illion Digital Tech Solutions Ltd

Automated Communications & Payments

We build fully managed automated communication solutions for business to consumer organisations to improve customer engagement and lower cost to serve. TALKINGTECH utilises SMS, Web, Interactive Voice Messaging, Interactive Voice Response & payment gateway technologies as alternatives to call centre agents and letters.

Features

  • Managed SMS Services
  • Interactive Voice Response
  • Interactive Voice Messaging
  • Debit and Credit Card Payment Gateway
  • Income and expenditure capture
  • SMS Payments
  • Managed Two way SMS services
  • Voice of the customer services
  • Web payments
  • Debit & Credit Card Tokenisation

Benefits

  • Fully managed service minimising client effort
  • Improved customer engagement
  • Reduced operating costs for customer communications
  • Reduced inbound calls to call centre
  • Increased self service transactions
  • More payments faster
  • Reduce the cost of collecting outstanding accounts
  • Improved customer satisfaction
  • Faster message delivery
  • Reduced PCI DSS Scope

Pricing

£0.0155 to £0.021 per unit per month

  • Free trial available

Service documents

G-Cloud 10

555494239165961

illion Digital Tech Solutions Ltd

Catherine Martin

+442079870101

catherine.martin@talkingtech.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints No
System requirements
  • Supported Web Browsers
  • SFTP or similar for secure file exchange

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Enquiry emails are responded to within 24 hours, during normal business hours. More urgent cases are dealt with based on severity of issue and response times can be as low as 30 minutes.
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 No
Support levels TALKINGTECH shall provide the Customer with 24/7 support and fault maintenance services comprising the following:
(a) The initial diagnosis, analysis and the resolution of support issues including but not limited to assistance and troubleshooting, collection of relevant information and the provision of answers to general and technical questions pertaining to the solutions deployed for the customer.
(b) Resolution of technical problems, bug fixing and complex technical problem solving.
All support shall be provided either by telephone and/or email.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide full instructions during the on boarding process. User documentation and training of administrative functions are included.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be cleansed at the end of contract with the exception of usage data required for regulatory compliance.
End-of-contract process Pricing is based on actual usage. At the end of the contract there are no additional costs for off boarding unless specific activities are requested that are not covered within the service description.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Screen resizes to show additional information on desktop screens,
Accessibility standards None or don’t know
Description of accessibility Our services that include a web based component are designed to be easy to use and to reduce friction when making payments or analyzing performance.
Accessibility testing None
API No
Customisation available Yes
Description of customisation Yes - Message content, contact strategies, functionality offered, user branding can all be customised. Customisations are gathered during the initial onboarding process and implemented to the customers requirements as part of the managed service.

Scaling

Scaling
Independence of resources TALKINGTECH operates a 40% capacity utilisation model which ensures capacity is available for unexpected demand. Capacity planning is constantly under review. Specific campaigns requiring additional capacity can be catered for by liaising with our partners.

Analytics

Analytics
Service usage metrics Yes
Metrics types We provide an online portal for live campaign information. Raw data reports and bespoke reporting. One off analytic requests are also support.
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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
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 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 Data is exported as .csv files via SFTP or encrypted email.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks TALKINGTECH support SET via the MDTS gateway. TALKINGTECH also support SFTP & encrypted email.
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability The Hosted Services and other Services provided by TALKINGTECH shall be available and accessible by the customer at all times with an availability and uptime level of 99.5%.
Approach to resilience Available upon request
Outage reporting Email alerts and personal contact from Account Managers

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Access control mechanism is in place which controls access to TALKINGTECH Systems, access are limited to all employees and provide on need to know basis. Data centre premises access is restricted to only authorized staff. All visitors are registered before they are permitted to office premises and escorted throughout their visit. Visitors logs are audited by QSA at the time of PCI assessment.
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 have access to real-time audit information
How long user audit data is stored for Less than 1 month
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for Less than 1 month
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 Yes
Who accredited the PCI DSS certification Cianaa Technology
PCI DSS accreditation date 21/12/2017
What the PCI DSS doesn’t cover TALKINGTECH is PCI DSS Level 1 version 3.2 accredited.

Includes IVR & Moto payments. Excludes Ecom payments which are covered by our Payment Gateway Provider PCI accreditation. TALKINGTECH does not store card holder data.
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards PCI DSS Version 3.2
Information security policies and processes Our Information Security Policy is based on ISO 27001. We employee a full time security consultant responsible for our compliance at all times. We are annually audited by an independent QSA for our ongoing PCI DSS level 1 provider status. All employees are required to read and sign our Information Security Policy on an annual basis and all staff under go yearly training on security.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change Management is managed through our change management process. Changes requested by either party are submitted in writing and initially reviewed by the Account Manager. The Account Manager raises a case in our Service Management system and the change is reviewed by our Customer Support lead to establish the impact of the change. Depending on the nature of the request the change will be completed by our support team, sent to Development or for further analysis by our Business Analyst team.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach TALKINGTECH Vulnerability management process includes External and Internal vulnerability scanning to comply with annual PCI compliance. Potential threats are discovered through vulnerability identification process. All External facing IP's and internal IP's are scanned quarterly using qualys scanner. Vulnerabilities found the scanning are fixed based on the severity rating assigned. Severities 4's and 5's are resolved as quicky as possible. Members of network and security team are subscribed to security alerts from hardware and software vendors to ensure awareness of latest threats and vulnerabilities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach IT Infrastructure is monitored on a daily basis with Tripwire and Syslog. Software/Systems involved in handling Customer data are tested for vulnerabilities on a quarterly basis through Internal and External Vulnerability Scanning.
Apart from that whole TALKINGTECH environment is Pen Tested by third party security consultant for vulnerabilities on annual basis as part of our PCI compliance process. Issues are fixed based on the priorities immediately. Anti-virus software is installed on server and desktops, updated regularly.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach TALKINGTECH has an internal incident response plan adapted from AICPA Incident Response template in response to PCI compliance requirements. Incident Response plan requires immediate escalation of incidents, and detail the incident response process for all staff members with responsibilities. This includes the documentation, reporting and notifications, and remediation required in the event of incident and or breach of our systems.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.0155 to £0.021 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial POC or trials are available. Some trials maybe free of charge for a limited volume of basic services.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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