VOXARO LIMITED

Voxaro Teams FlexVoice

Voxaro FlexVoice delivers fully managed Microsoft Teams telephony using both Operator Connect and Direct Routing in a single per‑user, per‑month service. It provides secure, resilient PSTN calling with simplified provisioning, centralised management, and seamless integration, helping organisations modernise their voice estate without managing carriers or complex telephony infrastructure.

Features

• Direct routing voice calls natively from Teams interface
• Integration into Teams Admin Centre, direct control of telephony /numbers
• Enhanced Unified Communication (UCaaS) SLAs underwritten by Microsoft
• Call Quality Service Level Agreement (SLA) via direct peering
• Add users / make changes quickly via Teams Admin Centre
• Cost-effective alternative to Microsoft Calling Plans with inclusive call bundles
• Network level cloud call control for inbound call management
• Advanced billing and management information through Operator Connect analytics
• Built in UCaaS resilience with disaster recovery and failover options
• Port existing DDI phone numbers or provision new telephone numbers

Benefits

• Simple to budget, cost effective charges PUPM with inclusive calls
• Flexible, mobile, remote and homeworking solutions through Unified Communications platform
• Work anywhere on any device and transfer seamlessly between them
• Move your ISDN and WLR lines, PSTN switch-off replacement service
• Contributes to carbon reduction plans- Carbon Neutral and sustainable UCaaS
• Decrease consumption of plastic chips and reduce electricity costs.
• Continuity of service by retaining existing telephone numbers
• Enhances business continuity- multiple cloud failover and DR options
• Improved business decision making with call analytics and focused reporting
• Quick and easy implementation via Teams Admin Centre.

• 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 hello@voxaro.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

146274972942353

Contact

Voxaro Sales
0161 515 3930
hello@voxaro.co.uk

About the service

• Service categories:
  • Applications
    • Collaborative
      • Conferencing and virtual event
        • Web Conferencing Applications
      • Team collaboration
        • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams and Microsoft Teams Phone
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: You need Microsoft Teams with an E1, E3 or E5 plus Phone System add-on license.
• System requirements:
  • Appropriately sized data access
  • Microsoft365 enterprise subscription (E1, E3 or E5)
  • Microsoft Phone System AddOn (with E1, E3)

User support

• Email or online ticketing support: Yes
• Support response times: Standard response within 4 hours, 8am to 8pm Monday - Friday.; Additional options available for 24/7 cover.
• 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: Voxaro provides standard support via email, included at no extra cost. Support covers technical issues, configuration guidance, and service availability. Enhanced support options are available on request, including priority response and extended hours.; ; A Cloud Support Engineer is available for onboarding and troubleshooting. A Technical Account Manager can be assigned for enterprise customers requiring strategic guidance, subject to additional cost based on scope and engagement level.; Support hours are 9am to 5pm 7 days per week, with SLAs based on issue severity. ; Emergency support is available for critical service-impacting incidents.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Voxaro offers a streamlined onboarding experience with configuration support and user provisioning. Customers receive access to setup documentation and admin guides to configure recording policies and user roles. ; The service is easy to deploy and manage, with no hardware required. Formal training can be provided provided, the intuitive interface is designed for ease of use and accessibility. Additional onboarding assistance is available via support and consultancy channels.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documentation is provided in PDF format and designed for clarity and simplicity. While formal WCAG testing has not been conducted, the documents use readable fonts, structured headings, and minimal visual clutter to support screen reader compatibility. Users can access documentation via standard browsers and PDF readers that support assistive technologies.
• End-of-contract data extraction: At the end of the contract, users can securely export their data and audit logs via the Voxaro admin portal. Data extraction is supported by role-based access controls to ensure secure handling. Final reports and confirmation of data deletion are available upon request. Customers are advised to complete data export before access is revoked.
• End-of-contract process: At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates.; At contract end, users can export data and audit logs via the secure portal. Data is provided in standard formats for easy transfer. Access is revoked after data extraction, and deletion is confirmed upon request.; Included in the contract price:; ; Access to the admin portal; Standard support and SLA coverage; Secure data export tools; ; Additional costs may apply for:; ; Extended data retention beyond contract term; Custom extraction services or bulk data handling

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Highly scalable platform, built in a multi tenant model and evolving according to the number of provisioned users and customers. Guaranteed by Service Level Agreement.

Analytics

• Service usage metrics: No

Supplier type

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can securely export their data and audit logs via the Voxaro admin portal. Data extraction is supported by role-based access controls to ensure secure handling. Final reports and confirmation of data deletion are available upon request. Customers are advised to complete data export before access is revoked.
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Operator Connect service availability is calculated as:; Total minutes in the measurement period – Unplanned Downtime × 100 / Total minutes in the measurement period.; Note: If a service is only partially available, Unplanned Downtime is calculated proportionally. For example, if availability is reduced to 50%, downtime will be recorded as 50% of the incident’s elapsed time.; Availability Measurement Period: One calendar month.; Target availability for Operator Connect:; ; Core Services: 99.999%; Non‑Core Services: 99.50%; ; Not included in availability calculations:; ; Outages resulting from circumstances outside Voxaro’s direct control; Planned or emergency maintenance; User error; ; Definitions:; ; Core functions include Voxaro switching infrastructure, transmission equipment, the core network, and services supporting call routing and termination.; Non‑Core functions include Voxaro support systems, access to management portals, and feature‑based services such as call plans, call forwarding, auto attendant, call recording, and messaging features.
• Approach to resilience: Our supplier holds ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: A public network status dashboard; Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Relevant only to SIP Trunk call manager services. 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: Voxaro Teams FlexVoice, provided by Gamma, follows a rigorous security governance framework built on certified, independently audited controls.
• Information security policies and processes: Gamma has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013, Cyber Essentials and Cyber Essentials Plus. It is supported by numerous policies and processes including but not limited to the following:; ; Information Security Policy; Information Security Incident Policy; Acceptable use policy; Access Control Procedure; Backup Plan; Business Continuity Plan; Confidential Data Policy; Data Protection Policy; ; The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum.; ; To raise awareness Gamma uses a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• 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: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Gamma use 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 acceptable level of risk. Includes identifying key information assets and subjecting them 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 accordingly:; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Gamma utilises GPG 13 guidance. Gamma has 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. Gamma respond to incidents as close to real time as practicable
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: Yes
• Incident management approach: Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Voxaro offer a 30‑day trial covering the full core service to allow organisations to evaluate functionality.

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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: MSECB
• ISO/IEC 27001 accreditation date: Monday 13 January 2025
• What the ISO/IEC 27001 doesn’t cover: The call recording platform we resell is fully covered by a ISO 27001 certification. The managed service wrap which we offer falls outside of that.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • MiFID II
  • HIPAA
  • SOC 2 Type II accredited

Social value

• 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

  • 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
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • 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
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • 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
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
• 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
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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 hello@voxaro.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.