Worldline

Contact Centre

Worldline’s Cloud Omnichannel Contact Centre Platform provides customers with a personalised, frictionless, continuous experience regardless of channel (inc. Social Media), location or touchpoints; designed to harness both Artificial Intelligence (AI), Robotic Process Automation (RPA). Our Contact Self-service utilises IVR, Speech Recognition, Chatbots within a secure environment and full Audit trail.

Features

  • A single omni-channel routing engine.
  • Optimized distribution and routing processes.
  • Highly scalable omni-channel solution.
  • User interfaces that are 100% web-based, intuitive and customizable.
  • GDPR compliant audit trails of all activity.
  • Integrated customer surveys (Email, Voice, Text messages).
  • Highly configurable Reporting & Analytics.
  • PCI compliant payment options.
  • Outbound campaign engine.
  • API driven architecture facilitates best-of-breed approach.

Benefits

  • Improves customer service output and satisfaction greatly.
  • Contacts delivered to most appropriate agent to optimise productivity.
  • Single view of customer journey across all channels.
  • Agents access service from anywhere with an internet connection.
  • Flex agents up and down in real-time.
  • Monitor performance and customer satisfaction in real-time.
  • No on-site installation.
  • Pay per use business model.
  • Supports in excess of 20000 users on a single instance.
  • Overlay solution leveraging any existing telephony infrastructure.

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Planned maintenance for global patch & security management.
System requirements
  • Supported web browser required.
  • Hard/softphone required to handle call.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We will usually acknowledge a question within 1 business day of receipt and then agree the timescale for the full response with the person raising the question once we understand the complexity of the question and the level of detail needed in the reply.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Our helpdesk can be available 24x7x365 and is included within the cost of the service. We can provide a 30 minutes response time to incidents and then a resolution time based on the priority/severity of the incident.
As an option, we can provide a Service Manager, as a single point of contact for ensuring service quality, for service level reporting, for keeping the client up-to-date on new releases/upgrades etc.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our approach includes all standard project phases such as kick-off, workshops, project management, testing, ...

We provide different level of training to onboard from the project team to the end users. Our dedicated training centre can provide several approaches like train the trainers approach or global trainings approach.
And after the deployment we can provide floorwalkers to assist users on the 1st weeks using the solution.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Standard extractions are available within the solution such as:
Recordings (sound files + metadata),
Caller histories,
Reporting data.

For specific requests of non-standard data to be extracted, arrangements can be agreed at the start of each contract, and the execution of such arrangements can be completed as part of the contract close-down procedures.
End-of-contract process At the end of the contract, and if the buyer chooses to use another solution, we work with the buyer to define the smoothest way to switch to the next solution (progressive rollout, data migration, etc.)
According to what is agreed, this may lead to uncover extra-costs from the original contract

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Worldline maintains privileged relations with the Braillenet association and consolidates its knowledge acquired through several years of experience, with the AccessiWeb expert training provided by the association. This experience has been put to use by many players in the public sector and in e-commerce, both in France and in other European countries.
Verification of the accessibility of the agent desktop is an integral part of the software reception phase, involving a "Studio" internal auditor and speakers from the Hansemble association, the Atos Group's disability mission.
Our service interface meets WCAG 2.0 AA standard.
Accessibility testing WL Contact is audited against the French regulation for assistive technology which is based on WCAG 2.0 level AA, which is the basis of EN 301549. We have worked with our customers to test specific technologies in line with their internal standards, for example, we worked with La Bank Postale (LBP) for testing with JAWS (a program that allows blind and visually impaired users to read screens either with a speech-to-text output via Braille display).
API Yes
What users can and can't do using the API WL Contact is an open solution with open APIs, which are fully documented in the user guide. Examples could include triggering calls, triggering outbound calls (Web call-back), retrieving data/statistics.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can customise the configuration (users, teams, groups, skills, …), create or modify IVR Call flows or advanced routing mechanisms, administrate wallboards or reports.

Customisation is accessible via various interfaces depending on what is customised. Customisation capacity for a user can be managed through Rights Management.

Scaling

Scaling
Independence of resources Our service is based on a SaaS approach that allows architecture scaling as load increases. Each Buyer organisation has a dedicated, logical and/or physical instance to handle data segmentation between Buyers.

Analytics

Analytics
Service usage metrics Yes
Metrics types The main information is as follows:
- number of agents per status;
- number of incoming/outgoing contacts per status;
- waiting time before call is picked up, before caller gives up;
- call time, transfer time, post-processing time and processing time;
- call-routing time, time to pick-up;
- in-queue transfers received, putting back in the queue;
- estimated waiting time and errors.

This list is not exhaustive and represents what is available through wallboards. Complimentary metrics are available in the supervision interface and in the reporting tool. In our reporting tools, combination and calculation are also available between indicators.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
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 The common way to export data from the solution is to generate CSV file such as the list of users, teams, skills.

But Worldline can also provide larger export capabilities on the reporting data. The solution provides XML export of rough statistics data (to feed an external BI solution for example).

Some formats are accessible via the user interface, some can be made available to answer specific needs at extra costs.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • XML
  • Excel and XLSX
  • PDF
  • Word
  • Open Office
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network Other
Other protection within supplier network Worldline data protection within its network is undisclosed information. It is however based on standard protocols.

Availability and resilience

Availability and resilience
Guaranteed availability We can provide at least 99.8% on 1st level of service (IVR) and 99.5% on the other components.
Approach to resilience All our processes are redundant and can be deployed on 2 distant sites including active/passive or active/active designs.

In case of the activation of the disaster recovery plan, another site several hundred kilometres away can be activated to resume the production in an agreed timeframe.
Outage reporting Our ticketing tool is used as a public dashboard to report any outage and follow our actions.
Email notifications are sent when an action is performed on a ticket.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication SSO, SAML V2 upon request.
Access restrictions in management interfaces and support channels Access to management interface is handled by the application itself and is based on access levels configured during the onboarding phase. The solution provides 2 ways to manage rights management, it allows to define what you can do (create/modify/delete) on each element and what you can see/administrate or monitor.
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication SSO, SAML V2 upon request.

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
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 Ernst and Young Certify Point
ISO/IEC 27001 accreditation date 11 December 2017
What the ISO/IEC 27001 doesn’t cover Our ISO/IEC 27001 certification covers the following items only:
IT Services
Big Data (including High Performance Computing), Cybersecurity and Mission-Critical products and services
Consulting Services
Testing Services
Training Services
Business process outsourcing
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Trustwave
PCI DSS accreditation date 14/09/2018
What the PCI DSS doesn’t cover Payment channels over the voice IVR.
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 Worldline follows its own information security policy, which is referenced against ISO27001:2013.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Upcoming changes are reviewed by the Worldline Change Advisory Board for a go/no-go decision, delivery timeframe and impact on client services.
Vulnerability management type Supplier-defined controls
Vulnerability management approach In order to comply with the commitments to maintain security and operational conditions, vulnerability management and patch management processes are implemented. A monitoring process, led by an operational security officer and involving the various teams of experts (DBD, linux system, etc.), uses a service provided by a specialized company (SECUNIA company) to have, on an internal server, all vulnerability alerts, filtered to show only software alerts and versions installed on the platform.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Controls based on ITIL V3.
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 Common events are handled following a pre-defined process that is known by project teams involved in the operations.

Users report incidents to their local security officer. The local security officer is responsible for running the service.

Worldline can provide detailed incident reports upon request. When a customer is impacted, he’s notified and updated.

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 £0.025 per unit per minute
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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