Specialist Computer Centres plc

SCC Voice for Teams Consultancy

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 Our comprehensive solution, including SIP, contact centre, call recording, and devices is designed to replace outdated PBXs and ISDN reliance.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

• Teams Calling & Mobile
• Emergency Calling
• Contact Centre
• Compliance Recording
• Management Tools
• Bespoke Integration
• Innovation Sessions

Benefits

• Unified calling on any device
• Bring your own carrier or purchase numbers from us
• Location-aware emergency calling
• Unified Customer Service and Call Routing integrated into Teams
• Record Teams calls with analytics and AI
• Catalogue of devices for PBX removal
• Automation and Analytics Tools for Teams management
• Integrate Voice and Teams with your Business Apps
• Showcasing how latest UCC solutions solve organization challenges

£745.36 a unit a day

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 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

380946221717885

Contact

Warren Strain
01217667000
frameworksales@scc.com

Planning

• Planning service: Yes
• How the planning service works: "Before migrating to Teams, Resonate analyzes your existing phone system to understand its features and how they map to Teams functionalities. This ""Teams Endpoint Mapping"" identifies:; ; Users who can easily transition to Teams.; Advanced Features like contact centres or recordings.; Requirements for Devices and Endpoints; ; This mapping helps optimize costs and plan for retiring your old system. The process gathers data specific to your setup (Greenfield, Skype for Business, Legacy PBX) to ensure a smooth migration. The outcome is a documented design plan for moving to Teams."
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Microsoft Teams and Associated Products

Training

• Training service provided: Yes
• How the training service works: 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)
• Training is tied to specific services: Yes
• Services the training service works with: Microsoft Teams and Associated Products

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Resonate helps migrate your business voice system to Microsoft Teams, effectively moving you to the cloud. The process is as follows:; ; Design: They analyze your current phone system and map features to Teams, creating a cost-effective migration plan.; Service Onboarding: They connect Teams to your phone network and configure Teams features based on your needs.; Testing: They perform thorough testing in two stages: factory acceptance testing and a pilot program with a small user group.; User Migration: They migrate users to Teams in a controlled manner, following a detailed plan and providing support throughout.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Moving to Microsoft Teams and Associated Products

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: After the design and configuration, Resonate performs two stages of testing to ensure a smooth user migration:; ; Factory Acceptance Testing: Engineers run a pre-defined test plan to confirm all functionalities work as planned. You'll receive a report with the results and configuration details.; ; Pilot Program: A smaller group of friendly users test all aspects of the system, including features, support, and real-world conditions like voice quality. This helps refine the solution and build confidence before full migration. The pilot size gradually increases to test scalability and various scenarios across locations.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Microsoft Teams and Associated Products

Service scope

• Service constraints: N/A

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
• 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
• 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"

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)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA (Lloyds Registrar)
• 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: Barclaycard Data 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 material

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: £745.36 a unit a day
• Discount for educational organisations: No

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