VIRGIN MEDIA BUSINESS LIMITED

Unified Recording from Virgin Media O2 Business

Unified Recording is a secure, scalable and hosted recording service that can help you meet regulatory requirements, reduce costs and optimise workflows.
Buyers can record, review and audit calls&texts from your O2 mobile devices and collaboration tools eg. Teams. All from our easy to use portal.

Features

• Mobile Recording - Voice and SMS
• Collaboration Recording - eg. Teams
• Hosted recordings and portal
• Encrypted Data Storage
• Sentiment Analysis
• Transcription of Audio
• APIs
• 2FA Portal login for security
• AI Tags

Benefits

• Network based recording service and device agnostic
• Aids MIFID 2, EBA and FCA Compliance
• Full audit trail and history
• Improve training and workflows
• Storage periods ranging from 30 days to 10 years
• Save time and increase productivity
• Create playlist and grant secure access to 3rd parties
• Protect staff and customers
• Easy to use and secure

• Education pricing available
• 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 PublicProcurement@virginmedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

646993894049775

Contact

Lynne Magennis
07738 726687
PublicProcurement@virginmedia.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  Conferencing and virtual event

  • Web Conferencing Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Mobile, Teams
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: Priority 0= 15mins; Priority 1 = 1hr; Priority 2 = 4 hours; Priority 3 = 8 hours/1 business day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Recording is classified as a platinum grade service and all customers are subject to the same support level. All customers can make use of the service desk and enhanced technical support can be provided as and when needed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The entire service is set up by the Supplier without any assistance required from the customer end. We provide a demonstration of the service and we provide ad-hoc training as and when required. There is also a complete training and user guide available to access by a user within the portal at any time.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers can utilise the export API, download data directly from the portal or request creation of an S3 AWS bucket.
• End-of-contract process: At the end of the contract, the service turns into a 30 day monthly rolling contract which can be cancelled at any time. The price is subject only to RPI price increases.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: The documentation is provided by us to the Buyer as part of the service onboarding/offboarding activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Network-based recording service which records on the mobile tariff. Recording portal accessible via website.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The API can be utilised for offboarding recording metadata into private data storage or other archiving facilities. It can also be used to integrate into 3rd party products to enable further analysis of recorded data.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The platform is cloud native and therefore benefits from its scalability in terms of recording storage. The calls flow through our O2 network and therefore benefit from the massive investment we have placed into scaling and load balancing the O2 Mobile network.

Analytics

• Service usage metrics: Yes
• Metrics types: We have a number of reports which can be downloaded from the portal;; - Call and SMS extracts; - Volume of endpoints and provisioned endpoint statistics; - Audit trail and audit history; - Volume of legal holds; - Playback audit; - Volume and type of portal users; - Utilisation Summary; - Daily summary
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export their data via downloading CSVs and WAV files direct from the portal. A user call also utilise the API to set up automatic downloads.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • API
  • SFTP
  • SMS to Email
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: Other
• Other protection within supplier network: Private cloud network and secure encrypted SIP trunks.

Availability and resilience

• Guaranteed availability: The unified recording product has an SLA of 99.99%. We calculate this as follows: Total minutes in the month - total minutes of unplanned downtime. Divided by total minutes in the month. This is times by 100 to work out the availability of the service. We categorise incidents from Priority 4 (lowest) to priority 1 (highest). If the unplanned downtime exceeds 24 hours, we can apply service credits on a discretionary basis paid at a % cost of the per user license cost.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts and notifications directly from the service manager. there is also a dashboard which can be accessed to check if there are any issues with the service.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: IP address lockdown
• Access restrictions in management interfaces and support channels: We have no access to end user recorded data and we restrict access internally without explicit permission from a customer.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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

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 Plus • ISO 20000-1 IT Service Management • ISO 22301 Business Continuity Management • ISO 9001 Quality Management System
• Information security policies and processes: The Supplier has its own information security policy based on ISO 27001, with established internal processes for handling security events. The Supplier has in place security teams dedicated to specific areas, and is audited regularly by external auditors to ensure compliance.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The Supplier follows an internal configuration and change management process. Each change is processed through the following stages: Identifying the details of the change; Assessing the operational and security impact of the change; Gaining approval of the change; Authorising and scheduling the change; Notifying stakeholders about the change; Implementing the change; and Closing the change following review.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Processes based on ISO 27001 standards are in place to discover security vulnerabilities involving a combination of vendor notifications, authenticated/unauthenticated vulnerability scanning using industry-leading security platforms and penetration testing. Risks are recorded, tracked and mitigated through an internal risk management framework.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have a Systems Logging and Monitoring process governs protective monitoring. We use automated logging extensively using SIEM software in our network and IT infrastructure. This monitors user activity, configuration changes and to measure performance/compliance. We also use a range of tools to inspect, analyse and risk assess device event logs to detect suspicious activity incidents as well as report on overall pattern of usage. All potential compromises and incidents are tagged with a priority category and response times will vary depending on their priority level.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our Incident Management approach is based on ISO 27001 standards. It governs the processes in place to manage incidents detected by our; monitoring systems or reported by Buyer. The process defines how the Supplier will manage the lifecycle of an incident, from identification to closure. The process includes pre-defined processes for common events. Users can report incidents to the Supplier's IT Service Desk. All information related to incidents are logged on our system to provide a full audit trail.
• Post-quantum cryptography secure: No

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Time-limited 30 day Proof of Concept (POC) account with supplied demo SIMs and recording licenses.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: Tuesday 6 January 2026
• What the ISO/IEC 27001 doesn’t cover: The certification applies to the Information Security Management System (ISMS) covering the design, development, installation, maintenance and operation of business-to-business telecommunication services, and IT service management of these operations, in accordance with the Statement of Applicability. Any activities or services outside this scope are not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: National Quality Assurance (NQA)
• ISO 9001 accreditation date: Tuesday 6 January 2026
• What the ISO 9001 doesn’t cover: The certification applies to the Quality Management System (QMS) for the design, development, installation, operation, and maintenance of business-to-business telecommunication services. Any activities or services outside this scope are not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group Security Services
• PCI DSS accreditation date: Monday 27 January 2025
• What the PCI DSS doesn’t cover: Systems outside the assessed cardholder data environment.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1dc27062-ca1b-4004-9f4b-f52c2b60e0e6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd3604c8-09d1-4410-bb61-62deba59000d
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000-1 IT Service Management
  • ISO 22301 Business Continuity Management

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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