GLOBAL 4 COMMUNICATIONS LIMITED

Global 4's Callswitch One VoIP Telephony Phone System

CallSwitch One is Global 4's industry leading unified
communications platform. Underpinned by a powerful VoIP telephony system, including a range of advanced call handling and management features, alongside chat, SMS, integrations and more.

All managed centrally through our secure administration dashboard, and deployed through proprietary mobile, desktop, and web applications.

Features

• Flexible endpoints, from deskphones to dedicated smartphone and desktop apps
• Keep existing phone numbers, or choose new local/non-geographic numbers
• Complete online admin portal for easy configuration, roles and permissions
• Call recording and monitoring for compliance, training and auditing purposes
• Real-time reporting, wallboard statistics. Call queuing, call screening and blocking
• Remote collaboration via conference bridges, voice and video calls
• Auto phone setup, phonebook management, click to dial CRM integration
• Extensive call logs, BLF presence indication and voicemail to email/transcription
• Fully customisable call routing, IVR menus, auto-attendants and call handling

Benefits

• Reduces costs substantially, enabling increased savings
• Fully scalable solution - Easily add numbers, extensions and users
• Instant set-up with no installation, wait times or maintenance fees
• Helps increase workforce productivity, agility and efficiency
• Enhances caller satisfaction through professional enterprise call features
• Empowers distributed workforces and easily facilitates remote and home working
• Competitive call costs, with better than landline HD call quality
• Reduces complexity via intuitive management and a robust, easy-to-master system
• Effortlessly create bespoke call routes to multiple devices or locations
• Knowledgeable experts on-hand for support and advice

£3.00 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 james.routledge@global4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

150429048068744

Contact

James Routledge
01403272910
james.routledge@global4.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No.
• System requirements:
  • Data Connectivity / Internet Access.
  • A VoIP compatible device eg. Deskphone, smart phone, or laptop/desktop.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Telcoswitch's Support opening times are between 7am and 10pm Monday to Friday UK time, with calls answered in an average of <60 seconds and under 2 hours estimate for ticket responses.; ; Global 4’s standard service levels operate between 08:30 and 17:30, Monday to Friday. For premium; services, the management of level 1 “emergency” faults operate outside of these core support hours, 24x7,; using a Duty Support Engineer process.
• 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: Our Network Operations Centre continually manage the platform 24/7 to monitor and prevent any service critical faults or issues.; ; Telcoswitch offers fully comprehensive online and over-the-phone support to all users, with an average response time of under 2 hours.; ; Each buyer will be assigned a technical account manager and have access to their personal contact information, such as support DDI and email address.; ; On-site support is available on request and at an extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your Callswitch One system. Online resources include detailed webinars, FAQs and Blog posts which help customers understand the ins and outs of our service. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
• Service documentation: No
• End-of-contract data extraction: The buyer can export detailed CSV files of User and Number configurations, as well as full call history and call recordings, subject to their plan.; ; All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
• End-of-contract process: At the end of the contract, the customer will be free to renew their subscription with the Callswitch One system or move to a new telephony provider. If the latter, then Global 4 will work with the customer to facilitate the move away, such as with outbound number transfers, and arranging access to any relevant data that is needed to set up with the gaining provider.; ; All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the Callswitch One Cloud before expiry utilising the built in tools and APIs of the Callswitch One product. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Detailed customisation of user account is possible through the online Dashboard.; ; Mobile and Desktop applications support dialling and presence features.; ; Online Dashboard is also optimised for Mobile and Tablet use.; ; Mobile accessibility via a download free app; iOS and Android only. The application looks and works in the same way for the mobile device as the desktop service.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: There is an online-accessible Dashboard which allows users to fully customise their phone system. This includes adding and removing users, configuring numbers and routing, as well as viewing detailed call statistics and managing voicemails.; ; Accounts can be fully self-managed from this interface, with no support-led assistance necessary.
• Accessibility standards: None or don’t know
• Description of accessibility: Callswitch One is accessible by a wide range of devices, and users are able to manage call flows, user and number preferences and configurations, call statistics and recordings all from the service interface.; ; The Dashboard is widely accessible due to appropriate font sizes, image placement, use of colour and captions to ensure all visitors can successfully and intuitively navigate the website.
• Accessibility testing: We have tested the site with screen reader technology.
• API: Yes
• What users can and can't do using the API: Users can integrate with our in-house API by signing up through the website and creating an API account.; ; Simple setup requires whitelisting of IP addresses, and creation of your API account password. We also provide fully functional sandbox accounts to test in a safe and cost-free environment. Once configured, users can utilise development tools to seamlessly integrate with their account.; ; They'll then be able to make full use of the service with the API, from creating and editing users, numbers and call routes, to downloading call recordings and click-to-dial functionality.; ; The Callswitch One website is powered by our own API, which means that anything you can do on your Dashboard can be done through the API.; ; You can view our complete documentation here: https://www.callswitchone.com/api-docs/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Administrators with sufficient access can customise:; User Nicknames and Extensions,; Inbound Call Routes - full customisation of ring times, audio and sequences,; Call Queue Groups and Notices,; Wallboards Layouts and Statistics,; Numbers,; Audio Greetings and Hold Music,; Mailboxes,; Call Recording Per User,; Mobile and Desktop integration,; Call screening/ filtering/ restrictions.

Scaling

• Independence of resources: CallSwitch One is hosted in Google Cloud, benefitting from global availability, unlimited scalability, industry-leading resilience, and unrivalled DDoS prevention from a pioneering zero trust security model that serves more customers than any other cloud provider. This means CallSwitch One servers can be brought online and offline automatically in response to demand, maximising both performance and network environmental efficiency. If the demand increases then additional capacity can be added seamlessly, with no disruption to the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Inbound Call Stats (available online, and via CSV reports):; - Calls Answered; - Calls Missed; - Call Duration; - Maximum Wait Time; - Maximum Call Time; - Callers in Queue; - Calls Abandoned; - Active Calls; ; Outbound Call Stats (available online, and via CSV reports):; - Total Calls, with time period comparisons; - Answered Calls; - Call Duration; - Avg Duration; - Unanswered Calls
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Telcoswitch

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data from the site at any time, live, from the website.
• 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: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Callswitch One does not offer a formal SLA with it's plans, however does boast 99.9% uptime since it's creation. An SLA can be discussed upon request.
• Approach to resilience: The system is load-balanced and distributed across multiple data centres around the world, ensuring intra-redundancy and actively mitigating any risk of platform-wide failure. Callswitch One's infrastructure will dynamically failover to working data centres, ensuring that calls are never missed.; ; In the case of end-user network failure, numbers can be forwarded to mobile and landline numbers off-platform.; ; Further information on the resiliency of our platform is available on request.
• Outage reporting: Via a public Dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted to those with the relevant permissions. Roles can be created and assigned by the Account Holder and any other user with necessary permissions.
• 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 contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISO Assured
• ISO/IEC 27001 accreditation date: 03/07/2020
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 22301 (Business Continuity)

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: We comply with ISO 27001 standards, as well as the policies specified by Cyber Essentials when dealing with internal and external matters.; ; All creations and amendments are communicated to the workforce to ensure total and comprehensive knowledge of our policies and procedures.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes to core platform elements are tracked in source control, and as we built the platform in-house we have a complete history of all changes and accountability.; ; All changes are peer-reviewed and only certain users can make service-critical updates.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our Network Operations Centre (NOC) monitor the platform 24/7, 365 days a year to assess and reinforce our infrastructure about any potential system vulnerabilities.; ; Patches would be deployed immediately upon realisation of system-critical threats, and the service would be resumed as soon as possible. Patches are routinely installed to improve the platform.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We proactively monitor and filter network traffic, anything suspicious is automatically reported to the NOC team for further investigation. This includes compromises of end-user equipment.; ; Responses would be immediate, secure and effective, in an effort to resume service as soon as possible. For an end user, their account would be isolated and the customer would be contacted.
• Incident management type: Supplier-defined controls
• Incident management approach: End users can report incidents to our Support team via phone or email, or through our online status report system, where they are managed and resolved as soon as possible.; ; All platform issues are displayed immediately from our online status page, which would detail the nature of the issue, estimated resume time, and time of resolution.; ; Service issues have multiple reporting levels, including online monitoring, messaging and documentation.; ; Incident reports for specific events can be made available on request by customer support.

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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Global 4 operates a paperless office and supports flexible working to minimise travel, which impacts the environment. Where possible, meetings are held virtually using either 8x8's video conferencing system or Microsoft Teams, which Global 4 have an integration into using 8x8. There are recycling bins across the office and this is actively encouraged across the business. Global 4 has recently renewed its company fleet with vehicles offering a lower CO2 emissions value than the previous mark.

  Covid-19 recovery

  Global 4 operated a strict working from home policy during the pandemic, whilst maintaining an operational workforce with minimal use of the furlough scheme. Coming back into the office, Global 4 implemented a one-way system across the office with social distancing, antibacterial gels and dispensers, face masks were obligatory and a camera over the entry to the building alerted if someone wasn't wearing a mask or had a high temperature. We also took measures to ensure staff tested twice per week and submitted their results on our HR platform, isolating and working from home (assuming well enough) in the event of a positive result. Global 4 also supported Clients with free periods of rental during the difficult times. Thanks to its success, Global 4 has been growing and offering employment to support the increase in its workforce, and actively enrols its staff on apprenticeship courses to nurture their growth.

  Tackling economic inequality

  Global 4 actively and regularly interrogates its supply chain to position itself to deliver the best products in the marketplace at the keenest commercials, represented by its accolade of Platinum Partner of 8x8, one of three in the country. We have created employment through the growth of the workforce and success of the business, actively enrolling staff onto apprenticeships to nurture their growth.

  Equal opportunity

  Global 4 are an equal opportunities employer, who employ staff across multiple ethnicities and without any judgment.

  Wellbeing

  Global 4 subscribe to BUPA's mental health service and actively encourage its staff to use the service at no cost. All management will perform a monthly one-to-one with their respective team members and the dedicated HR team have weekly check ups with new starters whilst they are getting settled into the organisation.

Pricing

• Price: £3.00 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 14 Days of access to all features on the Callswitch One platform.; 5 minutes of outbound calling each day to standard UK and US landlines and mobiles.; If the customer wishes to trial international calling they can add calling credit to their account to do so.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 james.routledge@global4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.