VOXARO LIMITED

Voxaro Teams Contact Centre

Voxaro Teams Contact Centre is a cloud-native, omnichannel contact centre solution built for Microsoft Teams. Designed to enhance customer engagement & streamline operations, it offers advanced routing, real-time analytics, and seamless integration with Teams to deliver a unified experience. Supporting voice, and digital channels, Voxaro ensures scalability, resilience, and compliance,

Features

• Cloud-native – Secure, scalable, and resilient contact centre platform
• Teams integration – Native Teams experience for agents and supervisors
• Omnichannel routing – Voice, chat, email, and social handled seamlessly
• Intelligent workflows – Drag-and-drop editor and routing logic
• Skills-based routing – Distribute tasks based on agent skills
• Real-time dashboards – Live queue and KPI visibility
• CRM integration – Screenpops and data sync
• Supervisor controls – Listen, whisper, barge, override agent availability
• Role-based access – Granular permissions for admins, supervisors, agents
• High availability – Resilient Azure architecture with georedundancy and failover

Benefits

• Enhance customer experience – Deliver seamless interactions across channels
• Boost agent productivity – Teams interface simplifies daily workflows
• Improve first contact resolution – Connect customers to right agent
• Enable remote working – Access full contact centre functionality anywhere
• Reduce operational costs – Queue-based licensing model optimises spend
• Actionable insights – Real-time dashboards and PowerBI reporting improve decisions
• Ensure business continuity – Resilient Azure architecture guarantees high availability
• Simplify administration – Drag-and-drop workflows reduce configuration complexity
• Integrate with CRMs – Screen pops and automation streamline engagement
• Support scalability – Cloud-native design grows effortlessly with organisational needs

• Education pricing available
• Free trial 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 hello@voxaro.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

503930725265351

Contact

Voxaro Sales
0161 515 3930
hello@voxaro.co.uk

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Digital commerce
        • Digital commerce
      • Sales force productivity and management
        • Sales force productivity and management
      • Customer service
        • Customer service
      • Contact centre
        • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams and Microsoft Teams Phone
• Cloud deployment model: Public cloud
• Service constraints: Voxaro Teams Contact Centre is delivered as a resilient, cloud-native service hosted on Microsoft Azure with geo-redundancy and failover capabilities. Service performance depends on Microsoft Teams APIs, user permissions, and stable internet connectivity. Client-side hardware issues or restrictive security policies may impact functionality. Force majeure events and third-party service disruptions are outside standard coverage. The solution supports Teams voice and omni-channel interactions only, requiring appropriate Microsoft licensing and configuration. Non-Teams platforms and on-premise telephony are not supported.
• System requirements:
  • Requires Microsoft Teams with appropriate user and admin licensing.
  • Stable internet connection for recording and data transmission.
  • Microsoft 365 tenant with Teams Calling enabled.
  • Admin permissions to configure workflows and manage Teams integration.
  • Azure Active Directory for user authentication and access control.
  • No support for on-premise PBX or SIP endpoints.
  • Firewall must allow communication with cloud recording service.
  • Relies on Microsoft Graph APIs for presence and call control.

User support

• Email or online ticketing support: Yes
• Support response times: Standard response within 4 hours, 8am to 8pm Monday - Friday.; Additional options available for 24/7 cover.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Voxaro provides standard support via email, included at no extra cost. Support covers technical issues, configuration guidance, and service availability. Enhanced support options are available on request, including priority response and extended hours.; ; A Cloud Support Engineer is available for onboarding and troubleshooting. A Technical Account Manager can be assigned for enterprise customers requiring strategic guidance, subject to additional cost based on scope and engagement level.; Support hours are 9am to 5pm 7 days per week, with SLAs based on issue severity. ; Emergency support is available for critical service-impacting incidents.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Voxaro offers a streamlined onboarding experience with configuration support and user provisioning. Customers receive access to setup documentation and admin guides to configure recording policies and user roles. ; The service is easy to deploy and manage, with no hardware required. Formal training can be provided provided, the intuitive interface is designed for ease of use and accessibility. Additional onboarding assistance is available via support and consultancy channels.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documentation is provided in PDF format and designed for clarity and simplicity. While formal WCAG testing has not been conducted, the documents use readable fonts, structured headings, and minimal visual clutter to support screen reader compatibility. Users can access documentation via standard browsers and PDF readers that support assistive technologies.
• End-of-contract data extraction: At the end of the contract, users can securely export their data and audit logs via the Voxaro Teams Contact Centre admin portal. Data extraction is supported by role-based access controls to ensure secure handling. Final reports and confirmation of data deletion are available upon request. Customers are advised to complete data export before access is revoked.
• End-of-contract process: At contract end, users can export data and audit logs via the secure portal. Data is provided in standard formats for easy transfer. Access is revoked after data extraction, and deletion is confirmed upon request.; Included in the contract price:; ; Access to the admin portal; Standard support and SLA coverage; Secure data export tools; ; Additional costs may apply for:; ; Extended data retention beyond contract term; Custom extraction services or bulk data handling

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• Description of service interface: Voxaro provides a secure, web-based portal for configuring workflows. The interface supports role-based access, allowing administrators, compliance officers, and supervisors to manage permissions and view activity. No software installation is required; access is via browser.
• Accessibility standards: None or don’t know
• Description of accessibility: Voxaro Teams Contact Centre Admin is accessible via a secure, browser-based portal with no software installation required. It supports major browsers and is usable on desktop and mobile devices. Role-based access ensures users only see relevant data. The interface is designed for clarity and ease of use, with support for screen readers and keyboard navigation.
• Accessibility testing: No formal testing has been conducted with assistive technology users. However, Voxaro Teams Contact Centre Admin is built as a modern, standards-compliant web application designed to work with current browsers and accessibility tools. The interface supports keyboard navigation and screen readers, and follows best practices for usability and clarity.
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Users can allows to manage Teams Contact Centre Users, Services, and License contingencies. ; ; Setup and Changes:; Users can configure users, services and manage license allocation through the API.; ; Limitations:; The API does not support full service provisioning or policy configuration.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise Voxaro Teams Contact Centre extensively through its intuitive configuration tools. Administrators and service owners can tailor call flows, IVRs, announcements, opening hours, and routing logic using the drag-and-drop Workflow Editor within Nimbus. Skills-based and responsibility-based routing can be configured to optimise task distribution, while custom wrap-up codes, not-available reasons, and queue settings can be defined for reporting and operational control. Supervisors can adjust agent availability, override profiles, and manage live queues directly in Teams dashboards. Role-based access ensures only authorised users, such as admins, supervisors, and team owners, can make changes. Additionally, integrations with CRM systems and automation via Microsoft Power Automate allow further customisation of workflows and data handling without coding.

Scaling

• Independence of resources: Highly scalable platform, built in a multi tenant model and evolving according to the number of provisioned users and customers. Guaranteed by Service Level Agreement.

Analytics

• Service usage metrics: No

Supplier type

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Luware UK Limited

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
• 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: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can securely export their data and audit logs via the Voxaro Teams Contact Centre admin portal. Data extraction is supported by role-based access controls to ensure secure handling. Final reports and confirmation of data deletion are available upon request. Customers are advised to complete data export before access is revoked.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Xml
• Data import formats:
  • CSV
  • Other
• Other data import formats: Xml

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: Voxaro Teams Contact Centre, powered by Luware Nimbus, guarantees a 99.99% service availability SLA, reflecting Luware’s investment in a highly stable, reliable, cloud‑native platform. This uplift from the previous SLA demonstrates Luware’s confidence in its operational maturity and its ability to maintain consistent uptime for critical contact centre workloads. ; ; This guaranteed level of availability is underpinned by several architectural and operational measures. Luware employs automated scaling and dynamic load balancing, ensuring system resources expand or contract based on real‑time demand, preventing overload and distributing traffic evenly across the platform. In addition, the service is continuously safeguarded through proactive, real‑time monitoring, enabling potential issues to be identified and resolved before they impact service availability.; ; If the platform fails to meet the guaranteed availability levels, customers are compensated in accordance with the Voxaro Service Level Agreement.
• Approach to resilience: Voxaro Teams Contact Centre, powered by Luware Nimbus, is designed with a strong focus on resilience, service continuity, and operational robustness. Luware has increased its Service Level Agreement from 99.9% to 99.99% availability, reflecting a mature, highly stable cloud architecture engineered to maintain consistent performance even during periods of high demand. ; ; Service resilience is achieved through a multi‑layered approach. The platform incorporates automated scaling and load balancing, enabling system resources to adjust dynamically in response to fluctuations in call traffic. This prevents overload conditions and ensures that demand is evenly distributed across the service infrastructure.; In addition, Luware employs proactive, real‑time monitoring of system health and performance. This allows engineering teams to identify and remediate potential issues before they affect service availability, significantly reducing the risk of outages or degraded performance. ; ; Luware also invests continually in cutting‑edge cloud technologies and infrastructure enhancements, ensuring that the platform remains resilient against failures and aligned with industry best practices for reliability.
• Outage reporting: Voxaro Teams Contact Centre reports service outages via email alerts to registered administrators. Users can also access system status and performance metrics through the public dashboard; ; API access is available for retrieving system health and monitoring data.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Voxaro Teams Contact Centre, provided by Luware Nimbus, enforces strict access controls across management interfaces through multi‑factor authentication and role‑based access, ensuring users only receive permissions necessary for their role. Access activity is continuously monitored using Entra ID login logs and Azure Sentinel, enabling detection of unusual or unauthorised actions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: Voxaro Teams Contact Centre, provided by Luware Nimbus, follows a rigorous security governance framework built on certified, independently audited controls. Luware is a SOC 2 Type II and ISO 27001 certified SaaS provider, ensuring robust information security management across all processes. Governance is enforced through multi‑factor authentication, role‑based access controls, and continuous monitoring via Entra ID and Azure Sentinel. Strong operational security is maintained through secure development, patching, threat‑prevention policies, and structured incident response. Business continuity is supported by defined risk management programmes and resilient Azure‑based hosting.
• Information security policies and processes: Voxaro Teams Contact Centre, provided by Luware Nimbus, follows formalised information security policies aligned to SOC 2 Type II and ISO 27001, ensuring a controlled, auditable security framework across all operations. Policies cover authentication, role‑based access control, continuous monitoring via Entra ID and Azure Sentinel, and strict operational security baselines, including secure development, patching, threat‑prevention, and incident response procedures. Business continuity processes ensure risks are identified and managed through defined governance programmes.; ; Security governance is overseen by a designated compliance lead, with reporting lines into senior management. Policies are enforced through role-based access, multi-factor authentication, regular audits, and automated monitoring. Staff are trained on security protocols, and incidents are managed via a formal response process. Azure’s infrastructure provides additional safeguards including threat detection, patching, and resilience.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Voxaro Teams Contact Centre, provided by Luware Nimbus, follows defined configuration and change management processes under Luware’s operational security framework. Luware enforces strict change control procedures, ensuring all modifications are evaluated, approved and implemented in a controlled manner. Changes undergo security‑focused assessment through Luware’s threat‑prevention policies, secure software development practices, patching processes, and incident response mechanisms, ensuring any potential security impact is identified and mitigated.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Voxaro Teams Contact Centre, provided by Luware Nimbus, manages vulnerabilities through Luware’s established operational security baseline, which includes secure software development, patching, threat‑prevention policies, and structured incident response to assess and mitigate potential threats. Patching is embedded within Luware’s ongoing operational security and roadmap processes, ensuring timely remediation of identified issues.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Voxaro Teams Contact Centre, provided by Luware Nimbus, uses continuous protective monitoring through Entra ID login logs and Azure Sentinel, which acts as a centralised logging and detection system to identify potential compromises or unusual access activity. Identified issues are handled through Luware’s incident and security incident response processes, ensuring appropriate alerting, investigation, and remediation.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: Yes
• Incident management approach: Voxaro Teams Contact Centre, provided by Luware Nimbus, follows defined incident and security incident response processes designed to ensure appropriate alerting, investigation, and remediation when issues occur. These processes form part of Luware’s broader operational security framework, which includes threat‑prevention and secure development practices.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Voxaro offer a 30‑day trial covering the full core service to allow organisations to evaluate functionality. Premium integrations, compliance add‑ons, and advanced reporting are not included.

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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: MSECB
• ISO/IEC 27001 accreditation date: Monday 13 January 2025
• What the ISO/IEC 27001 doesn’t cover: The call recording platform we resell is fully covered by a ISO 27001 certification. The managed service wrap which we offer falls outside of that.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • MiFID II
  • HIPAA
  • SOC 2 Type II accredited

Social value

• 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
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
• 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
  • 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

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