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
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
- 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