BT Cloud Work

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: LAN, WAN, Mobile, Internet, Wi-Fi, Security, Managed Services
Cloud deployment model: Public cloud
Service constraints: No
System requirements: Supports Windows

Chrome OS

IOS PCs and laptop

Supports iOS and Android mobile phones

Requires a client to be installed

User support

Email or online ticketing support: 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: Depending on severity of the issue depends on speed of response. S1 30 mins, S2 4 hours, S3 24 hours, S4 60 hours
Support available to third parties: No

Onboarding and offboarding

Getting started: We provide live interactive training sessions as part of deployment: 3 hours for Administators and multiple 1 hour sessions for Users to enable multiple groups to attend. Sessions are delivered remotely, using the Video Meetings feature of the platform itself, and these sessions are then recorded and available for future review by new joiners or attendees who want to re-watch their sessions. We also offer on-site deployment as an option, so that on the day of go-live, we have people walking the floor to suport users in their new environment, provide ad-hoc training etc. This model has proven very successful at ensuring users transition smoothly, and that take up amongst users is rapid and high.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Most of the usage & configuration data held in the Admin Portal can be downloaded as management reports and emails or exported as a CSV file. Alternatively, if an integration is created to do so, data can also be extracted via the Cloud Work API to other 3rd party software. Call recordings can also be downloaded as MP3 files.
End-of-contract process: Prior to the end of the minimum term of service (contract term), you will be informed that the contract is coming to an end. You will have the option to renegotiate the contract to ensure business continuity on contract term end. If you choose to end the contract, the service will cease at the end of the minimum term of service.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

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: The mobile app and desktop/ laptop client are essentially the same unified client accessing the same features through the same user interface
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: System and User configuration is performed via the BT Cloud Work Admin Portal which is an intuitive web portal accessed via the Internet. Role-based permissions can be given by the SuperUser to enable devolved self-service rights, so that system and user parameters can be set without the traditional model need to log tickets via a helpdesk, avoiding the associated delay that that model requires.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Unknown
API: Yes
What users can and can't do using the API: BT Cloud Work is architected to be an open platform that can be integrated with 3rd party software. It offers a REST API and a developers portal with tools, SDKs and support environment. Many 3rd party vendors and existing customers have used the API and we have over 120 integrations which are testament to the viability of API integration into the platform. The functionality available has been wide, from core functionality like directory integration, calendar integration, click to dial, cloud-drive integration, call log integration into CRM etc., to more bespoke functionality that individual customers or specialised applications need.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Customers may customise BT CW using the Open API to integrate into other open software (see Q39). Operationally, BTCW offers an intuitive web-based Admin Portal where SuperUsers and Users can be given a variety of privileges to make configuration changes to the system and/or their own profile (e.g. where and how to route calls, music/messages on hold, assigning users into user/hunt groups, ordering new lines and users etc.). The principle is one of self-service

Scaling

Independence of resources: BT Cloud Work is a carrier-scale, cloud based network, operated to not exceed 25% capacity at which point additional capacity is built. Functionality remains in the Cloud Work platform, distributed between multiple server clusters in multiple datacentres. The performance delivered is less dependent on the cloud platform itself, than the network connectivity from the platform to the end device, e.g. WAN, LAN, WiFi or 4G networks. Should network performance deteriorate, calls use a rate adapative OPUS codec which monitors call quality and will adjust to a lower frequency spectrum encoding if call quality is threatened, so optimising performance.

Analytics

Service usage metrics: Yes
Metrics types: Cloud Work provides a host of usage metrics. The call log holds up to 100,000 call details per billing account, with details and analytics information of each call e.g. to/from, time/duration of call, call quality, device type, codec used, latency, jitter, packet loss, network type, network provider etc.. Cloud Work UC also inherently offers moderate call centre functionality, so live reporting is available for metrics such as agents available, calls answered/ missed/ queuing, average call duration/talk time, #calls in/outbound, service levels vs set thresholds etc per user or huntgroup etc.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: RingCentral

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: 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 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: In-house
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: Most of the usage & configuration data held in the Admin Portal can be downloaded as management reports and emails or exported as a CSV file. Alternatively, if an integration is created to do so, data could potentially be extracted via the Cloud Work API to other 3rd party software.
Data export formats: CSV

Other
Other data export formats: PDF
Data import formats: CSV

Other

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: 99.99% = < 5.3 mins downtime a year
Approach to resilience: The platform is architected to run with active-active server clusters within a DC, then servers are run as ""pods"" across geo-redundant DCs across Europe. Capacity is typically expanded once a 25% capacity is reached, which allows planty of spare capacity for active-active failover if necessary for upgrades or failure recovery without impacting performance. Further inherent service resilience comes in the form of being able to automatically route calls to users via alternative endpoints such as soft clients, mobile phones, alternative hard phones (e.g. remote office, home-office etc) if some endpoints are not available.
Outage reporting: Service Levels are reported monthly and will capture details of availability and any individual outages that affected customers. Any potential service interruptions such as planned engineering works may also be notified to customers although our multi-tenanted, multi-homed platform means that upgrades occur without service impact to users.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication
Access restrictions in management interfaces and support channels: Access to the Admin Portal is configured by the SuperUser who can grant / deny access to other user profiles to some or all of the configuration features, feature by feature, using a tick-box for each feature. A User can therefore only access and modify features for which they have privileges.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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: Users have access to real-time audit information
How long supplier audit data is stored for: Between 1 month and 6 months
How long system logs are stored for: Between 1 month and 6 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: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: BT's Security Policies and processes are modelled against ISO27001
Our Supplier requires annual internal acknowledgement of information security policies. All customer data is destroyed within 30 days of account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired. Internal policies and procedures ensure IT equipment and media is properly wiped and discarded.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Configuration changes can be made by customer administrators due to the service autonomy. The network and application perimeter is protected with firewalls and SBC. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.

During release management we go through a change management process whereby the platform is updated ensuring business continuity, no impact to end users, and allows for simple rollback if required.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We do have dedicated Security staff responsible for vulnerability management and as part of the vulnerability management process, we perform vulnerability scans on a daily basis. Patching priority is based on vulnerability severity. Vulnerability scans run on a daily basis on our critical systems. Patches are applied based on severity level of the vulnerability. Penetration testing is performed once a year (at least). We perform code scans pre-deployment and post-deployment. Post-deployment scans are done for mobile and desktop apps.
Protective monitoring type: Undisclosed
Protective monitoring approach: N/A
Incident management type: Undisclosed
Incident management approach: N/A

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

Fighting climate change: Fighting climate change

BT consumes less than 1% of UK’s electricity, and we take our role in reducing our carbon output and energy consumption seriously. We’re now using 100% renewable electricity worldwide.

We’re leading our industry sector, targeting net zero carbon emissions by 2030, ahead of the government target. We reduced our carbon emissions by 29% last year. By 2030 we’ll transition most of our fleet to electric vehicles.

We are investing in energy-efficient/climate-resilient networks, reducing energy needs and decarbonising the energy we use. We’ve reduced the carbon intensity of our operations by 57% and cut supplier emissions by 19%. We achieved a reduction of 11,400 tonnes of CO2e, 168 tonnes of waste electronic equipment, and 160 tonnes of plastic.

We’re pioneering ‘Climate Contracts’ in our commercial contracts, committing our suppliers to measurable carbon savings. We’re working with suppliers to design products/packaging to minimise energy and materials use, to support reuse/recycling, as well as encouraging reduction of emissions.

We are asking our suppliers to innovate from plastic-free packaging to new business models/radical product redesigns. We are eradicating the use of single-use plastics throughout our organisation. We’ll have zero waste to landfill by 2025 and 100% of plastic packaging will be reused/recycled or composted by 2025.

We incentivise customers to return products for recycling/refurbishment. EE offers a Trade-In scheme, and BT customers must return equipment to avoid incurring a fee; we refurbished/recycled c.700,000 in 2020.

We’re developing low carbon products/solutions that enable customers to reduce their own carbon footprints too.

For a sustainable future we are partaking in many initiatives, finding ways to reduce our footprint and that of our partners, suppliers, and customers. We’re aiming to reduce supply chain emissions by 42% by Mar 2031. We will cut our carbon intensity by 87% and supply chain emissions by 42% by 2030.
Covid-19 recovery: Covid-19 recovery

BT employs over 83,000 people throughout the UK, in every region of our 4 nations. We indirectly provide employment for a further 300,000 so we really understand the impact Covid-19 has had on families, communities, and society. BT provides solutions to help communities Build Back Better and we are hugely proud of the work we have done to enable children to continue education safely online learning with free vouchers for the most economically challenged families.

We are championing digital inclusion, leaving no home behind with our mission to provide great connectivity. We’ve already built next generation, full fibre broadband to more than 6 million premises. And by 2026, 25 million homes and businesses will have access to strong, secure, ultrafast FTTP broadband. By 2028, our EE 5G mobile network will reach 90% of the UK’s geography.

BT is focused on supporting SME’s and individuals right across the UK through our Skills for Tomorrow programme to offer a range of free online or face-to-face courses, designed to help people feel more confident online. We’ve collaborated with leading digital skills organisations to collate the best courses and information. Experts from BT and Google share their advice and ideas with free webinars covering topics from: digital marketing, creating engaging content, growing your online presence and more.

We’re already active with many charities and we encourage our employees to use their volunteering days to support local communities. We work with the ‘Good Things Foundation’ ensuring older, vulnerable people have digital skills to keep informed.

We support the National Emergencies Trust with UK fundraising that supports charities through 46 Community Foundations, and Red Nose Day and Children In Need. This is what BT does well, because we care about the country coming back from a devastating period of personal, social, economic, and physical shocks.
Tackling economic inequality: Tackling economic inequality

The UK’s manufacturing, the bedrock of the North, has been gradually eroded by the growth of the services economy in the South. Economic power has shifted inexorably southbound, leading to an unequal, unsustainable distribution of wealth. The Government has made its ‘levelling up’ policy a strategic imperative, such that businesses are required to think differently about their actions and future capital investment.

BT’s strategy already is to recruit and retain employees from economically poorer areas. As we shift our UK regional focus, employees are encouraged to move to other UK geographies, where possible, and recruitment from non-traditional areas is also accelerating.

Our support for the levelling up strategy includes investment in our Birmingham regional hub (1,000 more roles) and a further 7,000 new BT members recruited as part of our accelerated fibre UK rollout.

We have also pledged £12Bn investment to accelerate fibre rollout, as we see digital inclusion, as a vital element in achieving levelling up as this will speed up UK economic recovery. Our investment and commitment to Bristol, Birmingham, Glasgow, Belfast, and Manchester, in talent, leadership and other resources underpin this.

As a leading UK private sector employer of apprentices, we took on almost 3,800 new apprentices (including c.2,800 in digital and engineering roles, 13% women) last year. We also welcomed nearly 500 new graduates (32% women). BT’s Academy offers online learning resources including support to build digital skills and our Skills for Tomorrow programme, enabling reach to 10 million UK people by 2025 with digital skills training.

BT is also innovative about how we can do more, through local partnerships, volunteering and leveraging our commitments to Social Value in all the work we bid for contract by contract, as well as the many national programmes which we have delivered over many years.
Equal opportunity: Equal opportunity

Everyone, regardless of background, experience, or social position should have opportunities to learn and grow. We all benefit from talent, irrespective of source; being able to grow, mature and prosper. This is BT’s philosophy. We employ over 83,000 UK-based people and recruit in many locations. Whilst we work extensively with external partners, it is our people and how they drive behavioural change that has most impact.

We value diversity and celebrate difference. By increasing diversity in BT, we become more creative and innovative, and this in turn inspires our teams to develop products and services which make a universal difference.

We are proud signatories of the Valuable 500, a global movement to put disability on the business leadership agenda. We have a Disability Rapid Action Plan, providing additional focus and resource to achieve better outcomes for disabled colleagues.

For race equality, we’ve introduced our Ethnicity Rapid Action Plan, which promises swift action, regular updates, and maximum transparency. 96% of the senior leadership team have been through D&I training. Our training champions diversity and challenges racism where it exists.

Our focus on evidence-based inclusion has enabled us to ensure that our gender pay gap and quartiles figures remain stable and low, whilst we continue to progress gender equality. We support International Women’s day, and intersectionality.

We recognise the life-changing benefits new knowledge brings and encourage our employees to continue learning via completion of non-work-related courses at their pace. Our industry-leading Apprenticeship frameworks and standards are used in various roles. We have a world class graduate programme, always seeking to recruit a diverse talent pool.

BT has embedded Equal Opportunity in the way we work, recognising individuals’ talents and respecting their abilities.

Our recently published BT manifesto is our explicit commitment to the country and is available to view on www.bt.com
Wellbeing: Wellbeing

Well-being is about ‘how we are doing’, our health, security, relationships, and purpose, as individuals and communities; how sustainable this is for the future, how satisﬁed we are with our lives, our sense that what we do in life is worthwhile, our day-to-day emotional experiences and our wider mental well-being.

BT’s employees throughout the UK add a great deal of value to the communities in which they live and work. But being an effective citizen means well-being is paramount. Every BT manager knows that their people are ambassadors, and the right work/life balance is important. We ask a lot of our people, and we show them respect and understanding. Employees will have suffered periods of loneliness, or questioning what they are doing, their value to BT and to family and friends as well as their communities and society. We respect that life has become more complex and the reasons for doing what we do have sometimes been questioned.

Well-being is a critical function that BT values greatly, our health, security, relationships, and purpose are all vital components of who we are. BT places deep emphasis on the well-being of our people, taking care of them and ensuring that we support their needs. For example, we have produced a ‘Well-being toolkit’ to support staff in need. BT funds several services that provide support for colleagues in need, with confidential independent advice. We provide free mental health and physiotherapy services for UK colleagues and our employee assistance programme offers free confidential counselling and advice lines. We support colleagues, past and present, who face financial hardship through the BT Benevolent Fund.

Externally it's an extremely challenging time for many small businesses. BT’s Skills for Tomorrow programme offers support to SMEs and individuals to build digital skills and confidence online.

Pricing

Price: £9.25 to £18.50 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

BT Cloud Work

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents