Bytes Software Services

Teleware ConnectPro

ConnectPro is a fully integrated Microsoft Teams advanced call handling application, that allows users to create and manage call queues and call handlers within Teams. With real time statistics and integrations in to 3rd party systems such as CRM, and meaningful data insights with integration into PowerBI. bssgc

Features

• Integrated Teams application
• Self management of users through integration with active directory
• Real time statistics (calls in queue, handling time etc)
• Queue management – queue time, overflows, distribution type, ring times
• 3rd party app integration such as PowerApps
• Roles based access control
• PowerBI historic reporting
• Agent readiness states
• Outbound dialling with CLI customisation
• Message of the day for queues

Benefits

• Improve work efficiency through real time agent management
• Get better insights from historic reporting on call activity
• Improve first contact resolution through better collaboration tools
• Enhances hybrid working throughout contact centres, reducing attrition
• Scalable solution with the ability to add/remove users easily
• Increase productivity through 3rd party app integration such as CRM
• Reduce costs with simple deployment model, set-up in minutes
• Easy to use, leveraging Microsoft Teams calling

£30 a user a month

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 tenders@bytes.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

607101044017944

Contact

Chris Swani
+44 (0) 7951 326815
tenders@bytes.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams with Phone system add-on licence
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Requires Microsoft Teams with Phone system add-on licence
• System requirements:
  • Microsoft/Office365 active tenancy
  • Requires an Internet Connection
  • Microsoft Teams licences with Phone system licence add-on

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: When a ticket is logged in service desk, there is an automated response, with a reference, and they are sent within 5 minutes of the ticket being automatically logged. General questions are not managed through a specific SLA however they are logged and responded to as soon as possible via our Support teams.; For general fault management the following priority levels and associated response times apply: Priority 1: 2 hours Priority 2: 4 hours Priority 3: 8 hours
• 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: Yes, at extra cost
• Support levels: Teleware’s customer centric service vision is to put the customer at the heart of everything we do, our managed services operate 24x7x365 and the Teleware platform. Our Network Operation Centre constantly monitors and manages the performance of the platform, through capacity management, quality of service monitoring, resilience, availability, change control and incident management. All our processes are managed within our ISO27001 certified Information Security Management System, as well as our ISO9001 Quality Management system, which feature ITIL based procedures and functions. Combined, these factors enable Teleware to achieve customer service excellence. We class priority 1 as a complete loss of all services to all identities, priorty 2 is loss of all services to a group of identities, and priority 3 as minor cloud service faults not included in the above.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Through the implementation of a tailored program and Project Management Methodology, the Teleware Project Manager will ensure the project is governed through a controlled number of stages. It will be structured, documented and accessible with defined deliverables at each stage. Project governance, as agreed with the customer will be applied. Once the solution has been built we carry out end user training; sessions for respective user roles - either call handler, supervisor, or anyone accessing reporting or recording interfaces.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: There is no data to extract for ConnectPro at the end of a contract.
• End-of-contract process: At the end of a contract the service is decommissioned on a pre-defined date, after which point the application is no longer accessible.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ConnectPro is an extension to Microsoft Teams which is accessible via Desktop client, mobile client, and most web browsers. Application is supported through all access methods where an internet connection is present.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Administrative users can manage end user roles and capabilities through the ConnectPro interface. Users under a 'supervisor' class profile can add, edit or delete individual hunt groups or teams of users as well as manage users/call agents within each group/team. In addition they can modify the outbound presented CLI for each group, the call distribution methods and the group/team name. Supervisors may also enable/disable and upload a message of the day which is played to callers upon reaching a queue.; Data sets are provided that allow users with PowerBI skills to customise reporting dashboards to their requirements.

Scaling

• Independence of resources: Teleware's cloud-based environment enables resilience and scalability using a multi-tenanted infrastructure. We automatically scale up and down based on the demands of users, this is achieved by blending data centre architecture and Microsoft Azure technology capabilities. Both datacentres connect to the Azure Cloud utilising Express Route connections with full diversity and availability across both UK regions. Session Border Controllers (SBCs) reside within the Teleware datacentres and accredited by Microsoft to provide Microsoft Teams Voice. The SBCs provide multiple points of PSTN ingress and egress through multiple carrier partners connected at each datacentre

Analytics

• Service usage metrics: Yes
• Metrics types: We undertake Service Reviews with our customers. covering statistics for the service and network availability. These are trended over a 13-month period and measured against SLAs. The frequency of reviews can be altered to suit customer requirements, statistics will be made available within the first working week of each month. This can include bespoke utilisation and other data reports, performance reporting to SLA and other key metrics such as uptime. We also provide customers with access to reports through PowerBI templates. Reporting provides customers with an up-to-date view of how Teleware is performing against their agreed contractual SLA’s
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Teleware - ConnectPro

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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Reporting data can be downloaded to local infrastructure where the customer has resource available to set this up via PowerBI
• Data export formats: Other
• Other data export formats: ODATA
• Data import formats: Other
• Other data import formats: ODATA

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: We commit to a 99.99% uptime availability for the platform. As standard we provide service and support in respect of faults relating to the cloud service at no cost, for which the SLA is as follows: Severity/Priority Level 1 (Complete loss of all Services to all Identities) - covered 24x7 has a 2 hour response target and a 4 hour fix target. Severity/Priority Level 2 (Loss of all services to a group of Identities) - covered 24x7 has a 4 hour response target and a 8 hour fix target. Severity/Priority Level 3 (Minor cloud service faults not included in the above) - covered 09:00 – 17:30 Monday to Friday, excluding Bank Holidays. Has a 8 hour response target and a 20 working days fix target
• Approach to resilience: Teleware software is built on a cloud based environment. This enables resilience and scalability using a multi-tenanted infrastructure. Using this architecture model allows the Teleware system to automatically scale; up and down based on the demands of the users, this is achieved by blending data centre architecture and Microsoft Azure technology capabilities. Both the Teleware datacentres connect to the Azure Cloud utilising Express Route connections with full diversity and availability across both UK regions. Teleware South connects to the Azure UK South region and Teleware West connects to the Azure UK West region utilising dual resilient gigabit connections at each datacentre. The SBCs provide multiple points of direct PSTN ingress and egress through multiple carrier partners connected at each datacentre. The replication of SBC and interconnectivity at both datacentres, as well as diversity between carriers ensures that the failure of any component or interconnect will not affect service availability
• Outage reporting: E-mail notifications are issued to nominated customer contacts in the event of any outage that may affect that customers subscribed services from Teleware. We aim to inform customers of a major incident within 20 minutes of it occurring and will circulate updates each hour until resolution. Once a resolution is found Teleware will circulate a Root Cause Analysis (RCA) within 5 working days, outlining the cause, time; service was affected, the actions taken to restore service and what the follow-on actions will be to ensure the incident doesn’t reoccur. Teleware will work to our standard resolution SLA’s . Teleware will use the contacts specified by the customer for incident notification

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: ConnectPro uses single sign on linked to a users Microsoft 365 credentials and associated security controls
• Access restrictions in management interfaces and support channels: Roles based access controls exist within theConnectPro application, customers nominate individuals to have administrative access control and they are then enabled to assign roles to individuals within the organisation (agent, supervisor etc). Access to support can be restrcited to nominated customer contacts where required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 09/02/2024
• What the ISO/IEC 27001 doesn’t cover: Microsoft Teams as this is external to our organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

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: ISO9001
• Information security policies and processes: This is governed by our ISMS Technical Services policy which details the processes and controls in place covering information security including: Access controls for physical access to computer rooms, data centres, or offices. Logical access controls based on active directory, with suitable policies in place covering password rules and constraints, as well as controls around requesting access and defined processes for user-IDs and privileged IDs. This also covers Network access which governs internet, wide area networks and firewalls. Hardware process are defined around laptops, PC's and mobile devices for staff as well as physical servers hosted in our data centres, all covered by system hardening standards through anti-virus and anti-malware, vulnerability scanning (external and internal), network performance monitoring, configuration scanning, audit logging and Microsoft Operations Management Suite (OMS). These are underpinned by senior management approved processes around change control, asset management, remote access, disposal and backup.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A change control process document is utilised which defines the technical change within technology environments (infrastructure, software, etc) this process is followed by all personnel unless prior authorisation has been provided by emergency stakeholders where the process cannot be followed for unexpected reasons. We define 2 key groups of staff “Change Advisory Board” (CAB) and Key stakeholders. The CAB is comprised of technical staff and key decision makers who evaluate changes to the production environments. The CAB is focused exclusively on reviewing Change Requests for risk and unintended consequences and agreeing for changes to be performed to production environments
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We employ external vulnerability scanner services to scan our platforms. The NOC conducts monthly tests using Qualsys SSL labs server test. All scans are maintained and initiated by the NOC according to the maintenance calendar. Scan results are compared to established baseline and where differences and issues are identified, raised as risks. Risks are prioritized as High, Medium, and Low status as indicated by the; tool that has identified it (Intruder, SSL Labs, or PEN testing). The following resolution targets relate to each severity: High - Immediate Medium – 1 month Low – 6 months Informational – Discretionary
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Teleware services are managed by our NOC. The NOC utilise multiple monitoring systems to maintain the confidentiality, availability and integrity of the service, these include Pager Duty, to alert our operatives; of critical and alert situations. PRTG network monitor to measure capacity and alerts for all servers, virtual servers, routers, switches, LANs and WANs. OCOM SIP monitor to measure call performance. Automated
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents are managed within Teleware's ISO 27001 compliant ISMS. All service incidents are managed and communicated through the Teleware service desk through agreed SLAs and priorities. Major; incidents affecting confidentiality, integrity or availability are managed within Teleware incident register. At the commencement of an incident, an incident owner is assigned who is responsible for assessing,; containing and communicating the incident as well as the resolution of the incident. All corrective actions and lessons learned are recorded and managed within our ISMS which which is reviewed by senior management and audited annually by LR

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Teleware is committed to tackling all forms of discrimination and inequality in both the workplace and the services the organisation provides. Our policy sets out how to promote equal opportunity and prevent all forms of unlawful or unfair discrimination, harassment, and victimisation. The aim of the policy is to:; • work towards the elimination of all forms of discrimination ; • create a positive culture, where diversity, inclusion and respect are core values and at the centre of our activities ; • ensure employees and senior management are engaged with development and implementation of this policy ; • encourage positive action to overcome disadvantage and discrimination ; • ensure highest possible standards are achieved in the delivery of our services to customers and in our employment practices ; • ensure equality, diversity and inclusion is promoted through work, both internally and externally Teleware is committed to: ; • creating an inclusive environment where individual differences and the contributions of our employees and senior management are recognised and valued ; • creating a working environment that promotes dignity and respect for all ; • implementing inclusive recruitment practices ; • ensuring development and progression opportunities are available to all ; • regularly reviewing service provision to ensure it is accessible, fair and appropriate to all groups within society ; • providing information and training to all employees and senior management to ensure that they are fully aware of electronic data interchange (EDI) issues and their responsibilities relating to these areas ; • ensuring that no person or group of people will suffer detrimentally in promotion or dismissal ; • ensuring workplace benefits are accessible to all ; • monitoring our workforce so that we can work towards ensuring they reflect the customers we are serving ; • assessing the impact of our policies, practices, and services ; • embedding EDI into our policies, procedures, and everyday practice

Pricing

• Price: £30 a user a month
• Discount for educational organisations: No
• Free trial available: No

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