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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

Pricing

£4 to £60 a user a month

  • Education pricing available
  • Free trial available

Service documents

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

6 8 0 2 7 0 2 6 5 7 9 2 1 9 1

Contact

Citycom Technologies Limited vinod Kakkar
Telephone: 03309121212
Email: 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

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.