Digital Space Managed Services Ltd

8x8 Contact Centre as a Service (CCaaS)

X-Series provides UCaaS, CCaaS and CPaaS services from VOIP telephony (X1), through text, voice and video media support up-to full contact centre (X8). 8x8’s omnichannel contact centre includes speech analytics, AI, skills-based routing, Intelligent IVR, predictive campaign dialler, dashboards, customisable wallboards, quality management and media recording with open API integration.

Features

• Customer Journey Analytics: Customer Relationship Management. Customisable web wallboard/dashboards
• A Contact Centre platform with Omnichannel and CRM integration
• Quality Management: real-time dashboard reporting; agent scoring, screen recording
• Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
• CCaaS: standard/intelligent IVR, AI, ML, Bots, ACD, skills-based routing
• VoIP, web chat, queuing, web callback requests, speech recognition
• UK stored Customer recording capability for calls & screen captures
• Multiple language options for deployment
• Open APIs, CRM integration (Dynamics, Salesforce, NetSuite, Zendesk); PCI integration
• Interoperability (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)

Benefits

• Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
• Reduce costs, improve uptime/productivity; no upgrade downtime
• Reporting on improved customer experience & productivity stats
• Improving agility across a distributed workforce
• Co-browse with customers, promoting channel shifting, enhancing customer service
• Flexible cloud-based reporting across any endpoint at a low cost
• Interact on a customer's chosen contact channel, facilitate digital inclusion
• Improving monitoring quality through fast, reliable Contact Centre experiences
• Reassurance of business continuity through disaster recovery services
• Scale limitlessly, at pace without the need for hardware purchases

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

215010099624130

Contact

Afsheen Shaikh
0333 220 0222
afsheen.shaikh@digitalspace.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: 8x8 performs planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
• System requirements:
  • Personal computer, MacBook or web browser-enabled device
  • A high-speed connection to the Internet IP telephone device
  • Mobile access – download free app; iOS and Android only

User support

• Email or online ticketing support: Yes
• Support response times: 8x8’s UK-based technical support team has a target time for initial response of 30 minutes for critical and high priority issues; and one hour for medium and low priority issues. ; ; Core business hours for the customer and technical support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK in order to maintain this service level.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Digital Space will perform first and second line support in line with the following service level metrics:; • Acknowledgement sent within 30-minutes of receipt of the request; • Commence triage of the request within two hours of receipt, including an initial assessment to identify and forward to the support team/induvial to perform the request; Incidents will be assigned priority level through triage and resolved based on a corresponding target service levels:; • P1 - 24x7x365 – Target time for resolution (TTFR) – 4 hours; update frequency 30 minutes; • P2 - 24x7x365– TTFR – 8 hours; update frequency 4 hours; • P3 – Mon-Fri 8am - 6pm (exc Bank Holiday) – TTFR – 24 hours; update frequency 1 working day; • P4 - Mon-Fri 8am - 6pm (exc Bank Holiday) – TTFR – 48 hours; update frequency 1 working day; All support costs are included in the 8x8 service Digital Space provides. When dealing with incidents a dedicated technical support engineer will be appointed to assist in resolving the issue that has occurred.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our deployment and training teams work together with you to help you start using our service. They provide you with the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. ; ; Starting the engagement with the deployment, training and customer success teams will work in parallel from the initial customer kick-off meeting. After Go-Live until the transition to our support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from day one, until closure. ; ; We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your 8x8 system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Within 24 hours of the expiry of the contract, data is automatically deleted from 8x8 systems. Customers must utilise the built-in product features which provide data exports or utilise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
• End-of-contract process: Included in the price of the CCaaS service, all data is deleted on contract expiration. Customers are responsible for offloading any data contained on the 8x8 Cloud before expiry utilising the built-in tools and APIs of the 8x8 products. ; ; After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• 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: The service can be accessed on a mobile via the download of a free app, on iOS and Android only. The service looks and works in the same way across both the mobile device and desktop service, with no differences.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: 8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions for integration, for example with common CRM/ERP; Service & Support; Productivity and Service & Security applications. ; ; Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.; ; Digital Space provides access to the APIs into 8x8, we will create and manage these on behalf of the customer. Once delivered the APIs access to data and/or information is built by Digital Space but managed by a criteria from the end customer as part of the HLD of the requirements from the customer.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Digital Space provides access to the APIs into 8x8, and will create and manage these on behalf of the customer. Once delivered the API’s access to data and/or information is built by Digital Space but managed by criteria from the end customer as part of the HLD of the requirements from the customer.; ; Users of the service will be able to make changes to the AP’s that have been delivered by requesting a change notice into the Digital Space technical team as part of a change to their service. ; ; Any changes to the API will be managed internally by Digital Space.

Scaling

• Independence of resources: Resources are automatically added as required based on load and utilisation to ensure the system can scale. The 8x8 architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. ; ; A dedicated quality assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing to ensure that the demand that users are placing on the service do not result in any service incidents or down time for the service.

Analytics

• Service usage metrics: Yes
• Metrics types: A wide variety of online reporting and raw data stats on call data, customer engagement, call times, customer satisfaction, via API are available. Historic reporting includes template-based and user-configurable data selection, displayable on-screen and exportable in a range of data formats. ; ; Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 8x8

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)
• 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Included in the price of the CCaaS service, all data is deleted on contract expiration. Customers are responsible for offloading any data contained on the 8x8 Cloud before expiry utilising the built-in tools and APIs. After expiry, data is rendered unrecoverable. ; ; If a customer requires data to be made available beyond contract end, additional fees will apply. Online tools like reporting dashboards/analytics are available through the API, which can show productivity, call logs, number of calls, etc.; ; For any data export that the customer would like to review, these can be downloaded in either a CSV or XML format.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: We aim to have our services available to customers 24x7 and include an SLA for system availability as well as call quality. 8x8 enables the delivery of a consistent and reliable end user experience due to a highly available architecture supported by a platform-wide uptime SLA of 99.999%. 8x8’s records and data are basis for all service availability calculations and determinations. ; ; 8x8 use commercially reasonable efforts to respond to unplanned service interruptions, 24x7, that are reported through one of 8x8’s customer support channels. ; ; To receive service credits, the customer must notify 8x8 within 30 days from the time customer becomes eligible to receive service credits. Failure to comply with this forfeits the customer’s right to receive a service credit. The service credit will be issued on the 8x8 invoice for the period following the customer’s request for the service credit, unless the service credit is due in the customer’s final month of the term. In such a case, the service credit refund will be mailed to the customer.
• Approach to resilience: A dedicated architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. ; ; This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. ; ; Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution or offer mitigations for concerns. ; ; Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower-level software changes to survive more readily the failure modes.
• Outage reporting: The 8x8 Network Operations Centre (NOC) provides management alerts for any customer-affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world and include an audio conference bridge. ; ; The support organisation is included in the management notification group, and has a dissemination process for reporting to customers utilising a web-based support portal. ; ; If more than one customer is affected, a master ticket is created and all customer portals are updated automatically if the master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: The 8x8 service is accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them.
• Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given providing access to data and information at a license level. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
• 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: 8x8 is certified FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC. 8x8 is also HIPAA certified (for health information). In the UK, 8x8 additionally has ISO 27001 certification and PCI-SAQ-D.
• Information security policies and processes: The 8x8 SIEM team, who report into the Global Information Security and compliance manager, manage the proactive monitoring of information risk bulletins from both government and commercial security organisations, and reactive monitoring of 8x8 systems for security events. This team manage any actions required to be performed by engineering or operations teams.; ; Internal audits by dedicated auditing staff monitor compliance to all standards 8x8 are certified for. HR sanctions are utilised to ensure enforcement. Third-party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team.; ; 8x8's SDLC describes policies and processes to ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed, including automated testing in 8x8's CI/CD - Continuous Integration/Deployment systems.; ; 8x8 practices secure coding, with an architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with various code SAST scans including Coverity, Rapid7, Carbon Black, Burp Suite Enterprise, Qualys and others which are operated throughout systems on a continuous basis. Manual / automated Pen Testing is performed on final packages before being released into production.
• 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 asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. ; ; Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including from the Architecture, Operations and Support departments to ensure that any change made has been assessed for potential security impacts.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All 8x8 production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. ; ; Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. ; ; SLAs: ; • Critical within 24 hours; • High within 7 days; • Medium within 30 Days; • Low within 90 Days. ; ; The SIEM team also review security bulletins from both government and commercial security organisations to identify potential threats/vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The SIEM team monitors Firewall, Network, IDS and IPS system alerts. If a suspected/actual breach occurred, escalation goes to senior management whilst 8x8 performs an assessment of the scope of breach. ; ; Affected customer(s) are notified through the support portal. All data processed/stored on 8x8 systems is treated as sensitive, and appropriate actions taken for suspected data loss.; ; Notification processes operate in parallel to blocking breaches, and re-occurrence prevented. Incidents will be responded to within 30 mins of the incident being raised by the customer. The outline of update frequency is provided in the support availability section of this template.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be proactively detected or reported by customers through identified service management processes. Incidents are reporting through our internal NOC, then raised to the 8x8 24-hour NOC for management. ; ; Senior management notification occurs during assessment of the incident scope. Affected customer(s) are notified through the support portal. Notification processes operate in parallel with incident resolution. ; ; The 8x8 support team handles customer-facing communications, including initial triage of incident reports and assessment of severity. Root cause analysis for security incidents or service outages, including cross-functional reviews, support customer facing incident reports provided from 8x8 via Digital Space.
• 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: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 8x8 is able to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 10 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Thursday 10 April 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 881ef178-c69f-40e4-b6f2-717688b3ef8a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D8592b31-0f5b-4b81-838c-bb45c83e9ab2
• Other security certifications: Yes
• Any other security certifications: ISO27017

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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