Kerv Experience Limited

Direct Routing for Microsoft Teams

Direct Routing is a simple and cost effective solution, allowing you to make and receive calls to external landlines and mobile phones from Microsoft Teams. Kerv's Direct Routing for Teams allows you to connect to the public telephone networks saving you time and money when compared to Microsoft Calling Plans.

Features

• Visual dial plan editor with drag and drop configuration
• Administration dashboard with full Voxivo feature configuration options
• Reporting and Analytics with real time and historical data records
• Calling Plans covering 35+ countries with flexible offers
• Fully voice enable Microsoft Teams
• CRM integration with all the major CRM platform providers
• Call recording either by universal rule or on demand recording
• Mobile twinning allowing calls to ring on a users mobile
• Call management features including ACD, IVR, hunt groups, call queues

Benefits

• Quick and simple call flow configuration saving time and money
• Simple administration portal which lower support and technical overheads
• Easy access to data for improved MI and cost control
• Cost effective and flexible call ingress and egress
• Optimise your O365 RoI and remove legacy platforms
• Deliver improved customer service and user experience through CRM integration
• Manage compliance, training and conflict resolution with call recording
• Maintain call control on the go with ring strategies
• Interactive voice response, call forwarding, contact management and outbound dialling

£2.40 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 julian.barrow@kerv.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

643346315457246

Contact

Julian Barrow
02089407513
julian.barrow@kerv.com

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: Direct Routing can be used as a standalone solution to power MS Teams or in conjunction Voxivo enabling more advanced PBX features or with the contact centre software products VoxivoCX and Genesys Cloud and Zendesk to provide back office telephony features.
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Microsoft Office 365 E3 licenses plus Phone System
  • Microsoft Office 365 E5 licenses
  • Teams client installed
  • Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Kerv have a 1 hour acknowledgement SLA on all email and online support tickets during normal business hours (8:30 to 18:00 Monday to Friday - excluding English public holidays) and an SLA of next business day + 1 hour outside normal business hours. Depending on the priority of the request, an SLA resolve time of 1 hour to 12 hours is in place. All tickets are logged and tracked through Kerv's Zendesk ticketing platform.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Kerv have no special accessibility features in place for webchat. The webchat on www.kerv.com doesn’t block any accessibility extensions that a user might have in place.
• Web chat accessibility testing: Kerv have not carried out any testing. ; Kerv simply use the functionality of our third party supplier, Zendesk.
• Onsite support: Onsite support
• Support levels: Kerv provide inclusive support for Voxivo through the Service Desk team who are responsible for Proactive Monitoring, Incident Management and Change Management. ; Service levels are defined by the Priority level of the incident. A P1 incident is defined as affecting all users. A P2 incident is defined as affecting a group of users and a P3 is defined as an incident affecting one or a few users.; Service levels are also governed by whether the incident occurs during the standard working day (8:30 to 18:00 Monday to Friday - excluding English public holidays). We aim to acknowledge a ticket within one hour of receiving it. After acknowledgment, a ticket is assigned to an engineer who then has a resolve target time.; The vast majority of support tickets are resolved remotely. However, if an onsite visit is required to resolve an incident which cannot be resolved by Kerv engineers remotely, the visit is free of charge. If a site visit is requested by a buyer where not deemed necessary by Kerv , a call charge of £90 per hour is levied.; Kerv provide a Service Delivery Manager and an Account Manager to all Voxivo customers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When a new user is set up with Direct Routing, Kerv will walk them through the onboarding process including inbound and outbound dial planning and number porting. If a company is looking to use Voxivo4Teams, administrators are sent a welcome email with details of how to access their browser based portal including a unique username (email) and password. There is a guided help tour for all users when they first access the platform and this can be accessed at any time when you are within the Voxivo portal.; To support the guided help tour, all users have access to help guides, knowledge bases and how-to videos. Where additional training is requested by a buyer, Kerv deliver a series of training courses from end user training, administration training and train the trainer which are priced as per our SFIA rate card.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video format through our YouTube channel
• End-of-contract data extraction: Forms provide both a data export from the browser, or APIs are available for users to extract their data. Recordings will be available for a period at the end of the contract period to allow users time to retrieve(where Voxivo has been used to record calls)
• End-of-contract process: The buyer is responsible for moving away from Kerv including all costs associated with sourcing a new provider and any porting charges if they are moving their telephone numbers from Kerv to a new provider. The buyer is also responsible for migrating any data they require from Voxivo and must assume cost liability for this.

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
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Differences are limited to the features of the Microsoft teams App.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Teams Administration Portal for standard Direct Routing.; ; Voxivo is accessed through a web browser (https://www.voxivo.com) and depending on your access credentials (username and password) will determine whether you have access to the administration portal or a user portal.; ; The administration portal is where a system administrator can configure all aspects of Voxivo4Teams.
• Accessibility standards: None or don’t know
• Description of accessibility: Tested by Microsoft https://blogs.msdn.microsoft.com/accessibility/2017/02/20/supporting-enterprise-and-government-customers-with-accessibility-standards-conformance-testing-for-microsoft-products/
• Accessibility testing: No testing has been completed.
• API: Yes
• What users can and can't do using the API: The API interface can be used to perform most functions, both administrative, maintenance, and user focused.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users are able to fully create and manage their own dial plans, purchase DDI numbers, provision extensions, manage users, twin with mobile devices, configure huntgroups, acd queues, time schedules, forwarding amongst other features. Voxivo4Teams is designed to be configured and customised by the users.; Microsoft Teams is administered through the Microsoft Admin Portal.

Scaling

• Independence of resources: Kerv's Direct Routing platform and Voxivo4Teams is built to automatically scale to demand and uses an automated application deployment, scaling, and management system designed for this purpose. OSS systems constantly monitor the usage and capacity of the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: CDR, Dashboards, Exported Reports, Custom Reports
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: No
• 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: Forms provide both a data export from the browser, or APIs are available for users to extract their data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .mp3
  • JSON (API)
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON (API)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: Kerv's Direct Routing and Voxivo4Teams is designed with a resilient architecture and therefore Kerv will use commercially reasonable best efforts to provide 100% uptime with the exception of occasional planned maintenance windows, unavailability caused by circumstances beyond our reasonable control, misconfiguration by the end user. SLA credit arrangements for availability are available upon request during contract negotiation.
• Approach to resilience: Kerv's Direct Routing platform and Voxivo4Teams is hosted in an active / active configuration across two geographically separated UK data centres. The network connections at both data centres Kerv utilise two different network carriers and servers are hosted on virtual infrastructure to provide hardware level redundancy. This allows for the service to continue to function in the event of a site, network or hardware failure. Kerv monitor all aspects of the service to enable Kerv to be able to proactively respond to any failures that compromise that may compromise the resiliency.
• Outage reporting: We inform our clients via e-mail as standard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to functionality is granted based on user privilege.
• Access restriction testing frequency: At least every 6 months
• 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: At least 12 months
• 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: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: 02/09/2018
• What the ISO/IEC 27001 doesn’t cover: The Scope of Kerv's Information Security Management System covers all Kerv's people, processes and technical systems supporting the provision of telecommunications and IT services, hosted and on premise telephony and cloud contact centre solutions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Through Speik, accredited by Clive Boconzaaier, QSA Cipher Seurity LLC
• PCI DSS accreditation date: 07/09/2018
• What the PCI DSS doesn’t cover: Credit card payments that are not made via the telephone are not covered by Kerv's PCI services.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials

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: Cyber Essentials
• Information security policies and processes: ISO27001 : Regular monthly management review, bi-annual external audit, annual compliance review.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management are managed by the policies defined within our ISO27001 accreditation. Change requests are logged and tracked in our operational jira system and each is subject to a risk and security impact assessment which determine the level of approval needed. The lifecycle of the change is tracked through the jira system. Changes are implemented in a dedicated staging environment before being deployed to the live environment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Kerv subscribe to a number of external services to obtain information about potential threats; Industry bodies (ITSPA, Ofcom), Security forums (CNR by CiSP/NCSC), and Penetration testing (External, Network, Website). Potential new threats are logged as Incidents and an assessment of the threat is immediately performed based on a Risk Assessment Methodology and Operational IT Security defined within our ISO27001. High/Critical patches will be applied immediately. Patches to the system to remediate threats are subject to the change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Kerv employ systems to identify and automatically block attempted compromises and unauthorised access , and to provide systems for audit logging. These include IDS, Two-Factor authentication, and Firewall Policy. When a compromise or attack is detected it alerts IT operational staff and either automated action or immediate manual intervention is taken to block the occurrence. Incidents are managed in accordance with the Incident Management Procedure.
• Incident management type: Supplier-defined controls
• Incident management approach: Kerv's incident management process is defined as part of the ISO27001, which identifies procedures for reporting and handling incidents. Kerv operate a helpdesk for customer interaction regarding problems and incidents, and an operationalised ISMS system implemented in jira.

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: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Kerv carries the ISO:140001 certification, we will identify opportunities to remove/reduce environmental impacts through the contract. Initially, we conduct discoveries, either as pre-sales or as part of detailed analysis/design work, during which we look at ways of incorporating energy efficiencies by:; • Designing low-carbon cloud-first services by migrating away from energy inefficient on-premise services.; • Designing energy efficient services (e.g. Remote Network Testing systems) for clients with measurable carbon reductions e.g. eliminating hardware, paper, printing toners and printers.; • Plan and agree energy efficient ways of working e.g. reducing the need for onsite meetings through collaboration tools.; These measures are captured in the solution design and project plans and reviewed with clients through project governance. Through our Environmental policy and management system, we review operational activities to ensure compliance with legislation and identify opportunities to reduce emissions, waste, pollution and promote energy efficiency. This is reviewed bi-weekly.; Our Carbon Reduction Plan details our objectives and associated actions over the next 5 years, to sign up to SBTI and offset our carbon footprint through credits/tree planting schemes.

  Covid-19 recovery

  Kerv did not furlough any staff during the crisis and have continued to recruit throughout. We’re actively looking at ways to support the recovery through adaptation of existing practices and introduction of new ones, such as applying for the Government Kickstart programme via a Kickstart Gateway and supporting the employment of veterans of the British Armed Forces as we have committed to do for other frameworks and partnerships.; To support re-employment, Kerv will work with Buyers to understand local and national priorities. Where appropriate Kerv will support practices that identify recruitment and training opportunities, prioritising those that had become unemployed as a result of the crisis and re-training where appropriate. ; Where possible, we will support developing supply chains in areas that align with the Buyers requirements whether locally or nationally. Kerv will continue and increase its support for SMEs and social enterprises and provide flexibility in its supply chain, where appropriate, to ensure that buyers’ requirements can be met using providers who are supporting re-employment.; We have an externally audited governance function that is represented at Board Level and provides a framework for our processes and procedures, and it is aware of relevant government legislation and contractual commitments we make. Targets will be agreed as appropriate with Buyer’s and our ISO:9001 QMS and supporting policies will be used to ensure employment and supply chain opportunities are managed and measured affectively against targets.

  Tackling economic inequality

  Kerv was founded to be an ethical business with the aim of achieving positive social impact through its commercial activity in the provision of SaaS services, software development, digital transformation and DevOps support services.; The ambition was encapsulated in our ‘Build Future’ mission statement to support the long term success of our clients, employees and community. We’re dedicated to a small number of vertical markets, of which NonProfit and Government are core sectors, and actively invest to give back to our customers, an example of which is our NonProfit and Government ‘powerUps’. This IP is donated free to NonProfit and Public Sector clients to solve the ‘common but hard’ problems, reducing costs and delivery times for projects utilising the Microsoft Power Platform in conjunction with Genesys.; We operate in a high-growth sector, where skills are at a premium. We will continue to invest in initiatives to provide access to digital skills. For example:; • Generation UK offers fast-track training for young people from deprived areas, leading to apprenticeships. As a wider group, Kerv have taken on 4 apprentices and are seeking to expand this.; • Power Platform school – Kerv Group companies have a partnership with Microsoft to provide learning opportunities to adults from the BAME community. Activities include a charity Hackathon and mentoring programme, sharing lessons and skills from industry leaders.

  Equal opportunity

  We support equal opportunities, encouraging employees to gain industry-recognised qualifications. As Kerv, we provide all staff fully funded Genesys and Microsoft qualifications, vocational skills, leadership development, staff development and formal appraisals. Kerv celebrates and encourages all aspects of diversity.; To promote diversity and motivate teams, staff can work flexibly to promote a better work/life balance. Leave arrangements support religious festivals, maternity and sick leave requirements. Benefits include an employee assistance programme, private healthcare, performance-related pay and share options.

  Wellbeing

  Kerv is a socially conscious business, which services clients and projects that have a positive social impact on society.; We’ve a strong cultural identity and mission statement that is ‘Build Future’, which means we always take the long-term view and invest in the success of our employees, local community and customers across our chosen markets of Non-profit/ membership & UK Public Sector.; We strive to operate to the highest standard and are committed to providing a positive workplace for staff and their physical and mental wellbeing.; As a plan of action: Our policies, processes and procedures are set-out in our Business Management System and Staff Handbook that provide guidance for day-to day activities, clearly upholding best practice and employee interests as part of our conformity to our ISO:9001, ISO27001:2017 and ISO27701:2019 standards.; Progress and output is reviewed by the Governance Team on a monthly basis and escalated to the Executive Board, as necessary.; Additionally, we’ve launched a Staff Wellness and Employee Assistance Programme, a staff driven and company funded initiative specifically focused on promoting mental and physical wellbeing. We have a dedicated Teams Channel and a dedicated section in the Company Newsletter to share numerous and various activities and events arranged for staff. Our success is measured by our Employee Satisfaction Survey results and our success is demonstrated by our employees voting us in 11th best place to work in the UK 2023/24 (Best Place to Work).

Pricing

• Price: £2.40 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Direct Routing from Kerv and Voxivo4Teams is available on a 30 day trial basis. The full feature set is available to trial. Please contact sales.experience@kerv.com for full details

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 julian.barrow@kerv.com. Tell them what format you need. It will help if you say what assistive technology you use.