Ctalk Limited

Ctalk Scripter

Ctalk Scripter is a drag and drop workflow based application that allows users to create and manage call scripts. By utilising the drag and drop functionality, users can quickly create scripts. These can be customised for each individual department, project or queue.


  • Browser based
  • Drag and drop functionality
  • Simple navigation
  • Customisable scripts
  • Conditional navigation
  • Agent and managers view


  • Consistent call handling
  • Thorough and correct triaging of incoming calls
  • Reduced agent training time
  • Increased agent knowledge


£45.00 to £65.00 per licence per month

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

6 7 8 4 9 3 6 1 1 3 0 6 0 2 2


Ctalk Limited

Joe Richardson

01785 336666


Service scope

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 Ctalk Contact Centre System
Other manufacturers contact centre systems
Standalone knowledge base system
Cloud deployment model Private cloud
Service constraints Is browser based
System requirements Must have a web browser installed

User support

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

Onboarding and offboarding
Getting started Onsite and 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 Information can be exported in various formats including CSV and Excel format.
End-of-contract process 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 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
  • Linux or Unix
  • Windows
Designed for use on mobile devices No
Service interface No
Customisation available Yes
Description of customisation Text can be resized and the colours used for text and backgrounds can be changed.

Database integrations can be achieved directly with SQL and using SOAP and/or REST APIs.

Scripts are created using drag and drop.

Customisations are carried out by the administrator.


Independence of resources Each customer has their own server. The only shared resource is network connectivity which is monitored automatically by the Network Operations Centre.


Service usage metrics Yes
Metrics types Self service reporting is available. Ad-hoc, customisable reports are also available.
Reporting types
  • Regular reports
  • Reports on request


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 Information can be exported as CSV files or Excel spreadsheets.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • PDF
  • 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 provided 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 Available on request.
Outage reporting Outages are reported to customers by e-mail and telephone.

Identity and authentication

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

Audit information for users
Access to user activity audit information No audit information available
Access to supplier activity audit information No audit information available
How long system logs are stored for User-defined

Standards and certifications

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

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

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


Price £45.00 to £65.00 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Full system is included and is time limited by agreement.

Service documents

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