Babble Ltd

VOIP system

Babblevoice is a VOIP phone system designed specifically for todays primary care practice. 5 key systems are delivered, in one simple, cost-effective solution. It's an easy to use phone system providing a patient access module to free up reception time. Reporting improves patient satisfaction whilst call recording allows improved training.

Features

• Fully hosted, cloud based telephone system designed for health industry
• Full desktop management of your phone system
• Fully integrates with medical records (EMIS & SystmOne)
• Patient access module - appt automation
• Call recording
• Reporting suite
• Simple self management of calls
• Dedicated, customer support
• No minimum contract
• Day/date checking within rules

Benefits

• Easy to use
• Frees up reception time
• Frees up doctors time
• Virtually unlimited concurrent calls
• Reduced call queues
• Improved patient satisfaction
• Improved training
• Reduced costs

£0.01 a unit a minute

• 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 info@babblevoice.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

531695544804809

Contact

Antoine Lever
01442 299280
info@babblevoice.com

Service scope

• Service constraints: There are no current service constraints
• System requirements:
  • RAM - Required at least 1GB
  • Processor load - Required at least 1GHz
  • Disk requirement For installation - 100MB for the installer
  • Disk requirement for operation - 500MB
  • Screen resolutions - At least 800 × 600
  • For the software without a phone at less than 5kbps
  • RAM CPU min req for Windows 7 in 32-bit
  • All browser versions supported

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: There is an automatic email response sent on receipt of email submission.
• User can manage status and priority of support tickets: No
• 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: There are no limitations on support provided. All support is provided equally and fairly.; All off-site support and training are provided free of charge. ; When on-site support is required: for medium to large jobs, we charge £125 + VAT per hour or £750 + VAT per day. For smaller jobs, this is quoted per hour and is dependent on resources that will be involved. We provide an account manager and dedicated engineer from our IT team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We carry out several step in the set up process. This is dependant on customer needs and requirements; * Email chat ; * Online meetings as required; * Onsite installation and training; * Free online training. ; *Manual
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can extract their data using our web console or our API.
• End-of-contract process: There are no exit fees. Any service which incurs a regular fee will be terminated when the customer requests it to be stopped.

Using the service

• Web browser interface: Yes
• Using the web interface: Easy to use phone system, patient access module to free up reception time, Babblevoice desktop for users, fully integrated with medical records, Reporting to improve patient satisfaction, Call recording to allow review for training. Docs for training/information re; babblevoice.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Users should be able to zoom in on things on our website by up to 300% without the test spilling off the screen and navigate our website using just a keyboard.; We have made the text as simple as possible to understand.; The images on our website do not have [alt] attributes and there is not always sufficient contrast ratio between background and foreground colours.
• Web interface accessibility testing: None.
• API: Yes
• What users can and can't do using the API: Anything that can be done in our console, desktop or Vibes can be accomplished using our API.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats: HTML
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: We continually monitor our infrastructure usage and manage workload.
• Usage notifications: Yes
• Usage reporting: API

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics:
  • Historic call statistics
  • Live statistics
  • Queueing statistics
  • Agent statistics
  • Call pathway statistics
  • Live queue
  • Live agent
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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 CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: All data is encrypted at rest using SSE-S3 Advanced Encryption Standard (AES) with 256-bit
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Databases
  • Call records
  • Files
• Backup controls: The customer does not have involvement in controlling backups, this is an automatically backed up system.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: All users of a public phone service i.e. PSTN are not encrypted
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: All users of a public phone service i.e. PSTN are not encrypted

Availability and resilience

• Guaranteed availability: Reporting and Communication; Clients report via email or phone.; Contact details are available on our website.; Our helpdesk is staffed Monday to Friday, 8 am to 6:30 pm.; Outside of these hours, we monitor our service and respond accordingly.; Phone calls to our helpdesk are typically answered in under one minute.; ; Priority Levels; Guidance: Non-urgent issues, general help, and guidance.; Normal Priority: Moderate impact on operations.; High Priority: Significant impact on operations.; Critical Priority: Severe impact on operations.; ; Response and Resolution Times; Guidance: Help and guidance ongoing.; Normal Priority: Response within 12 hours. Resolution within 3 working days.; High Priority: Response within 1 hour. Resolution within 2 working days.; Critical Priority: Response within 15 minutes. Resolution within 8 working hours.; ; Exceptions; Not applicable for force majeure, client actions, 3rd parties, or scheduled maintenance.; ; Performance Monitoring; Subject to periodic review and adjustment.; ; As payment is made per call, when the service is down babblevoice will not receive call payments.
• Approach to resilience: Available on request
• Outage reporting: Once we are alerted to any outage, these will be communicated to the customer as necessary by email or phone call.

Identity and authentication

• User authentication:
  • Identity federation with existing provider (for example Google apps)
  • Other
• Other user authentication: OAuth Bearer token can be used on our APIs.
• Access restrictions in management interfaces and support channels: Support is provided through an email system through a known email address or the user having identified themselves using identifying data from their account.; User authentication in management interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• 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: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 15/10/2020
• What the ISO/IEC 27001 doesn’t cover: There are no restrictions
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: NHS DSPToolkit

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: ISO27001.; NHS DSPT; NHS DTAC; CE; All company policies are audited annually, and the Compliance team communicates regularly with the Directors and other Managers within the company and provides feedback once the audits have been completed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have an internal process to manage and patch all servers.; Annual PEN testing is completed in line with the NHS DSPToolkit.; Internal agile development process.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We receive threat information received from NHS Digital which is acted upon accordingly.; We use a proactive monitoring service.; Routine server updating.; Annual PEN testing.; Speed of patches deployed is dependent on the level of threat (from immediately onwards).
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Third party monitoring tools plus annual PEN testing. Potential compromises are reviewed by the technical director and prioritised appropriately. Incidents are dealt with depending on severity with high severity threats being dealt with immediately.
• Incident management type: Undisclosed
• Incident management approach: The helpdesk have a process for dealing with user issues of all priorities.; Users report incidents by contacting the helpdesk either via email or phone. Incidents are then responded to as per our SLA.

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)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: We are migrating all our services into AWS who support the European Green Deal and the European Data Strategy to make EU data centres climate neutral by 2030.; We are also working to deliver more energy efficient usage whereby extra resources are switched on as required. As part of this we will aim to calculate our carbon usage within the next year.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our policy is to drive down energy usage as much as possible. This is work in progress, and we currently have six sustainability pledges:; We commit to contributing to a Greener NHS; We ensure all decisions around cloud hosting prioritise sustainability and environmental impact; We select suppliers and partners that share our sustainability ethos; We commit to supporting our customers in primary care to make energy savings; We select components and make technical design decisions that prioritise sustainability and energy efficiencies; We dispose of hardware with sustainable considerations

  Covid-19 recovery

  We remain flexible in allowing staff to work from home where required and babblevoice continues to improve patient access by:; building software ergonomics into babblevoice's design, doctors and receptionists can use hot keys and short cuts to speed up their actions during a call with a patient, saving time for both parties.; integrating with EMIS and SystmOne enabling highly efficient workflows. Its ease of use and smooth switching between systems reduces interruptions to call flow, saves time and improves patient service.

  Tackling economic inequality

  We are proactive in the way we employ staff as they do not need to have a fixed address in a specific location.

  Equal opportunity

  We are an equal opportunity employer. We promote remote working to ensure we recruit from a much wider pool of candidates.

  Wellbeing

  We are a company that gives our workers flexibility and improved work-life balance by allowing them to work from home. We are open to allowing part time hours and indeed have almost 50% of our staff on part time hours. The spread of hours worked by part time staff is discussed with staff and their requests will be taken into consideration at every opportunity.; Our staff are given regular opportunities to take training time and are encouraged to do so, alongside monthly review/reflection sessions with their managers and annual review meetings. We encourage all staff to participate in regular social events of which at least one per year is funded by the company.; We have an annual company meeting bringing all staff together in person.

Pricing

• Price: £0.01 a unit a minute
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: All features available and we provide demo funds to try out all services.

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