VOIXTEL

Voixtel Cloud Telephony Software and Services

We are an experienced cloud telecoms provide offering bespoke solutions tailored to meet your needs. We offer virtual telephone numbers that are not tied to physical hardware with intelligent functionality which enables callers to contact organisations in the most efficient way, providing targeted solutions for niche applications.

Features

• Intelligent Call diversion
• Call hunting and blasting
• Conference calls
• Auto attendant (Interactive Voice Response)
• Call recording
• Call blocking
• Diary re-routing (automated call diversion)
• Privacy phone pairing
• Call queuing
• Accessible via the Long Arm platform

Benefits

• Auditable
• Evidential
• User Friendly
• Continuous Development
• Law Enforcement / Government Agencies friendly
• Remote Working
• Secure
• Compliant
• Integrated Access
• Misattributable

£10 a licence a month

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

Framework

G-Cloud 14

Service ID

181927541507407

Contact

Sam McAteer
03303210999
sam.mcateer@voixtel.com

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: Long Arm
• Cloud deployment model: Private cloud
• Service constraints: N/a
• System requirements:
  • Windows, MacOS, Android or IOS Operating System
  • Internet Connection advised but not required
  • Anti-Virus
  • Supported Web Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are determined by the severity of the incident and graded by the Support Team. See the service definition document for further information.
• User can manage status and priority of support tickets: No
• 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: Support is fully inclusive within the contract. Each customer is provided a dedicated technical Account Manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Customer will work with our Technical Team to understand the use case to design a concept of how the service will be used. User training will be provided where applicable.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: User's are able to extract their data at any time through the system portal provided.
• End-of-contract process: The Exit Plan for the end of the Contract is:; (1) The access and use rights to the Service granted to the Buyer shall cease;; (2) The Buyer shall immediately pay the Supplier any sums due ; ; (3) Any data available on the Portal must be exported by the Buyer securely. ; (4) The Buyer will need to transfer any numbers they want to keep to another provider and provide the porting information to Voix Telecom Ltd to complete the porting process.; (5) The Buyer is responsible for notifying the end users if the Buyer no longer intends to support their number.

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Specifically designed mobile app. Some features are not available on mobile app such as Account Management features.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Website
• Accessibility standards: None or don’t know
• Description of accessibility: There are no known features of the website that users can not use
• Accessibility testing: We have addressed feedback from users to adapt features
• API: No
• Customisation available: Yes
• Description of customisation: All numbers can be configured to meet customer requirements.

Scaling

• Independence of resources: Calls are automatically load balanced across multiple handling servers with sufficient capacity to support significant load well in excess of peak times.

Analytics

• Service usage metrics: Yes
• Metrics types: Call Logs, SMS Logs
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: No
• Datacentre security standards: Managed by a third party
• 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 v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users extract data via the Portal.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats:
  • Microsoft Excel Open XML Spreadsheet
  • Audio Files
  • Images JPEG and PNG

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The guaranteed level of availability is 99.5% this does not include planned maintenance windows which may be required from time to time. Voix Telecom Ltd are not liable to the outages of third party network operators/providers.
• Approach to resilience: The Voixtel network is a highly resilient infrastructure, although not publicly available further information can be obtained directly by contacting support@voixtel.com
• Outage reporting: Email alerts are generated to report any Voixtel outages or known issues of third party providers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Each support personnel has their own unique login with the required roles assigned, and all access is logged.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 22/09/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: All areas of our platform and management networks are covered
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cloud Security Alliance CCSK
  • CESG CCP
  • PASF

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: We maintain the following policies: GDPR/Data Protection, Patching, Incident Management, Business Continuity, Information Security and AUP, Risk assessment and Change Management, Cloud Security Principles. Each of our policies and procedures follow the criteria set out in CSA CCM or equivalent standards

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Changes are documented and risk assessed. Changes under a specific risk value are permitted and scheduled in, changes with higher elements of risk are reviewed by the Change Advisory Board and approved or sent away for further investigation.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: A strict patching policy of 24 hours for critical security updates and a maximum of 1 week for information and functional updates is adhered to. Weekly change logs of the environment from internal and external systems are taken to spot any issues and changes. Several feeds are used for update notification, including a nightly inventory of all software and firmware using a 3rd party tool which takes update feeds from the manufacturers, and security feeds from NCSC and the security/software providers are used.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: A reactive system of monitoring is used, including agents on each device capturing all relevant logs and feeding into a SIEM platform. The system creates tickets and assigns to support staff for actioning, and reactive measures modify security systems based on feeds from Threat Exchange systems in real time. Host based intrusion detection is present, as well as file/registry changes, and anything deemed a risk or unexpected creates a job in real time for the SOC Team to action, resolve and close.
• 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: All users can report incidents via phone/email or on the online community. A full incident response plan following the CISR guidance from Crest, and is available on request.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  We are dedicated to combating climate change through various initiatives: Reducing Carbon Footprint: We prioritise energy efficiency by optimising data centres, adopting energy-efficient technologies, and implementing smart building management systems to minimise energy consumption. Waste Disposal and Reduction: We operate as a paperless office, segregate waste for proper disposal and recycling, and adhere to regulations for electrical waste disposal. Green IT Practices: Our technology development focuses on energy-efficient software, cloud-based services, and virtualisation to maximise resource utilisation. Reuse and Recycling: We responsibly dispose of IT equipment and office waste, often donating discarded furniture and equipment to local charities. Sustainable Procurement: We promote ethical procurement, purchase recycled products, and collaborate with suppliers who adhere to sustainable principles. Remote Working and Travel Reduction: Our Remote First Strategy minimises travel needs, enabling staff to work from home, utilising public transport, car sharing, and offering a Cycle to Work Scheme. Sustainable Training Solutions: We conduct virtual training sessions for courses where classroom-based activities are not essential to reduce the need for participants to travel and can offer training at a customer’s site to minimise travel and reduce carbon emissions.

  Covid-19 recovery

  Our company is dedicated to aiding organisations in recovering from Covid-19 impacts through community empowerment, local procurement, supply chain collaboration, charitable partnerships, volunteering, and education and training support. We create employment, training, and educational opportunities for local residents, procure goods locally, collaborate with supply chain partners, support charitable partnerships, encourage volunteering, and offer education and training support.

  Tackling economic inequality

  We are dedicated to addressing economic inequality, employs a multifaceted approach aligned with government priorities and our Social Value Policy, supported by our Sustainability Strategy. We target social exclusion by providing employment, education, and training opportunities for underrepresented groups, ensuring equal opportunities for all through our Equal Opportunities Policy and flexible working arrangements. Economic empowerment is achieved through local procurement, creating jobs in sectors like secure technology, and fostering partnerships with charities to benefit local communities. We promote environmental sustainability by reducing carbon emissions through remote work and public transport options. Efficient resource management and recycling practices contribute to sustainability, supported by our Sustainability Working Group. Aligned with government initiatives, our strategies focus on creating businesses, jobs, and skills while addressing climate change and promoting supplier diversity. The leadership of our Sustainability Working Group emphasises our commitment to socially responsible business practices, thereby contributing to the overarching objective of addressing economic inequality.

  Equal opportunity

  We are deeply committed to advancing equality within our organisation and the broader community. Our Equal Opportunities Policy ensures fair treatment for all employees and potential recruits, regardless of various factors. We actively recruit and support disabled individuals, holding "Positive About Disabled People" employer status and being a member of "The Disability Confident Scheme". We cultivate a discrimination-free environment, empowering employees personally and professionally. We comply with UK legal requirements and social responsibility commitments by addressing social exclusion, developing local talent, providing ongoing training, offering flexible work arrangements, promoting employee well-being, and supporting veterans. Through these efforts, we not only fulfil legal obligations but also contribute to a fairer society and foster a workplace culture of inclusivity and diversity.

  Wellbeing

  We prioritise employee wellbeing through proactive and inclusive measures, fostering a supportive environment. Initiatives include:; Employee Assistance Programme for confidential counselling; Mental Health Support with trained first aiders and additional resources; Promotion of Healthy Lifestyles such as the cycle to work scheme; Flexible Working Model supporting work-life balance; Investment in Training and Education for skill development; Workplace Ergonomics for comfort and safety; Health and Safety Initiatives ensuring a safe environment; Employee Recognition through a reward programme; Community Engagement and Volunteering Opportunities; Employee Social Events for relationship-building and relaxation.

Pricing

• Price: £10 a licence a month
• Discount for educational organisations: No
• Free trial available: No

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