Arrow Business Communications Limited

Arrow Talkdesk Contact Centre as a Service (CCaaS)

Talkdesk CX Cloud is an end-to-end cloud native (CCaaS) solution incorporating a comprehensive suite of applications including customer self-service, omni-channel engagement, workforce engagement, employee collaboration and customer experience analytics. Talkdesk CX Cloud includes AI applications that automate customer self-service, empower agents, mitigate fraud, and operationalise AI that enables service transformation.

Features

Omnichannel, telephony, chat, email, social messaging, SMS, social, outbound dialler
Self-Service Administration, visual flow designer, AI trainer, Conversation Designer
100% Uptime SLA, threat detection, voice biometrics
Customer Experience Analytics, Custom Reports, Dashboards, APIs, sentiment, 100% transcription
Knowledge Management, Case Management, Performance Management
Unified Agent and Supervisor Desktop, CRM integration
Call & Screen Recording, Workforce Management (WFM), Quality Management (QM)
Self-Service, Virtual Agent, Knowledge Portal, Agent Assist
PCI-DSS Payment Compliance - Agent assisted payments
Employee Collaboration - Microsoft Teams, Zoom, Slack, Telephony Connectors

Benefits

Deliver services across any interaction channel
Automate services through AI-powered customer knowledge portal, conversational AI
Improve service delivery using integrated customer feedback and quality management
Gain customer insight from 100% speech and text analytics
Reduce total cost of ownership through self administration
Empower service staff with an AI-powered assistant providing contextualised recommendations
Enable staff to work from any location, including from home
Over 80 integrations, including Salesforce, Zendesk, Microsoft Dynamics, ServiceNow
Ensure PCI-DSS payment compliance
Enable collaboration with Microsoft Teams, Zoom, Slack and telephony connectors

£55.00 a user

Service documents

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Framework

G-Cloud 14

Service ID

Contact

Arrow Business Communications Limited John Loftus
Telephone: 07545 929225
Email: gcloud@aro.tech

Service scope

Software add-on or extension: Yes
What software services is the service an extension to: Yes, but can also be used as a standalone service
Cloud deployment model: Public cloud

Hybrid cloud
Service constraints: There are no maintenance windows and support is 24/7. Hardware needs to meet the minimum requirements below. There are no limitations in scale, everything is scaled virtually from the user point of view.
System requirements: Google Chrome configured as the default browser

Google Chrome updated to the latest version

Intel i5 / AMD Ryzen 5

Proxy settings: include Talkdesk Agent Workspace in the allow list

Recommended 8 GB of RAM

Windows 10 / Chrome OS

Linux 64bit (Debian 9 or Red Hat 8 based distros)

Chrome OS

User support

Email or online ticketing support: Email or online ticketing
Support response times: Initial Response Time Goal:
S1 - 15 mins
S2 - 60 mins
S3 - One business day
S4 - Two business days
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: Onsite support
Support levels: Talkdesk provides 24/7/365 support via phone and web portal in addition to an online knowledge base with documentation, videos and other support resources.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Talkdesk Academy provides free certified online training for agents, supervisors and administrators, offering training suited to all experience levels. Talkdesk Academy is designed to develop skills through tips, techniques and prescriptive training and includes soft skills courses with PDF guides that provide suggestions, tricks and guidelines: https://academy.talkdesk.com. During implementation, Talkdesk professional services will provide customised training as required.

A comprehensive online knowledge base provides user guides, product guides and set-up guides of all Talkdesk CX Cloud functionality: https://support.talkdesk.com.
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Talkdesk will provide a process or procedure for customer data to be exported in a non proprietary format
End-of-contract process: During the term of the contract and for 30 days thereafter, the customer may export its customer data. After this period Talkdesk may delete customer data in accordance with its standard schedule and procedures.

Using the service

Web browser interface: Yes
Supported browsers: Chrome
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: A purpose-built mobile agent application is available for use on iOS and Android mobile, tablet or smart watch devices. Compared to a desktop service, the mobile application functionality is more limited in terms of functionality, for example, it only currently supports voice engagement.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Talkdesk Workspace unifies all contact centre applications and data on a “single pane of glass,” to support every role in the contact centre – agent, supervisor, or administrator. Login from a browser or via an easy-to-install desktop client with single sign-on. Talkdesk Workspace can be personalised to the organisation's requirements, supports multiple languages and includes accessibility features.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Talkdesk's "Accessibility First" promise is a simple framework of continuous monitoring & upgrading Talkdesk application to latest levels of accessibility, as the application evolves. Talkdesk has received Voluntary Product Accessibility Template (VPAT) for Accessibility conformance WCAG 2.1 and Section 508. These VPATs are available on request.
API: Yes
What users can and can't do using the API: "Talkdesk CX Cloud is an open and integration-rich platform with a wide set of APIs for custom development and offers a RESTful API that allows developers to access key data and documentation in order to interface easily with other vendors and systems. Full documentation on what can and can't be done with the Talkdesk APIs can be found here: docs.talkdesk.com.
Talkdesk APIs:
Are based on RESTful principles.
Are secured by OAuth 2.0.
Provide JSON messages, search, pagination, sorting, and filtering.
Use predictable, resource-oriented URLs, built-in capabilities for passing parameters and authentication.
Respond with standard HTTP response codes to show errors."
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: "Talkdesk CX Cloud web application is a single point of administration that allows administrators to customise all elements of the solution including account management, user management, number management, system-wide preferences, user interfaces, IVR scripting, orchestration and routing, contact flows, teams and ring groups, announcements, contacts, feedback surveys, recording preferences and retention, quality management, workforce management, performance management, AI conversational design, digital engagement branding, AI intents, integrations, knowledge base and response templates.
Talkdesk CX Cloud provides the ability to assign each user a role that governs access to data and functionality per application using predefined or custom custom roles to manage access according to your business needs.

Scaling

Independence of resources: Talkdesk CX Cloud is built with a microservices API-first architecture with multiple component services that are deployed independently without compromising the integrity of an application. This provides superior scalability.

Analytics

Service usage metrics: Yes
Metrics types: Talkdesk Explore is a reporting and business analytics tool that provides flexible filtering, scheduling, exporting and customisation options for historical contact centre performance data. 25 default reports and 15 default dashboards are provided as standard.

Talkdesk Live is an analytics tool that provides real-time monitoring of contact centre queue performance and agent contact handling, using configurable and filterable widgets presented in a range of dashboard formats. 22 default KPI widgets are provided as standard.

Service metrics are also provided for customer experience analytics, knowledge management, speech and text analytics, agent performance, customer feedback, operational AI, voice biometrics and security threats.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

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

Staff security

Staff security clearance: Staff screening not performed
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)

Other locations
User control over data storage and processing locations: Yes
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: 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: Using standard administrator tools, APIs
Data export formats: CSV

Other
Other data export formats: JSON

MP3
Data import formats: CSV

Other
Other data import formats: JSON

WAV

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: Talkdesk provides a 100% uptime SLA for Elite Edition licenced users.
Approach to resilience: Talkdesk CX Cloud is built with a microservices API-first architecture with multiple component services that are deployed independently without compromising the integrity of an application. This translates to higher reliability and enables zero-downtime
maintenance. Microservices enable faster innovation, continuous delivery and superior scalability. Talkdesk offer a 100% uptime SLA and readily publish our platform status: https://status.talkdesk.com/

Our global low latency architecture ensures that each call travels the most direct route through regional communication nodes and minimises dropped packets, jitter, and delay and is backed by industry-leading MOS scores (4.37).

Talkdesk has ISO 22301 certification for Business Continuity Management. The Infrastructure and Operations team is available 24/7 to oversee our automated backup plan should an unforeseen event occur.
Outage reporting: Talkdesk provides real time operational status of its services and any problems, which can be viewed under https://status.talkdesk.com/

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: Each user us assigned a role that governs access to Talkdesk CX Cloud applications. Predefined roles (agent, supervisor or administartor) or custom roles can be configured.
The permissions on roles are CRUD-based (Create, Read, Update, Delete), and customers can determine which of these options to enable for each permission on a role.
Access restriction testing frequency: At least once a year
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 Business Assurance UK Limited
ISO/IEC 27001 accreditation date: 01 December 2023
What the ISO/IEC 27001 doesn’t cover: This certificate is valid for the following scope:
Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data) in accordance with the Statement of Applicability, version 1.0, plus Code of Practice ISO 27017:2015 on information security controls for cloud services and Code of Practice ISO 27018:2019 for protection of personally identifiable information (PII) in public clouds.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 25/03/2022
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: This certification is applicable for all services offer by Talkdesk
PCI certification: Yes
Who accredited the PCI DSS certification: S21sec Gestión, S.A.
PCI DSS accreditation date: 15/12/2021
What the PCI DSS doesn’t cover: Talkdesk is only certified for payment processing.
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: SOC2 Type II

SOC3

EU-US and Swiss-US Privacy-Shield

Cyber Essential provided by the UK Cyber Security Centre

PCI-DSS AoC

ISO22301 Certification

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: Talkdesk is certified with (not an exhaustive list):

ISO27001 - (ISMS - Information Security Management System)
ISO27701 - (PIMS - Privacy Information Management System)
ISO22301 - (BCMS - Business Continuity Management System)
APEC CBPR - Crossboard Privacy Rules - for Controllers
APEC PRP - Privacy Recognition for Processors
PCI-DSS Level 1
SOC 2 / SOC3
CSA Star level 1 from Cloud Security Alliance
Cyber Essential provided by the UK Cyber Security Center
Our company is also compliant with General Data Protection Regulation (GDPR), HIPAA, CCPA, and etc.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: For Change Management we use a secure SDLC (Software Development Life Cycle). This includes:
Peer code review
QA testing
Security testing (covering mainly OWASP)
Recurrent training to developers on Secure Coding.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Talkdesk maintains a Vulnerability Management program as part of our Information Security Risk and Management Policy. The Engineering Security team continuously monitors Talkdesk environments for system vulnerabilities and performs scanning on a recurring basis in accordance with Talkdesk policy, using several different methods (SAST, DAST, pentest activities, responsible disclosure, vulnerability scanning, etc.) and classifies them based on the Common Vulnerability Scoring System (CVSS). For critical vulnerabilities (CVSS score of 9.0 to 10.0), our SLA ro resolve is 5 days.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: The Talkdesk Network Security Policy covers protective monitoring with Talkdesk engineering security team monitoring the cloud and network infrastructure. Talkdesk uses Access Control Lists (ACLs), security groups, subnet segregation. Talkdesk also has web application firewalls (WAFs), Host Intrusion Detection Systems
(HIDS), DDoS protections, and firewalls in place to protect our production network.

Customers access Talkdesk Guardian, an AI-driven cloud compliance solution to help mitigate the risk of a distributed workforce, including insider threats, negligence, and system performance issues.
Incident management type: Supplier-defined controls
Incident management approach: Talkdesk has a rigorous incident management policy and incidents are classified based on their severity and impact on customers and business operations.

The policy covers four stages of the life cycle: detection, triage, containment, and post-incident with well defined goals, guidelines and responsibilities. Additionally, it establishes the rules for internal and external communication and includes metrics associated with incidents and specific requirements regarding privacy incidents.

For data breaches, Talkdesk will notify customers of any breaches affecting their data with a maximum SLA of 72h.

Talkdesk is ISO22301 BCMS certified. Talkdesk Incident Response Plan is tested monthly.

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

Pricing

Price: £55.00 a user
Discount for educational organisations: No
Free trial available: No

Service documents

Request an accessible format

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Arrow Talkdesk Contact Centre as a Service (CCaaS)

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents