Wavenet

Wavenet GP Voice (Gamma Horizon)

Wavenet GP Voice is a cloud-based telephony and collaboration solution for GP practices, integrating seamlessly with existing clinical systems. The solution has been approved by both NHS England and the Advanced GP Telephony Framework. Powered by Gamma’s Horizon UCaaS and Horizon Contact products.

Features

• IVR (interactive voice recognition) self service
• SMS reminders
• Intelligent Queuing System “Queuesmart”
• Dynamic skills-based routing
• Real time wallboards and live data
• Call recording and interaction history stored within the CRM
• Full Integration with clinical systems EMIS and SystmOne
• Predesigned continuity and disaster recovery plans
• Internet browser to support softphones
• NHSE feature requirements

Benefits

• Easy to implement call flows unique to your practice requirements
• Simple to use interface
• VIP and vulnerable patient routing
• Comprehensive reporting tools
• Access anywhere anytime with an easy to use admin portal
• Secure and scalable with ongoing costs savings
• 24/7 reliable service and support team
• Reduces call waiting times with place-in-queue notifications

£3.50 to £11.50 a licence a month

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

Framework

G-Cloud 14

Service ID

538427218064943

Contact

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

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; ; Horizon does not support the following:; Analogue phones and devices, although we do supply ATAs; ISDN data calls; Door entry options; IP handsets that have not been supplied by us; The call recording service on Horizon is not currently PCI or FSA compliant.; We do not support some fax and franking machines used with an ATA
• System requirements:
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS settings)
  • Data centre network addresses (IP number whitelist)
  • Supported third-party endpoints (e.g. desk phones)
  • Browser prerequisites for user, supervisor and admin portal access
  • User device hardware prerequisites for client applications
  • User device software prerequisites for client applications
  • Cat5e or above network cabling

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The UK-based Technical Support team at Wavenet has a target response time to Critical and High priority issues within 30-minutes and to Medium and Low priority issues within one hour. Customer and technical support teams operate during core business hours, Monday to Friday from 08:00 to 18:30, for handling emails and phone calls. Customers on the 24x7x365-day support list will receive assistance beyond these hours.
• 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: Standard Care; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the Working ; Hours Mon to Fri, 09:00 - 17:00 hrs, excluding UK Public/Bank holiday and is based on the SLA Priority Response table.; ; Enhanced Care; Supported Mon to Fri 08:00 - 20:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the hours Mon ; to Fri 08:00 - 20:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.; ; Flex Care; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to requests for Incident support received during Working Hours ; of Mon to Fri 09:00 - 17:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Services teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PMI methodology and PRINCE2 principles where necessary, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This would be the responsibility of the end user to extract any data required prior to end of contract data. If for any reason there is a need for assistance or critical data required to be extracted then Wavenet can be contacted to advise and assist where possible.
• End-of-contract process: Upon contractual date end if there is no commercial or business agreement to retain the data or solution then the solution will become defunct and data will be lost. If data is to be kept, extracted or service needs to remain then additional commercial costs will need to be agreed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences in features between the mobile and desktop services
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: GP Voice is a web based administrative interface for the Gamma Horizon Solution. Allows for auto provisioning of one or many devices.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Not known
• API: Yes
• What users can and can't do using the API: The Gamma Horizon solution has various API connected services, an Integrator add-on must be purchased to release the system to integrated with pre-selected solutions such as CRM systems.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Wavenet would work with the end user during the design stages to understand the requirements and work with the client to customise the solution accordingly. Further customisation can then be made once live by Wavenet or an administrator.

Scaling

• Independence of resources: Gamma undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage customer's requirements. Additionally there is weekly planning review on capacity management adjustments.

Analytics

• Service usage metrics: Yes
• Metrics types: Call Analytics provides dashboards and reports of items like how many unreturned missed calls and how many calls arrived after-hour calls, helping to identify the busiest periods so staff can be scheduled to cover accordingly or Call Centre ACD provides incoming call treatments, including a company welcome message, in-queue messages and skills-based routing to make sure customers go through to the appropriate person. Call analytics ACD reporting includes metrics on calls offered, queued and answered, expected wait time, average speed of answer, longest wait time and staff availability.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Gamma

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: 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: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: Data can be exported in various ways and is dependant on the type of data that needs exporting as a the format could change from a .wav file for a call recording or csv file for user information.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Horizon service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target Service availability for Horizon is:; Horizon Graphical User Interface (GUI) is 99.9%; Horizon user subscriptions is 99.5%; Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%; Mean Average PESQ Score target of 4.1 for G711 and 3.7 for G729.; Not included:; - Outages which are deemed by us to be the result of matters outside of direct control; - Planned or emergency maintenance; - User error; Notes:Core functions are Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: Gamma hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: Gamma Horizon support public dashboard for outages and Wavenet manage these outages with partners and clients through email alerts and if necessary through our ticketing system

Identity and authentication

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

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: URS
• ISO/IEC 27001 accreditation date: June 2023
• What the ISO/IEC 27001 doesn’t cover: A10.1.2 (we do not create encryption keys)
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Crest certified (January 2024)

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: Wavenet is an ISO27001 certified company and we adhear to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.

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: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At Wavenet we recognise that we are accountable to more than just our shareholders. As a large business with a significant workforce and offices nationwide, we are working hard to incorporate considerations around sustainability into every business process, reducing our impact on the world around us. ; ; We understand our responsibility to society and the environment. Achieving the Ecovadis Gold certification validates our comprehensive approach spanning environmental concerns, ethical business practices, human rights, and sustainable procurement. Our journey towards Ecovadis Platinum by 2024 underscores our ongoing commitment to progress.; ; Innovation at Wavenet is synonymous with sustainability. Our product portfolio prioritises eco-conscious solutions, empowering customers to embrace sustainable technologies. Whether it's our hardware-free hosted voice systems or energy-efficient cloud computing solutions, we facilitate choices that minimise environmental impact and enhance operational efficiency. Our stringent processes ensure sustainability throughout the product lifecycle, from ethical sourcing practices to responsible disposal of legacy equipment in compliance with UK regulations.; ; People and processes are pivotal in our sustainability mission. Through a formal Carbon Reduction Plan, we rigorously monitor and mitigate our environmental footprint, engaging our workforce in initiatives aimed at conserving natural resources. Despite pandemic-induced reductions in business travel, we remain committed to sustainable mobility solutions. Our transition to hybrid and electric vehicles, coupled with employee incentives like the electric car scheme and Cycle to Work program, reflects our dedication to greener commuting alternatives.; ; Crucially, sustainability isn't just a top-down directive; it's ingrained in our corporate culture. Our workforce actively participates in planning and executing sustainability initiatives, with dedicated champions driving eco-friendly practices both in our offices and beyond. From recycling initiatives to lifestyle changes promoting environmental consciousness, our employees play a pivotal role in fostering a sustainable future, both within Wavenet and in their communities.

  Covid-19 recovery

  In the wake of the UK's exit from lockdown restrictions, Wavenet initiated a more flexible approach to workplace dynamics. Departing from the conventional mandate of requiring colleagues to be physically present in the office five days a week, the company encouraged a shift towards a hybrid model. Initially, colleagues were urged to return to the office for two days weekly, a measure subsequently extended to three days. This adjustment has yielded numerous benefits, notably fostering enhanced collaboration and bolstering team cohesion.; ; Acknowledging the concerns of colleagues hesitant to resume office attendance, Wavenet proactively conducted welfare meetings with them. These discussions served to elucidate individual apprehensions and collaboratively devise strategies to facilitate a smooth transition back to the office environment.; ; The employment environment has changed as the company has adopted a more flexible working style, with employees spending less hours in the office each week. This adjustment has reduced office congestion, making it easier to follow health-related social distancing guidelines. With fewer people in the workspace at once, colleagues may keep safe distances, reducing the risks of close contact. While new recruits are contractually designated the office as their permanent place of work, they are expected, in practice, to be physically present for a maximum of three days per week.; ; In response to the challenges precipitated by the COVID-19 pandemic, Wavenet has expanded its benefits package. Notably, the introduction of an Employee Assistance Programme underscores the company's commitment to supporting the holistic well-being of its workforce. Furthermore, recognising the importance of nurturing emerging talent and contributing to community development, Wavenet has embarked on an initiative to onboard apprentices. This endeavour not only fuels the company's growth trajectory but also offers invaluable work experience and formal qualifications to aspiring individuals seeking entry into the job market.

  Tackling economic inequality

  Wavenet's commitment to economic equality and social responsibility was solidified in 2023 when we became a Living Wage Employer, guaranteeing all employees a wage that aligns with the actual cost of living in the UK. This dedication was reaffirmed in May 2024 when the company implemented a 10% increase in line with rising living costs.; ; The Living Wage Foundation's meticulous methodology is the bedrock of our fair wage practices. Each year, they rigorously compute the cost of a standard shopping basket, encompassing essentials like groceries, energy bills, childcare, and transportation. This thorough analysis enables them to determine the actual cost of living, guiding Living Wage Employers like Wavenet in setting appropriate pay rates for our employees.; ; As advocates for the Living Wage movement, Wavenet and the Living Wage Foundation empower individuals and families to break free from poverty cycles and flourish with dignity. This partnership not only champions fair compensation but also encourages other businesses to adopt equitable wage practices, fostering community upliftment.; ; Recognising the importance of nurturing talent, Wavenet has welcomed apprentices into its ranks, providing opportunities for young individuals struggling to find their career paths. Emphasising workplace diversity, the company acknowledges the role of varied perspectives in driving growth and prosperity. With core values centred on innovation, change embracement, diversity appreciation, and social and environmental responsibility, Wavenet collaborates with clients across sectors, both large and small, to innovate products and enhancements that spur growth opportunities.; ; By prioritising fair compensation, talent development, and diversity, Wavenet not only upholds its values but also enhances employee motivation, productivity, and societal equity. This holistic approach underscores the company's commitment to fostering a fair and thriving workplace environment while actively contributing to broader social and economic betterment.

  Equal opportunity

  Wavenet proudly upholds the principles of equal opportunity employment, actively encouraging individuals from diverse backgrounds to apply for positions within the company. Embracing inclusivity, we provide support to colleagues with disabilities and long-term health issues, fostering an environment where every individual feels valued and empowered to contribute their unique perspectives and talents.; ; Internal progression is a cornerstone of our organisational culture, as evidenced by our practice of advertising vacant roles internally and providing comprehensive support for colleagues' career development endeavours. We prioritise the advancement of our workforce by funding qualifications and offering tailored training programs aimed at enhancing skills and competencies.; ; As champions for equitable compensation, Wavenet pays all employees the real living wage, above the government-mandated minimum wage, to help them afford rising costs. Our true living wage employer certification shows our commitment to economic fairness and employee well-being.; ; With a workforce exceeding 950 individuals, Wavenet is obligated to report and publish our annual gender pay gap, a responsibility we take seriously. Over the past year, concerted efforts have resulted in a marginal reduction of the gender pay gap, reflecting our ongoing commitment to fostering gender equality within the workplace.; ; Prior to commencing employment, Wavenet diligently verifies that all prospective staff are legally entitled to work in the United Kingdom, adhering to regulatory requirements and ethical standards. Our policies and procedures are meticulously crafted to ensure a non-discriminatory and respectful working environment, where every employee feels valued and safe to voice concerns without fear of reprisal.; ; Embedded within our organizational ethos is a steadfast commitment to ethical conduct and integrity, as outlined in the The Wavenet Code of Conduct. This commitment extends to interactions with employees, partners, and customers alike, reinforcing our dedication to upholding the highest standards of professionalism and ethical behaviour in all facets of our operations.

  Wellbeing

  At Wavenet, the wellbeing of our colleagues is at the heart of everything we do. We're committed to providing a supportive environment where every team member can thrive both personally and professionally. Our comprehensive range of employee benefits and schemes reflects this dedication to nurturing a holistic sense of wellbeing.; ; One of the cornerstones of our approach is ensuring access to top-tier healthcare through our private medical care program. This ensures that our employees and their families have access to prompt medical attention whenever needed. Additionally, our life assurance coverage offers peace of mind, providing financial security to our team members and their loved ones.; ; We understand the importance of work-life balance, which is why we offer a holiday buying scheme. This empowers our employees to tailor their time off to suit their individual needs, enabling them to recharge and return to work refreshed. Our cycle to work scheme not only promotes physical activity but also supports eco-friendly commuting options, contributing to personal and environmental wellbeing simultaneously.; ; In alignment with our commitment to sustainability, we've implemented an electric car scheme to incentivise the adoption of greener transportation alternatives, reducing emissions and supporting environmentally conscious choices.; ; Mental health support is paramount, which is why we've established an employee assistance programme. This confidential counselling service provides resources to navigate personal and professional challenges, ensuring that our team members feel supported and valued.; ; Furthermore, we've trained Mental Health First Responders in each office. These individuals are equipped to offer immediate support and guidance to colleagues in times of need, ensuring that mental health remains a priority throughout our organisation.; ; We also provide fresh fruit in each office, promoting wellbeing through healthy eating habits. Additionally, we welcome dogs into the office every Friday, recognising the positive impact they have on morale and stress relief.

Pricing

• Price: £3.50 to £11.50 a licence a month
• Discount for educational organisations: No
• Free trial available: No

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