VODAFONE LIMITED

VBUC (Vodafone Business Unified Communications)

Vodafone Business UC is a cloud-based communications platform for voice, video meetings, messaging, video and team collaboration, which helps business to adapt to the new ways of working and reduce maintenance costs for on premise equipment. Vodafone Business has partnered with RingCentral who is a global leader in cloud telephony.

Features

• Unified Communications (UCaaS) accessible via single app for mobile/desktop
• Cloud PBX Feature rich PBX functionality for in/outbound calling
• Collaboration: Video Meetings, remote-desktop, screenshare, whiteboard
• Instant Messaging: Chat (internal/external), integrated file sharing, task management
• Advanced features: Voicemail, IVR, Auto-Receptionist, Hot-Desking, Call queues/transfer
• Automated Call Recording with configurable retention periods
• Integrations: Microsoft Teams, Google, Office 365, Salesforce, Skype and more
• Open APIs: Salesforce, Google, Microsoft, plus other CRM applications
• QoS: QoS reports, device status reports, alerts, real-time call reporting
• Advanced Analytics: Proactively monitor performance with customizable, real-time dashboards

Benefits

• UCaaS: Creates an agile workforce and flexible working environment
• Collaborate with ease. Improved productivity with advanced communication tools
• A consistent user experience across devices. Seamlessly move between devices
• Video Meetings for 200 participants. Virtual events with RingCentral Webinar
• 1:1 Instant Messaging Team Messaging with internal/external contacts
• World-class security. ISO27001, ISO27017, ISO27018, Cyber Essentials Plus
• Fully redundant, globally distributed architecture, 99.999% availability SLA
• Highly scalable cloud-based phone system to match organization growth
• Simplified IT Management and Administration using our centralised, web-based dashboard
• Significant cost savings through the consolidation of services

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

Framework

G-Cloud 15

Service ID

171719652234097

Contact

Frameworks Team
07775671027
frameworks_team@vodafone.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: No

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: VBUC is a standalone solution and it can interoperate with other Vodafone services such as RingCX from Vodafone Business. It also comes with out-of the-box-integrations such as Google, Office 365, Teams, SalesForce, Box, Zendesk and many others.
• Cloud deployment model: Public cloud
• Service constraints: VBUC is a pure cloud solution which can be run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
• System requirements:
  • Internet access
  • Windows 8.1 (32 and 64-bit) or later
  • Mac OS 10.13 (High Sierra) or later
  • Minimum Intel Skylake-class 6th Gen i3, i5, i7
  • AMD Excavator-class (2015) processor or newer
  • 8GB of RAM or more
  • RingCentral App Web minimum Chrome 83, Firefox 77, Safari 13
  • RingCentral App Web minimum Edge-Chromium 80, Edge 18
  • Operational Microsoft Office 365 Tenant

User support

• Email or online ticketing support: Yes
• Support response times: Support is provided 24/7/365. Tickets are categorised based on their impact and response times are dependent on assigned severity: P1 - 15 mins, P2 - 30 mins, P3 - 4 Hours, P4 - 1 day
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: DFD
• Onsite support: Yes, at extra cost
• Support levels: ITIL-based 24/7/365 support included as standard, with UK-based service teams. Tickets are categorised according to service impact (P1 - P4) as defined in standard service level agreement, please see terms and conditions. Service Management, enhanced levels of change & problem management and dedicated support services can be provided at extra cos
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Instructor-led training is provided by solution experts and is tailored to the solution specification delivered for each buyer. This can be onsite or online via webinar. Online help and user guides are available for each interface
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Buyers can extract data themselves using the VBUC interface. However, this can be a service provided by Vodafone at extra cost.
• End-of-contract process: Buyer CDRs, recordings and configuration is available to all the buyers users with appropriate logins to extract, as part of the contract. Extra charges may be incurred if the extraction is provided by Vodafone. Decommissioning of the buyer partition and removal/destruction of data is carried out as part of the contract upon termination.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Online through web browser, or via PDF documents which are provided during onboarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: VBUC is a cloud based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. At Vodafone we highly value user experience and our solution has been recognized as one of the most intuitive in the market by several analysts. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With VBUC your users do not need to learn and relearn how to use the solution.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. Vodafone provides an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. Vodafone is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more."
• API: Yes
• What users can and can't do using the API: VBUC provides an open API platform for businesses to build communications capabilities in the business applications and systems of their choice.; More information available on https://developer.ringcentral.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With VBUC, users can chose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice. As part of VBUC's no code/low code/full code approach, further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code.

Scaling

• Independence of resources: The VBUC platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution VBUC is highly scalable and provides service availability up to 99.999%..

Analytics

• Service usage metrics: Yes
• Metrics types: VBUC provides full call log and call recording details in the online management portal. We also provide live reporting at an additional cost, which provides full live reporting capabilities allowing for wallboards based on queue, group, team or individual reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Buyers can export all data within the reporting dashboard, either as ad-hoc, manual exports or regular exports via FTP or email. It can be used to extract multiple different areas of data, based on customisable criteria such as time periods. Recordings can also be imported / exported via .WAV file format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • WAV
  • API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • WAV
  • API

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)

Availability and resilience

• Guaranteed availability: VBUC has a core Platform SLA of 99.99%. Service Credits are available for failure to meet this.
• Approach to resilience: The VBUC architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows. In case of a local internet failure, all calls can fail over to mobile devices.
• Outage reporting: Vodafones network operations center (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms. Vodafone uses 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance):; -Informational (take note, no direct action results); -Warning (watch and take action as needed); -Critical (immediately fix and/or escalate); -Service Outage (immediately fix and escalate); -Disaster (immediately fix and escalate through a live conference call regardless of day or time).; ; VBUC customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users can set up multi-factor authentication in any RingCentral app or in the RingCentral Admin Portal.; ; - Google Authenticator; - Microsoft Authenticator; - Okta Verify
• Access restrictions in management interfaces and support channels: VBUC has complex password requirement to restrict access to its service. Upon entering wrong details a user's account will be locked. Within the VBUC administration portal, users can apply role based access control to ensure only designated users have access to certain functions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Users can set up multi-factor authentication in any RingCentral app or in the RingCentral Admin Portal.; ; - Google Authenticator; - Microsoft Authenticator; - Okta Verify

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27017; ISO 27018; ISO 22301; ISO 27001; GDPR; German BSI C5; HITRUST CSF Certified; HIPAA; SOC 2+ FINRA CSR
• Information security policies and processes: Security is a crucial component of the VBUC system. The security of the VBUC cloud services encompasses multiple layers and many components, from policies and methodologies to service architecture. Security capabilities and settings reside in the application and infrastructure layers, within the service delivery and operations processes, and the company’s security policies and governance practices. RingCentral is compliant with both SSAE16 SOC-1 Type II and SOC-2 Type II in addition to being PCI compliant. VBUC undergoes yearly security audits from third party organisations to ensure high levels of security for data at rest, and during transmission.
• Software Security Code of Practice: Yes

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: The Vodafone network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vodafone is continuously monitoring for threats to operational services with an infrastructure that incorporates Intrusion Detection Systems (IDS) and other defence in depth elements to monitor network activity for suspicious traffic and attacks. Threat intelligence is gathered from multiple sources, including CVE, and subject to the criticality, patches are deployed inline with Vodafone's policies.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Vodafone has standard documented procedures for incident management. User reports incidents to the Engineering Services team as part of the standard ticketing procedure. Incident reports are issued as per the agreed SLAs.
• Post-quantum cryptography secure: No

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)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Friday 16 August 2024
• What the ISO/IEC 27001 doesn’t cover: The Information Security Management System covers Vodafone UK mobile, Fixed and UCS Services and the Business Units that enable and support those Services. Locations are identified by the Services and Business Units that they support. All Annex A controls have been deemed applicable in accordance with the Design, Build and Run model & the Statement of Applicability Version 0.1.; ; The Data Centre locations are covered by the Vodafone Group ISO27001:2022 certificate.; ; issued by LRQA - 08/07/25.; Information Security Management System of Vodafone Group functions covering:The Provision, Maintenance and Operations for; Cyber Defence, Data Centres, Network, Infrastructure and Application services for Local Markets and Vodafone Business; Office IT; services, Shared Service Centres and relevant Business Processes.Vodafone Business services includes International Network; Connectivity, Unified Communications, Internet of Things, Cloud & Hosting and Customer Service Desks. This is in accordance with; Statement of Applicability version 19.; ; Therefore all elements of the proposed services are covered by these certifications.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Tuesday 15 September 2026
• What the ISO 9001 doesn’t cover: Vodafone UK certificate does not cover Vodafone Group, this is covered by a Vodafone Group ISO9001 certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group Security Services Ltd
• PCI DSS accreditation date: Monday 7 July 2025
• What the PCI DSS doesn’t cover: This does not cover UC, AWS or Azure. This are covered by separate certification.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E7b3eb7f-32e7-436f-9d63-b023df698463
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Af87bed1-45db-4396-b5a5-0703ffdc35ce
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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

  • 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.

    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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