Wavenet

RingCentral UC/CX

Our RingEX secure solution enables customers to set up and unify business calls, SMS, fax, and more in a single app with powerful AI tools accessible across devices. It has powerful real-time analytics for better decision-making and 300+ pre-built integrations to easily automate workflows and tasks. multi-level IVR and more.

Features

• Unified Communications (UCaaS) accessible via single app for mobile/desktop
• Cloud PBX Feature rich PBX functionality for in/outbound calling
• Collaboration: Video Meetings, remote-desktop, screenshare, whiteboard
• Instant Messaging: Chat (internal/external), integrated file sharing, task management
• Advanced features: Voicemail, IVR, Auto-Receptionist, Hot-Desking, Call queues/transfer
• Automated Call Recording with configurable retention periods
• Integrations: Microsoft Teams, Google, Office 365, Salesforce, Skype and more
• Open APIs: Salesforce, Google, Microsoft, plus other CRM applications
• QoS: QoS reports, device status reports, alerts, real-time call reporting
• Advanced Analytics: Proactively monitor performance with customisable, real-time dashboards

Benefits

• Unified Communications: Creates an agile workforce and flexible working environment
• Collaborate with ease. Improved productivity with advanced communication tools.
• A consistent user experience across devices. Seamlessly move between devices.
• Video Meetings for 200 participants. Virtual events with RingCentral Webinar.
• 1:1 Instant Messaging Team Messaging with internal/external contacts.
• World-class security. ISO27001, ISO27017, ISO27018, Cyber Essentials Plus.
• Fully redundant, globally distributed architecture, 99.999% availability SLA.
• Highly scalable cloud-based phone system to match organisation growth
• Simplified IT Management and Administration using our centralised, web-based dashboard
• Significant cost savings through the consolidation of services

• 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 publicsector@wavenet.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

407101012870084

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• 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: RingEX is a standalone solution and it can interoperate with other RingCentral services. It also comes with out-of-the-box integrations such as Google, Office 365, Teams, SalesForce, Box, Zendesk and many others.
• Cloud deployment model: Public cloud
• Service constraints: RingEX is a pure cloud solution which can be run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
• System requirements:
  • Windows 8.1 (32 and 64-bit) or later
  • Mac OS 10.13 (High Sierra) or later
  • Minimum Intel Skylake-class 6th Gen i3, i5, i7
  • Minimum AMD Excavator-class (2015) processor or newer
  • 8GB of RAM or more
  • RingCentral App Web minimum Chrome 83, Firefox 77, Safari 13
  • RingCentral App Web minimum Edge-Chromium 80, Edge 18
  • Minimum meeting bandwidth (2 participants) 1mbps ul/dl
  • Minimum meeting bandwidth (>2 participants) 1.5mbps ul/dl

User support

• Email or online ticketing support: Yes
• Support response times: "Urgency Priority 1; Initial Response Time : All phone calls are answered on average less than 5 minutes; ; Urgency Priority 2; Initial Response Time: All phone calls are answered on average less than 5 minutes; ; Urgency Priority 3; Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours; ; Urgency Priority 4; Initial Response Time < 24 Hours"
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• 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: WCAG 2.2 A
• Web chat accessibility testing: "We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more.,"
• Onsite support: Yes, at extra cost
• Support levels: RingCentral packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, our Professional Services team will work with you on the best solution.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: RingCentral provides an end-to-end service to achieve a successful implementation and go-live of the services. A robust, yet adaptable, framework encompasses core activities including project initiation, discovery, detailed design, build & configuration, pilot implementation, user and administrator training, acceptance testing, go-live checkpoint and service transition. The training can be both onsite and online based on customer's requirements and needs. We also provide a wide range of user documentation as well as an online user community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract ends, users will be able to extract their data. 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.
• End-of-contract process: At the end of a contract, numbers can - if required - be ported from RingCentral to another supplier following the standard industry process.
• Documentation accessibility standard: WCAG 2.2 A

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: RingCentral is a cloud based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. At RingCentral we highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral your users do not need to learn and relearn how to use the solution.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. RingCentral provides an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. RingCentral is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: "We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more."
• API: Yes
• What users can and can't do using the API: RingCentral provides an open API platform for businesses to build communications capabilities in the business applications and systems of their choice. More information available at https://developers.ringcentral.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With RingCentral, users can choose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice. As part of RingCentral's no code/low code/full code approach, further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code.

Scaling

• Independence of resources: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution RingCentral is highly scalable and provides service availability up to 99.999%.

Analytics

• Service usage metrics: Yes
• Metrics types: RingCentral provides full call log and call recording details as well as call costs in the online management portal. This is supplemented with powerful analytics for reviewing performance and aspects such as Quality of Service and MOS (Mean Opinion Score) values. We provide live reporting at an additional cost, which provides full live reporting capabilities allowing for wallboards based on queue, group, team or individual reporting.
• Reporting types:
  • API access
  • 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: RingCentral

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: RingCentral users will be able to easily export their data from the RingCentral online management portal.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • XLS

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: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. RingCentral guarantees up to 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. RingCentral invests in a world-class Network Operations Centre, which is monitored 24/7/365 by highly skilled engineers to support up to 99.999% availability.
• Approach to resilience: RingCentral’s architecture has multiple levels of inter & intra-redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows. In case of a local internet failure, all calls can fail over to mobile devices.
• Outage reporting: RingCentral’s network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms. RingCentral uses 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance): -Informational (take note, no direct action results) -Warning (watch and take action as needed) -Critical (immediately fix and/or escalate) -Service Outage (immediately fix and escalate) -Disaster (immediately fix and escalate through a live conference call regardless of day or time). RingCentral customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved. Service status can be checked at https://status.ringcentral.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Wavenet maintains stringent access controls by assigning unique user IDs with robust passwords, adhering to the latest NIST guidelines. Access by Wavenet employees is meticulously logged, including IP addresses, and is under constant monitoring by both IT and Security Information Event Management teams.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

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: Security is a crucial component of the RingCentral system. The security of RingCentral’s cloud services encompasses multiple layers and many components, from policies and methodologies to service architecture. Security capabilities and settings reside in the application and infrastructure layers, within the service delivery and operations processes, and the company’s security policies and governance practices. RingCentral is compliant with both SSAE16 SOC-1 Type II and SOC-2 Type II. RingCentral undergoes yearly security audits from third-party organisations to ensure high levels of security for data at rest, and during transmission. Additional information of our approach to security can be read at this link: https://www.ringcentral.co.uk/trust-centre.html#security
• 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: RingCentral’s network and application perimeter is protected with firewalls and session border controllers. 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.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability management approach RingCentral is continuously monitoring for threats to operational services with an infrastructure that incorporates Intrusion Detection Systems (IDS) and other defence in depth elements to monitor network activity for suspicious traffic and attacks. Threat intelligence is gathered from multiple sources, including CVE, and subject to the criticality, patches are deployed inline with RingCentral's policies.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our Network Operation Centre monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.
• 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: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

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: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: Thursday 18 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: United Registrar of Systems
• ISO 9001 accreditation date: Monday 12 August 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 39aabf05-4ab8-4ee7-adcd-3318af1f9d2f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6cc5c85d-03f1-446c-9e9d-7338dfb9f0ce
• Other security certifications: No

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

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

  • 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.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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

    • Plans for positive actions with community groups.

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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

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