NewVoiceMedia Limited

Vonage Business Communications

Vonage Business Communications (VBC) activates conversations across voice, team messaging, video/voice conferencing and more, providing a unified communication experience with elevated Quality of Service. VBC improves employee productivity and anywhere working, via innovative Mobile and Desktop applications, along with Innovative integrations with leading CRM providers increasing your business productivity.

Features

• Feature rich 'Cloud' telephony service for inbound and outbound calling
• Innovative and inclusive Video & Voice communication with every plan
• Multi-channel team collaboration, anywhere, across chat, messaging, integrated file sharing.
• Flexible working: Office, Home, Remote, via Mobile, Computer Desktop, Phone.
• Advanced Features: Call Recording, Visual Voicemail, Receptionist Console, Smart Numbers
• Tailored reporting: individuals, teams, call queues, call groups, entire organisation.
• 50+ Features: Interactive Voice Response, Call Forward, Hunt Group, Voicemail
• Seamless integrations with leading SaaS providers and open APIs
• Intuitive and straightforward self-service user and administrator portals
• Retain numbers and change the outbound numbers you displayed

Benefits

• Supports and promotes the Public Sector Cloud First strategy
• Vonage enables your digital transformation; unlocking, flexible, agile working.
• Easy user experience: user friendly across all devices and apps.
• Productivity improvements, via intuitive, collaborative voice, video and participation solutions.
• A very scalable platform, enabling growth as your organisation requires.
• Enhanced productivity utilising hunt groups, IVR, to find employees quickly
• Performance management: Call recordings, call details and improve employee training.
• Ability to seamlessly transition from office model to remote working
• Provides a more substantial collaborative experience for remotely-based employees
• Increase pick-up rates with local presence, regardless of location.

£7.20 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 martin.harris@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

515822986444423

Contact

Martin Harris
07500 333471
martin.harris@vonage.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Service metrics are available in the Admin user dashboard. The data provided includes information relating to Service Availability, Service Restoration, Service Maintenance, Service Degradation and Service Disruption. These metrics are available for Features Mobile, Online Account and Voice.; ; Support is provided during standard business hours with typical support provided from 8am-8pm Monday-Friday. 365/24/7 support is available at additional cost via our support packages on the pricing documentation.
• System requirements:
  • Broadband Internet Access.
  • Windows 7, 8, and 8.1 (64 bit) for desktop app,
  • MacOS 10.10 and higher (64 bit), for desktop app,
  • Browser requirements for Desktop App.: Chrome, Firefox. preferred
  • 3G / 4G / 5G Wifi for Mobile App usage
  • Iphone iOS 10 or higher for Mobile App.
  • Android based phone 5.5 (lollipop) of higher for Mobile pp.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Vonage offers the following support for customers over 500 users on the platform:; 24/7/365 Phone/Web Case Support.; Priority 1 Cases responded to in 30 minutes; Priority 2 Cases responded to in 1 hour; Priority 3 cases responded to in 1 business days.; P1 - Critical business impact, a large number of employees unable to work. Call plan not reachable, agents cannot make calls or use the product. For P1 cases, please call our Support Team after submitting a case. ; ; P2 -Significant business impact, a moderate number of employees affected. Intermittent issues with calls or product functionality. ; ; P3 - Other faults.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Vonage provides all support via our own engineers and support desk across all Tiers including tiers 1 2 and 3, as Vonage is the core vendor for this platform. For implementation and additional projects Vonage provides onsite support via our professional services team, at additional cost. Ongoing day-to-day support cases are handled remotely and is included within the support packages in the pricing documentation. Vonage also offers community hub access free of charge for all customers providing full visibility of all past cases and providing updates on your latest case. Our support team are contactable by phone, email, web-case and web-chat.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Vonage provides onsite and remote training supported by online materials such as training videos, documentation as well as access to our customer portal. The portal has videos, articles and access to our Community Consultants who can support customers with post deployment training needs this is free of charge for simple requests. More complex changes may require professional services which is chargeable at the rates on our SIFA rate card.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers have the ability to download reports via CSV and call recordings can also be downloaded from the platform
• End-of-contract process: Customers have the ability to port numbers away from the Vonage service at no charge at the end of the contract. Customers can also continue to forward calls from Vonage but there is a call forwarding charge like a normal call charge. The customer has the choice of either option and we will fully support the customer in either case.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Vonage Business Communication desktop and mobile app offers all-in-one communications that is easily adopted by the workforce, making it easier to communicate across regions and enhances customer experiences. Customers and employees demand greater flexibility in choosing their preferred channels and devices, which includes calling, messaging, and video conferencing and doing it all at their desk or on their mobile device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface accessible to users includes Bowser Desktop Software and App access. The Vonage interface includes access to Voice Video Messaging, Voicemail access, Contacts listing, Receptionist Console, My Apps, Reports and Admin and settings shortcuts. Users can access Vonage Business Cloud via a Browser for all deep administration functions and user functions excluding Extension and PSTN calling ability. The Vonage Business Cloud App on iOS and Android allows users to access all functions bar those listed under Question 32. A full function list and description is avaiable at- https://businesssupport.vonage.co.uk/center?topic=Features_Settings_3
• Accessibility standards: None or don’t know
• Description of accessibility: The Vonage agent and administration services are accessed via a supported web browser. Users require an active internet connection to access the application and softphone services. Vonage can work with third party accessibility services to support with accessibility options for web browser based applications and call applications. E.g. Users within Salesforce CRM alongside Vonage can benefit from using Salesforce accessibility mode.
• Accessibility testing: To date, Vonage have not conducted interface testing with users of assistive technology. Vonage can work with users of assistive technology on a case by case basis. Vonage can work alongside third party accessibility solutions to deliver accessibility requirements.
• API: No
• Customisation available: Yes
• Description of customisation: Admins can customise- Users includes create delete bulk edit. Extensions change extension number, change associated user, change associated ddi, add call continuity number, enable disable call screening,change outbound Caller ID. Line Appearance, shared line appearance, busy lamp field. Phone Numbers remove from use change caller id. Virtual Receptionist delete duplicate manual override edit. Call Groups create delete. Paging Groups create delete. Call Queues create delete change hold music. prompts frequency of announcements name greetings, Agents assigned to queue, assigned telephone numbers. On Demand Call Recording settings, recording settings e.g. associated users. Company Wide call recording settings, record all / some calls inbound outbound audible beep announcements/disclaimer. Call Monitoring associated extensions to monitor disclaimer settings. Call Blocking settings e.g. International calls. PBX Settings, eg Time Zone Hold music Ringtone Caller ID display. Message Settings toggle on off. Dashboard settings show extensions and/or caller ID . Users can customise- Call settings Message settings, Notifications, Audio settings, Extension settings e.g. Call Continuity elements, Call Screening, Call Waiting, Call Blocking, Call Forwarding, Device setup, Voicemail and Web Launcher settings. Through the VGIS Integration platform we can provide integrations for multiple CRM packages including Salesforce Hubspot, Bullhorn, Dynamics 365, Google, Netsuite, Office 365, Sugar, Zendesk

Scaling

• Independence of resources: Leveraging AWS infrastructure, the Business Cloud system is fully scalable. This ensures that as your business grows, the Business Cloud grows with you. Our elastic system and ease of use allows you to add the components that you need, when you need them from an easy to use Admin Portal. The best news is that there is no capacity threshold. Our services run at less than 45% capacity, turning up additional servers and clusters automatically.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are available in the Admin user dashboard. The data provided includes information relating to Service Availability Service Restoration Service Maintenance Service Degradation and Service Disruption. These metrics are available for Features Mobile,Online Account and Voice.; ; Reporting metrics for calls also include: total calls, average talk time, total talk time, call duration, most active user, missed calls, call queuing, agents logged in, average wait time, calls waiting, calls connected.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Call recordings can be exported as MP3 files. Contact information can be exported in CSV format.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We do not provide an SLA guarantee given we do not provide the connectivity. 99.999% is available in conjunction with purchasing an SD WAN solution.
• Approach to resilience: Leveraging AWS infrastructure, the Business Cloud system is fully scalable. This ensures that as your business grows, the Business Cloud grows with you. Our elastic system and ease of use allows you to add the components that you need, when you need them from an easy to use Admin Portal. The best news is that there is no capacity threshold. Our services run at less than 45% capacity, turning up additional servers and clusters automatically.
• Outage reporting: Service metrics are available in the Admin user dashboard. The data provided includes information relating to Service Availability Service Restoration Service Maintenance Service Degradation and Service Disruption. These metrics are available for Features Mobile,Online Account and Voice.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is secured with username and password including the ability to enforce configurable password complexity. Single Sign on is available and can be mandatory for all users apart from nominated supervisors; ; The platform is completely permission based so depending on your user type - management interfaces can be restricted.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 19/6/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Certifications cover the following services: Call Processing, Call Recording, Voicemail, Voice-to-Text, and Paperless Fax
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • HiTrust
  • AICPA SOC 2 Type II

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: IT-100 Backup and Recovery,; IT-101 Software Procurement & License Compliance,; IT-102 Remote Access,; IT-103 Change Management,; IT-104 Information Security,; IT-105 Access Management,; IT-106 Patch Management,; IT-107 Anti-Virus,; IT-108 Acceptable Use,; IT-109 Password,; IT-110 Clean Desk,; IT-111 Risk Assessment,; IT-112 Network Security,; IT-113 Physical Security for Information Resources,; IT-114 Security Testing,; IT-115 Key Management,; IT-116 Security Monitoring,; IT-117 Cardholder Data Retention and Disposal,; IT-118 Data Center Access,; IT-119 Encryption,; IT-120 Product Development SDLC PCI Compliance,; IT-121 Linux Laptop Desktop,; IT-122 Social Media,; IT-123 Mobile Device Security,; IT-124 Cloud Computing Services,; IT-125 IT Asset Purchase,; IT-126 Security Training,; IT-127 Security Audit,; IT-128 Production Release,; IT-129 Security Exception Policy and Process,; IT-130 Information Asset Protection Policy,; IT-131 Golden Image Policy,; IT-132 Media Handling Policy,; IT-133 Information Security Management System Roles and Responsibilities,; IT-134 Legal Hold Policy and Process,; IT-135 Vulnerability Management Policy,; IT-136 Vendor - Third Party Assurance Policy and Process,; IT-138 Transmission Security Policy And Process,; IT-139 Business Continuity - Disaster Recovery, ; LW-112 Information Classification,; LW-100 Records Management.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Vonage has configuration and change management policy and procedure. All changes to the production environment are reviewed by the change control board prior to being deployed. Changes are tested and before being implemented and monitored post implementation. All systems follow a configuration standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: All production and development environments are scanned on a regular basis using the Tenable Nessus vulnerability scanner.; ; Active subscriptions to the vulnerability feed, from Tenable, will be maintained as the main source of vulnerability information.; ; These vulnerabilities are logged in Jira, where remediation tickets are created for each vulnerability, team/owners assigned to the tickets ; Regular penetration tests are also performed, the results for which will be analysed and added to the VQ Jira project.; ; In addition, we subscribe to mailing lists from (SANS, CENTOS, MS, CISCO, Full Disclosure, vmware, SecurityFocus Bugtraq ) for vulnerability awareness.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Vonage 's Monitoring function has the follow policies in place; Vulnerability and Alert Management Procedure; Security monitoring policy, Daily review of the logs, real time alerts are raised, there is 24/7 system monitoring and support available to resolve the issues
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Ensure timely identification of potential information security incidents, events and weaknesses; • Identify and implement corrective actions; • Identify non-conformities and their causes; • Reduce the causes of non-conformities in the Information Security Management System to prevent recurrence; • Review corrective and preventative actions taken and inform Customers that may be at risk; • Incase of a confirmed breach, timely customer notifications inline with local data protection regulations(GDPR, HIPPA)

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Within the Vonage offices, we operate a strict recycling programme to minimise waste and support sustainability. Initiatives include Site level management of energy (auto switch off LED lighting for eg), reduction of travel needed and effective waste management.; ; Our business and solutions are geared up to support remote working and we practice this as much as possible within our internal teams. ; ; Vonage offers a fully Cloud Based service and doesn’t develop physical equipment. Vonage hosts its Software in AWS datacentres. Please refer to https://www.aboutamazon.com/planet.; ; We are constantly reviewing and have initives in place to enhance our existing plan.

  Equal opportunity

  Vonage has a Diversity, Equality & Inclusion Board, chaired by our Chief HR Office and run by senior leaders. In addition we have a number of ERG's focussing on specific issues and groups.; ; Women's Leadership Initiative started in 2019 for Sr Directors for community, training, and advancement. We have also participated in schemes such as the 1% pledge from Salesforce where either 1% of time, product, Equality & Profit is donated to charitable causes. https://pledge1percent.org/.; ; Full documentation can be found here: https://www.vonage.com/careers/life-at-vonage/inclusion-and-fairness-at-vonage/.

Pricing

• Price: £7.20 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Vonage offer a one-week free trial for internal testing of the solution on a mutually signed success criteria basis. Vonage will provide access for up to 5 licences and receive training and guidance from our solution engineering team. We can offer daily calls to support users. To access email martin.harris@vonage.com

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 martin.harris@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.