Geomant

Buzzeasy Omnichannel Contact Centre

Buzzeasy is an all in one collaboration and customer engagement platform

Buzzeasy provides a feature-rich omnichannel environment that connects back-office staff with front-line agents. Employees can collaborate and serve customers on the same platform, spending less time switching between tools and applications.

Features

• In-queue and scheduled Callbacks
• Multi-channel Customer Surveys
• Omnichannel - voice, email, webchat, WhatsApp, Social Media & SMS
• AI - using machine learning or Generative AI
• Real time chat language translation
• Self Service Admin portal with configurable role based access
• Real time and historical reporting for agent and supervisor
• Integrations with CRM & ITSM applications
• Fully-featured IVR and auto attendant Skills and SLA based routing
• Outbound Campaign management and Agent Scripting

Benefits

• A consistent experience for customers on any channel
• Easy channel management
• Unified view of customer journey regardless of contact channel
• No infrastructure costs as fully cloud based solution
• Reduce agent workload with bots for FAQ and automated transactions
• Advanced routing to assist in high first contact resolution
• Agent assist to aid agents to provide the best answer
• Business analytics to stay in control of organisational goals/targets

£30 a user a month

• 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 kross@geomant.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

691533571586952

Contact

Kevin Ross
01789387900
kross@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: Buzzeasy supports integration with MS Teams 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: Buzzeasy can be used with either Microsoft Teams, Unified Communications (UC) or on premise-based telephony solution. Maintenance is carried out of Business hours and notification for planned maintenance is provided by email or through the status web portal page in advance.
• System requirements:
  • Users must have access to the Internet
  • Teams Direct Routing/Operator Connect (For Teams Deployment)
  • MS Teams - For Teams Deployment
  • MS 365 License for user authentication (Single Sign On)
  • Standard Phone License - For Teams Deployment)
  • SIP Based PBX to re-route Contact Centre Calls (Non-Teams Deployment)

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: No
• Onsite support: Yes, at extra cost
• Support levels: Buzzeasy is hosted end to end in Microsoft Azure. Hosting is split across two Microsoft availability zones, so benefits from four 9s (99.99%) resilience. Buzzeasy is delivered to the end user through two web portals, one for Agents and one for Administrators/Supervisors. Absolutely nothing is required to be installed on user machines, Buzzeasy is a true CCaaS solution.; ; Support is included within the Buzzeasy monthly subscription cost with access to our support team 24/7 via phone or email.
• 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: HTML
• End-of-contract data extraction: When a Customer contract is terminated, Geomant will delete or otherwise dispose of all relevant Personal Data from the applicable Geomant’s system within the time frame specified in the services agreement and/or data processing agreement between Geomant and the Customer. Types of data stored in Geomant’s system, subject to data retention and removal policy:; Customer Personal Data,Customer Attachments,Customer Log, DataUser Profile, DataUser State, DataApplication Log, DataBackups of Data.; When contract ends Personal Data will no longer be accessible to users of the system but remains available to administrative staff for billing and support purposes for a period of time, typically 90 days. If Customer requires a copy of the Personal Data stored in Geomant’s systems, Geomant can provide that service for an extra fee.
• End-of-contract process: When contract ends Personal Data will no longer be accessible to users of the system but remains available to administrative staff for billing and support purposes for a period of time, typically 90 days.; ; If Customer requires a copy of the Personal Data stored in Geomant’s systems, Geomant can provide that service for an extra fee.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Buzzeasy self service administration portal is accessed securely via the internet. Role based access enables administrators to restrict access and visibility within the portal. Using the Industry leading React Flow interface IVR, chat and email workflows can be setup and managed by even the most non-technical users.
• Accessibility standards: None or don’t know
• Description of accessibility: Agent Interface and Administration portal are compatible and supported within Chrome, Edge, and Firefox and shares several accessibility features to ensure users with disabilities can navigate the web comfortably.; High Contrast Mode: enables high-contrast mode, which changes the browser's colour scheme to improve readability for users with low vision or other visual impairments.; Zoom and Text Scaling: enable users to zoom in and out of web pages to adjust the size of text and other content.; Page Zoom: allow users to zoom in or out on web pages, making content larger/smaller as needed.; Screen Reader/Keyboard Navigation support are in roadmap
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Buzzeasy has an Internal API with option to publish selected endpoints for use as public endpoints. E.g chat transcription download, agent onboarding, customer data synchronisation.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Some customisations can be achieved through the administration portal. Role based access can restrict who is able to carry out the customisations. ; Customisation available include:; messaging and announcements (using in built text to speech or uploaded WAV files). Queue treatments, including configuring options for callback, position in queue, estimated wait time. On hold music can also be uploaded via the administration portal. ; Web chat widgets, including font and colour, logos and messaging can all be configured and customised within the portal. ; Status and wrap up codes. Status codes are configurable by tenant and wrap up codes are configurable by channel or queue. ; Real-time dashboards Supervisors can set their own thresholds which provide a visual alert using a RAG status . Agents through their own dashboards can select the queues that are most important to be seen at – a – glance. ; Specific Features Either through feature requests or custom development most areas within the solution can be customised and tailored to a specific requirement. This can include reports, integrations, and features/functionality.

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: Conforms to BS7858:2019
• 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: Another external penetration testing organisation
• 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
  • ODF
  • 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: 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. Geographic separation of active/active nodes.
• 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/dashboard which is available online.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Our product provides a full roll based access control permissions based on granular CRUD access over on the Administration portal.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CertUnion
• ISO/IEC 27001 accreditation date: 09/12/2022
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• 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: Cyber Essentials+ inherited from Azure.; ; Geomant has its own comprehensive information security policies and processes.
• Information security policies and processes: Geomant follows and is accredited with ISO27001, Cyber Essentials+ and OWASP Top 10. ; ; 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: Supplier-defined controls
• Vulnerability management approach: This is the responsibility of the Chief Technical Office (CTO) who is deputised by The Cloud Operations Manager
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Managed by our Cloud Operations Team.
• Incident management type: Supplier-defined controls
• Incident management approach: Geomant has dedicated Customer Success, 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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  At Geomant we understand the pressing need to address climate change and its profound social implications. Our innovative Contact Centre as a Service (CCaaS) solution not only enhances operational efficiency but also fosters positive social value in the following ways:; ; Our CCaaS platform enables remote work opportunities, reducing the carbon footprint associated with commuting and office infrastructure. By empowering employees to work from home, we minimize greenhouse gas emissions and alleviate traffic congestion, thereby contributing to cleaner air quality and reducing overall environmental impact.; ; Additionally, our CCaaS platform facilitates enhanced communication and collaboration, enabling organizations to engage with stakeholders, customers, and communities more effectively. By streamlining interactions and providing accessible support services, we empower individuals and organizations to make informed decisions and take proactive steps towards climate action and sustainability.; ; In conclusion, our Contact Centre as a Service (CCaaS) solution is not just about enhancing business efficiency; it's about harnessing the power of technology to drive positive social change and address the complex challenges of climate change. By prioritizing environmental sustainability, social inclusion, and community engagement, we are working towards a more resilient and equitable future for all.

  Tackling economic inequality

  At Geomant we are committed to addressing economic inequality through our innovative Contact Centre as a Service (CCaaS) solution. By leveraging technology and flexible work arrangements, our CCaaS platform serves as a catalyst for socioeconomic empowerment in the following ways:; ; Our CCaaS model creates job opportunities for individuals from diverse socio-economic backgrounds, including those facing barriers to traditional employment. By offering remote work options and flexible schedules, we enable individuals with caregiving responsibilities, disabilities, or limited access to transportation to participate in the workforce and earn a sustainable income, thereby reducing disparities in employment and income levels.; ; our CCaaS platform facilitates access to essential services and information for underserved communities, including financial assistance programs, healthcare services, and educational resources. By providing multilingual support and personalized assistance, we empower individuals to navigate complex systems and access the resources they need to improve their quality of life and achieve economic stability.; ; In conclusion, our Contact Centre as a Service (CCaaS) solution is not just about optimizing business operations; it's about leveraging technology to promote economic opportunity and social mobility for marginalized communities. By prioritizing diversity, inclusion, and skills development, we are working towards a more equitable and inclusive society where everyone has the opportunity to thrive.

  Equal opportunity

  At Geomant , we are dedicated to promoting equal opportunity through our transformative Contact Centre as a Service (CCaaS) solution. By embracing diversity and inclusivity, our CCaaS platform serves as a vehicle for social change, advancing equal opportunity in the following ways:; ; , our commitment to equal opportunity extends to the services we provide to clients and customers. Through culturally competent customer support and inclusive communication practices, we ensure that all individuals, regardless of language, culture, or ability, receive the same high-quality service and support, thus promoting accessibility and inclusivity in service delivery.; ; Additionally, our CCaaS platform leverages technology to remove barriers to access and participation for individuals with disabilities. By implementing accessibility features and accommodating diverse needs, we ensure that our services are usable and inclusive for everyone, thus promoting equal opportunity and participation in the digital age.; ; In conclusion, our Contact Centre as a Service (CCaaS) solution is not just about streamlining operations; it's about advancing equal opportunity and fostering a more inclusive society where everyone has the chance to thrive. By championing diversity, inclusivity, and accessibility, we are working towards a future where equal opportunity is a reality for all.

Pricing

• Price: £30 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Max of 5 Agents; Voice, Email Webchat to trial; For period of 1 month only ; ; Not Included, Integrations, Chatbots

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