Intercity Technology Limited

Quality Assurance

Contact Centre Quality Assurance ensures optimal customer interactions. It can monitor, evaluate, and improve agent performance and customer satisfaction. Gain insights through call recordings, evaluations, and analytics. Enhance quality, compliance, and operational efficiency. Ideal for organizations focused on delivering exceptional customer service and experiences.

Features

• Realtime access to performance data and coaching sessions
• Call recording integration with Puzzel, NICE, Five9 etc.
• Automated workload assignment
• Calibration tool
• Fully featured feedback and acknowledgement workflow
• Performance review module for 1-2-1's / PDP's / etc
• CRM integration (Salesforce, Zendesk, Freshdesk, etc.)
• Single Sign-on and Open API access for managing large teams
• In-app, Email and Instant Messaging via Slack and Microsoft Teams

Benefits

• Reduce agent attrition and increase employee engagement
• Improve operational efficiency of Contact Centre
• Deliver Enhanced customer experience
• Reduce operational costs of Contact Centres
• Central repository of performance data
• Support employees in the office and in a homeworking setting
• Demonstrate compliance and fair treatment of customers (TCF)
• Actionable metrics for team improvement
• Fair, unbiased and consistent auditing
• Increase first contact resolution

£39.00 a user a month

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 tenders@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

388174684847509

Contact

Elise Sheridon
0330 332 7933
tenders@intercity.technology

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: You can use Puzzel Quality Assurance to evaluate contacts generated in Puzzel Contact Centre and third party systems such as Zendesk, Freshdesk, Intercom, NICE inContact, Five9, Freshcaller, Salesforce, Aircall, Ring Central and many more.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • OSX Safari 11.1.2
  • IOS Safari - Any
  • Firefox v60 onwards
  • Windows Safari 5.1
  • Internet Explorer 11+
  • Chrome / Edge v65 onwards

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Questions are responded to in line with other support requests. Support priority is determined by impact and urgency leading to priority levels where P1 is the highest priority and P4 is the lowest. P1 update frequency is every hour, P2, up to 4 hours during office hours, P3 and 4 daily during office hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is as standard within business hours. Weekday Extended Hours support is available as is 24/7 support for additional cost.; ; Business Hours (Weekdays 9am to 5pm) includes Written Support, Web Chat Support and full access to status pages and knowledgebase. Extended Hours (Weekdays 9am to 10pm) includes all of the above plus Phone Support. 24/7 includes everything above extended to all hours including weekends. ; ; All customers are provided an Account Manager and access to our remote support team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users can set a custom colour and upload their organisation's logo to Puzzel QA. This is done via our administration area.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users can export their data in to a CSV format or use our public API
• End-of-contract process: All data extraction is included within our licence cost, however, any additional support if required may be charged at Professional Service rates per day.; ; A full Exit Plan will be produced and allow the customer to take their data in a machine readable format and that all other data will be deleted and purged in line with GDPR and UK Data Privacy considerations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our web application has been designed responsively so it can be easily viewed on the users device of choice.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: You can administer users of Puzzel QA using our API, as well as administer user groups and you can administer roles using our API. You can also access Contact and Evaluation data entered in to Puzzel QA using our API. You can also generate contacts using the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can set a custom colour and upload their organisation's logo to Puzzel QA. This is done via our administration area.

Scaling

• Independence of resources: Puzzel QA is run within Amazon Web Services. Our partner utilises AWS's EC2's auto-scaling and EKS autoscaling features to ensure our service expands and contracts to meet user requirements.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Evaluagent via Puzzel

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: European Economic Area (EEA)
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export their data in to a CSV format or use our public API
• Data export formats:
  • CSV
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

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: Puzzel QA availability SLA is 99.9%
• Approach to resilience: This information is available on request.
• Outage reporting: Email alerts to nominated customer contacts together with a public dashboard showing service availability and status of any ongoing incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: User Roles and Permissions can be customised from within Puzzel QA. Users are only able to access areas of the application that their permission allows. We provide standard roles on initial setup and these can be customer/removed as necessary.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DnV (Den Norsk Veritas)
• ISO/IEC 27001 accreditation date: Continuous since 2014
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: 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
• Information security policies and processes: Puzzel is ISO27001 certified and therefore has a thorough, standard based approach to Information Security policies and processes including, but not limited to: an Information Security Policy. Privacy Policy, Acceptable Use Policy, Data Retention and Destruction Policy, Infrastructure Hardening Policy, Quality Policy, Operational Security Policy, Access Management Policy and Physical Security Policy. In line with ISO27001, Puzzel performs regular internal audits and risk assessments. All staff are trained once per annum on the policy. Any security breaches are recorded and actioned at board level. Intercitys Head of Governance and Assurance reports directly into the Board and is responsible for managing Intercity's fully integrated management system with includes ISMS, QMS, BCM, SMS and EMS. Intercity is committed to ensure the Confidentiality, Integrity and Availability of all systems and the data that resides within them. Core to the principles is compliance to ISO27001 which provides a sound basis for our security policies and managing risk to information assets. A schedule of both internal and external audits is in place along with a program of continual improvement to ensure policies are appropriate to the requirement and that policies, processes and work instructions are being followed. Key objectives and KPIs are tracked and monitored.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management is based upon standard ITIL processes. This includes conducting risk analysis of all changes, all changes go via a change approval board before being released within a scheduled maintenance window held every two weeks.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our partner gathers information regarding potential vulnerabilities via multiple sources incl. CVE registry's and automated alerts via GitHub security advisories based on components of our code. Threats are reviewed immediately and critical threats are patched within 3 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This information is available on request
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents by ticket, web chat, phone or email via Puzzel's Help Portal. Incident reports are provided for all P1 incidents. For common events our partner has pre-defined processes that their staff follow via playbooks they have stored in their Help Centre.

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

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We are committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods. ; ; Our policy is to: ; ; • Support and comply with or exceed the requirements of current environmental legislation and codes of practice. ; • Minimise our waste and reuse or recycle as much of it as possible. ; • Minimise energy and water usage in our buildings, vehicles, and processes to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable. ; • Apply the principles of continuous improvement in respect of air, water, noise, and light pollution from our premises and reduce any impacts from our operations on the environment and local community. ; • As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same. ; • Assess the environmental impact of any new processes or products we intend to introduce in advance. ; ; We’re certified to ISO140001:2015 and a member of two Corporate Social Responsibility (CSR) initiatives - Global Compact and Eco Vadis.; ; • The EcoVadis sustainability assessment methodology evaluates how well a company has integrated the principles of Sustainability/CSR into their business and management system. ; • The methodology is built on international sustainability standards, including the Global Reporting Initiative, the United Nations Global Compact, and the ISO 26000, covering 200 spend categories and 160+ countries. ; • The Sustainability Scorecard illustrates performance across 21 indicators in four themes: Environment, Labour and Human Rights, Ethics, and Sustainable Procurement. ; • Intercity Technology’s current EcoVadis score for 2022 – 2023 is 81% (up from 68% in previous years). ; • We have been awarded by EcoVadis a platinum medal in recognition of our sustainability achievement for our score which is in the top 1%.

Pricing

• Price: £39.00 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 tenders@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.