Intercity Technology Limited

Digital Engagement

Intercity’s digital engagement platform is a digital-first solution & part of Contact Centre, offering omnichannel customer interaction, personalised marketing, analytics, and CRM integration. It enhances customer relationships, streamlines marketing efforts, and optimises user experiences across web, mobile, and social channels. Ideal for businesses seeking scalable and effective digital engagement solutions.

Features

• Deliver digital and visual support from your website
• Web visitor journey tracking
• Engagement rules based on visitor context, activity
• Contact channel orchestration
• Share agent screen with visitor for guidance
• Proactive web banners and website messages
• Create segmented profiles of website visitors
• Reporting and MI
• Open APIs

Benefits

• Personalisation - tailored content based on user behaviour and preferences
• Increase conversion rates of web visitors
• Reduce inbound contact volumes
• Improve First Contact Resolution (FCR) rates
• Optimise channel management & orchestration
• Increase conversion by offering proactive, contextual help at key times
• Increases self-service capabilities with Chatbot and gen AI
• Improve customer insights
• Cost efficiency utilising pay as you go model
• Omnichannel interaction

£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

631129554592304

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: Contact Centre software, Knowledgebases, CRMs, Housing Management software, and other databases
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned mainteanance is performed out of hours and typically has no customer impact. Exceptionally users are logged off but can then immediately log back on again.
• System requirements:
  • Device (PC, Mac, laptop, tablet etc.) with Internet connectivity
  • A modern browser (all mainstream modern browsers are supported)
  • A suitable Puzzel Digital licence

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: Following our initial Discovery Workshop to begin the delivery process, Puzzel will work alongside your teams to build out the initial intents as agreed and train your staff to self-manage the tool via the Digital Engagement platform. These individuals will be known as Bot Trainers. Training can be delivered in-person or online. Puzzel will also provide the necessary training for the admin team with documentation available in the Digital Engagement platform. All personnel who will work in the solution will be provided with training post go-live.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: All data, bot intents and agent data / records can be exported at any time using SFTP or other similar mechanisms.
• 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:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All customer facing elements work regardless of device, whether mobile, or desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service interface provides access to your administrators such as digital marketing leads and bot trainers. Here they can administer the service, segment visitors, report on service success, train new intents and amend existing intents and workflows.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Webchat has been tested with an external consultancy company and is WCAG compliant. We do not support testing with screen readers but our services including web chat support are WCAG compliant.
• API: Yes
• What users can and can't do using the API: Our Plug-in framework together with API’s makes it possible to integrate and leverage from other solutions. Since the architecture is also built on a “open platform perspective” most features and functions of Digital Engagement can also be utilized in a modular way, together with or inside other systems and/or applications. Routing API; move the power of the contact centre platform in to the digital interfaces and utilise the contact centre platform for routing, statistics etc. CRM API; create and save cases in a CRM system, create proactive engagement rules for Marketing Automation, on-line Sales, Case Management etc. by using CRM data to enrich the customer profile. Tracking API; provide real time updates to another statistics monitoring system, provide case data, chat transcripts etc. to case management systems. Bot API; allows any external Bot/AI system to interact with Digital Engagement. The Bot service can leverage the powerful engagement and collaborative tools and transfers from Bot to human agent and back again becomes totally seamless. Desktop plug-in API; enriches the agent experience, plug-in provides easy access to data from external systems, for instance a Knowledgebase, specific case data etc. for simplified and faster case resolution.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers via their administrators and bot trainers can customise the customer facing elements including chatbot responses, banners, colours, fonts, images, and CSS.

Scaling

• Independence of resources: Puzzel Contact Centre is a multi-tenant platform, and the architecture is designed to be fully scalable. Agents can be added easily, at any time. Full redundancy of the system is provided in geographically diverse locations, and we constantly invest in incremental capacity as required to ensure plenty of 'headroom' is always available to allow peaks of demand. Load balancing across sites ensures that users are not affected by increased volumes.

Analytics

• Service usage metrics: Yes
• Metrics types: The solution allows you to track metrics such as website visitors, conversions, bot conversations, offer success and more. This can be viewed within Digital Engagement or via the Tracking API to a 3rd party system or data warehouse.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

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: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All data at rest is encrypted to AES 256 standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data is exported as: * CSV * PDF * SQL * Restful API
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • API
  • SQL
• Data import formats:
  • CSV
  • ODF
  • 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)

Availability and resilience

• Guaranteed availability: Guaranteed uptime of Puzzel Digital Engagement is 99.9%
• Approach to resilience: All components in Puzzel's infrastructure are redundant by design. There are three levels of redundancy built into the infrastructure; Component resilience: Every component in the infrastructure has built in resilience within the unit. This might be as double power adaptors, double network cards, mirrored disks more than one CPU etc. Load balancing: All critical infrastructure such as web-servers and application servers are load-balanced allowing operational systems even if components/ servers fail. For components not suited for load-balancing such as databases, advanced synchronization mechanisms are used between the active server and passive servers. This prevents data loss and minimal disruption on fail-over. Geo-redundancy: All systems can be run at full capacity from either instance allowing a full outage of either of the data centres. DC2 will take on the services of DC1 in case of a full outage of DC1.
• 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: Access to functionality is based upon the role and privileges of the user as defined by the system administrator.
• 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 contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: Yes
• Any other security certifications: ISO27701 Extension to ISO27001 for privacy information management

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: Bi-monthly meetings of Puzzel's security team, charied by the CISO, this identifies risks based upon:; ; * any operational changes; * perceived vulnerabilities; * any security incidents; ; Security patches are promptly deployed in maintenance windows, or sooner if appropriate.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring of cloud instance including continuous scanning for vulnerabilities, monitoring of intrusion attempts as well as abuse detection. Denial-of-service (DDoS) attack prevention, frequent penetration testing as well as data analytics to make sure that the operation is stable and secure.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is based upon ITIL processes. If appropriate ITIL problem management processes are used to eliminate recurring incidents. Incident reports are provided for all P1 incidents. Users report incidents by ticket, web chat, phone or email via Puzzel's Help Portal.

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.