Talkwalker S.à r.l.

Talkwalker

Talkwalker: The #1 Consumer Intelligence Acceleration platform for brands to drive business impact. Recognized by Forrester as a Leader in Consumer Intelligence and Social Listening, the platform combines a multitude of internal and external data sources with AI powered by Blue Silk™ technology, for the most expansive view of consumers.

Features

• Media Monitoring
• Social Listening
• Audience Insights
• Customer Feedback Analytics
• Social Benchmarking
• Social Engagement

Benefits

• Monitor topics across traditional media channels
• Monitor topics across millions of sources including social/digital forums
• Find and understand your target audiences
• Track performance across direct consumer feedback including surveys and reviews
• Track performance of your social channels versus your competitors
• Manage your social media and transform insights to action

£17,999 a unit a year

• Education pricing available
• 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 contact@talkwalker.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

795951201329017

Contact

Alexandra Haynes
+44 786 212 7548
contact@talkwalker.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Talkwalker will maintain a 99% uptime for accessing the Talkwalker Platform, excluding Scheduled Maintenance and Scheduled Outages. Scheduled Maintenance takes place during weekends and notified at least twenty-four hours in advance by e-mail.
• System requirements:
  • Web browser
  • Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Customer Success Managers are reachable by phone on local working days:; ; In Luxembourg, Paris and Frankfurt from 9am to 6pm, local time; In New York from 9am to 9pm, local time; In San Francisco from 9am to 6pm, local time; In Singapore from 9am to 6pm, local time; In Japan from 9am to 6pm, local time; ; Additionally, Talkwalker provides routine multi-language helpdesk support via email. Support agents are available during extended working hours from 8am to midnight, Luxembourg time, Monday to Friday, public holidays included.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our Customer Success Managers are reachable by phone on local working days: In Luxembourg, Paris and Frankfurt from 9am to 6pm, local time; In North America from 9am to 6pm, local time; In Singapore from 9am to 6pm, local time, covering Japan from 10am to 7pm, local time. Additionally, Talkwalker provides routine multi-language helpdesk support via email. Support agents are available during extended working hours from 8am to midnight, Luxembourg time, Monday to Friday, public holidays included.; ; Please refer to the SLA for more information: https://www.talkwalker.com/service-level-agreement
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Kickstart services are dedicated to ensuring that you have everything you need in the implementation process. This includes Migration of Queries, Users and building of queries. Educational servies are dedicated to ensuring knowledge and platform usability across the organization. We create customized learning journeys to ensure platform usability for a full range of users, from power Users to end users.; ; Implementation is structured in 5 phases:; ; 1. Implementation: Planning; Define objectives & audit each department/ market - client provides KPIS, challenges, areas of interest; Prepare project plans including setup and trainings; Assign roles & responsibilities Identify users based on digital maturity; ; 2. Implementation: Project Set-up; Leverage existing queries from other platforms and information from the audit to design & customize the solutions and create templates by use case; Optimize & validate project setup & structure with the key stakeholders; ; 3. Implementation: Training; Customized training sessions based on user groups, digital maturity, needs and objectives to drive adoption; Continuous support of power users to continue adoption and ensure accuracy and relevancy of the data; ; 4. Implementation: Complete Recap of Implementation; Survey of onboarding; ; 5. Ongoing Support; Your dedicated CSM team support all ongoing requests and work with you to drive adoption
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Prior to termination of service, clients are free to download their data out of the platform if required.
• End-of-contract process: All subscriptions are subject to a 30-day notice period. We ask our clients to submit notification in writing to their Customer Success Manager.; As soon as the notice period has expired, your account will be deactivated and can no longer be accessed.; ; Extensive offboarding and migration needs will be subject to a conversation to understand the scope of work required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: Talkwalker displays data in a easy to read, easy to understand and customisable way through a series of dashboards. It provides a number of automated dashboard called IQ Apps based on common use cases. A dashboard consists of a series of widgets, and each widget contains one or more components such as charts, graphs, tables and word clouds etc. Once a dashboard is generated, it can be used as-is, or a user can choose to customise the layout and content to suit their output.
• Accessibility standards: None or don’t know
• Description of accessibility: The Talkwalker application is compatible with Google Chrome Web applications. For example, users who have a sight impediment care are able to install ChromVox plug in ( a screen reader app) and this will work with the Talkwalker app platform. All users can access our platform using an active internet connection and most web browsers.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Talkwalker is an open platform. Therefore, we offer standard integration formats (CSV, JSON, RSS, FTP, API etc.) that are provided/accepted by most 3rd party platforms. Clients can use these either to import external data into Talkwalker or to export data collected by Talkwalker into 3rd party solutions. Data can also be pushed directly into Excel or PowerPoint as needed. Additionally, we are able to pull data in via XLS, CSV, FTP or Google suite.; ; We also have a more sophisticated option of an API-in if needed. Many of our clients use this option to pull in Media planning/buying data, creative trafficking data, owner data, hand-raiser data, customer service data, product and purchase data as well as stock price and other business-related metrics.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Platform is highly customisable to the users. Searches and data collection are defined by the user in a completely customisable search interface. The dashboard functionality is also highly customisable, with a range of building options that clients have access to. From an engagement standpoint, users can configure customisation feeds to filter in/out engagement types and messages across channels. All other features such as alerts are also customisable.

Scaling

• Independence of resources: The Talkwalker platform utilises cutting edge hardware and load balances multiple instances across all of our services. For periods of high usage we distribute load across many machines.

Analytics

• Service usage metrics: Yes
• Metrics types: - User Activity: The number of active users and hours of use in the platform by Project (workspace) and the number of hours of use by user available over the past 12 months is available. Talkwalker provides KPIs such as average weekly hours of use and weekly active users, with the evolution over time, as well as the most active days and hours during the week, top 10 active users in hours of use.; - Dashboard usage: The number of dashboard and shared dashboard openings with the session durations are available; - Report & Alert usage
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

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: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• 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: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be either imported / exported manually, or via the Talkwalker Advanced API (conditions apply).; ; Talkwalker is an open platform. We offer standard integration formats (CSV, JSON, RSS, etc.) that are provided/accepted by most 3rd-party platforms. This can be used to export data collected by Talkwalker into 3rd-party solutions. Talkwalker also has built connectors to specific third party applications (eg Salesforce Service Cloud).
• Data export formats: CSV
• Data import formats: CSV

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: Talkwalker will maintain a 99% uptime.; ; Please refer to the SLA policy here - https://www.talkwalker.com/service-level-agreement
• Approach to resilience: Available in the SLA - https://www.talkwalker.com/service-level-agreement
• Outage reporting: Refer to the SLA - https://www.talkwalker.com/service-level-agreement

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Database user access is restricted to authorized personnel and limited via role-based security privileges defined within the access control system. Databases are configured to enforce password requirements that include:; Password length; Complexity; MFA
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: SOC 2 report can be provided upon request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Talkwalker maintains mechanisms to ensure changes are performed in accordance with Talkwalker’s Change Management Policy and corresponding change management procedures, which include approval of changes into production.; The SDLC management process can be summarised: Change requests are initiated via the Product team, they are analysed by the IT team that will be involved before a go/no-go decision. Changes are added to the development environment (stored in a locally versioned source-code repository). Relevant changes are subject to a code review by a peer, and are pushed to the test environment. Testing phase involves:automatic tests, manual tests, security tests, and acceptance tests.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available upon request
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available upon request
• Incident management type: Supplier-defined controls
• Incident management approach: Available upon request

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Talkwalker is officially recognised as a net-zero business and actively recognises the business impact on carbon footprint. ; ; We also publish our findings in a report which can be made accessible.

Pricing

• Price: £17,999 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Talkwalker offers a no obligation 2-week trial to establish whether the platform is the right fit for your organisation.

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