Telefonica UK Limited

Cloud Voice from Virgin Media O2 Business

Cloud Voice product is a Hosted communications and collaboration service based on Cisco’s BroadSoft and Webex technology, removing the need for you to have an on-premise PBX and voice networking on each of your working sites. It allows you to address your voice telecommunications needs through your existing data access.

Features

• IVR
• Auto attendant
• Call analytics
• Call centre / contact centre
• Voice recording
• CRM Integration
• Webex (collaboration and video conferencing)
• Call directory
• Busy Lamp Field
• Administration Portal

Benefits

• Increased productivity through enabling collaboration anywhere
• Moves to the cloud - fully hosted
• Simple pricing model to suit your business (Opex or Capex)
• Easy portal administration

£15.50 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 publicprocurement@virginmediao2.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

615847538154058

Contact

Steve Smith
07834 571216
publicprocurement@virginmediao2.co.uk

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: Need internet access to use Cloud Voice.
• Cloud deployment model: Private cloud
• Service constraints: CPE (Customer Premise Equipment) such as handsets have certain firewall configurations. In addition, there are minimum bandwidth requirements on the customer internet service; minimum of 10mbps download and upload.; The Cloud Voice solution periodically performs updates at no disruption to the end users. these are typically done during low periods and not during the working day.
• System requirements:
  • Minimum bandwidth requirements as specified
  • Internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a 24 x 7 x 365 support model.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Accessible through a web browser to the Supplier's support page.
• Web chat accessibility testing: Not applicable
• Onsite support: Yes, at extra cost
• Support levels: Support level 1: Supplier website, where users can access chat functions, help guides and FAQs.; Support level 2: Dedicated Account Manager and 24 x 7 Cloud Voice Service Desk.; Support level 3: Professional services, subject to additional cost dependent upon requirements. For instance on site training, how-to guides, installation. ; ; We will provide a Technical Account Manager and Client Relationship manager dependent on the spend of the business.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All administrators of the hosted telephony system will recieve a welcome email with login details and basic user information.; - Will also receive a demonstration on how to use it.; - End user will receive links to user guides and booklets on the system; - Onsite or virtual training is also available at a cost; - There is also dedicated cloud voice helpline available to help with any user issues; - Depending on the size of their solution, they may also have a dedicated client relationship manager
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data such as numbers can be ported to another telecomms provider at the end of contract. User specific data can be requested by administrator.
• End-of-contract process: At the end of the contractual period, the service continues and goes into a monthly rolling contract. The price will continue at the same price as within contract. ; ; At this point, you can request a contract renewal

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: No significant differences.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Customers will access a business portal where they can manage users' setup hunt groups, and see the configuration of their telephony system.
• Accessibility standards: None or don’t know
• Description of accessibility: You can manage and configure the non-chargeable features of your company, site and users. ; There are three levels of access:; 1) Company Administrator; 2) Group Administrator; 3) End User
• Accessibility testing: NA
• API: Yes
• What users can and can't do using the API: CRM INTEGRATOR; Enables users to integrate call control into several CRM systems, providing the following functionality:; Automatic screen popping of customer files when inbound calls are received; Call Control from Windows or MAC; Click-to-dial from CRM file; In addition, the application will allow:; Configuration/control of several features; Monitoring of a User’s presence status
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can mix and match licences according to business need.; Individual users can choose their own favourites. ; Users can select which features they want or don't want for instance hold music, customised voicemail and selective call acceptance.

Scaling

• Independence of resources: We offer unbeatable reliability – Our key differentiator is resilience, providing every customer with; geographic resilience as standard, further enhanced by competitive and service credit backed fault fix times.; ; The service is hosted in the cloud and therefore only limitation would be the internet access of the end user.

Analytics

• Service usage metrics: Yes
• Metrics types: - Call analytics; Enables businesses to use web portal to review all of their call statistics in near-time; from pre-defined dashboard and/or wallboards.; The dashboard provides visual call activity, updated every 15 minutes, which includes:; • Hourly/daily calldistribution; • Call activity by DDI/extension/user; • Missed call summary; • Unreturned missed calls by caller ID; The wallboard provides a number of pre-configured visual displays which include:; • DDI summary; • User summary; • Business summary; Each setup requires 1 mandatory supervisor admin login to be allocated.; - Number of calls made; - Wait times for calls; - Number of users
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: BT Wholesale

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
  • 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 every 6 months
• 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: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Main data is in the form of numbers .This can be ported to another provide who will contact us to gain the relevant information. User data such as call recording is stored on a 30 day, 180 day or 7 year period pre-defined by the user. This can be accessed by the user and exported to their own servers.
• Data export formats: Other
• Other data export formats:
  • Audiofile
  • PDF
• Data import formats: CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Supplier aims to have Services available to Buyers 24x7, and includes a SLA for system availability as well as call quality. SLAs are agreed on an individual basis and differ from organisation to organisation. ; ; Cloud Voice is delivered Over the Top (OTT) meaning that it’s delivered like any other application over the Internet. Due to this, no Quality of Service (QoS) can be applied, and priority cannot be given to voice traffic. Contention on broadband connections can play a significant factor and, therefore, during peak usage times, you may experience further jitter and packet loss, impacting your voice conversation. QoS will be available only where IPVPN services are provided from the Supplier.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts, text message alerts and comms briefed out on our website.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: 3 Levels of hierarchy with varying levels of autonomy and changeable features.; - Company level; - Site level; - User level
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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: Between 1 month and 6 months
• 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: BSI
• ISO/IEC 27001 accreditation date: 23/01/2022
• What the ISO/IEC 27001 doesn’t cover: Certification covers the protection of all Buyer and employee information that is managed by the Supplier.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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
• Information security policies and processes: BT Wholesale has appropriate security policies and processes in place. We will ensure that the reporting structure is designed accordingly so that these processes are adhered to. Further information can be provided upon request.

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: We have a comprehensive configuration and change management processes that ensure we track changes to the service, through the lifetime of the contract. Prior to any change or configuration, potential security impacts are assessed and communicated.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Our partner BT wholesale has appropriate processes in place to: ; -Assess threats to the service ; -Patch deployment ; -Gain information on potential threats
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our partner BT wholesale has a well developed protective monitoring processes to cover all of the above. Further details upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a well established Incident Management process, managing any faults end to end. This will cover common events. End users can report incidents to the service desk via phone or account management.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The Supplier has a track record of driving positive change for our people, communities and our planet. For example: Through the Supplier's "Meaningful Connections Plan" and "Blueprint" sustainability strategies, the Supplier sets long-term goals to reduce emissions, protect our natural resources, and create a meaningful impact on society. The Supplier has a made huge progress towards the company's Net Zero ambitions in our own operations and making significant headway in our supply chain. Progress is summarised below; these learnings and best practice can be shared with Buyers when awarded a new contract. Carbon Neutrality Target: net zero operations by 2025. Net zero operations, products and supply chain by 2040. 10 years ahead of the Paris Agreement. Renewables By the end of 2025: • Change masts on landlord sites to renewable energy • 40% of the Suppliers vehicles will be electric By the end of 2030 the Supplier will use 100% green energy. Decarbonisation The Supplier is investing in carbon-removal projects and supporting the decarbonisation of the UK economy by providing the connectivity to underpin a low-carbon digital revolution. Carbon Footprint The Supplier has commissioned consultancy to calculate the company's footprint in line including the standards below: • World Resources Institute/World Business Council for Sustainable Development, 2004 • Greenhouse Gas Protocol: A Corporate Accounting and Reporting Standard, Revised Edition Carbon offsetting The Supplier plans to reduce full value chain emissions by at least 90% by 2040, in line with science-based targets. Some residual carbon emissions are expected that will be difficult to completely eliminate (e.g. flights). When 90% is reached, the plan is to offset the rest, using gold standard offsets (usually investing in nature-based solutions, such as tree planting).
• Covid-19 recovery:

  Covid-19 recovery

  The Supplier continues to contribute to economic recovery and ambitions to level up society following Covid-19. Examples include:; In 2020, as part of the Supplier’s COVID-19 response, we co-launched ‘Community Calling’, a phone gifting scheme focusing on deprived areas within the UK, aiming to donate 10,000 smartphones to those who were shielding and needed support. That target has been reached so the project has expanded to more vulnerable people in need across the UK. ; The Supplier’s Essential Broadband (EB) tariff was launched in November 2020 for new and existing customers who are in receipt of Universal Credit. The tariff offers 15Mbps for £15 per month, with no prices rises, and no fixed-term contract length. Since its launch, feedback has led to the development of a new and improved customer acquisition journey, now with an automatic live chat feature to simplify the process for eligible customers. Thousands of customers use this and the Supplier is working with government to understand who is eligible so those who need it most know about the offer and how to access it. ; Tech-Lending Community Hubs: In January 2022, the Supplier launched a new project that will see grant funding of £400,000 become available to organisations interested in setting up tech lending hubs. This fund will provide one-off grants to organisations who work with temporary accommodation services, that could feasibly set up a lending hub, whereby residents can borrow tablets on a short-term basis. The tablets will be loaded with free data provided by the Supplier through the National Data Bank. Funding has now been awarded to five beneficiaries throughout the UK, which will see pilots operated with all five. Once this process continues to establish, the target is to expand this in collaboration with more customers, as part of the Buyer’s social value partnership.
• Tackling economic inequality:

  Tackling economic inequality

  The Supplier is building an ambitious new strategy that will deliver social, economic and environmental benefits so our people, customers and the communities we serve can continue to have confidence in our values, integrity and mission to create positive change. The Supplier has significant experiencing delivering social impact and social value programmes throughout the UK in collaboration with the public sector. The Supplier has a solid portfolio of social value initiatives, many of which promote an inclusive economy. These include: -Working with organisations such as LMP Education and JobSkilla to help unemployed people back into work -Creation of a National Databank, which aims to end data poverty in communities across the UK. The National Data Bank provides free of charge SIMS for residents experiencing data poverty. -A wealth of expertise in working with small businesses, through Wayra (start-up cohort) and 5G accelerator hubs. Public sector customers also benefit by having access to subject matter experts in this space, as well as partnerships such as the ones with Neighbourly, and Good Things Foundation. In addition, the Supplier has a significant focus on digital skills, being brought to the forefront through the launch of our new sustainability strategy. Volunteering Since February 2022, all of the Supplier's employees have five paid volunteering days per year to support and connect with their local communities, digitally and in person, and support brilliant organisations. The Supplier looks for volunteering opportunities where employees can share expertise with local community organisations and registered charities, focusing on resolving local issues.
• Equal opportunity:

  Equal opportunity

  The Supplier is an equal opportunities employer and is certified as Disability Confident Level 1; in the process to become Level 3 with a Guaranteed Interview Scheme, supporting disabled people throughout a recruitment and interview process. As part of the "Belonging Strategy", the Supplier will also ensure home-based working contracts will come into place across the business to offer more opportunities for disabled people, unpaid carers, and part-time workers without inhibiting and restricting career progression. The Supplier has a dedicated team responsible for diversity and inclusion. The Belonging Strategy underpins ambitions to ensure the creation and maintenance of a fair and inclusive workforce. To focus on supporting priority groups furthest from the labour market, the Supplier has created an Inclusive Recruitment Programme; to review all current processes that fall within our end-to-end recruitment journey for both internal and external talent and to ensure they are fully inclusive, equitable and accessible to all. The Supplier has made significant progress, partnering with Microlink, supporting workplace adjustments process; Implementation of Textio that is a platform which enables us to write inclusive and accessible job adverts and recruitment content; Creation of page specifically centred around Belonging and DEI on our external Careers Site. The Supplier has worked in partnership with Scope for the last five years, aligned with our Sustainability Strategy, supporting millions of disabled people into employment. The Supplier also has existing strategic partnerships with The Valuable 500, Business Disability Forum, Purple Space and have signed up to the Work With Me pledge.
• Wellbeing:

  Wellbeing

  The Supplier promotes a culture of health, education and wellbeing so that we can support all employees, both personally and professionally. We also want to extend this to our customers and the communities where we operate, supporting the wider ambition of a happier, healthier population. The Supplier is working with ‘Tickets for Good’ on a mission to make events more accessible and inclusive. The vision of the ticket donations service is to help event organisers/venues, sponsors and performers distribute surplus inventory, making sure it’s done in a fair and inclusive way. We have created a custom distribution system for the donation of unsold tickets to live experiences. Health and wellbeing at work The Supplier's "Thrive" programme provides a comprehensive range of advice, tools and policies to support our people and ensure they can be their best at work. As part of Thrive, the Supplier provides free health checks for all employees. The online MyWellbeingCheck© is available for all employees to access at any time. The Supplier also offers the following management development modules as part of learning and development programmes: • Stamp Out Stigma: Managers’ mental health awareness, • Anxiety and Depression: Managers’ toolkit, • Workplace Stress: Managers’ survival kit. From September 2020, employees have access to ‘Unmind’, a mobile app to help manage and track mental wellbeing. The Supplier's Ride-to-Work scheme helps employees enjoy all the benefits of cycling during the daily commute. Everyone can apply for it at any time throughout the year, reducing their carbon footprint, improving fitness and saving money. The Supplier works in collaboration with our Buyers, sharing and promote best practice on wellbeing, in the workplace and local communities.

Pricing

• Price: £15.50 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 publicprocurement@virginmediao2.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.