Aspen Solutions

GAMMA Horizon Cloud Telephony (VOIP) Solution

Gamma's Horizon Collaborate is a hosted UCaaS Platform providing features such as; voice/video conferencing, IM, presence, desktop and file sharing, integration with CRMs and IP telephony (VoIP). Operated through handsets, mobile or desktop apps. Web/App interfaces allow realtime access and changes to the many features available on a user basis.

Features

  • Audio/Video Conferencing adhoc from any device
  • One number follows you everywhere on any device
  • Works on any device; desktop, Mobile or handset
  • Call Recording: all calls or on demand, stored on-line
  • Call Centre Module - increased functionality for supervisor/agents
  • Integrated Presence and Chat
  • Hot Desk: use any Horizon handset as your extension
  • Desktop/File sharing capability
  • Scheduling: Automatically route calls dependent on time of day
  • Hunt groups: distribute calls simultaneously, weighted, as a ring

Benefits

  • Promotes the Public Sector
  • More accessible with one number ringing devices simultaneously
  • IM - online chat prompts a quicker response than email
  • Record important call information and improve training
  • More professional approach to high volume customer calls centres
  • Provide a stronger collaborative experience for remotely-based employees
  • Promote flexible working, seamlessly move between sites
  • Provide Local or National presence regardless of locations
  • Better serve your citizens through your busy periods
  • Increase productivity as hunt groups find available agents quickly

Pricing

£0.50 to £27.50 a unit

  • Education pricing available

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

Framework

G-Cloud 13

Service ID

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

Contact

Aspen Solutions Paul Harkins
Telephone: 01236 786111
Email: tenders@aspensolutions.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
- Our system is unable to make emergency calls during a service outage i.e. where the customers system falls over to a power or connectivity outage.
- Horizon does not support the following:
ISDN Data calls.
Door Entry Options.
Presentation of multiple CLIs per site per user.
IP handsets that have not been supplied to us.
We do not support some fax and franking machines with an ATA.
Analogue phones and devices, although we do supply ATAs.
The standard call recording is not PCI compliant.
System requirements
  • A Horizon compatible data network
  • Appropriately sized data access

User support

Email or online ticketing support
Email or online ticketing
Support response times
30 minutes
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
We are reviewing our web chat to be more inclusive fo all users.
Web chat accessibility testing
We are reviewing our web chat to be more inclusive fo all users.
Onsite support
Onsite support
Support levels
Our cloud engineer will remotely access client environments to solve and telephony issues | Support can be tailored to include remote, onsite and out of hours | Gamma Telephony services are available 24 X 7 | 99.9% Availability
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Help documentation is available online through the solution. Onsite training is offeres as an otpion for the service as required.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Any data required at the end of the contract can be downloaded and saved either by the customer or by us before the service is removed and deleted.
End-of-contract process
If the customer wants to retain the numbers they will need to be ported onto a new platform. Once the contract date is agreeed we will organise to save any data needed and 24hrs following that date we will end the services and erase all of the data.

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
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile app is accessed through purchasing the bolt on app - this can then be downloaded from the relevant market place. The mobile soft client provides all the same functionality as the desktop soft client, with the exception of Click to Call and Group Chat.
Service interface
No
User support accessibility
WCAG 2.1 AAA
API
No
Customisation available
Yes
Description of customisation
There are many options to customise the features and functions on Horizon. The full list is included in the service definition. At a system wide levele administrators can make system wide configuration changes and users can customise their telephony end point allowing them to work as efficiently as possible.

Scaling

Independence of resources
As the number of users increases the service provider increases the resources available to ensure a good service is available at all times.

Analytics

Service usage metrics
Yes
Metrics types
The Horizon platfrom provides detailed call stats that can be used to inform business decisions. Reports such as nbut mot limited to: Call Reporting on a number basis / How many call are getting through / where the calls are coming from / call trends on busy times.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Can be exported in CSV/ODF
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Core Telephony runs at an SLA of 99.95% Across the Calendar Month. A service credit for the customers on premium subscription rental of 10% of the monthly rental is available should the SAL not be met.
Approach to resilience
We use multiple data centres providing resilence for the core solution.
Outage reporting
We report the current health of the services via a public webpage. Major outages will reported to the customer via email.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Customer administrators can set permissions for other users to give them access to certain areas of the portal. Customer administrators cannot any deeper underlying connectivity or SIP Settings.
Access restriction testing frequency
At least every 6 months
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
Between 6 months and 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
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Managed in line with Cyber Essentials and Cyber Essentials Plus
Information security policies and processes
Cyber Essentials and Cyber Essentials Plus

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change Request Received / Request Validated including Security Checks / Review and plan change / Complete Change / Report back on Progress / Review and then close change.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We perform regular IT Healthchecks that ensure we are addressing vulnerability issues. Our process would be 1. Plan 2. Scan 3. Address any issue found 4. Rescan
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Managed by a third party
Incident management type
Supplier-defined controls
Incident management approach
Our service desk manages incidents and escalations unil the issue is resolved.

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
Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

We are committed to the environment after successfully working at COP26. We are invested in the circular economy and look to refurb and reuse print and IT hardware to avoid it going to land fill. Our offices have been retrofitted with LED lights and we have invested in showers and bicycle storage to encourage staff to cycle to work.
Covid-19 recovery

Covid-19 recovery

We acknowledge the impact COVID has had on our staff and local economy - we are looking to support staff by providing one 2 one counselling and flexibility around their working patterns. We are invested in the local community and are committed to spending the money saved on office space on entertainment for the staff in our locale.
Tackling economic inequality

Tackling economic inequality

We hope to continue to grow our business to enable us to support apprenticeship employment over the next 5 years – we already have two apprentices who were recruited using the government Kickstart scheme. Seeing these new starts gaining meaningful work and IT qualifications is a great achievement for our business.
Wellbeing

Wellbeing

We have committed to flexible working arrangement with staff that allows them to work wherever they want – the only prerequisite being that they must be physically with their team 25% of the month. To support the mental wellbeing of staff we have arranged free counselling sessions.

Pricing

Price
£0.50 to £27.50 a unit
Discount for educational organisations
Yes
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@aspensolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.