TALKTALK BUSINESS DIRECT LIMITED

Mitel Enterprise Cloud Unified Communications and Contact Centre

Fully featured enterprise Unified Communication (UC) and Contact Centre (CC) platform hosted in TalkTalk private UK data centres. Mitel Enterprise UC and CC provides a cost effective, resilient, scalable and easy to use communications and customer experience platform for organisations for 50 users and above.

Features

• Team Collaboration Voice/ video/ chat/ document sharing tools
• Cloud Omnichannel Contact Centre via text, Voice, Video, Chat, Web
• Private cloud resilient UK-based data centre
• Dedicated private instance per customer, with define time/date updates
• Integration with MS Teams
• Full range of desk phones, softphones, DECT, Wi-Fi devices
• Secure web-based portal for self-service administration
• SIP integrated service
• API integration to CRM and IoT platforms
• Fully managed and scalable infrastructure

Benefits

• Productivity and teamwork tools allowing collaboration from any device anywhere
• Enabling futureproofing through seamless UC/multi-media CC platform
• Data sovereignty with high availability and business continuity
• Data unaffected by other users
• Full Teams calling experience while keeping Mitel’s advanced telephony features
• DECT and Wi‑Fi handsets allow employees to stay connected
• Reducing complexity and making administration more efficient
• SIP bundled mins for cost effectiveness and peace of mind
• Use the optimum tools for your business through API integrations
• Removes day-day workloads from internal IT teams

• Education pricing 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 andrew.stokes@talktalk.business. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

460017069524303

Contact

Andrew Stokes
07976911843
andrew.stokes@talktalk.business

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: Service levels only apply for TalkTalk Business connectivity only.; ; Deployment across circuits will be subject to upstream/downstream bandwidth limits.
• System requirements:
  • Laptop hardware minimum specification requirements
  • PoE requirements for IP phones
  • Internet connectivity at user location
  • WIFI or cellular availability for mobile users
  • Headsets required for contact centre users
  • Windows 10 or Windows 11 (or softphone)

User support

• Email or online ticketing support: Yes
• Support response times: Email and online tickets will be assessed on receipt and be placed into one of three priority queues:; ; P1: Critical Fault - Loss of service. 9 working-hours’ resolution, 24/7; P2: Partial loss of service. 3 working days; P3: Degradation of service. 7 working days; ; P1 faults will result in an immediate action plan by the assurance service team with likely resolution timescales agreed with the customer. All customer interactions will be managed though TalkTalk’s ticketing management system and customers kept up to date at all stages until resolution.
• 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
• Support levels: TTB provide the following service levels included by default as free within the overall service when taken up by the customer.; ; Our service team manage faults through to conclusion.; ; Faults can be raised 24x7, 365. Your case will be allocated to a cloud support engineer who will investigate the issue and either resolve the fault directly or raise a ticket and track the support case with our suppliers. Tickets will be prioritised according to the severity of the fault reported and tracked and managed through our published fault management process.; ; All comms are updated by our service team right up to the customer agreeing to close the ticket; ; • P1: Critical Fault. Loss of service - 9 clock-hours’ resolution, 24/7; • P2: Partial loss of service - 3 working days’ resolution; • P3: Degradation of service - 7 working days’ resolution; ; We can be contacted by the following routes:; In hours – M-F (excl. BH) 8:30 to 17:15; Email: systemsupport@talktalkbusiness.co.uk; Phone: 0191 493 1120, option 1 or ; 0800 4661234, option 1 then option 3 ; Out of hours:; Email: b2booh@talktalkbusiness.co.uk; Phone: 0800 5426753
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We appoint a dedicated project coordinator, responsible for the delivery of the project.; The coordinator determines project stake holders, contact details, design document and delivery steps Project calls confirm timelines. We work through and document details around system data imports for users, call flows, groups. Porting documents and user guides.; ; The project design will determine the type of training your users require. ; We offer on-site training, remote sessions, guides or interactive self-paced learning or a mixture of all. ; We will encourage users to install their new device wherever possible prior to bringing into service (BIS) so they can experience the new solution. This may be on their desktop via a softphone, mobile client or hardware, so users can then familiarise themselves with any new features. We can also phase the BIS by moving users in departments or clusters, which can ease a large transition to a new platform.; ; The key delivery factor will be for the user to feel comfortable and ensure minimum disruption.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: At the end of a customer’s contract, TTB has a cease process in place. All cease requests must be received by email from the customer with a completed Cease Request Form; if required, this will then create a case within Salesforce. Cease requests will be supported by the TTB Account Manager.; ; The Customer Service Team will query the address on the Cease Form to confirm that it matches the address held on our records. Should the customer require access to data upon exit, a full inventory in the form of an estate report will be provided to the customer, which will contain an up-to-date asset list, including site addresses, post codes, bandwidth, router types, software versions and monthly costs via the customer’s Account Manager.
• End-of-contract process: At the end of a customer’s contract, TTB has a cease process supported by the TTB Account Manager. After your minimum term, you can end the contract or any connection forming part of a contract by giving 40 days’ notice. Any equipment remains the property of TTB and, upon termination, should be returned to us. All cease requests must be received by email from the customer with a completed Cease Request Form, this will then create a case within Salesforce. ; ; The Customer Service Team will query the address on the Cease Form to confirm that it matches the address held on our records. Once confirmed the cease process will begin. ; ; The exit plan, developed by the Account Manager with the Customer to ensure a smooth handover, will be provided by email and followed up with a phone call to answer any queries or highlight any missing information. ; ; The plan will cover:; Options for asset acquisition by Customer; Transfer of service/supply contracts; Licence terms for IPR; Data transfer; TUPE; Transition and handover planning; Exit plan review and update; ; Provided the minimum contract term has expired and payment is up-to-date, no further charges or additional costs will be payable by the customer.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: This documentation can also be accessed via PDF online which allows users with disabilities or sensory impairment to access information through functions such as text to speech and font settings. We can provide bills, contracts and letters in formats such as large print, Braille, coloured paper and audio CD on request, to ensure accessibility.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: MiCollab is a softphone service designed to work seamlessly between Laptop and mobile. The Therefore, the desktop and mobile interfaces are identical to ensure the best user experience and familiarity even when switching devices.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Interface testing has not currently been carried out with users of assistive technology but this will be a future roadmap item .; ; What users can do:; ; Log in remotely using a secure web GUI to manage system settings and perform tasks like:; ; • User provisioning; • Programming lines and trunks; • Backup/restore functions; • Implement role‑based access control to limit what different users can access.; ; What users cannot do:; ; • End‑users (non‑admins) cannot access system‑wide configurations such as call routing, SIP trunks, licensing, etc.; • Users cannot bypass access restrictions configured by administrators (policy‑driven).
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: The platform provides vast levels of customisation in both UCaaS and CCaaS end users can customise the service via web interface . Multiple accounts can be created for customer access with varying administration levels, from read only of specific forms to full read and write access. This includes the ability to customise: ; • Auto Attendant Greetings; • Position in Queue; • Queue type (Voice, email, SMS, social media, etc); • Music on Hold; • Handset screen backgrounds; • System login background; • Agent statuses (Lunch, comfort break, etc); • 1000+ customisable reports; • Number presentation; • Extension names and numbers; • Hold timers; • Overflow timers; • Groups (Hunt, Ring, Pickup etc); • Handset Keys; • Agent Skill level; • Call Rerouting alternatives; • Agent shift patterns; • Calendar; • User License levels; • Day and Night service timers

Scaling

• Independence of resources: Each customer on our platform will have their own dedicated instance, therefore they won’t be affected by the demands of other users. I.e., the solution is different from public cloud offerings as resource is not shared and upgrade times are not dictated. ; ; All customers should also use dedicated internet access on the service. Public cloud offerings provide the same public IP address or FQDN for all customers, meaning that they share the same inbound internet circuit to their service. Every customer on our UCaaS/ CCaaS platform will be given their own bespoke public IP and FQDN.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics and statistics can be provided via the Sip Trunk Call Manager platform. Users can sign up for daily, weekly or monthly emails containing either a csv file of all the advanced statistics for the specified period, or a summary csv file with high-level statistics for each number within the account. Three email addresses can be designated to receive reports. ; ; Service metrics will include:; • Call handling performance in real time.; • Monitor vital key call metrics.; • Call routing.; • Received call statistics.; • Call answer waiting times.; • Volume of calls answered by set times of day
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Mitel UC and CC platforms

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
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: Data at rest is encrypted. There is an access control policy. We also have a data security standard that details the requirements for classification, storage, use, processing and destruction of all data. The access control policy and data security standard are both internal documents, so we are unable to share them.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Should the customer require access to data upon exit, a full inventory in the form of an estate report will be provided to the customer, which will contain an up-to-date asset list, via CSV or Excel, including site addresses, post codes, bandwidth, router types, software versions and monthly costs via the customer’s Account Manager.
• 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)
• Data protection within supplier network: Other
• Other protection within supplier network: Call data records are transferred to TalkTalk Business from its supplier using Secure File Transfer Protocol (SFTP). SFTP ensures secure file transfers by providing a variety of alternatives for strong authentication during digital communication and data transfer. SFTP uses the Advanced Encryption Standard (AES) to encrypt data, using a mathematical process involving prime numbers to encrypt data with a specific key. Users will require both the key and login rights to access data transferred in this way.

Availability and resilience

• Guaranteed availability: Across the core service we report a target availability of 99.99%. ; ; Delivered availability will be dependent on the availability of the underlying connectivity service.; ; Service Levels ; ; Priority Level: ; Priority 1 - Resolution target – 8 hours ; Priority 2 – Resolution target – 16 hours ; Priority 3 – Resolution target – 16 hours; ; Service Credits are available for Priority 1 incidents only and based on % of the applicable Monthly Recurring Charges:; 0-12 hours – 1% ; 12-24 hours – 2% ; 24-72 hours – 15% ; 72-120 hours – 50% ; 120 + - 100%
• Approach to resilience: The hosted environment runs within two physical, geographically separated, tier 3 data centres. Each architecture uses multiple resilient components such as dual power, multiple fan trays, multiple blade servers etc. ; ; Failure of a physical blade should be predicted by the on-board Insight Manager and VMs will be migrated away seamlessly to other hardware, ready for the failing hardware to be replaced. If a blade was to fail before such a migration could take place, Virtual Machines will be immediately restarted on other blades. This is equivalent to a power interruption (reset button) on a physical server, but with much faster boot times. ; ; The service replicates data between the two data centres by spinning-up sufficient virtual machines and software to provide the required resilience. By keeping duplicate systems and data in a second, geographically separate data centre, an organisation avoids being dependent on a single physical location.; ; Redundancy ensures multiple copies of systems and data so no single failure can halt operations. Replication keeps data available even if one data centre fails.
• Outage reporting: As a resiliently provisioned service, failure of single instances will not result in customer outages, therefore, we typically act in the event of customer reported issues, which we have not had in the past 12 months.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Physical handsets use MAC address authentication
• Access restrictions in management interfaces and support channels: Customer is given access to the application management interfaces to named customer individuals.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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

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: As part of the TalkTalk Business Security Policy we are using an internationally recognised security control framework (NIST) to assess our maturity, which is validate internally every 3 months and externally every 3 years by BSI. TalkTalk Business is accredited for ISO27001 and follows all security principles where TalkTalk Business is committed to preserving the confidentiality, integrity and availability of its data. ; ; The Information Security Management System (ISMS) is a set of policies and procedures for systematically managing the security of TalkTalk Business data. The goal of an ISMS is to minimise risk and ensure business continuity by proactively limiting the impact of a security incident. This Security Policy outlines TalkTalk Business’ approach to its ISMS and provides the guiding principles and responsibilities necessary to safeguard the security of TalkTalk Business’ information assets. Supporting policies, standards, procedures and processes all form part of the information security policies in place. ; ; Processes are in place across all the following criteria:; ; • Security Vision; • Security Mission; • Security Strategy; • Governance& Visibility ; • Protective Controls ; • Security Testing ; • Telecom Security Act (TSA) Readiness ; • Customer Security
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: TTB will work with customers to agree appropriate windows for the work to be carried out with post-implementation testing and closure agreed.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We scan both our on-premises and cloud infrastructure for potential threats every week. This is actioned by the Security Team. ; ; Security patches will be deployed at the next available patching window (usually monthly), and we have a monthly governance meeting to discuss remediation activities. In the case of extreme threat, patches will be expedited. ; ; Our Vulnerability Manager/ Threat Intel Specialist and SOC team proactively monitor security intelligence feeds and vendor announcements to gain information about potential threats. On detection, we work with Operational teams to ensure that remediation is completed.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We identify potential compromises through real-time monitoring of key perimeter and host-based systems alerting into a 24x7 SOC, alongside regular structured threat hunting based on current cyber threat intel; and established incident reporting processes between suppliers/colleagues/our 24x7 SOC.; ; Potential compromises will be prioritised based on business impact/ likelihood of escalation, then managed to resolution or escalated to our Intrusions and Investigations team. The focus is on containment and eradication with considerations for forensic analysis, recovery and post incident improvements.; ; The SOC responds to all incident reports immediately but will focus attention on priority incidents based on the pre-defined triage.
• 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: We have a pre-defined process for common events and fault-related reporting through our 24/7 Technical Support Centre (TSC).; ; Users can report Priority level 1 and level 2 incidents by telephone (08454566541/08453103444) and by email/web portal. ; ; Incidents, when resolved, will be notified to the customer as part of the logged ticket fault. Reports will be provided upon request for network incidents, and these reports distributed to impacted customers via email.
• Post-quantum cryptography secure: No

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: Yes
• 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: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Tuesday 27 January 2026
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 26 May 2025
• What the ISO 9001 doesn’t cover: Exclusions:; 8.3 Design and Development of products and services; 7.1.5.2 Measurement traceability; Location: Gateshead
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Viking Cloud
• PCI DSS accreditation date: Monday 3 November 2025
• What the PCI DSS doesn’t cover: None - The Non PCI is not covered by our certification, all PCI is covered under this certification.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 41015739-ac20-4a9f-a558-edbab61126e0
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 andrew.stokes@talktalk.business. Tell them what format you need. It will help if you say what assistive technology you use.