ATOS IT SERVICES UK LIMITED

Atos Private Cloud Voice and Contact Centre powered by Mitel

The Atos Private Cloud Voice and Contact Centre service is based on the Mitel Unify OpenScape portfolio and leading partner products to provide a robust and reliable integrated voice, contact centre and collaboration services with optional on-site survivability.

Features

• Enterprise Telephony, Contact Centre and Collaboration feature set.
• Comprehensive Operator services to manage incoming calls.
• One Number Service, with presence management, and web collaboration.
• Mobile client with support for IOS and Android clients.
• Microsoft Teams Direct Routing Service for ISO27001 (only).
• Contact centre supports voice, email, web-collaboration, call-back and social media.
• Multimedia skills-based routing with inbound/outbound call blending.
• Chatbots, workforce management, quality monitoring and call recording.
• Management reporting and statistics, including outbound campaign management.

Benefits

• Accelerates communications, processes and decision-making.
• Contact Centre enables first contact resolution across your organisation.
• Support automation to improve customer service and reduce costs.
• Enables access to corporate communications from any location or device.
• Includes management tools to drive efficiency and service target adherence.
• Service can flex up and down to meet business requirements.
• Rapid deployment compared to on-premise solutions.
• Evergreen service with defined subscription based charges.
• Dependable service delivering 99.99% availability with built-in security.
• Sustainable service delivering both reduced power consumption and equipment footprint.

£0.42 a user 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 opportunities@atos.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

619175505517775

Contact

Louise Carr
+447733315094
opportunities@atos.net

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints
• System requirements: The customer’s network must be capable of supporting IP Telephony

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: First level support Priority 1, 2 & 3 incidents = 24/7, within 0.5 hours; ; ; Priority 4 incidents = 0900-1700 Monday to Friday excluding Bank Holidays, within 2 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: The service is provided with the following support levels with an availability of 99.99%. Your Atos Account Manager will be available to address any questions you may have. ; ; The service provides the following priority levels: ; ; Priority 1 ; ; Voice: Total loss of the Voice service ; ; Priority 2 ; ; Voice: Loss of Voice service to Multiple Users ; ; Contact Centre: Loss of Contact Centre Service e.g. Loss of IVR service, loss of management tools ; ; Collaboration: Loss of mobile client service ; ; Priority 3 ; ; Voice: Loss of a single user ; ; Contact Centre: Loss of wallboards service ; ; Collaboration: Loss of a single UC client ; ; Priority 4 ; ; Non-functional error ; ; The service is supported by your Account Manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Implementation activities shall include: ; ; • Assignment of a project office representative to remotely manage your deployment. Any on-site project management presence is chargeable. ; ; • Validation of the technical solution with an Atos solution architect and further consultation with the customer if required. ; ; • Co-ordination of data capture via a Customer Data Collection (CDC) form and data validation activities which may include WAN/LAN compliancy, user profile information, number porting (where applicable) and any bespoke security requirements ; ; • Production of a project plan with target dates for key milestones including “go-live” of the deployment (or discreet phases of the deployment, if required) and user training (including floor walking and early life support) ; ; • Liaison with the Customer throughout deployment period ; ; • The Customer is required to provide all relevant and requested The Customer may add additional services or additional users during the contract period by following the procedure set out above. ; ; Online training and user documentation is included in the subscriptions. Chargeable services include onsite training, train the trainer and floor walking.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
  • PowerPoint
  • Project
• End-of-contract data extraction: Provide user configurations in CSV format.
• End-of-contract process: At the end of the initial contract period the terms and conditions that are applicable to the contract and any amendments agreed therein specific to the relevant service provision would apply, however the supplier would provide additional support required beyond the contract term in line with the agreed prices/ rate card in place at that time, for the specific activity in question.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We provide Mobile Client and Supervisor applications, which are available as standard for iOS and Android devices. ; ; The mobile client delivers key functionality similar to that of the web client. ; ; The Mobile Supervisor allows call centre managers to display summary and detailed real-time statistics of agent and queue performance. If the call centre is under-performing managers are able to make changes to agent skills profiles ‘on the fly’ in order to boost performance.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Via handset interface or via Agent/ Manager applications.
• Accessibility standards: None or don’t know
• Description of accessibility: The agent and manager desktop applications are compatible with the JAWS software recommended by RNIB.
• Accessibility testing: As the system uses the standard desktop applications, we have tested it with assistive technology e.g. JAWS
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is designed as shared service and delivers the same service levels for all users at all times independent of load share.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are: ; ; Availability;; ; Incidents; ; ; MACs; ; ; Incident Ticket Status (Open Tickets); ; ; Tickets Closed.
• Reporting types: Regular reports

Resellers

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

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: Less than 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: A third-party destruction service

Data importing and exporting

• Data export approach: Atos will provide user configuration data.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: IPsec is used to separate customer connections into our Service. ; ; VRF/VLAN are used to separate customers within the environment. ; ; Data centres align with Uptime Institute and Telecommunications Industry Association (TIA) ANSI/TIA-942-A Tier 3 or Tier 4 standards. ; ; Username and strong password/passphrase enforcement.

Availability and resilience

• Guaranteed availability: Core Voice service has a target availability of 99.999%. ; ; Application based services (i.e. Contact Centre, Collaboration) has a targeted availability of 99.99%. ; ; Service credits are negotiated on an individual contractual basis.
• Approach to resilience: The OpenScape Cloud service is hosted within Oracle Cloud Infrastructure (OCI). Within OCI the service is delivered from three geo-separated Availability Domains (UK-Central and UK-West), each Availability Domain is supported by three fault domains. The network between each Availability Domain is fully meshed and combined with a resilient PSTN and Internet connectivity we provide a robust and highly resilient service. ; ; More detailed information is available on request.
• Outage reporting: The system is proactively monitored 24/7 by the Atos Network Operations Centre. Priority 1 and 2 faults will be typically fixed remotely by our Network Operations Centre.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Other
• Other user authentication: Access to the service via a dedicated network connection provides authentication, however for internet connected services whitelisted IP’s and 2FA are available but may require further discussion.
• Access restrictions in management interfaces and support channels: Restricted access for management is provided for support staff over a secure client support network (CSN) from ATOS support centres. Access management is subject to rigorous security policies and authentication management protocols on a minimum access basis to ensure that client data is maintained in a secure environment.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• 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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: PWC
• ISO/IEC 27001 accreditation date: 01/11/2023
• What the ISO/IEC 27001 doesn’t cover: Scope may be provided upon request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Blackfoot UK Ltd
• PCI DSS accreditation date: 11/12/2023
• What the PCI DSS doesn’t cover: No non-covered scope. Scope may be provided upon request.
• 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: Atos is accredited to ISO 27001 which covers all necessary policies and processes.

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: Conforms to ITIL-4. Configuration and change management are managed through a change control board following CAB approval processes and are fully documented and tracked within the ITSM as a Change. The Change Manager will be responsible for managing the process, with due consideration being given to the Customer’s business needs and the risks associated with each Change. ; ; The Change Manager also engages with SACM (Software Asset and Configuration Management) to ensure that when a Change is promoted to the Live environment any applicable CI’s are updated in the CMDB.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All operating system and vendor application patches are applied on a monthly basis for implementation via the change management process. ; ; The service is tested using off the shelf security tools and internally developed scripts/tools. The testing covers all applications, operating systems, component configurations and hardware components. ; ; The service is penetration tested annually by external organisations approved by NCSC under their certification schemes: CREST, Tiger scheme, Cyber Scheme. ; ; Atos uses several publicly and privately available threat sources to identify potential vulnerabilities. ; ; All vulnerabilities identified are assessed for severity and impact and appropriate actions implemented via the change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service is continually monitored using off-the shelf commercial tools to provide real time analysis of events triggered from all service components. ; ; The protective monitoring controls are based on the original CESG GPG 13 and have been adapted to meet the needs of the service ; ; Security analysts review events in real time and determine if further analysis is required. ; ; Once an event is identified as suspicious, a second line security analysts looks to correlate the event with historical information. ; ; Should further analysis be necessary this is escalated to a 3rd line analyst prior to triggering the incident management process.
• Incident management type: Supplier-defined controls
• Incident management approach: The aim of the incident management process is to restore normal operation as soon as possible to minimise the impact of the incident. ; ; The customer will have direct contact to the Service Desk through phone and email channels to report incidents ; ; The support teams investigate and diagnose the incident and document all activities in the incident record. ; ; Pre-defined processes address common incidents detailing the operating procedures on how the specific incident is to be handled, the resources required, approval levels (if required), timescales, impact, outcomes and reports. ; ; Incident reporting and incident reports are agreed as part of the engagement process.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Atos is a global leader in decarbonised digital services incorporating sustainable practices into our IT services to mitigate against the impact of climate change. This is evidenced by our EcoVadis Platinum Award. We are committed to an SBTi endorsed Science Based Target and are on track to reduce all emissions by 50% between 2019-25 and achieve Net Zero by 2039. Activities to achieve this include: IT Products and Services: We place a 20% sustainability weighting during procurement and use EcoVadis to assess supplier environmental performance. We were awarded “Platinum” status by EcoVadis for the fourth year running in October 2023. Renewable Energy Sources: Since 2018, the electricity purchased for our IT equipment, lighting and some space heating in mainland Great Britain has been from 100% renewable sources. Reduce Energy Consumption: Initiatives include the adoption of remote/hybrid working for employees, leading to a 10% drop in Atos UK&I energy usage between H1 2022 and H1 2023 through the rationalisation of 15 offices. In 2020, we signed up to a group-wide car-fleet agreement to source only electric vehicles with the aim to switch our entire fleet to electric or hybrid by 2025 (70% achievement in 2022). Minimise Electronic Waste: Atos has a circular economy approach to minimise electronic waste and extend the lifespan of its IT equipment ensuring that 100% of our obsolete IT assets are collected, reused, or recycled in a responsible way. The policy approach is based on the ISO14001 certified management system. In the UK we partner with Tier1, an SME specialising in hardware recycling. We will assess each call-off contract from G-Cloud 14 and make commitments that will drive sustainability such as: • Selecting sustainable partners and hosting joint decarbonisation workshops • Delivering environmental volunteering opportunities • Delivering training/education on sustainability

  Tackling economic inequality

  Atos recognises that the IT sector faces employment and skills shortages whilst under-represented groups still face barriers to accessing jobs. According to Prospects.ac.uk (December 2023), less than 8.5% of senior leaders in UK tech are from ethnic minority groups, only 16% of IT professionals are female and less than 9% of all IT specialists have a disability. We have implemented initiatives to tackle economic inequality: Early Career Talent Activities Atos provides work experience placements and STEM outreach to schools/universities to inspire students from different backgrounds across the UK into technology careers. Our Graduate and Apprenticeship programmes are over 18 months and provide experience in project delivery, operations and technical areas. The Atos Graduate Internship and Apprenticeship Community supports members in building up a network across the organisation and provides extra-curricular opportunities. Recruitment Activities We have embedded a fully inclusive and accessible end-to-end recruitment process. Actions include: Our Recruitment professionals to complete ‘Diversity, Equality and Inclusion (DEI) training for HR and Talent Professionals’ to attract a diverse talent pool We use Textio, a writing-enhancement service, to remove gender bias from job adverts We use video and flexible/adjusted interviews to provide support if wanted by people with disabilities including neurodiversity, such as assistive technology and schedule flexibility We organise tech career events and partner with organisations such as Bright Network to target candidates from under-represented groups. Career Development Activities All Atos employees are encouraged to set an Individual Development Plan with access to in-house learning and development resources such as Atos University. We will assess each call-off contract from G-Cloud 14 and make commitments that will tackle economic inequality such as: Creating employment opportunities Collaborating with our partners such as Next Tech Girls and SmartSTEMs to deliver training schemes/programmes to address any identified skills gaps and support skills growth.

  Equal opportunity

  Atos has been recognised as a leading employer in supporting an inclusive workplace through its inclusion in the Times Top 50 Employers for Gender Equality 2023 and our Level 3 Disability Confident Leader status. We continually review and improve our DEI initiatives to ensure we advance our goal. Inclusive/accessible recruitment activities We have embedded a fully inclusive and accessible end-to-end recruitment process. To achieve this, we engaged external partners to provide training to managers/HR to ensure fair recruitment by removing barriers and attracting diverse talent. Inclusive working conditions We create an inclusive working environment where all individuals can thrive and enable Atos to retain diverse talent: Policies: Our policies ensure we support all our employees regardless of their characteristics, enabling everyone to access and pursue opportunities available in Atos. DEI Networks: Our employee-led networks are advocates for equality and change in the workplace and wider society. Business Initiatives: We have initiatives to support under-represented groups’ progress in our workplace such as talent programmes and embedding cultural events into our calendar including International Woman’s Day and Black History Month. Fair Pay Our Diversity Pay Gap Report aligned to the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017, is published annually and provides transparent reporting on our progress to create gender and ethnicity balance. Flexible Working Atos is proud to actively support remote/hybrid and flexible working to assist all employees achieve a good work life balance. Beyond this, our Flexible Working Policy outlines the support available to employees and candidates with fluctuating health conditions or care/personal responsibilities. We will assess each call-off contract from G-Cloud 14 and make commitments that will promote equal opportunity such as: Creating employment opportunities for under-represented groups by working with inclusive recruitment partners such as Bright Network Delivering training schemes and programmes for under-represented groups

  Wellbeing

  We are signatories of the Six Standards of Mental Health and invest significantly in the mental health of our employees: Prioritising mental health We provide a comprehensive Employee Assistance Programme (EAP) to all staff including an online GP service, wellbeing toolkits and a free, anonymous 24/7 helpline where employees can get counselling and advice on a wide range of topics including family, financial and legal matters. Promoting positive mental health Our senior leadership team and Mental Health First Aiders act as positive role models, endorsing initiatives like World Mental Health Week. Open culture We drive an open culture where conversations about mental health are supported. Line Managers promote employee wellbeing through monthly 1-2-1s and workload assessment. Should an employee raise a concern over their workload, their Line Manager conducts Individual Stress Risk Assessments and encourages EAP and Stronger Minds helpline use when needed. Holding regular 1-2-1s is a metric Atos Line Managers are appraised on as part of our Performance Management system, ensuring nurturing connections between our managers and employees are embedded as a culture. Increasing organisational capability We partner with third-party specialists in wellbeing and mental health, such as Genius Within, to provide training to our employees. Providing tools and support We provide annual training on subjects such as anxiety and depression, and signpost mental health tools available on our Wellbeing Hub. Tools include links to NHS Mental Health helplines, AXA PPP Wellbeing articles and a Mental Health Toolkit with 19 tips/tools breathing exercises and sleep techniques. Increasing transparency We measure wellbeing in surveys and publish action plans to address employee feedback gathered from the survey. We will assess each call-off contract from G-Cloud 14 and make commitments that will promote equal opportunity such as funding Mental Health First Aiders for the contract delivery team.

Pricing

• Price: £0.42 a user 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 opportunities@atos.net. Tell them what format you need. It will help if you say what assistive technology you use.