EXCHANGE COMMUNICATIONS INSTALLATIONS LIMITED

storm CONTACT provided by Exchange Communications

Exchange have entered into a strategic UK partnership with Content Guru, a UK headquartered CC provider to feature on the 2025 Gartner Magic Quadrant for CCaaS. storm CONTACT is a multi-channel Contact Centre as a Service solution for inbound and outbound interactions.

Features

• True Cloud provided in multi-tenanted platform
• Delivered via a monthly license cost model
• Delivered over carrier grade, high-availability and Geo-redundant data centres
• Architected to 99.999% core availability
• 100% browser-based accessible via any major browser
• Mobile working with native Apps for Android, iOS, macOS, Windows
• Seamless Microsoft Teams integration
• Modular and flexible providing value-added service to any size business
• Award winning Gartner recognised CCaaS
• Fully UK based and housed

Benefits

• Easier roll-out, increased control, automatic updates, built-in business continuity
• Modular, scalable, pay-as-you-grow model that provides the ultimate flexibility
• Home/Mobile workers enjoy same call benefits as office-based workers
• Calling from multiple devices, including office/home phone, business/personal mobile, anywhere.
• Easy management, setup and configuration from intuitive UI Admin portal
• Additional users or functionality can be added quickly
• No on-going maintenance charges or software upgrade costs
• Fully Omnichannel - voice, SMS, email, webchat and social
• Social includes Facebook, Instagram, X, WhatsApp, Viber, Line, Trustpilot, Google

• 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 bids@exchangecommunications.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

520578149608573

Contact

David Morse
0141 776 8859
bids@exchangecommunications.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: Exchange Communications 1CloudTalk Telephony powered by Avaya
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime.
• System requirements:
  • Internet Access
  • Multiple modular licence options
  • Seamless integration with MS Teams
  • Single pane of glass browser based app
  • Drag and drop automated workflow creation tool
  • Intelligent Automated Contact Distribution
  • Flexible multi-channel routing and queuing
  • Flexible inbound number management and outbound campaign module
  • Always on or on-demand Call recording
  • Real-time and historical reporting

User support

• Email or online ticketing support: Yes
• Support response times: We acknowledge receipt within 1 working hour and all questions are responded to within 4 working 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through our current website a user can initiate a web chat, leave a message or request a call back
• Web chat accessibility testing: Current website being upgraded
• Onsite support: Yes, at extra cost
• Support levels: Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process ; Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays ; Gold - As per Silver level 2 except 24x7x365 excluding public holidays Price per annum - 1; All clients receive a named service desk contact and primary expert engineer. Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Selecting Exchange Communications as a preferred telephony/communications systems provider is the start of a long-term partnership. The primary objective of this partnership is to maintain our clients’ systems to their optimal performance level, and to help provide a first-class service to their customers and staff. During the implementation stage a Communications Plan is developed as part of the Project Plan detailing which communications are appropriate, frequency, purpose, owner and target audience. Regular review meetings are also arranged at different stages of the implementation to ensure the project is running smoothly and the client is happy with the progress made. As part of the implementation phase we are able to offer online or on-site training speciifc to the client including full user documentation. Once the service is live, we believe that communication remains vital. Our standard approach for communication and client engagement requires three primary forms of engagement: • Account Management - responsible for the day to day account relationship, providing a consistent and informed point of contact • Solution Management - responsible for product and service design and emerging market technology. • Service Management responsible for all aspects of service performance, reporting and support within the Service Support Centre.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data themselves using their storm logins for reporting CDR data (using storm VIEW - into formats such as CSV, XLS and PDF) and interaction recordings (using storm RECORDER - into formats such as MP3/4, WAV, MKV, CSV, WebM). However, all data can be manually extracted by storm's engineering team and delivered to the customer at the end of the contract, should this be required.
• End-of-contract process: This varies based on the contract. Services can be decommissioned as part of the agreement, and there may be additional costs involved in decommissioning or transferring to other systems subject to the pre-agreed exit provisions. All customer data (CDRs and Recordings) and configuration will be available to clients with appropriate storm logins and can be downloaded by those with appropriate user rights.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Not Applicable

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Storm DTA is an intuitive online agent desktop, that is browser agnostic. DTA allows agents to respond dynamically to voice calls, emails, SMS messages, social media messages & web chats using a single intuitive interface. Caller information pulled from proprietary or third-party systems can be displayed, allowing agents to greet customers personally. For voice calls, an agent script can be displayed on screen to help agents speak to callers in a consistent manner. Users can make & receive voice calls via any device - an IP endpoint, a PSTN device, or the DTA Web iPath (softphone).
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: A range of storm modules now meet the most up-to-date version of Web Content Accessibility Guidelines (WCAG) version 2.2, the highest internationally recognized standard for web content accessibility, including for users with auditory, cognitive, physical and visual impairments or difficulties.; The new accessibility updates, which are designed to improve productivity and accessibility for contact center workers, especially those with disabilities, meet all WCAG 2.2 requirements to level AA. Products covered include storm DTA. WCAG 2.2 AA compliance features are designed to meet a wide range of accessibility requirements, including keyboard navigation, high contrast ratio, corresponding and distinct color and iconography, support for screen readers, and responsive screen and text behavior without loss of functionality.
• API: Yes
• What users can and can't do using the API: API documentation can be provided covering all elements of the storm solution. Documentation outlines all SOAP and REST APIs available.; API 'key' is required per customer.; Bespoke and off-the-shelf API's are available, subject to agreed specification.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Features and functionality can be fully customised, either by using the FLOW tool to amend service flows (by the user), or by bespoke development

Scaling

• Independence of resources: As Europe’s largest cloud-based Communications Integration platform, storm provides users with access to massive capacity. The platform can be scaled to accommodate services for any size of business. With sufficient capacity to accommodate in excess of 150,000 additional users, live storm services can be instantly scaled up when required without impacting service for other users.; storm provides user organisations with access to an effectively unlimited number of ports in the cloud, with the platform able to accommodate tens of thousands of simultaneous calls across TDM and VoIP, with a voice capacity in excess of 60 million minutes per day.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully flexible and customisable real-time and historical reporting across any channel within the platform, with real-time notification alerts on service performance, trend analytics and service levels. Recording and Screen Recording capabilities with transcription and speech analytics alongside scorecards and associated reporting. Example service metrics include: - Average speed to answer - SLA % (configurable) - Average handle time - Real-time queue metrics (e.g. number of calls in queue, wait time, abandoned number, etc) - + many more. The following service metrics are available via regular service reviews: - Service Availability - Ticket review and analysis - MoS scores
• 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: Content Guru storm platform

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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: Managed by a third party
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export all data via the VIEW reporting dashboard. VIEW has the facility for manual exports or for regular exports via FTP or email, and can be used to extract multiple different areas of data based on customisable criteria such as time periods.; Recordings can also be imported / exported via .WAV file format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .WAV
  • API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .WAV
  • 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:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The proposed storm platform is wholly owned by Content Guru with all components of the platform being fully delivered in house with no reliance on any third parties. Content Guru are a UK critical National Infrastructure provider, hence have architected the platform to deliver 99.999% core platform availability, delivered from two highly available active/active data tier three data centres.
• Approach to resilience: The storm platform is maintained across multiple secure data centre sites in every territory where it is deployed to provided optimum availability and resilience. To this end, it is of paramount importance that all data centre sites and the data stored therein is synchronized. All constituent data centres supporting the platform are connected by resilient 1GB links, which are continuously subject to monitoring. All data centres and servers are kept in active-active configuration, with the resilient connections between them enabling the ongoing synchronization of all services and data. Furthermore, the storm platform is certified under ISO22301 - Business Continuity Standard alongside the following security certifications: - SOC 2 Type 2 - ISO27001 - ISO27701 - Cyber Essentials Plus - TICKIT Plus
• Outage reporting: We have an automated email alert system to report any outages

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: The storm platform administrator licences access admin privileges. As with all users, these require RSA-secured login, storm's two-factor authentication, or Single Sign On (SAML2.0 based). Administrator seats are assigned to named users. Supervisors can be given restricted access to above-standard features, and this is fully-configurable by administrators. All user access and changes to the platform are auditable.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)

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 contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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: Exchange are working towards ISO27002 certification although the storm CCaaS solution is delivered in compliance with ISO 27001 type principals s well as Cyber Essentials Plus Scheme (CES) certification - PCI-DSS Level 1 - SOC 2 Type 2 - ISO27701 - ISO22301
• Information security policies and processes: As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act. Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Ewen Edward-Smith ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes. Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The storm solution is completely browser-based & allows self-serving through a secure, highly intuitive and user-friendly interface which provides clients with full control & autonomy if required, where administrators can build &/or modify the entire contact centre via industry standard two-factor authentication. Administrators will be able to manage agent, agent groups, queues, skills & rules, number & access point management, as well as full control on reporting, recording & service creation of workflows including:; • INBOUND number management; • Disaster recovery; • Time of day routing; • Access point groups; • Multiple onward routing; • Call recording
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: An approved third party scanning vendor performs internal and external vulnerability scanning to the service. Based on the information provided on a regular basis by the third party, the storm security team review and action the necessary patching. All patches are tested in the lab environment prior to live roll-out. Frequency of deployments are based on criticality of patches and schedule of planned work.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The storm platform is monitored continuously day and night, on a 24/7 basis. The processes include interrogation of data logs and real-time alerts based on system performance. Potential compromises are actioned immediately by the support team, using established processes.
• Incident management type: Supplier-defined controls
• Incident management approach: As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.
• 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: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Assurance UK Limited
• ISO 9001 accreditation date: Tuesday 18 June 2024
• What the ISO 9001 doesn’t cover: All sites and all companies wihtin the Exchange Communications Group are covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 05098da5-a6ac-4900-ac4d-6306162a0ffa
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3aaf213c-8639-49c4-becc-903367fa4919
• Other security certifications: Yes
• Any other security certifications: ICO registration - ZB081986

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 or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • 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
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • 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

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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