WORLDLINE IT SERVICES UK LIMITED

CX Suite

CX Suite is a customer experience platform dedicated to the digital transformation of the customer relationship.
Our solution is your one-stop shop for seamless customer interactions. It unifies customer interactions in a single interface, allowing Customer Service team to track and analyse all the conversations, no matter the channel used.

Features

• Voice channel management
• Messaging management (emails, livechat, sms)
• Secure messaging
• Callbot
• Chatbot
• Cobrowsing and video meeting scheduling
• AI agent assistance
• Real-time monitoring dashboards
• Data reporting and analytics

Benefits

• Optimise your customer experience, regardless of the preferred interaction channel
• Boost your teams performance by simplifying their work with AI
• Maximise the value of your customer data with dedicated modules

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 WLopportunities@worldline.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

403243230003941

Contact

Christine Best
+447812325539
WLopportunities@worldline.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The solution requires scheduled maintenance windows during non-working hours (HNO), with a minimum notice of 10 working days. Technically, the system requires a modern web browser (Edge, Chrome, Firefox) on a standard workstation. Each agent must have a telephone or softphone with a unique number (SDA) without exception. In terms of network requirements, a minimum bandwidth of 15 kb/s per agent is necessary, increasing to 100 kb/s for supervisors.
• System requirements: No restriction, CX Suite is provided as a CCaaS

User support

• Email or online ticketing support: Yes
• Support response times: Here are our standard response times for first answer or clarification, depending on priority levels and from 9 to 5 (UK time), Monday to Friday : ; Priority 1 – Critical : 15 min.; Priority 2 - High : 2 hours; Priority 3 - Medium : 24 hours; Priority 4 - Low : 48 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: No
• Support levels: We work based on 3 main levels of support to operate our services for our customers: ; - Level 1 : 24hours / 7 days : proactive monitoring with First level support contact; - Level 2 : 9 to 5 (UK time), Monday to Friday : Service delivery and account management team support ; - Level 3 : 9 to 5 (UK time), Monday to Friday : Products and Experts teams support for deeper analysis; All these level of support are integrated in our standard business models in line with our standards Service level agreements (99,9%).; In case of specific requirements such as dedicated SLAs, dedicated Comitology/Methodology, timeline covering, …etc, we would fine-tune a specific extra-costs aligned with expectations.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Worldline employs an experiential training methodology for its CX Suite solution, prioritizing real-world case studies and guided practice to foster user adoption. The design process emphasizes co-construction between business experts and instructional designers, with early user involvement to tailor the learning experience to specific needs.; A flexible multimodal approach (in-person, remote, or blended) accommodates organizational constraints, with small class sizes (1-10 participants) ensuring personalized attention.; The training program encompasses initial courses for advisors, supervisors, and administrators, along with supplementary modules for ongoing development. Comprehensive resources include a dedicated training environment, the ENA e-learning platform, user guides, and updated memo sheets.; Quality assurance involves formative assessments, immediate feedback forms, and post-training evaluations to gauge effectiveness and inform improvements. Worldline's Consulting team provides consistent technical and pedagogical expertise throughout the project lifecycle.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data retrieval at the end of the contract is strictly governed by a Reversibility Plan , which defines the outgoing transfer process. Worldline is contractually committed to returning all copies of documents and media containing confidential information according to established procedures. Technically, extraction mainly relies on the CX Data module, which provides full access to raw statistical data. The solution generates automated exports in CSV format, transmitted via a secure SFTP protocol, meeting requirements for access to non-aggregated data. Additionally, Worldline provides a set of REST APIs allowing CLIENT teams to retrieve desired indicators and metrics for integration into their own Business Intelligence systems. The platform supports various export formats, including PDF, XLS, XLSX, and LibreOffice Calc, ensuring maximum compatibility with business tools. Once the data is returned, Worldline guarantees a smooth transition, including the secure and certified deletion of data from its infrastructure, in accordance with the company's Logical and Physical Destruction Standard. This comprehensive process ensures sovereignty and complete irrecoverability of information after the end of the collaboration.
• End-of-contract process: At the end of a contract, Worldline engages in a structured reversibility process to ensure service continuity with a new solution provider. This includes providing a dedicated team for implementation, facilitating information and data transfer (configurations, user accounts, settings), offering support to the client and the successor, managing the service switch, and securely deleting old solution data post-transition. This process, typically lasting 6 months, is overseen by the client, with Worldline ensuring the quality of transferred information and maintaining service until the switch is complete.; ; The contract price typically includes the core reversibility services: project management, information/data transfer, and handover support. However, unforeseen needs arising during the reversibility phase, such as specific development work required for the successor's system integration, may incur additional costs, subject to client approval and a separate quote from Worldline. Secure data destruction post-transition is also included. An estimate of the Reversibility project will be estimated.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The CX Suite solution presents no major functional differences between the mobile and desktop versions, as it is based on a thin client architecture via a browser. Thanks to Responsive Web Design (RWD), the single interface automatically adapts to the screen size, whether on a computer, tablet, or smartphone. This versatility allows remote advisors to maintain the same working environment as on a fixed station, including the unified agent banner and omnichannel tools. Only the visual ergonomics is optimized to ensure intuitive navigation in mobility or telecommuting situations.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The CX Suite interface is based on a lightweight client architecture accessible via a web browser, adaptable to any device (PC, tablet, mobile). The unified agent toolbar centralizes omnichannel interactions within an ergonomic interface structured into four functional areas: the control header, navigation bar, main contextual area, and technical footer. By default inclusive, the solution complies with RGAA standards for accessibility. Finally, administrators have access to no-code graphic tools (drag-and-drop) to manage workflows, while SSO authentication personalizes the display according to user permissions.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Worldline integrates accessibility testing as a systematic component of its software release phase. These verifications involve internal "Studio" experts certified in accessibility and rely on regular audits of compliance with RGAA 4.1 and WCAG 2.1 standards. Specific tests are conducted to enable visually impaired agents to use the solution easily via keyboard navigation, Braille displays or text-to-speech software. The company benefits from extensive expertise thanks to its relationships with the Braillenet association and the attainment of the AccessiWeb expert training. The interface design follows a user-centered design (UCD) methodology, including UX/design workshops and usability testing from the early project phases. These sessions ensure that the semantic structure and information organization are optimized for assistive technologies such as screen readers. Finally, the systematic use of textual alternatives and appropriate markup (attributes "alt", "title", and fieldsets) ensures native and robust accessibility across all CX Suite modules.
• API: Yes
• What users can and can't do using the API: Worldline provides a suite of REST APIs that enable the retrieval of desired indicators for integration into the existing BI ecosystem and the automation of data extraction processes.; The CX Data module includes an API Management system for simplified integration and secure data flows. The solution relies on a centralized and secure API library, exposing data through standardized interfaces.; Data exchanges for coupling with Information Systems are performed in synchronous or asynchronous mode, typically via REST web services. At the same time, all data, including raw data, remains available through secure channels (SFTP, REST APIs).; The management of customer journeys (IVR) is optimized for ""no-code"" graphical tools to preserve the autonomy of business profiles without systematic technical intervention via API. Finally, complex functional modifications are governed by a structured engineering approach with strict limits on specific development to ensure overall stability.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our interfaces can be configured for our different buyers rules or specificities by our integration teams.; ; In addition, the APIs that are open allows buyers teams to develop their own interfaces if requests.; ; The CX Suite solution offers extensive customization allowing alignment of the tool with specific business processes without the need for software development.; What can be customized: Users can adapt the agent banner interface by adding action buttons and contextual indicators in the supervision interfaces. Customer journeys (IVR), greeting messages, and ""flash"" messages are modifiable in real time. Routing strategies (skill levels, flow prioritization), post-call qualification forms, and satisfaction surveys are also configurable by department. Finally, the visual identity of web components can be adjusted via custom CSS themes.; How to customize: Customization relies on intuitive ""no-code"" graphical interfaces using drag-and-drop, notably for the journey editor. The administration console allows for instant modification of schedules and alert thresholds. For large data sets, CSV import/export functions are available, and REST APIs enable integration of dynamic system information data.; Who can customize: Administration is delegated by scope (Functional Unit). Administrators configure the infrastructure and profiles. Supervisors manage operational adjustments such as emergency messages or enabling agents' skills.

Scaling

• Independence of resources: Worldline ensures user experience is unaffected by demand through robust and scalable development patterns. The Hazelcast-based pattern uses shared memory across application clusters, allowing for seamless failover if one module stops. The 'full stateless' model, increasingly adopted, relies on optimized databases and scales by adding processes to load-balanced clusters. Both patterns are production-proven for over 20,000 agents. Through extensive load testing, Worldline defines precise resource consumption for each function, enabling accurate infrastructure sizing and proactive scaling. Kafka's message processing and HTTP request load balancing further guarantee resilience, ensuring that node failures or increased traffic do not disrupt service.

Analytics

• Service usage metrics: Yes
• Metrics types: The CX Suite empowers agents with personal dashboards displaying real-time productivity metrics (presence, handling time, occupancy) and detailed break management for self-assessment and control. Supervisors gain direct action rights for training, including call recording and advanced listening. End-to-end call quality monitoring, using dedicated equipment and tools, measures indicators like MOS, jitter, and packet loss, allowing proactive issue detection. Customer satisfaction is assessed via native survey tools. CX Data statistics offer insights into call handling volumes by site, group, and agent, presented in monthly reports with historical data. Operational efficiency is formalized in monthly Operations and Strategic Committees.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The CX Suite offers customizable reports and dashboards through an intuitive designer, eliminating the need for technical expertise, with strict access segmentation per business unit. Integration with external BI tools (Power BI, Tableau) is facilitated by the Core Data pipeline feeding centralized data warehouses. Access to raw data via a rich dimensional model enables in-depth analysis, with secure exports (SFTP) and REST APIs for automation. This architecture ensures a consolidated performance view, even at group level, by easily interfacing with existing information systems
• Data export formats: CSV
• Data import formats: CSV

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:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: We enforce strict segmentation between voice and data networks, ensuring complete isolation. All sensitive traffic is encrypted via TLS 1.2/1.3. Network filtering relies on Cisco ACI with a "deny by default" policy. Session Border Controllers (SBC) shield the telephony platform from external threats. Access is restricted through Multi-Factor Authentication (MFA) and secure bastions. Finally, our Cyber Defense Center (SOC) provides 24/7 monitoring, complemented by EDR tools for real-time threat detection. This ensures data integrity within sovereign French datacenters

Availability and resilience

• Guaranteed availability: Worldline contractually guarantees a monthly availability rate of at least 99.9% for each CX Suite module. This rate is calculated as the ratio of actual available hours to expected hours, excluding scheduled maintenance windows outside of business hours.; ; Commitments include a maximum permissible data loss (RPO) of 8 hours and a recovery time (GTR) of 8 hours for critical incidents.; ; In case of non-compliance with these service levels, penalties are applied. The calculation and amounts of these penalties are shared for arbitration and validated at the strategic management committee on a quadrennial basis, based on gaps identified in the monthly operating reports. This mechanism ensures structured financial compensation according to deviations from the defined SLA performance indicators.
• Approach to resilience: CX suite's service is engineered for resilience through its dual development patterns. The Hazelcast pattern utilizes shared memory clusters with failover capabilities, ensuring continuity if a module fails. The 'full stateless' model, increasingly standard, achieves scalability and resilience through optimized databases and load-balanced cluster additions. These designs are rigorously tested and proven in production environments supporting tens of thousands of users.; ; Our datacentre setup is also designed for high resilience. While specific details of our multi-site architecture, redundancy measures, and disaster recovery protocols are available upon request, they are built to meet stringent 'Asset Protection and Resilience' principles. This includes maintaining active-passive or active-active configurations across geographically diverse locations, ensuring data duplication, and implementing robust failover mechanisms. This comprehensive approach guarantees service availability and data integrity, even in the face of significant disruptions or component failures, aligning with government cloud security mandates.
• Outage reporting: Worldline reports service interruptions through a structured communication and proactive monitoring system. ; In the event of an incident, a report via email is sent to the CLIENT within 30 minutes of detection. This crisis management process includes the successive sending of detailed reports: detection (via the body of the email for faster response), analysis, tracking, and resolution (in PDF format). ; Regarding visibility tools and data access: ; • Dashboard: Worldline offers access to a Grafana dashboard that allows real-time visualization of service status, the number of users, and the state of interconnections. A morning status email can also be sent daily to confirm the proper functioning of components. ; • API: The solution is based on a centralized REST API library (via the CX Data module) that allows retrieval of KPIs and metrics for integration into the CLIENT's ecosystem. ; • Email alerts: In addition to incident reports, automatic alerts are generated when performance thresholds are exceeded or audio quality degrades.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access restriction in management interfaces is managed through Role Based Control and permission management.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Access restriction in management interfaces is managed through Role Based Control and permission management.

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: User-defined

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 France has established and certified an Information Security Management System (ISMS) in accordance with the ISO/IEC 27001:2013 standard, covering its operations and the projects entrusted to it by its clients. All services and deliverables provided under this engagement are included in the ISMS and benefit from all associated security measures—both technical and organizational—based on current best practices as well as the legal and regulatory requirements applicable to Worldline and its clients.; All employees receive mandatory training in security policy.; Security incidents can be reported either via the line manager or the project's CISO, or via a dedicated mailbox.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is a formal process for handling modifications to the platform, including software updates and configuration changes to adapt to evolving circumstances, regulations, and technologies. It relies on strict documentation and application version control, as well as validation steps with clearly identified responsibilities as defined in the quality assurance plan. These validation steps include risk management, specifically security risks, for updating the risk register and implementing appropriate actions for each case.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Weekly security scans are conducted on IP addresses exposed to the internet. The results are sent to the Security Officer responsible for project security for analysis.; Technical updates are also carried out at least twice a year to keep the service up to date and resolve known vulnerabilities .; Known vulnerability tracking is carried out in collaboration with the Security Officer, and deployment decisions are made according to the severity of the threat: from deployment within 24 hours to periodic updates.; Security scans are based in particular on OWASP, Qualys and SonarQube references.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Worldline’s security incident management policy outlines procedures for response, categorisation, handling, and communication of events affecting Worldline’s or clients’ data. Incident priority is determined by scope and impact on information systems. ; For attacks involving client data, Worldline delivers a preliminary incident report within 48 hours, detailing investigation status, understanding of the attack, scope, impact, and mitigation actions taken. Relevant logs or traces are provided once the incident is confirmed. ; Additionally, Worldline can deploy a Security Operations Centre (SOC) to correlate log sources and quickly detect potential malicious behaviour affecting data.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Application and platform monitoring is carried out 24/7 by operational teams who can be contacted at any time via phone or ticketing. ; The monitoring centre analyses and categorises incidents, taking appropriate action according to the type of event and established procedures. ; Incident tracking is available through the ticketing system, and a post-incident report is produced for major or critical incidents.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1.5%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 3%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EY CertifyPoint
• ISO/IEC 27001 accreditation date: Tuesday 1 August 2023
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: EY CertifyPoint0
• ISO 9001 accreditation date: Tuesday 1 August 2023
• What the ISO 9001 doesn’t cover: Nothing
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: USD AG
• PCI DSS accreditation date: Wednesday 16 October 2024
• What the PCI DSS doesn’t cover: All Worldline services which are not part of a card payment solution (PCI DSS only applies to card payment related services). All Worldline teams are nevertheless trained to PCI DSS requirements and the Worldline Information Security Management System is aligned with PCI DSS requirements
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A4af5190-7f45-41c3-ab5a-c40a1557bd92
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing

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 WLopportunities@worldline.com. Tell them what format you need. It will help if you say what assistive technology you use.