Teleware Communications Manager

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Hybrid cloud
Service constraints: Requires an underlying telephony system such as a PBX, landline, mobile device or soft phone client (e.g. Microsoft Teams)
System requirements: Requires an Internet Connection

User support

Email or online ticketing support: Email or online ticketing
Support response times: When a ticket is logged in service desk, there is an automated response, with a reference, and they are sent within 5 minutes of the ticket being automatically logged. General questions are not managed through a specific SLA however they are logged and responded to as soon as possible via our Support teams.
For general fault management the following priority levels and associated response times apply: Priority 1: 2 hours Priority 2: 4 hours Priority 3: 8 hours
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, at extra cost
Support levels: Teleware’s customer centric service vision is to put the customer at the heart of everything we do, our managed services operate 24x7x365 and the Teleware platform. Our Network Operation Centre constantly monitors and manages the performance of the platform, through capacity management, quality of service monitoring, resilience, availability, change control and incident management. All our processes are managed within our ISO27001 certified Information Security Management System, as well as our ISO9001 Quality Management system, which feature ITIL based procedures and functions. Combined, these factors enable Teleware to achieve customer service excellence. We class priority 1 as a complete loss of all services to all identities, priorty 2 is loss of all services to a group of identities, and priority 3 as minor cloud service faults not included in the above.
Support available to third parties: No

Onboarding and offboarding

Getting started: Through the implementation of a tailored program and Project Management Methodology, the Teleware Project Manager will ensure the project is governed through a controlled number of stages. It will be structured, documented and accessible with defined deliverables at each stage. Project governance, as agreed with the customer will be applied. Teleware leverage an unparalleled learning solution that combines content expertise with an intelligent platform, designed to transform the way users work with Microsoft technology. A highly personalised approach to change management gets users and their technology on the same team, preventing frustration, alleviating IT workloads & helping organisations reach goals. Teleware builds a customised adoption strategy to drive your company’s software usage. Our platform and strategy help deliver personalised learning programmes to every user or persona and importantly measures the impact of adoption and usage. Our platform uses big data, machine learning and a human touch to help you achieve your goals.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Video
End-of-contract data extraction: Where recording is taken as an option, at the end of a contract a customer may offload recordings from the Teleware platform via our Intelligent Media Exchange software solution. Or optionally may wish to retain storage of recordings (and access to them) in our platform
End-of-contract process: At the end of a contract the service is decommissioned on a pre-defined date, and numbers can be ported away if required via industry standard practice. Where recording has been used, we make suitable arrangements with the customer as to what they would like to do with their files - either offload from the platform, delete them or retain them which may incur additional costs.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome
Application to install: No
Designed for use on mobile devices: No
Service interface: No
User support accessibility: None or don’t know
API: No
Customisation available: Yes
Description of customisation: Users under a 'supervisor' class profile can add, edit or delete individual hunt groups or teams of users as well as manage users/call agents within each group/team. In addition they can modify the outbound presented CLI for each group, the call distribution methods and the group/team name. Supervisors can also add, edit or delete 'reason codes' (up to 99) which are used by call handlers to designate their availability for inbound calls - either 'Ready' or 'Not Ready' with an applicable reason code. Supervisors may also add, edit or delete real time dashboards that display call information relating to inbound or outbound calls or the status of agents within their respective groups/teams.

Scaling

Independence of resources: Teleware's cloud-based environment enables resilience and scalability using a multi-tenanted infrastructure. We automatically scale up and down based on the demands of users, this is achieved by blending data centre architecture and Microsoft Azure technology capabilities. Both datacentres connect to the Azure Cloud utilising Express Route connections with full diversity and availability across both UK regions. Session Border Controllers (SBCs) reside within the Teleware datacentres and accredited by Microsoft to provide Microsoft Teams Voice. The SBCs provide multiple points of PSTN ingress and egress through multiple carrier partners connected at each datacentre

Analytics

Service usage metrics: Yes
Metrics types: Supervisor class users can create real time dashboards that show usage metrics relating to inbound and outbound calls including iVR call time, queue time, call handling times as a minimum, maximum or average. As well as statistics relating to quantity of calls abandoned, answered, in queue, in progress. Metrics relating to call handlers are also available such as readiness state, calls made/answered/abandoned, and phone numbers registered to. Reporting service provides call information through the callers journey at multiple contact points – such as iVR, queue time, call handling time and if any transfers took place.
Reporting types: 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: Up to Security Clearance (SC)

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 Tigerscheme qualified provider or a CREST-approved service provider
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: Users with appropriate permissions may access and run standard usage reports via a web based interface, optionally they can save the output of the reports to their local machine
Data export formats: CSV

Other
Other data export formats: DOC

XLS

PPT

TIFF

HTML
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: We commit to a 99.99% uptime availability for the platform. As standard we provide service and support in respect of faults relating to the cloud service at no cost, for which the SLA is as follows: Severity/Priority Level 1 (Complete loss of all Services to all Identities) - covered 24x7 has a 2 hour response target and a 4 hour fix target. Severity/Priority Level 2 (Loss of all services to a group of Identities) - covered 24x7 has a 4 hour response target and a 8 hour fix target. Severity/Priority Level 3 (Minor cloud service faults not included in the above) - covered 09:00 – 17:30 Monday to Friday, excluding Bank Holidays. Has a 8 hour response target and a 20 working days fix target
Approach to resilience: Teleware software is built on a cloud based environment. This enables resilience and scalability using a multi-tenanted infrastructure. Using this architecture model allows the Teleware system to automatically scale
up and down based on the demands of the users, this is achieved by blending data centre architecture and Microsoft Azure technology capabilities. Both the Teleware datacentres connect to the Azure Cloud utilising Express Route connections with full diversity and availability across both UK regions. Teleware South connects to the Azure UK South region and Teleware West connects to the Azure UK West region utilising dual resilient gigabit connections at each datacentre. The SBCs provide multiple points of direct PSTN ingress and egress through multiple carrier partners connected at each datacentre. The replication of SBC and interconnectivity at both datacentres, as well as diversity between carriers ensures that the failure of any component or interconnect will not affect service availability
Outage reporting: E-mail notifications are issued to nominated customer contacts in the event of any outage that may affect that customers subscribed services from Teleware. We aim to inform customers of a major incident within 20 minutes of it occurring and will circulate updates each hour until resolution. Once a resolution is found Teleware will circulate a Root Cause Analysis (RCA) within 5 working days, outlining the cause, time
service was affected, the actions taken to restore service and what the follow-on actions will be to ensure the incident doesn’t reoccur. Teleware will work to our standard resolution SLA’s . Teleware will use the contacts specified by the customer for incident notification

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: Management interfaces are not supported for end users, internal support access is governed by ISMS policy which restricts access based on job role and job requirements
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Audit information for users

Access to user activity audit information: No audit information available
Access to supplier activity audit information: No audit information available
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: LRQA
ISO/IEC 27001 accreditation date: 09/02/2024
What the ISO/IEC 27001 doesn’t cover: Not applicable
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: This is governed by our ISMS Technical Services policy which details the processes and controls in place covering information security including: Access controls for physical access to computer rooms, data centres, or offices. Logical access controls based on active directory, with suitable policies in place covering password rules and constraints, as well as controls around requesting access and defined processes for user-IDs and privileged IDs. This also covers Network access which governs internet, wide area networks and firewalls. Hardware process are defined around laptops, PC's and mobile devices for staff as well as physical servers hosted in our data centres, all covered by system hardening standards through anti-virus and anti-malware, vulnerability scanning (external and internal), network performance monitoring, configuration scanning, audit logging and Microsoft Operations Management Suite (OMS). These are underpinned by senior management approved processes around change control, asset management, remote access, disposal and backup.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: A change control process document is utilised which defines the technical change within technology environments (infrastructure, software, etc) this process is followed by all personnel unless prior authorisation has been provided by emergency stakeholders where the process cannot be followed for unexpected reasons. We define 2 key groups of staff “Change Advisory Board” (CAB) and Key stakeholders. The CAB is comprised of technical staff and key decision makers who evaluate changes to the production environments. The CAB is focused exclusively on reviewing Change Requests for risk and unintended consequences and agreeing for changes to be performed to production environment
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We employ external vulnerability scanner services to scan our platforms. The NOC conducts monthly tests using Qualsys SSL labs server test. All scans are maintained and initiated by the NOC according to the maintenance calendar. Scan results are compared to established baseline and where differences and issues are identified, raised as risks. Risks are prioritized as High, Medium, and Low status as indicated by the
tool that has identified it (Intruder, SSL Labs, or PEN testing). The following resolution targets relate to each severity: High - Immediate Medium – 1 month Low – 6 months Informational – Discretionary
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Teleware services are managed by our NOC. The NOC utilise multiple monitoring systems to maintain the confidentiality, availability and integrity of the service, these include Pager Duty, to alert our operatives
of critical and alert situations. PRTG network monitor to measure capacity and alerts for all servers, virtual servers, routers, switches, LANs and WANs. OCOM SIP monitor to measure call performance. Automated
diallers to ensure the integrity of end-to-end call routes, Azure security centre to ensure that security baselines are adhered to, and Intruder, a vulnerability scanner which monitors the external surface of the platform
for security vulnerabilities.
Incident management type: Supplier-defined controls
Incident management approach: All incidents are managed within Teleware's ISO 27001 compliant ISMS. All service incidents are managed and communicated through the Teleware service desk through agreed SLAs and priorities. Major
incidents affecting confidentiality, integrity or availability are managed within Teleware incident register. At the commencement of an incident, an incident owner is assigned who is responsible for assessing,
containing and communicating the incident as well as the resolution of the incident. All corrective actions and lessons learned are recorded and managed within our ISMS which which is reviewed by senior management and audited annually by LR

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

Equal opportunity

Teleware is committed to tackling all forms of discrimination and inequality in both the workplace and the services the organisation provides. Our policy sets out how to promote equal opportunity and prevent all forms of unlawful or unfair discrimination, harassment, and victimisation. The aim of the policy is to:
• work towards the elimination of all forms of discrimination
• create a positive culture, where diversity, inclusion and respect are core values and at the centre of our activities
• ensure employees and senior management are engaged with development and implementation of this policy
• encourage positive action to overcome disadvantage and discrimination
• ensure highest possible standards are achieved in the delivery of our services to customers and in our employment practices
• ensure equality, diversity and inclusion is promoted through work, both internally and externally Teleware is committed to:
• creating an inclusive environment where individual differences and the contributions of our employees and senior management are recognised and valued
• creating a working environment that promotes dignity and respect for all
• implementing inclusive recruitment practices
• ensuring development and progression opportunities are available to all
• regularly reviewing service provision to ensure it is accessible, fair and appropriate to all groups within society
• providing information and training to all employees and senior management to ensure that they are fully aware of electronic data interchange (EDI) issues and their responsibilities relating to these areas
• ensuring that no person or group of people will suffer detrimentally in promotion or dismissal
• ensuring workplace benefits are accessible to all
• monitoring our workforce so that we can work towards ensuring they reflect the customers we are serving
• assessing the impact of our policies, practices, and services
• embedding EDI into our policies, procedures, and everyday practice

Pricing

Price: £14.40 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

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

Pricing

Service documents

Cookies on Digital Marketplace

Teleware Communications Manager

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