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.
- 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.
- 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.
£0.025 per unit per minute
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Planned maintenance for global patch & security management.|
|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 availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
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.
|End-of-contract data extraction||
Standard extractions are available within the solution such as:
Recordings (sound files + metadata),
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.
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
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Description of service interface||
Worldline Contact solution is divided into multiple applications (Agent, Monitoring, Administration, etc.). May a user have access to more than one application, the welcome page will be divided into tiles allowing the user to open the application related to the task he has to perform.
User having access to only one application (Agents for example), this application will be directly accessed once the user is connected to Contact.
Rights are assigned to users through a Role Based Access Control system. End users view applications and data within the Worldline Contact Web Portal depending on their roles and rights.
|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).|
|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 formats|
|API sandbox or test environment||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.
|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.|
|Service usage metrics||Yes|
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.
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
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||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|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
|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.
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
|User authentication needed||Yes|
|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||
|Description of management access authentication||SSO, SAML V2 upon request.|
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
|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:
Big Data (including High Performance Computing), Cybersecurity and Mission-Critical products and services
Business process outsourcing
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|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|
|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.|
|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.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£0.025 per unit per minute|
|Discount for educational organisations||No|
|Free trial available||No|