Redcentric Solutions Limited

Call Recording

A hosted call recording service for use with Redcentric’s VOIP and Call2Teams telephony services.
Partnering with Dubber, the solution is built on a managed software platform hosted in Amazon Web Services (AWS) .
Removing the need for site based call recording equipment, storage for call data and upfront capital expenditure.

Features

  • Recording of inbound and outbound calls
  • Secure/encrypted storage of recorded calls
  • Search, retrieve, tag, playback, share, download and delete recorded calls
  • Full API access that can be utilised by Customers

Benefits

  • Recording calls assists in delivering employee training
  • Quality monitoring - review the quality of service being provided
  • Regulatory compliance -calls are recorded, stored and quickly retrieved
  • Fact verification and risk mitigation
  • Personal Assistant-individuals can retain and retrieve their own calls

Pricing

£10.00 a user a month

Service documents

Request an accessible format
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Framework

G-Cloud 13

Service ID

1 6 2 7 5 8 5 6 7 8 3 0 0 9 0

Contact

Redcentric Solutions Limited Steph Heseltine
Telephone: +441423850000
Email: tenders@redcentricplc.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Call Recording can be deployed as an overlay service on top of existing Redcentric IPT service.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Redcentric is committed to continually improving and expanding its core network and data centre capabilities, thus striving to provide the highest levels of service to its customers. In order to facilitate these improvements, it is necessary to carry out essential work from time to time. These activities are carefully scheduled through the use of an internal change control process which is designed to present maximum visibility of that change and thereby ensure that planning and implementation are carried out to minimize the effect on customers and their network services.
System requirements
Customer has existing Redcentric IPT service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Redcentric staff support the platform, the administration portal and provide system wide support to the Customer’s help desk staff. Redcentric does not offer support to individual end users. We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
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
Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal. Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible. Redcentric has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Redcentric’s on-boarding comprises of a project managed, five phase technical and business consultative process.
• Phase 1 – Redcentric presales to work with the customer to clearly capture & document recording requirement(s).
• Phase 2 – Redcentric provision all users with call recording service.
• Phase 3 – Redcentric perform standard calling scenario’s to demonstrate calls being recorded.
• Phase 4 – Redcentric provide customer training – ensuring customer can access, retrieve, tag, share, download and delete** recordings
• Phase 5 – Customer sign off.
Note: ** Only user(s) with appropriate privileges can delete recordings.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Call recording data will be held and made available to customers for a period of 30 days post contract cessation. Customers will have the ability to extract all recordings via Application Programming Interface (API), Redcentric can also provide a data extraction service as a chargeable option.
End-of-contract process
Upon expiration or termination of the call recording contract, the following steps are followed as part of the decommissioning process:
• Phase 1 - Contractual
Expiration of the service contract or the Customer decides not to renew. This may also include early termination by the Customer, subject to payment of early termination fees.
• Phase 2 - Service Decommission
Cessation of the Call Recording Service and any associated optional features, plus the removal of user accounts from the core platform(s).
• Phase 3 – Recording Removal
• Recorded data will be made available to Customers for a period of 30 days post contract cessation. Customers will have the ability to extract all recordings via Application Programming Interface (API). Redcentric can provide a data extract, but reserve the right to charge for the service.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile application is available on both iOS and Android, enabling users to directly record from their mobile device, allowing playback and application of certain features to permitted recordings. Alternatively, the desktop application is accessible via the web-based portal which contains all the mobile application functionality (except for the direct record from device feature) and enhances it by giving access to further controls found in the management console such as API configuration and manual user administration etc.Note: The level of recording access is determined by the users assigned role & privileges.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
This is a SaaS based service, the interface can be accessed by certain user roles via the management console within the Dubber web-based portal.
The portal contains an embedded media player allowing users to play recordings back and manage other elements and functions associated with the recording. The media played is built in to the user interface so no additional components are required to play back calls.
User access is controlled via RBAC, with core roles being:
Admin – Record, Listen, Download & Delete
Listeners – Can listen/contribute in team environment
Contributors - can have calls recorded and listen only.
Accessibility standards
None or don’t know
Description of accessibility
Our online services are written in open source code and are accessible from most major hardware and software accessibility devices.
Accessibility testing
CAll recording integrates with many different platforms (MS Teams, Zoom, Webex, RingCentral, etc.) that conduct testing with assistive technology.
API
Yes
What users can and can't do using the API
Customer provision:
This service has been designed and built to support restful APIs. Redcentric utilise the APIs to provision, manage and integrate into 3rd party applications**
Note: Integration to 3rd party applications are built in conjunction with a customer and their documented requirements.

Typical integration include integration of CR/AI data into Microsoft Power BI, Google Analytics.

The service is fully managed and configured by Redcentric as part of the service offering.

Changes to the call recording service are managed by Redcentric as part of the managed service.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
This solution is a 100% cloud based recording solution. Using the latest elastic cloud based solutions the Call Recording service is designed to automatically scale as required depending upon demand.

Analytics

Service usage metrics
Yes
Metrics types
Inbound/Outbound call recording
Reporting types
  • 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
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Redcentric does not capture, inspect, analyse, store or share the Customer’s traffic/data. Redcentric’s sub-processor, Gemalto (see section 5.4) below) holds certain traffic/data. Redcentric does not have access to any raw data which is stored by customers. In all cases, Redcentric recommend that data at rest be encrypted using full disk encryption configured using a minimum of AES256. In the event that Redcentric personal have either direct to indirect access to data, only SC cleared members are staff utilised.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 call recording data through the standard tools or API. Data export will be restricted to users with appropriate levels of access.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
Standard inbound traffic protocols are used.
Data protection within supplier network
Other
Other protection within supplier network
Data is transited only

Availability and resilience

Guaranteed availability
The service levels applicable to the call recording service are as follows:
Service Level: Measurement Period: Month
Measured element Service Level
Availability (Core System) Not less than 99.99%

“Core System” is defined as the Dubber Call Recording platform’s ability to record and store calls. It does not include the management and provisioning interface (also incorporating access to stored calls).

Floor Service Level
The Floor Service Level applicable to the call recording service in respect of availability of the core system is 85.0% in any given month.

Service Credits
The Service Credits applicable to the call recording service shall be calculated as follows:
Service Credit = C x S
MS

Where: S = the number of seconds by which Redcentric fails to meet the service level for availability in the relevant month (subject to the provisions of paragraph 4.2 above)

C = total Charges payable in respect of the Unity Call Recording Service for the same Month

MS = total number of seconds in the same Month
Approach to resilience
The call recording service is built on a managed software based platform hosted in Amazon Web Services (AWS) and integrated into Redcentric’s hosted IP telephony solution.

This replaces the need for any customer site based call recording equipment and removes the need to store call data on site.
Redcentric’s Unity voice and call recording service has been engineered to be fully resilient with all core components being deployed in a geographically distributed, highly available configuration.
Interconnects between Redcentric’s data centres and the Dubber/AWS cloud have been engineered in a geographically resilient configuration with both Direct Connects and secure IP VPN connections carrying the call recording media into the Dubber cloud.
Call recording in partnership with Dubber is a 100% cloud based recording solution. No on premise hardware is required to carry out recording.

We have multiple data centres, which are highly available and geographically resilient, with diverse feeds and multiple tier 1 interconnects. Our datacentres have the full redundancies built in around power and cooling and full details can be found within the service definition, detailing all equipment, N+1 set up, power feeds, generators, UPS, switch gear and chilling system.
Outage reporting
In the event there is a major incident/outage impacting the call recording service both email and SMS communicatuions will be sent to all impacted customers.
Internal communications email and SMS will also be sent within the business for awareness.
Finally, Redcentrics service status page will be updated - https://www.redcentricplc.com/customer-support/service-status/

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions. This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS. All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls. Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
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
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
British Standards Institute
ISO/IEC 27001 accreditation date
20/08/2020
What the ISO/IEC 27001 doesn’t cover
Hosting in external 3rd parties needs to be brought into scope on a per basis. This is a chargeable extra.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Gemserv Ltd
PCI DSS accreditation date
02/06/2022
What the PCI DSS doesn’t cover
Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Authorised to process HM Government data marked 'Official-Sensitive'
  • HSCN CN-SP Network provider
  • Certified ISO9001: 2015 - Quality Management Standard
  • Certified ISO22301: 2012 - Business Continuity Standard
  • Authorised to process and store Person Identifiable Data (PID)
  • Certified ISO14001: 2014 - Environmental Management Standard
  • Certified ISO20000-1: 2011 - IT Service Management Standard
  • PSN accredited for the provision of Infrastructure as a Service
  • Information Governance Statement of Compliance (IGSoC)
  • Data Security and Protection Toolkit Compliant

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 a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments. Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments. It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live. Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the healthcare network, the public internet and other corporate or partner networks or customer hosting domains. Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services (such as SIEM). Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
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
Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected. Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.

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
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

In recent times ESG has become an important subject for consideration by the boards of companies across the globe and there is increasing demand for transparency and accountability in this area. The UK government has committed to a Net Zero Strategy, with a target to achieve nationwide Net Zero by 2050 and plans to introduce mandatory Sustainability Disclosures Requirements in line with the Taskforce for Climate-related Financial Disclosures framework.

Redcentric is fully supportive of this approach, and it is in the process of developing its reporting capabilities in this area. We are committed to developing an ESG strategy that aligns with UN Sustainable Development Goals, to updating our ESG scoring, keeping abreast of the regulatory environment, conducting materiality assessments, publishing our strategy and updating our website with key corporate policies. We are also committed to developing a long-term strategy to achieve Net Zero. Currently Redcentric’s power requirements are met 100% by green energy sources.

We are looking to engage with a consultancy firm who will help us to develop a net zero strategy and with some of our ESG reporting requirements that sit under the Environmental pillar. The Board of directors of the Company (the “Board”) is cognisant of the growing importance of ESG and is currently developing a comprehensive corporate ESG strategy with targets to drive further accountability across the business. A full ESG plan will be published at the time of the Company’s preliminary results announcement.
We have maintained our ISO 14001:2015 certification for three years.
Redcentric is a company listed on AIM (Alternative Investment Market), we are required to publish our carbon emissions in our annual reports which are published on the Redcentric website.
Our Environmental Management System (EMS) was introduced 2018. It is a documented system which is reviewed regularly.
Covid-19 recovery

Covid-19 recovery

As a key partner to the NHS and working with our healthcare customers, we delivered solutions that enabled business continuity during the pandemic through the provision of secure remote access solutions, national infrastructure, and collaboration services. Redcentric is also proud to have played an active role in supporting the NHS throughout the pandemic, providing services which have provided vital connectivity for new Nightingale hospitals and vaccination hubs.

As we move forward from the pandemic, we continue to support our NHS, wider public sector organisations and commercial customers as they move to the new way of working. Providing hosting for critical national infrastructure and solutions that deliver secure access regardless of location and collaboration tools supporting disparate teams.

The covid-19 pandemic and the resulting impact had a material influence over the trading environment in which we have operated. Initially we dealt with a surge in demand at the outbreak of the pandemic however we also dealt with a reduction in large scale IT projects as people waited for market and wider environment to stabilise.

At Redcentric we continued to operate following our business continuity plan with all staff having the ability to work remotely and only those with roles that dictated it on site, the business did not need to furlough at any point.

We have seen encouraging signs of increased customer interactions again and the larger IT projects and paused tenders all now back in progress. Supply issues are being closely monitored by working closely with our supply chain and working with multiple suppliers and partners.

Given the tricky headwinds created by covid the performance of the business over the covid period and as we move out of it has been excellent. When compared to the equivalent period pre-covid revenue is up 3.9% and with zero debt.
Tackling economic inequality

Tackling economic inequality

N/A
Equal opportunity

Equal opportunity

Equality and diversity
Redcentric actively supports the principle of equal opportunities in employment and is committed to ensuring that individuals are treated fairly, with respect and are valued. Redcentric opposes all forms of unlawful or unfair discrimination on the grounds of colour, race, religion or belief, nationality, ethnic or national origin, sex, gender reassignment, sexual orientation, marital or civil partner status, age, or disability (the "Protected Characteristics"). It is important to Redcentric that no one receives less favourable treatment or be disadvantaged on any of the above grounds. Every possible step will be taken to ensure that individuals are treated equally and fairly and that decisions on recruitment and selection and opportunities for training and promotion are based solely on objective and job-related criteria.
Gender Pay Gap Report
Our gender pay report at the snapshot date of 5th April 2021 showed that the overall difference between men and women’s earnings at Redcentric was 21% (mean) or 18% (median), based on hourly rates of pay at the snapshot date of 5th April. Like most organisations in our industry, the primary reason for our gender pay gap is an imbalance of male and female colleagues at different levels across the organisation. We are confident as we make progress towards achieving greater gender balance across all roles within Redcentric.
Learning and Development
We have a strong ethos of upskilling and supporting the development of our colleagues.
• Apprenticeship programmes - gain qualifications in networks, data storage, computing and electro-technical systems
• Work Experience Programme ‘Redcentric Set Go’ – allowing local students to gain experience within the workplace to enhance their skills and CV
• Learning Management System (Talent LMS) which allows employees to gain access to multiple training modules to enhance their development
Wellbeing

Wellbeing

At Redcentric, the wellbeing of our colleagues is incredibly important to us. Over the last 12 months we have introduced a whole host of wellbeing initiatives aimed at improving our colleagues mental and physical health.
Hybrid working model has allowed our colleagues more flexibility and encouraged them to gain work: life balance.
Our Wellbeing Channel hosts resources that support mental and physical health including webinars, mental health resources for children and recordings of our yoga and mindfulness sessions.
The Met Life Wellbeing Hub is available to all employees, providing a range of wellbeing support and access to services including therapy, counselling, legal and financial management information.
Linking in with our CSR strategy, we have created a Wellbeing calendar that highlights awareness weeks throughout the year, such as Men’s Health Week, Stress Awareness Week and World Mental Health Day. This is accessible on our Wellbeing Teams channel.
The Board leads by example with respect to promoting a healthy corporate culture and ensuring that ethical values and behaviours are embedded in the business. The processes in place for decision making which are documented in its committee terms of reference, the Company’s share dealing code and the requirement for regular disclosure of interests are all examples of processes which require high standards of behaviour from the Board.
Employment policies adopted by the Company, such as its whistleblowing and anti-bribery policies assist in embedding a culture of ethical behaviour and the values set out in its corporate social responsibility statement.
We’ve trained over 20 Mental Health First Aiders across the business with the aim of having at least one in every team and generate continuous engagement through planned initiatives. Our ‘Let’s Talk Service’ is a designated time in the diary each week for Mental Health First Aiders to keep free.

Pricing

Price
£10.00 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.