Specialist Computer Centres plc

SCC Voice for Teams

Effortlessly integrate PSTN calling into Teams across desktop and mobile. Our comprehensive solution, including SIP, contact centre, call recording, and devices is designed to replace outdated PBXs and ISDN reliance. Enjoy ongoing management automation, referenceable deployment, expert support and innovative integration for a seamless transition to cloud communications.

Features

• Leverage Teams for voice communication & reduce costs
• Automated Workflows
• Bespoke Integration Automates Tasks for Efficiency
• Intuitive tools for collaboration & productivity anywhere
• Centralised control over cloud telephony infrastructure

Benefits

• Cost Savings
• Improved User Experience UX
• Enhanced Satisfaction
• Increased Agility
• Empowered Workforce
• Maximise ROI on Teams
• Increase employee & customer satisfaction
• Innovative & improved communication leads to better productivity & sales

£2.22 a user a month

• Free trial available

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

Framework

G-Cloud 14

Service ID

290589262767129

Contact

Warren Strain
01217667000
frameworksales@scc.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: N/A
• System requirements: Microsoft Teams Phone Addon License (Included in ES)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support service Levels Maximum Response Time Maximum Resolution Time; Service Incident – Priority 1 (Critical) 45 mins 6 hours; Service Incident – Priority 2 (Medium Impact) 60 mins 10 hours; Service Incident – Priority 3 (Low Impact) 8 business hours 72 business hours; User MACD service request (All Priorities) 8 business hours 240 business hours"; Support is available up to 24/7
• 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, at extra cost
• Support levels: Standard Support; 24x7 Platform Management -Proactive alarm monitoring, evergreening, release management, security & compliance ; Incident Response & Resolution ; -Tier 2 Phone & email support to SLA’s ; Service documentation & training -Provide user guides/video links; Problem Management- Use ITIL processes to diagnose repeated incidents through reporting and validate any solution or workaround proactively.; Root Cause Analysis - Root Cause Analysis for Severity 1 incidents. Includes creating a knowledge database; ; Support Options ; Change Management (MACD’s) - Implementing requested changes like adding, deleting and moving users.; Monthly Reporting - Provides a report on Teams PSTN Usage, Voice, Quality and performance v SLA’s. Provides insights and recommendations on how to improve.; Dedicated Service Manager - Named SM, experienced in UCC, available to answer any questions, advise on Teams Roadmap Updates, coordinate quarterly reviews and who actively works to improve your service; UCC Triage - Resonate triages and manages all UCC incidents either directly with the 3rd party or by providing technical support to the client IT team; Teams Tenant Management - Provides overall support and guidance on the Office 365 Teams Tenant and support for the communication components (meetings, chat, peer to peer calls, video screen sharing and audio) outside of the PSTN services
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Standard User Guides and Videos that can be rebranded. ; Offer Train the Trainer for Site Champions ; End User Training (F2F or Virtual); Admin Training (F2F or Virtual); Hypercare for Migrations (F2F or Virtual)
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Online Hosted Videos (HTML)
• End-of-contract data extraction: During contract termination, our customer support team will guide you through the data extraction process to ensure you receive all your information securely.
• End-of-contract process: "When a contract concludes, you typically have three choices:; ; Renew: Restart the agreement with potentially new terms.; Rollover: Continue month-to-month with the existing terms at rolling price.; Terminate: End the agreement altogether"

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: App layout optimised for Mobile
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Teams Client
• Accessibility standards: None or don’t know
• Description of accessibility: https://support.microsoft.com/en-us/office/accessibility-tools-for-microsoft-teams-2d4009e7-1300-4766-87e8-7a217496c3d5
• Accessibility testing: https://support.microsoft.com/en-us/office/accessibility-tools-for-microsoft-teams-2d4009e7-1300-4766-87e8-7a217496c3d5
• API: Yes
• What users can and can't do using the API: Currently not publically available but we can integrate with other services and business apps.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: We utilise Power Platform (Low Code Platform) to integrate voice and communication platforms with line of business apps and automate and enhance processes and workflows with automation and AI

Scaling

• Independence of resources: N/A

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly report data is provided for all customers on incident statistics, usage, capacity, and platform health.
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Luware, Anywhere365, CallCabinet

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / 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
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Service Request
• 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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We operate a 99.9% SLA and have month on month performed better than this statistic but do not provide credits/guarantees against it.
• Approach to resilience: This platform prioritizes high availability and resiliency.; ; It uses an Active-Active architecture with geographically separated data centers, ensuring service even if one fails.; ; Traffic is routed based on performance and can be rerouted to backup regions during outages.; ; Each data center has a paired region for additional protection against natural disasters, network issues, and software updates.; ; Microsoft Teams uses failover mechanisms to automatically switch to secondary connections if the primary connection experiences problems. This ensures calls are connected even if individual components have issues.
• Outage reporting: 24x7 Proactive monitoring in place which will initiate email alerts to notify customers of any outages of our platform. We also track M365 Teams status and relay that information to customers via email if there any outages with that service.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We secure access with multi-factor authentication (MFA) requiring a second factor beyond a username and password. Additionally, we follow the principle of least privilege, granting users only the minimum access level needed for their role. This minimizes damage if credentials are compromised.
• 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: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA (Lloyd's Register)
• ISO/IEC 27001 accreditation date: 06/07/2023
• What the ISO/IEC 27001 doesn’t cover: N/A - Our certification covers all locations and services provided by SCC.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Barclay Card Security Manager
• PCI DSS accreditation date: 27/06/2023
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301 - Business Continuity
  • CAS (S) - Sanitisation of classified materials

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: ISO9001; Cyber Essentials Plus

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use a formal change control process to track, review, and approve all modifications to our system configuration before they are implemented. This ensures stability and minimizes the risk of disruptions. We leverage a Configuration Management Database (CMDB) to track all our service components throughout their lifecycle, ensuring a complete audit trail of changes. Changes are assessed for potential security impact through a rigorous process, including a review by the Change Advisory Board (CAB) which meets weekly to evaluate proposed changes and mitigate any security risks.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We continuously assess potential threats through industry security feeds and vulnerability scanners. Patches are deployed quickly following a prioritization process that considers severity and potential impact. Information about threats comes from various sources, including security vendors, industry reports, third part vendors andand our own internal team.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We continuously monitor our systems for suspicious activity through security logs, intrusion detection systems, and endpoint tools. When a potential compromise is identified, we immediately investigate and take corrective actions to contain the threat and fix vulnerabilities. Our response time is prioritized based on severity, aiming for swift containment.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management follows defined processes for common events, ensuring a swift response. Users report incidents through various channels, and we provide comprehensive reports detailing the incident, actions taken, and lessons learned.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Sustainability is central to SCC’s operations and embedded into our business. Our defined carbon reduction targets are externally reported in our Carbon Reduction plan via the Carbon Disclosure Project.

  Covid-19 recovery

  SCC’s products, services and solutions can help facilitate and implement new ways of working for our customers. Through our propositions, additional health, wellbeing and agile working benefits can be achieved.

  Tackling economic inequality

  SCC provides employment and training opportunities, are members of the Disability Confident Scheme and supporters of the Armed Forces Covenant. Working with our supply chain we promote collaboration and diversity.

  Equal opportunity

  SCC is an inclusive employer with various initiatives to support, engage and develop our employees. We promote supply chain diversity and have mechanisms in place to manage modern slavery risks.

  Wellbeing

  SCC has a range of health and wellbeing activities available for our employees to access. Our volunteering programme and charity partnerships help facilitate and deliver a range of community benefits.

Pricing

• Price: £2.22 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Up to 3 month free trial

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