specific campaign through to the number of call minutes consumed etc.
• Reporting types:
  • API access
  • 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: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Data export is managed and executed specific to each customer requirement. This is achieved via API data interchange, scheduled export reports to secure FTP, or manual extraction of dashboard reports.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Geomant guarantees the availability of the Buzzeasy service. Should the Service be unavailable, customers may be due a Service Credit, calculated on a monthly basis, as a percentage of that month’s Service Fee. Scheduled and suitably notified maintenance windows, as defined within the Terms of Service document, will not be included in the availability calculation. Service Credits can only be used as a credit against future invoices.
• Approach to resilience: We provide inherent fault tolerance and HA capabilities in our services and also rely on cloud provider redundancy capabilities. Further details are available upon request.
• Outage reporting: In case of any outage affecting any one customer, we immediately get in touch with them via phone and email and also provide an update on our public system status page.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Our product provides a full RBAC permission mechanism over on the Administration portal.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

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

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Geomant has its own comprehensive information security policies and processes.
• Information security policies and processes: Geomant has its own comprehensive information security policies and processes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow ISO procedures.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: The Operations Director is responsible for threat assessment and prevention.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Managed by our Support Team.
• Incident management type: Supplier-defined controls
• Incident management approach: Geomant has dedicated Support, DevOps and Service Delivery teams, and operates to well-defined processes and procedures. Users can report incidents via email and phone, and all incidents are logged in an incident management system. Post-incident reports, including RCA are created for high severity incidents.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £30 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 sblackmore@geomant.com. Tell them what format you need. It will help if you say what assistive technology you use.