TeleWare Plc

Teams Dialler for Salesforce

Teams Dialler for Salesforce adds inbound and outbound call capability within the Salesforce Lightning interface, allowing users to leverage Microsoft Teams telephony system as their call capability within Salesforce - making them more productive and workflows easier. Automating call actions and logging activity against accounts and opportunities.

Features

• Know who’s calling before answer, with automated caller information pop
• Make calls via Teams directly from Salesforce
• Eliminate manual data entry through automated call logging
• Automate tasks - logging, notes, call dispositions and follow-up activities
• Live call tracking and real-time analytics
• Monitor key performance indicators (KPIs) and call metrics
• Comprehensive call analytics and detailed call logs

Benefits

• Reduce admin overheads, enabling sales to focus on customers
• Sales representatives save valuable time by not switching between applications
• Enable quick access to customer information during calls
• Empower sales with a comprehensive view of customer interactions
• More effective communication
• Higher lead conversion rates, and accelerated sales cycles

£15.00 a user a month

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

Framework

G-Cloud 14

Service ID

705883129524738

Contact

Business Solutions
01845 521000
solutions@teleware.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Salesforce Lightning, also requires Microsoft Teams phone system licence and PSTN connectivity.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Requires Salesforce Lightning plus Microsoft Teams Phone System licence and PSTN connectivity through Teams.
• System requirements:
  • Capable of running Salesforce Lightning
  • Capable of running Microsoft Teams
  • Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: When a ticket is logged in service desk, there is an automated response, with a reference, and they are sent within 5 minutes of the ticket being automatically logged. General questions are not managed through a specific SLA however they are logged and responded to as soon as possible via our Support teams.; For general fault management the following priority levels and associated response times apply: Priority 1: 2 hours Priority 2: 4 hours Priority 3: 8 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: Yes, at extra cost
• Support levels: Teleware’s customer centric service vision is to put the customer at the heart of everything we do, our managed services operate 24x7x365 and the Teleware platform. Our Network Operation Centre constantly monitors and manages the performance of the platform, through capacity management, quality of service monitoring, resilience, availability, change control and incident management. All our processes are managed within our ISO27001 certified Information Security Management System, as well as our ISO9001 Quality Management system, which feature ITIL based procedures and functions. Combined, these factors enable Teleware to achieve customer service excellence. We class priority 1 as a complete loss of all services to all identities, priorty 2 is loss of all services to a group of identities, and priority 3 as minor cloud service faults not included in the above.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Through the implementation of a tailored program and Project Management Methodology, the Teleware Project Manager will ensure the project is governed through a controlled number of stages. It will be structured, documented and accessible with defined deliverables at each stage. Project governance, as agreed with the customer will be applied. Teleware leverage an unparalleled learning solution that combines content expertise with an intelligent platform, designed to transform the way users work with Microsoft technology. A highly personalised approach to change management gets users and their technology on the same team, preventing frustration, alleviating IT workloads & helping organisations reach goals. Teleware builds a customised adoption strategy to drive your company’s software usage. Our platform and strategy help deliver personalised learning programmes to every user or persona and importantly measures the impact of adoption and usage. Our platform uses big data, machine learning and a human touch to help you achieve your goals.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Not applicable - all data is stored within the customers own Salesforce instance.
• End-of-contract process: At the end of a contract the service is decommissioned on a pre-defined date, after which point the application is no longer accessible.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Operates within a customers own Salesforce/Microsoft Teams tenancy

Analytics

• Service usage metrics: No

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
• User control over data storage and processing locations: No
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Not applicable
• Data export formats: CSV
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: We commit to a 99.99% uptime availability for the platform. As standard we provide service and support in respect of faults relating to the cloud service at no cost, for which the SLA is as follows: Severity/Priority Level 1 (Complete loss of all Services to all Identities) - covered 24x7 has a 2 hour response target and a 4 hour fix target. Severity/Priority Level 2 (Loss of all services to a group of Identities) - covered 24x7 has a 4 hour response target and a 8 hour fix target. Severity/Priority Level 3 (Minor cloud service faults not included in the above) - covered 09:00 – 17:30 Monday to Friday, excluding Bank Holidays. Has a 8 hour response target and a 20 working days fix target
• Approach to resilience: The service operates as a part of the Microsoft Teams and Salesforce architecture, and therefore mirrors their configured/established resilience.
• Outage reporting: Not applicable, the service exists within the customers own Microsoft Teams and Salesforce instances/tenants and is not reliant on our platform for up-time.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Other
• Other user authentication: Microsoft Authentication
• Access restrictions in management interfaces and support channels: Defined by the customer, once the application is deployed to a customers Microsoft Teams/Salesforce tenancy they can enable or disable the dialler for individual users as required by policy - access to this function is controlled by the customer.
• Access restriction testing frequency: Never
• Management access authentication: Other
• Description of management access authentication: Defined by the customer based on the users Microsoft account access privileges

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 09/02/2024
• What the ISO/IEC 27001 doesn’t cover: Microsoft Teams and Salesforce as these are external to our organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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: This is governed by our ISMS Technical Services policy which details the processes and controls in place covering information security including: Access controls for physical access to computer rooms, data centres, or offices. Logical access controls based on active directory, with suitable policies in place covering password rules and constraints, as well as controls around requesting access and defined processes for user-IDs and privileged IDs. This also covers Network access which governs internet, wide area networks and firewalls. Hardware process are defined around laptops, PC's and mobile devices for staff as well as physical servers hosted in our data centres, all covered by system hardening standards through anti-virus and anti-malware, vulnerability scanning (external and internal), network performance monitoring, configuration scanning, audit logging and Microsoft Operations Management Suite (OMS). These are underpinned by senior management approved processes around change control, asset management, remote access, disposal and backup.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A change control process document is utilised which defines the technical change within technology environments (infrastructure, software, etc) this process is followed by all personnel unless prior authorisation has been provided by emergency stakeholders where the process cannot be followed for unexpected reasons. We define 2 key groups of staff “Change Advisory Board” (CAB) and Key stakeholders. The CAB is comprised of technical staff and key decision makers who evaluate changes to the production environments. The CAB is focused exclusively on reviewing Change Requests for risk and unintended consequences and agreeing for changes to be performed to production environment
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We employ external vulnerability scanner services to scan our platforms. The NOC conducts monthly tests using Qualsys SSL labs server test. All scans are maintained and initiated by the NOC according to the maintenance calendar. Scan results are compared to established baseline and where differences and issues are identified, raised as risks. Risks are prioritized as High, Medium, and Low status as indicated by the; tool that has identified it (Intruder, SSL Labs, or PEN testing). The following resolution targets relate to each severity: High - Immediate Medium – 1 month Low – 6 months Informational – Discretionary
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Teleware services are managed by our NOC. The NOC utilise multiple monitoring systems to maintain the confidentiality, availability and integrity of the service, these include Pager Duty, to alert our operatives; of critical and alert situations. PRTG network monitor to measure capacity and alerts for all servers, virtual servers, routers, switches, LANs and WANs. OCOM SIP monitor to measure call performance. Automated; diallers to ensure the integrity of end-to-end call routes, Azure security centre to ensure that security baselines are adhered to, and Intruder, a vulnerability scanner which monitors the external surface of the platform; for security vulnerabilities.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents are managed within Teleware's ISO 27001 compliant ISMS. All service incidents are managed and communicated through the Teleware service desk through agreed SLAs and priorities. Major; incidents affecting confidentiality, integrity or availability are managed within Teleware incident register. At the commencement of an incident, an incident owner is assigned who is responsible for assessing,; containing and communicating the incident as well as the resolution of the incident. All corrective actions and lessons learned are recorded and managed within our ISMS which which is reviewed by senior management and audited annually by LR

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

  Equal opportunity

  Equal opportunity

  Teleware is committed to tackling all forms of discrimination and inequality in both the workplace and the services the organisation provides. Our policy sets out how to promote equal opportunity and prevent all forms of unlawful or unfair discrimination, harassment, and victimisation. The aim of the policy is to:; • work towards the elimination of all forms of discrimination ; • create a positive culture, where diversity, inclusion and respect are core values and at the centre of our activities ; • ensure employees and senior management are engaged with development and implementation of this policy ; • encourage positive action to overcome disadvantage and discrimination ; • ensure highest possible standards are achieved in the delivery of our services to customers and in our employment practices ; • ensure equality, diversity and inclusion is promoted through work, both internally and externally Teleware is committed to: ; • creating an inclusive environment where individual differences and the contributions of our employees and senior management are recognised and valued ; • creating a working environment that promotes dignity and respect for all ; • implementing inclusive recruitment practices ; • ensuring development and progression opportunities are available to all ; • regularly reviewing service provision to ensure it is accessible, fair and appropriate to all groups within society ; • providing information and training to all employees and senior management to ensure that they are fully aware of electronic data interchange (EDI) issues and their responsibilities relating to these areas ; • ensuring that no person or group of people will suffer detrimentally in promotion or dismissal ; • ensuring workplace benefits are accessible to all ; • monitoring our workforce so that we can work towards ensuring they reflect the customers we are serving ; • assessing the impact of our policies, practices, and services ; • embedding EDI into our policies, procedures, and everyday practice

Pricing

• Price: £15.00 a user a month
• Discount for educational organisations: No
• Free trial available: No

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