Charterhouse Voice & Data

Fusion - Private Cloud Voice and Contact Centre powered by Mitel

The Private Cloud Voice and Contact Centre service is based on the Mitel Unify OpenScape portfolio and leading partner products to provide a robust and reliable integrated voice, contact centre and collaboration services with optional on-site survivability.

Features

• Enterprise Telephony, Contact Centre and Collaboration feature set.
• Comprehensive Operator services to manage incoming calls.
• One Number Service, with presence management, and web collaboration.
• Mobile client with support for IOS and Android clients.
• Microsoft Teams Direct Routing Service for ISO27001 (only).
• Contact centre supports voice, email, web-collaboration, call-back and social media.
• Multimedia skills-based routing with inbound/outbound call blending.
• Chatbots, workforce management, quality monitoring and call recording.
• Management reporting and statistics, including outbound campaign management.

Benefits

• Accelerates communications, processes and decision-making.
• Contact Centre enables first contact resolution across your organisation.
• Support automation to improve customer service and reduce costs.
• Enables access to corporate communications from any location or device.
• Includes management tools to drive efficiency and service target adherence.
• Service can flex up and down to meet business requirements.
• Rapid deployment compared to on-premise solutions.
• Evergreen service with defined subscription based charges.
• Dependable service delivering 99.99% availability with built-in security.
• Sustainable service delivering both reduced power consumption and equipment footprint.

£0.31 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

211336699326321

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: The customer’s network must be capable of supporting IP Telephony

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: First level support Priority 1 & 2 incidents = 24/7, within 0.5 hours; Priority 3 & 4 incidents = 0900-1700 Monday to Friday excluding Bank Holidays, within 2 hours
• 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: The service is provided with the following support levels with an availability of 99.99%. Your Account Manager will be available to address any questions you may have. ; The service provides the following priority levels:; ; Priority 1; Voice: Total loss of the Voice service; ; Priority 2; Voice: Loss of Voice service to Multiple Users; Contact Centre: Loss of Contact Centre Service e.g. Loss of IVR service, loss of management tools; Collaboration: Loss of mobile client service; ; Priority 3; Voice: Loss of a single user; Contact Centre: Loss of wallboards service; Collaboration: Loss of a single UC client; ; Priority 4; Non-functional error; ; The service is supported by your Account Manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The Customer shall submit their order via the G-Cloud portal or e-mail their order to the defined contact.; Implementation activities shall include:; • Assignment of a project office representative to remotely manage your deployment. Any on-site project management presence is chargeable.; • Validation of the technical solution with an Atos solution architect and further consultation with the customer if required. ; • Co-ordination of data capture via a Customer Data Collection (CDC) form and data validation activities which may include WAN/LAN compliancy, user profile information, number porting (where applicable) and any bespoke security requirements; • Production of a project plan with target dates for key milestones including “go-live” of the deployment (or discreet phases of the deployment, if required) and user training (including floor walking and early life support); • Liaison with the Customer throughout deployment period; • The Customer is required to provide all relevant and requested The Customer may add additional services or additional users during the contract period by following the procedure set out above.; Online training and user documentation is included in the subscriptions. Chargeable services include onsite training, train the trainer and floor walking.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
  • PowerPoint
  • Project
• End-of-contract data extraction: Provide user configurations in CSV format.
• End-of-contract process: At the end of the initial contract period the terms and conditions that are applicable to the contract and any amendments agreed therein specific to the relevant service provision would apply, however the supplier would provide additional support required beyond the contract term in line with the agreed prices/ rate card in place at that time, for the specific activity in question.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
• 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: We provide Mobile Client and Supervisor applications, which are available as standard for iOS and Android devices.; The mobile client delivers key functionality similar to that of the web client.; The Mobile Supervisor allows call centre managers to display summary and detailed real-time statistics of agent and queue performance. If the call centre is under-performing managers are able to make changes to agent skills profiles ‘on the fly’ in order to boost performance.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Via handset interface or via Agent/ Manager applications.
• Accessibility standards: None or don’t know
• Description of accessibility: Don't know
• Accessibility testing: As the system uses the standard desktop applications, we have tested it with assistive technology e.g. JAWS
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is designed as shared service and delivers the same service levels for all users at all times independent of load share.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are:; Availability; Incidents; MACs; Incident Ticket Status (Open Tickets); Tickets Closed
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cirrus, 8x8, Mitel, Zoom, Gamma, Ribbon

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Atos will provide user configuration data.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: IPsec is used to separate customer connections into our Service.; VRF/VLAN are used to separate customers within the environment.; Data centres align with Uptime Institute and Telecommunications Industry Association (TIA) ANSI/TIA-942-A Tier 3 or Tier 4 standards; Username and strong password/passphrase enforcement.

Availability and resilience

• Guaranteed availability: Core Voice service has a target availability of 99.999%. ; Application based services (i.e. Contact Centre, Collaboration) has a targeted availability of 99.99%. ; Service credits are negotiated on an individual contractual basis.
• Approach to resilience: The OpenScape Cloud service is hosted within Oracle Cloud Infrastructure (OCI). Within OCI the service is delivered from three geo-separated Availability Domains (UK-Central and UK-West), each Availability Domain is supported by three fault domains. The network between each Availability Domain is fully meshed and combined with a resilient PSTN and Internet connectivity we provide a robust and highly resilient service. ; More detailed information is available on request.
• Outage reporting: The system is proactively monitored 24/7 by the Network Operations Centre. Priority 1 and 2 faults will be typically fixed remotely by our Network Operations Centre.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Other
• Other user authentication: Access to the service via a dedicated network connection provides authentication, however for internet connected services white listed IP’s and 2FA are available but may require further discussion.
• Access restrictions in management interfaces and support channels: .
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• 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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 15/09/21
• What the ISO/IEC 27001 doesn’t cover: Scope may be provided upon request.
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Atos is accredited to ISO 27001 which covers all necessary policies and processes.

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: Conforms to ITIL-V3. Configuration and change management are managed through a change control board.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All operating system and vendor application patches are applied on a monthly basis for implementation via the change management process.; The service is tested using off the shelf security tools and internally developed scripts/tools. The testing covers all applications, operating systems, component configurations and hardware components. ; The service is penetration tested annually by external organisations approved by NCSC under their certification schemes: CREST, Tiger scheme, Cyber Scheme.; ; Atos uses several publicly and privately available threat sources to identify potential vulnerabilities.; All vulnerabilities identified are assessed for severity and impact and appropriate actions implemented via the change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service is continually monitored using off-the shelf commercial tools to provide real time analysis of events triggered from all service components.; The protective monitoring controls are based on the original CESG GPG 13 and have been adapted to meet the needs of the service; Security analysts review events in real time and determine if further analysis is required. ; Once an event is identified as suspicious, a second line security analysts looks to correlate the event with historical information. ; Should further analysis be necessary this is escalated to a 3rd line analysts prior to triggering the incident management process.
• Incident management type: Supplier-defined controls
• Incident management approach: The aim of the incident management process is to restore normal operation as soon as possible to minimise the impact of the incident.; The support teams will investigate and diagnose the incident and document all activities in the incident record. Additional experts will be made available to support the investigation if required,; Pre-defined processes are used to address common incidents which detail the operating procedures on how the specific incident is to be handled, the resources required, approval levels (if required), timescales, impact, outcomes and reports. ; Incident reporting and incident reports are agreed as part of the engagement process.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At Charterhouse group are working hard to fight climate change, from Zero or offset carbon suppliers, to making sure we can use the circular economy and deploy tools and services that are carbon or energy reducing compared to the current platforms and services. Some examples are SIP from a carbon neutral company, to recycling old handsets and PBX equipment, and looking to displace handsets for power savings by using softphones on laptops and PC's that are already consuming power over physical handsets that draw power in addition to devices already being powered. ; We are empowering the business to look at this area closely and develop new policies and objectives as part of the business planning cycles. The Environment Policy of The Company is to ensure so far as it is reasonably practicable that its operations will be carried out with a commitment to protecting and enhancing the environment. As an office we know that we generate wastepaper products. However, as we strive for excellence in every aspect of our business, we are committed to minimising the environmental impacts of the business operation.; Our stated aims are to:; • Aim to continuously improve our environmental performance particularly with regards to our recycling and re-use of paper.; • Where possible we will use recycled or ecologically friendly paper.; • We will use 'waste' paper for notepads unless confidentiality may be compromised.; • Reduce our consumption of resources and improve the efficiency of those resources by printing double sided where practicable.; • Manage waste generated from my business operations according to the principles of reduction, re-use and recycling.; • Recycle all paper products, ink or toner cartridges.; • Comply as a minimum with all relevant environmental legislation as well as other environmental requirements.

  Covid-19 recovery

  Charterhouse is a growing group of companies, made up of several organisations from across the UK, we are continuing to employ staff from various backgrounds. ; We have created new employment opportunities, will re-train staff that find themselves in a position that their role is no longer available and support employment of those who left employment by COVID-19. Locally sourced staff is no longer the norm, we are embracing the work from anywhere culture, our staff current and new will have the option to work from home or an office and no longer need to be employed from the local area however, where new staff would like to work from a local office, they will be given that opportunity. ; Charterhouse will look to support businesses in the recovery from Covid by supporting them in new ways of working by implementing new technologies that support the new ways of working that decrees the need for travel and reduce the chance of infection rates. These new technologies and ways of working will support the recovery of our NHS and other organisations to levels pre-Covid. Our ability to bring together many technology stacks allows business to employ the right people as Charterhouse does and drive success through innovative ways of working. ; Implementing new health initiatives within Charterhouse will support mental and physical health for staff, maintaining the hybrid working environment will stop the spread of the COVID 19 within our workforce allowing economic growth.; At Charterhouse, we feel strongly about being able to give back to our community. Each year we nominate an organisation doing great work with those in need and support them – both financially through our regular fundraising, and practically with our business technology expertise where they need help and support.

  Tackling economic inequality

  Charterhouse is growing, in the last 3 years we have purchased existing business to ensure group growth, these companies have brought growth to both their business and ours. These businesses are hiring within the group to ensure that we can continue organic growth to secure the future of staff and the wider group. Our ability to support SME’s is backed by our experience as an SME and one of a family run business. ; Growth for our group comes from within and externally where your ability and attitude is more important than diversity or background. Employing the best person is key to growth, but more importantly equality. Our HR team look at the person and ability to carry out a role rather than disability or background. ; Our goal is to continue growth from organic, ethical and people centric sales. We allow people to be themselves, to thrive, to learn and grow in their role or for future roles. Our staff where needed will be accredited via vendors and suppliers as well as industry standard qualifications needed, backed by time and support from Charterhouse to achieve these skills and accreditations. ; Charterhouse are introducing more robust policies to promote a supply chain that is more sustainable and based on value than size. Smaller distributers and suppliers can deliver more value to the group, we can support smaller business by offering more opportunities to work with us and on behalf of our customers where we need 3rd party support or distribution. ; We work closely with suppliers to ensure that we can deliver on contracts sustainable, ethically and securely, working to many ISO standards though to Cyber essentials and Cyber Essentials Plus, our accreditations provide a framework for growth, improvement and security.

  Equal opportunity

  We have a robust recruitment policy that drives equality from the top down. ; Assessment criteria; Our aim at Charterhouse Group, will be to always recruit the person who is most suited to each role, whether the candidate is internal or external. We recruit solely on the basis of the candidate’s skills, capabilities and individual merit as measured against the criteria for the role. Qualifications, experience, and skills may also be assessed at the level that is relevant to the job.; Job descriptions and employee specifications; Before initiating the recruitment process, the responsible Hiring Manager must ensure that there is an up-to-date job description for the role with clear employee specification.; Advertisement of vacancies; It is our policy that all vacancies be advertised on the company intranet. ; Equality, Diversity and Inclusion; We are committed to applying our equality, diversity and inclusion policy at all stages of the recruitment and selection process. We always carry out shortlisting, interviewing and selection without regard to an applicant's sex, gender identity, sexual orientation, marital or civil partnership status, skin colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy or maternity leave.; We will never exclude any candidate with a disability unless it is clear that the candidate is unable to perform a duty that is intrinsic to the role, having taken into account reasonable adjustments. ; To prevent any candidate from being disadvantaged because of a disability, the individual responsible for communicating with applicants should ask each candidate whether or not they require reasonable adjustments to be made. ; Interviews; Hiring Managers conducting recruitment interviews will ensure that any questions asked during the interview is not in any way discriminatory or unnecessarily intrusive. The interview will focus on the role and the skills needed to perform it effectively.

  Wellbeing

  Charterhouse take wellbeing seriously, not only do we ensure staff can work to a health work/life balance, but also can work from home when needed.; The further deployment of Yu Life gives staff a set of tools and challenges to maintain both body and mental health. Teams, individuals and friends all compete in daily and weekly challenges to keep body fit, and allows for mental hearth checks and challenges. ; Annual company meetings and mental health first aiders all encourage staff to maintain mental health, but in a time of need they know they have help available. ; In addition to the above, Charterhouse offer all staff added benefits, for example Private Health care, free flu jabs and eye tests, a day off on your birthday each year, all to help boost mind and body health.

Pricing

• Price: £0.31 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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