VIRGIN MEDIA BUSINESS LIMITED

Cloud Voice from Virgin Media O2 Business

Cloud Voice product is a hosted communications and collaboration service based on Cisco’s BroadSoft and Webex technology, removing the need for you to have an on-premise PBX and voice networking on each of your working sites. It allows you to address your voice telecommunications needs through your existing data access.

Features

• IVR
• Auto attendant
• Call analytics
• Call centre / contact centre
• Voice recording
• CRM Integration
• Webex (collaboration and video conferencing)
• Call directory
• Busy Lamp Field
• Administration Portal

Benefits

• Increased productivity through enabling collaboration anywhere
• Moves to the cloud - fully hosted
• Simple pricing model to suit your business (Opex or Capex)
• Easy portal administration

• Education pricing 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 PublicProcurement@virginmedia.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

261358578723687

Contact

Lynne Magennis
07738 726687
PublicProcurement@virginmedia.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: Yes

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: Need Internet access to use Cloud Voice.
• Cloud deployment model: Public cloud
• Service constraints: CPE (Customer Premise Equipment) such as handsets have certain firewall configurations. In addition, there are minimum bandwidth requirements on the customer internet service; minimum of 10mbps download and upload.; ; The Cloud Voice solution periodically performs updates at no disruption to the end users. these are typically done during low periods and not during the working day.
• System requirements:
  • Minimum bandwidth requirements as specified
  • Internet access

User support

• Email or online ticketing support: Yes
• Support response times: We have a 24 x 7 x 365 support model.
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Accessible through a web browser to the Supplier's support page.
• Web chat accessibility testing: Not applicable
• Onsite support: Yes, at extra cost
• Support levels: Support level 1: Supplier website, where users can access chat functions, help guides and FAQs.; Support level 2: Dedicated Account Manager and 24 x 7 Cloud Voice Service Desk.; Support level 3: Professional services, subject to additional cost dependent upon requirements. For instance on site training, how-to guides, installation.; ; We will provide a Technical Account Manager and Client Relationship Manager dependent on the spend of the business.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: All administrators of the hosted telephony system will recieve a welcome email with login details and basic user information.; - Will also receive a demonstration on how to use it.; - End user will receive links to user guides and booklets on the system; - Onsite or virtual training is also available at a cost; - There is also dedicated cloud voice helpline available to help with any user issues; - Depending on the size of their solution, they may also have a dedicated client relationship manager
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data such as numbers can be ported to another telecoms provider at the end of contract. User specific data can be requested by administrator.
• End-of-contract process: At the end of the contractual period, the service continues and goes into a monthly rolling contract. The price will continue at the same price as within contract. At this point, you can request a contract renewal.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: The documentation is provided by us to the Buyer as part of the service onboarding/offboarding activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: No significant differences.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Customers will access a business portal where they can manage users' setup hunt groups, and see the configuration of their telephony system.
• Accessibility standards: None or don’t know
• Description of accessibility: You can manage and configure the non-chargeable features of your company, site and users.; There are three levels of access:; 1) Company Administrator; 2) Group Administrator; 3) End User
• Accessibility testing: Not applicable
• API: Yes
• What users can and can't do using the API: CRM INTEGRATOR:; Enables users to integrate call control into several CRM systems, providing the following functionality:; Automatic screen popping of customer files when inbound calls are received; Call Control from Windows or MAC; Click-to-dial from CRM file; In addition, the application will allow:; Configuration/control of several features; Monitoring of a User’s presence status
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can mix and match licences according to business need.; Individual users can choose their own favourites.; Users can select which features they want or don't want for instance hold music, customised voicemail and selective call acceptance.

Scaling

• Independence of resources: We offer unbeatable reliability – Our key differentiator is resilience, providing every customer with; geographic resilience as standard, further enhanced by competitive and service credit backed fault fix times.; The service is hosted in the cloud and therefore only limitation would be the internet access of the end user.

Analytics

• Service usage metrics: Yes
• Metrics types: - Call analytics; Enables businesses to use web portal to review all of their call statistics in near-time; from pre-defined dashboard and/or wallboards.; The dashboard provides visual call activity, updated every 15 minutes, which includes:; • Hourly/daily calldistribution; • Call activity by DDI/extension/user; • Missed call summary; • Unreturned missed calls by caller ID; The wallboard provides a number of pre-configured visual displays which include:; • DDI summary; • User summary; • Business summary; Each setup requires 1 mandatory supervisor admin login to be allocated.; - Number of calls made; - Wait times for calls; - Number of users
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: BT Wholesale

Staff security

• Staff security clearance: Other security clearance
• 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: No
• 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: Encryption of all physical media
• 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: Main data is in the form of numbers .This can be ported to another provide who will contact us to gain the relevant information. User data such as call recording is stored on a 30 day, 180 day or 7 year period pre-defined by the user. This can be accessed by the user and exported to their own servers.
• Data export formats: Other
• Other data export formats:
  • Audiofile
  • PDF
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Supplier aims to have Services available to Buyers 24x7, and includes a SLA for system availability as well as call quality. SLAs are agreed on an individual basis and differ from organisation to organisation.; Cloud Voice is delivered Over the Top (OTT) meaning that it’s delivered like any other application over the Internet. Due to this, no Quality of Service (QoS) can be applied, and priority cannot be given to voice traffic. Contention on broadband connections can play a significant factor and, therefore, during peak usage times, you may experience further jitter and packet loss, impacting your voice conversation. QoS will be available only where IPVPN services are provided from the Supplier.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts, text message alerts and comms briefed out on our website.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: 3 Levels of hierarchy with varying levels of autonomy and changeable features.; - Company level; - Site level; - User level
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

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: • Cyber Essentials Plus • ISO 20000-1 IT Service Management • ISO 22301 Business Continuity Management • ISO 9001 Quality Management System
• Information security policies and processes: BT Wholesale has appropriate security policies and processes in place. We will ensure that the reporting structure is designed accordingly so that these processes are adhered to. Further information can be provided upon request.
• 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: We have a comprehensive configuration and change management processes that ensure we track changes to the service, through the lifetime of the contract. Prior to any change or configuration, potential security impacts are assessed and communicated.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our partner BT Wholesale has appropriate processes in place to:; -Assess threats to the service; -Patch deployment; -Gain information on potential threats
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our partner BT Wholesale has a well developed protective monitoring processes to cover all of the above. Further details upon request.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We have a well established Incident Management process, managing any faults end to end. This will cover common events. End users can report incidents to the service desk via phone or account management.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: Tuesday 6 January 2026
• What the ISO/IEC 27001 doesn’t cover: The certification applies to the Information Security Management System (ISMS) covering the design, development, installation, maintenance and operation of business-to-business telecommunication services, and IT service management of these operations, in accordance with the Statement of Applicability. Any activities or services outside this scope are not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: National Quality Assurance (NQA)
• ISO 9001 accreditation date: Tuesday 6 January 2026
• What the ISO 9001 doesn’t cover: The certification applies to the Quality Management System (QMS) for the design, development, installation, operation, and maintenance of business-to-business telecommunication services. Any activities or services outside this scope are not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group Security Services
• PCI DSS accreditation date: Monday 27 January 2025
• What the PCI DSS doesn’t cover: Systems outside the assessed cardholder data environment.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1dc27062-ca1b-4004-9f4b-f52c2b60e0e6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd3604c8-09d1-4410-bb61-62deba59000d
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000-1 IT Service Management
  • ISO 22301 Business Continuity Management

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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