Citycom Technologies Limited

Vodafone Business and RingCentral Unified Communications

Access all your communication apps through a single platform, integrate with Microsoft Teams Operator Connect or Direct Routing, Call Recording, Contact Centre, Built-in Quality of Service, Fully Managed.

Features

• Ranked #1 in Gartner critical capabilities report
• Soft clients with integration into Google and Microsoft
• Web Apps that enable calling at your fingertips
• Rich control and visibility
• Ad-hoc or blanket voice recording for compliance and protection objectives
• Hundreds of integrations, with API’s & SDK’s to build more!
• Flexible meetings & messaging, infused with AI technology
• All core licences include Desktop Mobile App and Web RTC
• Integrated with company directory
• Account Site / Admin Web Portal

Benefits

• Role-based access control with customized roles/ permissions
• Role-based access control with predefined roles/ permissions
• Active Directory Sync
• Single Sign-on
• Hot desking
• Popular CRM Integrations SFDC ServiceNow Dynamics Zendesk
• Analytics
• Scheduling & reporting APIs
• QoS
• Unified App for calling, messaging, meeting

£4 to £60 a user a month

• Education pricing available
• Free trial available

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

Framework

G-Cloud 14

Service ID

680270265792191

Contact

vinod Kakkar
03309121212
vinod.kakkar@citycom.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Internet connectivity is required
• System requirements: Cannot have both Premium & Standard subscriptions on one system

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 60 Minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: In terms of product, our goal is not only to meet the industry standard of WCAG 2.1 AA, but to create experiences where anyone who accesses the Zendesk platform with assistive technology has a productive and successful experience.
• Onsite support: Yes, at extra cost
• Support levels: We provide 3 tiers of support, Standard, Premium, and Enterprise; cost can vary depending on the number of users and overall support requirements; our support will come with a technical account manager and cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Fully managed deployment, onsite training, online training and user documentation are provided. ; ; The service is deployed with zero downtime for the business, using best-in-class project management. ; ; We will manage, number porting, replication of Hunt groups, queue's, call centre features, reporting with 24/7 support during the go-live phase.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: The data can be exported in various formats, namely CSV's and wav files fo call recordings.
• End-of-contract process: The customer will roll on to a 30-day rolling service no disturbance to the business.; ; Should the business serve notice to terminate, we will offer full support in de-commissioning the service on a chargeable basis time and material depending on the scope.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: An admin portal is available for all configuration requirements.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: The RingCentral app comes with accessibility built directly into its default software interface so that everyone can have an optimised experience right away. No additional configurations or settings necessary.
• API: Yes
• What users can and can't do using the API: The RingCentral API Reference is generated from the RingCentral API Swagger specification and is based on the Open API Specification.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Different packages are available depending on the use case.

Scaling

• Independence of resources: Workforce management (WFM); Optimise agent schedules to maximise coverage and minimise idle time so customers are not left in the cold during peak times and agents are not idle during quiet times.

Analytics

• Service usage metrics: Yes
• Metrics types: A wide range of metrics are available from cradle to grave on each extension.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Vodafone

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

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 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:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: CSV or WAV depending on nature of the files
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: 99.9% uptime service level agreement (SLA)
• Approach to resilience: Information available on request
• Outage reporting: API's, Email Alerts, Text messages, A public dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Role defined
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: COALFIRE CERTIFICATION, INC
• ISO/IEC 27001 accreditation date: December 6, 2023
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: CompliancePoint, Inc
• PCI DSS accreditation date: 20/06/2023
• What the PCI DSS doesn’t cover: None
• Cyber essentials: No
• 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: Staff Communications, Engagement Mechanisms, and Ongoing ISMS Operation and Improvement

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: All changes are tracked and can be viewed on the admin portal
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use Bugcrowd for our Bug Bounty program to triage all externally provided reports, make sure they ; are within the rules of engagement, and confirm the necessary information. If the report is valid, we ; reward the researcher and remedy the issue
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: E. Logging and Monitoring.; ; RingCentral shall ensure that:; ; i. All systems, devices or applications associated with the access, processing, storage, communication and/or transmission of Protected Data, generate audit logs.; ; ii. Access to Protected Data is logged.; ; iii. Logs include sufficient detail that they can be used to detect significant unauthorized activity.; ; iv. Logs are protected against unauthorized access, modification and deletion.; ; v. Logs are sent to a centralized location for aggregation and monitoring.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: VBUC's incident response capability is designed to comply with statutory and regulatory obligations governing incident response. As such, RingCentral; ; i. Maintains an incident response capability to respond to events potentially impacting the confidentiality, integrity and/or availability of Services and/or data including Protected Data.; ; ii. Has a documented incident response plan based on industry best practices.; ; iii. Has a process for evidence handling that safeguards the integrity of evidence collected to including allowing detection of unauthorized access to, and; ; iv. Will take appropriate steps and measures to comply with statutory and regulatory obligations governing incident response.

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

  Environmental Management: Utilize energy-efficient cloud infrastructure and data centers that significantly reduce carbon footprints. Offer cloud solutions that optimize resource usage across government operations, reducing waste and promoting sustainability.; Sustainable Procurement: Implement procurement practices that prioritize environmentally sustainable and ethically sourced products.

  Covid-19 recovery

  Support for the Community and Vulnerable Groups: Implement data solutions that assist government bodies in tracking vaccine distribution and managing public health data securely. Develop applications that facilitate remote learning and digital inclusion for vulnerable populations.

  Tackling economic inequality

  Employment Opportunities: Commit to creating job opportunities locally where services are deployed, focusing on apprenticeships and entry-level positions for younger individuals or those from disadvantaged backgrounds.; Skills and Supplier Diversity: Use a diverse range of suppliers, including SMEs and those owned by underrepresented groups. Provide training programs to upskill local workers and businesses in cloud technologies and digital transformation.

  Equal opportunity

  Inclusive Recruitment and Retention Strategies: Develop and enforce recruitment policies that promote diversity and inclusion within the workforce. Use tools like AI to remove bias from hiring processes and to support fair treatment and progression of all employees.; Accessibility: Ensure that all digital services and platforms are fully accessible, adhering to the latest web accessibility standards to support users with disabilities

  Wellbeing

  Mental Health: Provide digital tools that support mental health initiatives, such as apps for mental health management or platforms that offer wellbeing resources to employees.; Community Engagement: Create platforms that enable public sector workers to engage with the community through virtual town halls or feedback systems that help improve public services.

Pricing

• Price: £4 to £60 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: You can have access to the full version for 30 days trial.

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