Click4Assistance Limited

Web Chat / Live Chat - Click4Assistance UK Provider

A UK supplier with over 15 years’ experience providing an enterprise live chat and web chat solution for a range of UK organisations including the NHS, local authorities, universities and the private sector. Offering a complete omni-channel solution including integration with Facebook, WhatsApp and Artificial intelligent powered ChatBots.

Features

• A complete Omni-channel solution, includes Webchat, Facebook, WhatsApp, SMS messaging
• Predefined replies, Ghost text, Chat categorisation, Auto navigation, Proactive invitations
• Video Chat enhances the chat experience using video and voice
• Meeting Rooms collaborate with multiple participants in a single environment.
• Click2Call provides visitors free phonecalls over the normal phone network
• Ability to integrate with legacy back office systems using APIs.
• Customisable data collection forms without the need for additional development
• Designed for call centre environments with advanced chat routing
• 100% Configurable visitor windows like no other solution, using CSS/HTML/JavaScript
• Chatbot & AI enabled, seamless integration with IBM Watson

Benefits

• Handle all your incoming instant messages in one unique dashboard
• Improve staff efficiently by handling multiple chats simultaneously
• Automatically route live enquiries to the relevant department
• A Chabot which can escalating to an agent if required
• Fully configurable surveys to gather customer satisfaction and feedback.
• 60 real-time and scheduled reports containing management information and KPIs
• Cloud based, let us deal with capacity, support and security
• Secure UK data storage and full UK based support
• Over 15 years’ experience managing seamless live chat integrations
• UK provider working with government authorities including NHS & Police

£359.40 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.sparrow@click4assistance.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

124087716727830

Contact

Richard Sparrow
01268 524 628
richard.sparrow@click4assistance.co.uk

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: Websites and portals (Internet, Extranet and Intranet), social media platforms, together with forms of electronic media such as email and documents which live chat can be integrated too.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Modern Internet Browser
  • Windows 7 or Windows 10 for Agent Application (optional)
  • Internet accessible computer
  • Support for Android and IOS devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard email support enquiries is available 09:00 to 17:30 (UK time) on Business Days. ; Custom service level agreements are available on request.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our webchat solution is continually tested using WCAG Compliance Checker‎
• Onsite support: Yes, at extra cost
• Support levels: Standard support is provided to all clients as part of the subscription including a dedicated account manager.; ; Enhanced support agreements are available which can include both remote and on-site training, bespoke development, consultation and complete project management.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New users are assigned a dedicate account manager and support engineer who will assist with a seamless integration including support customising and configuring the software based on your requirements.; ; For more advanced requirements, we can provide consultation, project management with both onsite and remote support.; ; Numerous documents and tutorials are provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Video
• End-of-contract data extraction: Data can be extracted at any point before the contract ends, formats include PDF, CSV and Excel. A secure data extraction API can be provided to enable automatic extraction of chat data by the customer.
• End-of-contract process: Once 30 days’ notice of termination is received your account will remain active during this period, allowing you to extract any data and remove live chat from your platform. Once the contact has ended, all data relating to your account will be permanently deleted in line with our data policies.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The visitors interface and experience are identical on mobile and desktop devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Agents access the solution using the installed desktop application on web-browser. ; This interface provides access to all tools (live chat, video chat, meeting room, contact forms, click2call etc) allowing agents to interact with visitors on their site.; Based on user profiles and permissions, complete configuration of the account and the ability to fully customising all visitor facing aspects (chat button, chat windows, surveys, proactive invitations) can be managed though one single interface.; Management information, including numerous reports and charts can be run in real-time or schedule for automatic delivery via email.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Our webchat solution is continually tested using WCAG Compliance Checker‎
• API: Yes
• What users can and can't do using the API: Various API’s enable the following:; ; Ability to add the chat window (and all other tools) using a small piece of JavaScript.; ; Allowing querying agent and routing group availability in real-time to determine availability of the chat button and ability to dynamically route chats to the relevant department.; ; Secure data extraction and integration into existing backend systems using token based authentication and encrypted pre-shared key.; ; Ability to create and manage chats from 3rd party system, providing a full Omni-channel solution.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All visitor facing aspects (chat button, chat windows, surveys, proactive invitations) can be completely customised by users with the relevant permissions. WYSIWYG functionality provides a simple way to customise, however more advanced customisation can be carried out using CSS, HTML and JavaScript/JQuery enabling complex department routing, integration with backend systems or platforms such as Google Analytics.

Scaling

• Independence of resources: Click4Assistance provides a SaaS multi-tenanted solution hosted on their own HP/Cisco equipment, located in one of the largest data-centres in London UK. System performance including capacity and load is constantly monitored 24/7 internally and externally. Using virtual and clustered environments ensures scalability across the architecture ensuring continuous service delivery.

Analytics

• Service usage metrics: Yes
• Metrics types: With over 60 standard reports, and the ability to have bespoke reports produced. Metrics include availability of the account, each department and individual users. Multiple reports covering operator performance, customer satisfaction, visitor and agent engagement, chat duration and activity. All details relating to individual chats is provided including the full transcript, which agents were involved, notes, survey results. Performance and uptake of proactive invitations and KPI indicators. Information regarding visitor behaviour and activity includes whether new or returning visitors, devices being used, duration spent on site, and whether they engaged.
• 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: Up to Developed Vetting (DV)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Using the ISO27001 & Cyber Essential Plus frameworks data is physically protected at rest within the data-centre using a range of controls. Personally identifiable information is encrypted at rest using AES256 with internal key management access (no 3rd parties).
• 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 export approach: Users with the relevant permissions and access rights can export data in real-time, or schedule delivery of data via email. Data formats include PDF, CSV or Excel. A secure data extraction API is available for customers wishing to automate exporting of their data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
  • SOAP
  • REST
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data in transit use RSA (2048 Bits) encryption, certificates are regularly tested and achieve “A” rating
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Click4Assistance will use commercially reasonable efforts to ensure that the Product complies with an availability service level of 99% in each calendar month. Refund policy are available in the agreed SLA document.
• Approach to resilience: Click4Assistance owns and manages its own HP/Cisco equipment located in a UK based data-centre. The environment consists of 6 carriers providing connectivity, active-standby configuration for networking and firewall hardware, at an OS level a virtualised clustered environment is used. DR and BCP procedures include Microsoft Azure Cloud Computing Platform.
• Outage reporting: In the event of a system outage, the primary contact will be emailed with details of the situation. Social media platforms such as Facebook and Twitter will be updated with the status of the outage together with estimated ETAs.; Customers have the ability to phone and email in the event of a “mission critical” outage which will be classed as “high” priority.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Ability to lock down user access by IP address.
• Access restrictions in management interfaces and support channels: Individual user access, privileges are permissions are managed by security types. Access can be denied or granted to all aspects of the solution, features such as IP restriction and set log-in / log-off times can be set.
• 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

• 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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001
  • Cyber Essentials Plus
  • Penetration testers CHECK & CREST Certified
  • Data Centre ISO 22301, 27001, FISMA, SOC 2 Type II

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: Certified for ISO 27001 by BSI together with Cyber Essential Plus, Click4Assistance adheres the frameworks and controls outlined in their internal policies and procedures. For further details on our security policies and procedures please contact us direct.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any changes to the application or infrastructure is managed through the internal change control processes and procedures. The changes include solution enhancements, updates to firmware or OS components including vendor patching and updates. A replicate of the production environment allows updates to be implemented and tested before final release onto production systems.; All changes to source code is fully documented with security as a priority, managed and audited using MS DevOps, and reviewed by an independent developer using standards such as OWASP before release.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Management of vulnerabilities follow the ISO27001 framework and various controls. Areas include, staff vetting and training, supplier management, physical access to equipment and data, disposal of data in accordance with contractual and legal obligations.; Real-time monitoring including penetration testing assess potential external threats. Regular security patching and updates from MS are implemented in-line with internal change control processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Click4Assistance has internal and external real-time monitoring systems to identify potential compromises to the system. Firewall and system logs are constantly analysed to mitigate any threats.; Should a threat be detected the operations team will immediately escalate this to the Information security manager, and where required the incident management procedures will be followed.
• Incident management type: Supplier-defined controls
• Incident management approach: A dedicated Information Security Manager is responsible for incident management including user training and awareness. Weaknesses and events are reported immediately after they are seen. Incident management procedures include logging and categorising of all incidents until closed, prioritisation of responses based on risk, raising of work orders to address indecent. It’s the ISM’s responsibility to prepare incident reports and lease with other teams to prevent future occurrences.

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

Social Value

• Fighting climate change:

  Fighting climate change

  Click4Assistance attempts to limit energy usage where possible

Pricing

• Price: £359.40 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Click4Assistance offers a 30 day trial, all features within the paid version are included in the trial.
• Link to free trial: https://www.click4assistance.co.uk/live-chat-software-free-trial

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.sparrow@click4assistance.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.