Geomant

Geomant Buzzeasy

Buzzeasy is a powerful and highly configurable Customer Interaction platform. It enables consumers and organisations to interact using a range of communication channels including; voice, text, web, and social media. Benefits include In-queue Callback, Personalised Outbound SMS Campaigns with Callback option, Multi-channel Customer Surveys, Bots, and Channel Steering .

Features

  • In-queue Callback for Contact Centers
  • Webchat with Callback options
  • Multi-channel Chat including; SMS, WhatsApp, Facebook, Twitter
  • Personalised Outbound SMS Campaigns, with Callback option
  • Multi-channel Customer Surveys
  • Bespoke and Bring Your Own Chatbots and AI Workflow
  • Channel Steering encouraging use of digital channels instead of voice
  • Transactional Virtual Assistant with Integrations to handle customer queries
  • Enterprise routing of conversations to Contact Centre Agents
  • Robotic Process Automation for new starters and assistance tools

Benefits

  • Eliminate call centre queues using callback – improving customer satisfaction
  • Enable callback from web site and mobile apps
  • Chat with customers via their preferred digital channels
  • Contact customer using SMS in a cost-effective, compliant way
  • Receive real-time feedback through multi-channel customer surveys
  • Deliver self-service using Bot's, with escalation to personal assistance
  • Encourages use of cost-effective digital channels instead of voice
  • Automate query handling with hand-off to live agent when needed
  • Handle agent training more efficiently with RPA tools
  • No infrastructure cost with web agent console available from cloud

Pricing

£20 per licence per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 5 3 7 6 6 1 0 1 7 0 1 0 9 3

Contact

Geomant

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 Avaya 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
  • Access to browsers is the only system requirement.
  • Buzzeasy is a fully cloud service with Hybrid options.

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
PDF
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 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Dependent on Buzzeasy feature/workflow. E.g. Chat widgets can be designed to work specifically with mobile devices.
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
  • Other
Other data export formats
  • API
  • Other formats upon request.
Data import formats
  • CSV
  • Other
Other data import formats
  • API
  • Other formats upon request.

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
£20 per licence per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Full service on a trial basis.

Service documents

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