OAK INNOVATION LIMITED

Clarify for Microsoft Teams Compliant Call Recording

Cloud-based call recording that satisfies compliance and improve service performance. ClarifyGo is a leading cloud call recording and analytics platform developed specifically for Microsoft Teams.

Integrating with the Microsoft Graph API, ClarifyGo lets you capture voice, video and screen-sharing for compliance and performance improvement.

Features

• Record Microsoft Teams calls and meetings
• Listen into live conversations between staff and customers
• Create playlists to assess call handling & identify knowledge gaps
• Use speech analytics to check best practice is being followed
• Safely store recordings in Azure for as long as needed
• Fully Microsoft certified to integrate with the Microsoft Graph API
• Automatically pause recordings during payments using payment field detection
• Control which calls are recorded by setting recording rules
• Control who can access, change or delete to recordings

Benefits

• Monitor your team to help them perform at their best
• Capture conversations to provide evidence for auditing and legal purposes
• Capture verbal consent to provide services
• Use the Quality Management module to check script adherence
• To support compliance ClarifyGo ticks all the regulatory boxes

£9.90 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@oakinnovate.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

626369856449274

Contact

Oak Innovation
01202 607000
sales@oakinnovate.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Microsoft Teams

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 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: No
• Support levels: Support is included as part of the monthly subscription to ClarifyGo. Our team of cloud engineers monitor the platform 24/7 to make sure everything is running smoothly, minimising the load on your IT team and infrastructure. ; ; Any maintenance and updates take place with minimum inconvenience to you.; ; Our online Support Center and YouTube Channel are full of ‘how-to’ guides to answer common questions and provide training for your team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once your Microsoft Teams tenant is connected to the ClarifyGo platform, documentation is sent out outlining how to log in to the user interface. Training material is available online and also via our YouTube channel
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers can submit an extraction request via our service desk. All audio and metadata will be available to download within 30 days.
• End-of-contract process: Access to the platform is revoked after 30 days. Recordings are removed from the storage container within Azure after 90 days.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Customers are provided with a unique URL for accessing their Microsoft Teams call recordings. Once logged on users can easily search for calls using a variety of search fields including date, time, duration, user, called number and CLI/DDI number. Along with being able to listen to calls, users can export calls as MP3, score calls using our QM module, create playlists, tag calls and more.
• Accessibility standards: None or don’t know
• Description of accessibility: As ClarifyGo is web based users can increase the magnification of the browser to meet their requirements.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: ClarifyGo tenants can access the API should they wish to export recordings to a 3rd party platform or create hyperlinks to recordings for example, from a CRM system.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: ClarifyGo is fully hosted and managed in Microsoft Azure. This allows us to take advantage of a range of services MSFT Azure offers to ensure maximum uptime. We monitor the performance of the system in real time and can seamlessly expand horizontally should the need occur.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can subscribe to our ClarifyGo Status Page that displays the uptime metrics for a range of platform components such as web portal access and the call recording service. Scheduled maintaince events are also displayed along with a historical record of past incidents that may have affected the service.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• 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:
  • Physical access control, complying with another standard
  • 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: Recording data can be exported either via email as an attachment or as an mp3 download.
• Data export formats: Other
• Other data export formats:
  • Mp3
  • Wav
• Data import formats: Other
• Other data import formats: Users are not required to upload any data

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: ClarifyGo is fully hosted in Microsoft Azure with 99% availability.
• Approach to resilience: ClarifyGo meets the resiliency demands specified by the Microsoft certification requirements. Recording data for each tenant is stored within a tenant specific Azure Container associated with our Azure storage account. The storage account has GRS redundancy assigned, to mitigate for any regional disasters. Customer specific databases are backed up daily and stored within the same Azure account.
• Outage reporting: The status of ClarifyGo can be viewed online. Users can subscribe to performance alerts and also view real time as well as historical incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Authentication can also be via Microsoft Azure Active Directory/Entra ID
• Access restrictions in management interfaces and support channels: ClarifyGo has comprehensive set of permission sets that allows administrators to manage access to administrative level interfaces. Strong passwords, AD integration and MFA in place to protect the system from unauthorised access. Support channels are accessible to verified personnel only.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: That platform also supports integration with Azure AD/Entra ID

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 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Oak Innovation maintain a strict set of security policies and standards.
• Information security policies and processes: Oak Innovation are Cyber Essentials certified (certificate number 987a3ede-f6f8-487c-a4bc-b2e078b6fc9a). ; ; Our ISMS include a comprehensive set of security policies and processes that ensure data is protected and kept safe. Any incidents that are classed as a threat are reported to senior management. These are then thoroughly investigated and any findings along with the preventative steps to mitigate for future threats are documented. All staff are aware of and agree to our security policies, in addition to this they are subjected to regular training to ensure they are best equipped to recognise a potential security threat. ; ; Below is a list of some of the policies that form our ISMS:; ; Policies which make up our ISMS include:; ; Data Protection Policy; Information Security Policy; Computer Disposal Policy and Controlled Waste;; Access Control Policy; Cryptography Policy; Information Classification & Control Procedure; Emergency Preparedness & Response Policy; Virus Protection Policy; Internet Usage Policy; Remote Worker Policy

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our change management process is followed by all staff. Change requests are added into Jira and assigned to a particular component of the platform. These are reviewed weekly by senior staff including a stakeholder, and either rejected or accepted. Should they be accepted their security impact is discussed and any threats are mitigated for.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Oak Innovation use a 3rd party service to scan our platform for security vulnerabilities. These tests are carried out every six months. Results are analysed and compared against previous reports to identify new threats. These are then prioritised as High, Medium, or Low and given a remediation timeline.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Network infrastructure is regularly subjected to vulnerability scans to assist in identifying security weaknesses. This forms part of our vulnerability management program that protects the business from breaches and exposure of sensitive data. ; ; A log and audit trail of security related events is kept and used for reporting and alerting. In real time we utilise AD and O365 audit logging to monitor any key events. ; ; Any alerts are directed to our security team where they are prioritised for further investigation. High priority alerts are escalated to a crisis team, where they are monitored through to completion.
• Incident management type: Supplier-defined controls
• Incident management approach: Operational security is paramount to providing a secure and reliable SaaS service. As a Microsoft Certified recording partner, we follow a strict set of requirements laid out by Microsoft. These are documented and available on request. Any incidents raised are logged by our service desk and once a resolution is agreed, a report is produced. For critical incidents an RCA is completed. All RCAs are reviewed weekly by our incident management team.

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

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity

  Fighting climate change

  We understand the responsibility our organisation has in helping fight climate change and raising awareness amongst our staff. Our remote working policy allows staff to lower their carbon footprint by reducing commuting time. We also offer a cycle to work scheme to help staff in adopting the most ecofriendly form of transport.

  Covid-19 recovery

  During the pandemic Oak Innovation implemented remote working. Throughout this period, we noticed an improvement in staff wellbeing and have therefore continued to offer the option to work remotely post pandemic.

  Equal opportunity

  At Oak Innovation we are committed to eradicating any form of discrimination and inequality. Our remote working policy allows us to offer recruitment opportunities to all people regardless of their geographical or cultural background.

Pricing

• Price: £9.90 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Try ClarifyGo for Microsoft Teams free of charge for up to 30 days.

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