Intercity Technology Limited

Unified Communications

Unified Communications integrates voice, video, chat, and collaboration tools into a single platform. It enhances productivity and streamlines communication with features like voice calling, messaging, file sharing, and conferencing which are accessible from any device, anywhere. Ideal for businesses seeking comprehensive and flexible communication solutions.

Features

• Extension and DDI dialling
• Call Routing including Hunt Groups, Auto Attendants & Queueing
• Hot Desking and Remote Office
• Handset, smartphone and desktop end points
• Collaborate functionality including conferencing, video, screen sharing and messaging
• CRM and Microsoft Outlook integrations plus Devloper API
• Call Recording supporting MiFID II compliance
• Reception Console
• Microsoft Teams endpoint integration
• Fraud management

Benefits

• Cost effective; simple per user price for straightforward budget management
• Better collaboration; supports users demands for effective remote working
• Peace of mind; in-built resilience for exceptional availability
• Time saving; administrator portal control of sites down to users
• Enhanced service provision; through off-the-shelf CRM integrations
• Tailored solution; integrate MS Teams for those who need it
• Better customer experience; route calls effectively including between sites
• Flexibile; easy to scale and adapt as demand changes
• Compliant; customisable call recording ensures effective audit trail always available
• Effective working; hybrid working through remote office and hot desking

£8.00 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

107440816968091

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: The service integrates with Microsoft Outlook providing features including click to dial and presence, as well as 20 of the top CRM systems in the UK market today. This functionality provides screen popping and click-to-dial from the chosen CRM, integrating it with certain desktop features such as desktop contacts searching.
• Cloud deployment model: Public cloud
• Service constraints: * As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; ; * The service does not support;; * ISDN Data Calls; * IP handsets that have not been supplied by Intercity ; * Fax and franking machines
• System requirements:
  • Supported browser required for portal access
  • A compatible data network
  • Appropriately sized data access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are determined by the Incident Priority where P1 is Urgent, P2 is High, P3 is Medium and P4 is Low.; ; P1 - 24x7x365, response time 30 minutes, resolution target 5 clock hours; P2 - 24x7x365, response time 1 hour, resolution target 9 clock hours; P3 - business days during office hours, response time 8 hours, resolution target 3 business days; P4 - business days during office hours, response time 24 hours, resolution target 7 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: No
• Support levels: Intercity support incorporates three tiers with tier 3 being the most technically advanced. The support tier engaged on an issue is determined by the resolution complexity of the incident.; ; Intercity does not charge different amounts for different support levels.; ; Intercity account managers have access to technical resources and can engage engineering resource when required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a service handbook, which includes all the information that users need about using the service. We can also, on request provide remote or F2F training to both Administrators and End Users, there is also an extensive on-line Knowledge Base accessible by all users.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In this context a user's data is their phone numbers applied to their Telephony Service. Before the contract ends, if the user wishes to retain their phone numbers, they must place a number porting request with their new service provider. The new service provider will then contact us to arrange the number port. If the user does not wish to retain their phone numbers, after the contract has ended, we will remove them from the SIP Trunking service and put them into quarantine for 3 months. All "Platform Data" is deleted when the specific service is terminated.
• End-of-contract process: The user notifies us that they wish to leave. If they need to keep the phone numbers applied to their service, they submit a number porting request to their new service provider, who will liaise with us to arrange the number port. Ceasing the service entails us disabling the SIP Trunk, at which point it can no longer be used to make or receive any calls. Termination charges apply only if the user wishes to leave before the end of the contract term and comprise the sum of the recurring charges for the remainder of the contract term.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: An app can be installed for use with the service. Upon successful download from the relevant app store onto the desktop, the user is able to log in to access a subset of Horizon functionality. The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key settings for their service. It provides all the same functionality as the desktop soft client, with the exception of Click to Call.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Includes Administrator and End-User options. ; ; Administrators have access to an overview dashboard providing call patterns, alerts and subscription summaries, as-well-as controlling all aspects of their service including:; ; * Control of site numbers and schedules, Music-on-Hold & Call Barring; * Create/edit users & assign devices, telephone numbers, set call-barring & optional services; * Manage IVR, ACDs & Hunt Groups; * Call Recording Management; * Manage username/passwords including softclients; * Statistical information for inbound/outbound calls.; ; End user access provides a dashboard of calls made/received plus directory access. Tabs allow control of their telephony service including all handling preferences, directory and hot desking.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
• Accessibility testing: Interface testing underway at present
• API: Yes
• What users can and can't do using the API: Client SDK Horizon Integrator 3.1 offers a client-side API that can be used by developers of contact-orientated desktop business applications (e.g. CRM systems) to add their own telephony integration features into their application.; ; The API allows the Developer to exploit the following features to enable telephony integration within their application; ; – Call actions: make call, answer, hold, hang up; ; – Call events: ringing, connected, completed, hold, un-hold; ; – Call information: caller’s number, dialled number
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: There is an extensive list of customisable features and functions (as per Service Handbook).; ; In summary, the service offers a range of features with an emphasis on control and administration through the web. Administrators can quickly configure the system according to the organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.; ; Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of an entire telephony environment, even over multiple sites.

Scaling

• Independence of resources: A monthly Capacity Planning Forum takes place whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that there is sufficient capacity and overhead to manage customer's requirements. Additionally there is a weekly planning review on capacity management adjustments.; ; Each customer's resource requirements are taken into account and sufficient network is allocated to them. The network is also managed to spread traffic during busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: Dashboard showing calls received/made, calls received/made per hour, call completions per day and caller/called location. Custom call detail reports can also be run and downloaded. Further extensive call reporting and wallboards are available through an additional reporting package.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma Horizon

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 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: 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: End users can download directory data; ; Administrators can download lists of: user data, numbers, devices, company directory, advanced statistics
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The target service availability is shown below and is measured monthly.; ; Availability is calculated as ((total number of mins in measurement period - Unplanned downtime)/total number of minutes in measurement period) x 100.; ; Core Services - User Subscriptions - Availability; 99.95%
• Approach to resilience: ISO 22301 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request
• Outage reporting: The Intercity Secure Operations Centre support team will alert the customer to any service outages by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 11/02/22
• What the ISO/IEC 27001 doesn’t cover: All elements are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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
• Information security policies and processes: 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 which are relevant to policy performance. ; ; Policies which make up our ISMS include:; ; Information Security Policy;; Information Security Employee Handbook;; Physical and Environmental Security Policy;; Information Security Incident Management Policy;; Data Protection Policy;; Access Control Policy;; Computer Disposal Policy and Controlled Waste;; Information Classification & Control Procedure;; Cryptography Policy;; Emergency Preparedness and Response Policy;; Virus Protection Policy;; Internet Usage Policy;; Mobile Computing & Teleworking Policy;; Company Asset Usage Policy;; Whistleblowing Policy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.; ; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; ; Best practice guidance, aligned to ITIL(OGC), recommends that the starting point for any change should be a review of generic questions or the 'seven Rs'. A risk and impact assessment is carried out for each change this involves detailing the assets under change.; ; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Gamma uses failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an accpetable level of risk. Includes identifying key information assets and subjecting the to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives.; ; Each patch is assessed and deployed according to:; High - Urgently; Medium - ASAP; Low - As time permits; ; Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Gamma utilises GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident management follows an ITIL Process and is included within our scope of ISO27001 & ISO2000:1 certification. The incident management lifecycle is delivered using our own service management system. Our in-house developed monitoring system (ServiceAlert®) integrates into our middleware automation platform and our ticketing system to process and filter data to ensure accurate fault reporting and service health, and effective management of the service. Customers receive status information at regular, predefined intervals based upon incident priority. If the customer takes a managed service from us, they receive automated monthly activity reports containing service performance data.

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: Yes
• Connected networks: Joint Academic Network (JANET)

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: £8.00 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.