VIRGIN MEDIA BUSINESS LIMITED

Cloud Communications Cisco Webex from Virgin Media O2 Business

Cisco Webex is a video conferencing and collaboration platform, while Webex Contact Center is a customer service solution offering omnichannel support through voice, chat, email, and social media channels, both designed to enhance communication and productivity within organisations​.

Features

• Cloud Calling
• SIP Trunking
• Contact Centre
• CPaaS and customer engagement
• Cloud Meetings
• IM
• AI and automation
• Voice and VOIP
• Video
• Connectivity via private networks

Benefits

• Work on any device anywhere
• Use office productivity apps
• Integrates and works with Microsoft Teams
• Connects to customers CRM
• Hybrid working and working from home and the office
• Call analytics and reporting
• Enterprise features such as IVR and hunt groups
• Integrates with business applications
• Digital channels for customer engagement
• Security and compliance

• 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

374939881721413

Contact

Lynne Magennis
07738 726687
PublicProcurement@virginmedia.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
• 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: Webex Calling, Webex Contact Centre, Webex Connect, Webex Meetings, Webex Devices, VMO2 SIP, Cisco Devices, Slido, Softex, Imagicle
• Cloud deployment model: Public cloud
• Service constraints: SIP Trunking provided as part of the service, Porting and PSTN requirements, Supported and compatible devices, network requirements
• System requirements:
  • Device Models
  • Software and operating system versions
  • Bandwidth and port for connectivity
  • Internet or network connectivity
  • DNS and Domain
  • DDIs

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 99.99% availability, P1-P4 Incident levels, Problem Management, Cloud support engineering community, Business development manager or customer success manager, Moves, Add, Changes, Deletions, (MACD's have Small, Medium, Complex and bespoke categories in the service catalogue) Design, Install, Configure, Monitor. Pricing included in the attached pricing sheet
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our engineering team will help design, build, configure and operate based on customer requirements and help support a successful migration and adoption of the service. VMO2 provide a end user training e-learning portal to support end users adopt the new technology and can provide bespoke training at a additional cost. Cisco provide a comprehensive self help document at https://help.webex.com
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Standard exit provision applies when the contract ceases and moves to new provider/contract.
• End-of-contract process: Standard exit provision applies when the contract ceases and moves to new provider/contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documentation is available: a) from our website; b) from our training portal; and c) Cisco provides further documentation available to customers.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: Interface across device types and operating systems is designed to be a common interface
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Information on the Cisco Webex API can be found in the documentation: https://developer.webex.com/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Company branding, Phone image templates, what users see in the Webex App, Backgrounds, Device templates and configuration. Configuration is achieved by the Webex Control Hub

Scaling

• Independence of resources: High levels of capacity and resiliency built in to the solution to deal with peaks in usage. When gathering requirements and discussing the design calculating requirements for the customer

Analytics

• Service usage metrics: Yes
• Metrics types: The following outlines the reports that are available in the Webex control hub -; https://help.webex.com/en-us/article/47hkcw/View-reports-on-User-Hub. The following outlines the analytical and troubleshooting data that are available in the Webex control hub -; ; https://help.webex.com/en-us/article/n0rlwxe/Analytics-for-Your-Cloud-Collaboration-Portfolio
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • 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: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Data can accessed via API. Data can be exported via csv for things such as users, devices and DDI's from within the Webex control hub. Reports can be run to get access to data points and gain high level information
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • API
  • Webhooks
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

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: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: P1 - Incident means the service is unavailable with complete or major loss of service causing a critical impact to your business operations. immediate response to restore within SLA of service is expected. For example, all of your users are unable to make or receive an external call, business critical call diverts are failing or calls to your business-critical number(s) are failing.; P2 - Incident means the service is available but operating with reduced functionality or degraded service that is causing significant business impacts to you. Example of scale would be consistently intermittent ability to use voice services due to poor quality or dropped calls, call diverts are failing or you are unable to access the SIP Trunking Portal to configure emergency call diverts.; P3 - Incident means the service is available, but an issue is causing reduced functionality or degraded service, but which does not cause a significant business impact to you.; P4 - Incident means the service is available, but an issue has been raised which impacts an individual user in a minor capacity but does not impact your business operations.
• Approach to resilience: Webex is designed for carrier-class availability (99.99% availability). Carrier-class availability is achieved via the following techniques:; • N+1 server clustering; • Geographic redundancy; • Automatic data replication within and between data centers; • Distributed denial-of-service (DDoS) detection and prevention
• Outage reporting: Services from the Cisco Webex Cloud can be viewed at https://status.webex.com/commercial/status?lang=en_US. VMO2 operates a Business Operations NOC to proactively and reactively notify customers of impacted services. These could be via email or telephone depending on the severity and actions required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All subscribers will be registered in Cisco Collaboration Webex Common Identity Service (commonly known as “CI”)—a cloud-scale identity platform that provides either standalone identity management or customer premises hybrid identity integration. ; ; Integrations include Active Directory user account replication, single sign-on (SSO) with major providers (i.e., Okta, Ping Identity, etc.) and customer consumable APIs. ; ; Built on the latest technology and standards (e.g., SAML 2.0, OAuth2, REST), CI underpins Cisco’s cloud collaboration portfolio and is built for growth, adaptation, and cloud-scale applications.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: The Supplier has its own information security policy based on ISO 27001, with established internal processes for handling security events. The Supplier has in place security teams dedicated to specific areas, and is audited regularly by external auditors to ensure compliance.
• 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 Supplier follows an internal configuration and change management process. Each change is processed through the following stages: Identifying the details of the change; Assessing the operational and security impact of the change; Gaining approval of the change; Authorising and scheduling the change; Notifying stakeholders about the change; Implementing the change; and Closing the change following review.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Processes based on ISO 27001 standards are in place to discover security vulnerabilities involving a combination of vendor notifications, authenticated/unauthenticated vulnerability scanning using industry-leading security platforms and penetration testing. Risks are recorded, tracked and mitigated through an internal risk management framework.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have a Systems Logging and Monitoring process governs protective monitoring. We use automated logging extensively using SIEM software in our network and IT infrastructure. This monitors user activity, configuration changes and to measure performance/compliance. We also use a range of tools to inspect, analyse and risk assess device event logs to detect suspicious activity incidents as well as report on overall pattern of usage. All potential compromises and incidents are tagged with a priority category and response times will vary depending on their priority level.
• 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: Our Incident Management approach is based on ISO 27001 standards. It governs the processes in place to manage incidents detected by our monitoring systems or reported by Buyer. The process defines how the Supplier will manage the lifecycle of an incident, from identification to closure. The process includes pre-defined processes for common events. Users can report incidents to the Supplier's IT Service Desk. All information related to incidents are logged on our system to provide a full audit trail.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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.