Vodafone Limited

Vodafone storm® LITE™ Contact Centre

Vodafone storm® LITE™ is a secure enterprise-grade omni channel cloud contact centre platform, with voice and digital channel interaction management. This CCaaS solution is Microsoft Teams certified, includes reporting and call recording and is accessible through a single, browser-based interface.

Features

• Omni-channel intelligent Automated Contact Distribution (iACD®)
• Web-based agent portal Desktop Task Assistant (DTA®) to manage interactions.
• Voice, Facebook, WhatsApp, Twitter, SMS, Email, Webchat channels available
• Integrated back office telephony functions, including Microsoft Teams.
• Service Designer™ workflow management tool to configure the contact centre
• Recorder™ integrated multi-channel cloud recording, storage and retrieval.
• View™ provides standard real time and historic report templates.
• Integrate™ CRM toolset for Salesforce & Microsoft Dynamics
• Machine Agents (AI) to manage digital and voice enquires.
• 99.99% core platform availability.

Benefits

• DTA® securely unifies all disparate systems and applications
• Intuitive, real-time interfaces deliver rapid time-to-service
• Enhance collaboration and efficiency through WebRTC, communication from all devices
• Secure remote location login for agents and supervisors.
• Enable omnichannel customer journeys
• Machine agents can be trained to replace agent interactions
• Deliver enhanced customer engagement
• Integrates with Teams, Salesforce and Microsoft Dynamics
• Intuitive, real-time interfaces deliver rapid time-to-service
• Evolves with your organisation with license flexibility.

£10 to £53 a licence 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 frameworks_team@vodafone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

722520552923676

Contact

Frameworks Team
03333 040191
frameworks_team@vodafone.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Vodafone storm® LITE™ is available to organisations with up to 200 agents. Call recording storage limit is 90 days, additional storage can be purchased on a per TB basis. storm® LITE™ has standard report templates which can not be customised. storm is multi-sited across resilient data centres, and all hardware is modular and resilient at every level, meaning that upgrades can take place with no disruption to service. Upgrade notifications are issued regardless.
• System requirements: Minimum operating system specification

User support

• Email or online ticketing support: 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: Standard customer support is available Monday to Friday (excluding UK public holidays) between 09:00 and 17:00 UK. ; Extended service Monday to Friday (excluding UK public holidays) between 07:00 and 19:00 UK is available at increased cost.; Tickets are categorised according to service impact (P1 - P4) as defined in standard service level agreement, please see terms and conditions standard response times are as follows. P1 : within 15 minutes P2 : within 30 Minutes P3 : within 4 hours P4 : within 1 working day.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New users are provided with dedicated training by specialised platform experts. This can be delivered either face-to-face or online. Face-to-face training sessions are delivered either on customer premises or at the Vodafone storm teams at Content Guru headquarters in Bracknell. Online training sessions are delivered via live instructor-led webinars.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data using storm's inbuilt reporting management tool, VIEW (into formats such as CSV, XLS and PDF). However, all data can be manually extracted by Vodafone storm's engineering team and delivered to the customer at the end of the contract, if this is required.
• End-of-contract process: Services can be decommissioned as part of the agreement, and there may be additional costs involved in decommissioning or transferring to other systems subject to the pre-agreed exit provisions.

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: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Optional Off-the-shelf API's are available for Salesforce and Micrcosoft Dynamics, subject to agreed specification.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Vodafone storm provides users with access to massive capacity. The platform can be scaled to accommodate services for any size of business. With sufficient capacity to accommodate in excess 50000 additional users, live storm services can be instantly scaled up when required without impacting service for other users.; Vodafone storm provides user organisations with access to an effectively unlimited number of ports in the cloud, with the platform able to accommodate tens of thousands of simultaneous calls.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard Historical General reports; • Incoming Communications (by channel); • Outgoing Communications (by channel); • Telephone Numbers Report (Incoming); • Telephone Numbers Report (Outgoing); • Outgoing Calls; • Internal Calls Report; • IVR Performance Report; • Call Data Record Analysis Report; ; Standard Historical Queue Reports; • Queues (voice) report; • Queue Transfers and Overflows (voice) report; • Queue Callback Summary report; • Queue Callback Requests report; • Serviced Queue Callbacks report; • Queues (email) report; • Incoming Email Details report; • Queues (web chat) report; • Web Chat Details Report
• Reporting types: Regular reports

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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: 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export all data via the VIEW reporting dashboard. VIEW has the facility for manual exports or for regular exports via FTP or email, and can be used to extract multiple different areas of data based on customisable criteria such as time periods.
• Data export formats: CSV
• Data import formats: CSV

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: As set out in the standard Service Level Agreement
• Approach to resilience: The storm platform is maintained across multiple secure data centre site to provide optimum availability and resilience. To this end, it is of paramount importance that all data centre sites and the data stored therein is synchronised. All constituent data centres supporting the platform are connected by resilient links, which are continuously subject to monitoring. All data centres and servers are kept in active-active configuration, with the resilient connections between them enabling the ongoing synchronisation of all services and data.
• Outage reporting: The support team provides email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Each organisation’s storm solution requires the purchase of one or two administrator licences. Administrators require these separate licences to access admin privileges. As with all users, these require RSA-secured login. Administrator seats are assigned to named users. Supervisors can be given restricted access to above-standard features, and this is fully-configurable by administrators.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: User-defined
• 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: KPMG are Vodafones ISO27001:2013 accreditor
• ISO/IEC 27001 accreditation date: 19/10/2023
• What the ISO/IEC 27001 doesn’t cover: Please contact Vodafone for a copy of our certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Services LTD
• PCI DSS accreditation date: Various
• What the PCI DSS doesn’t cover: All processes outside of those certified. Certification was for compliance with the Payment Card Industry Data Security Standard (PCI DSS) Version 3.2.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO22301:2015 for all Vodafone UK business units and functions

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: Adheres to ISO 27001. All data centres are accredited to IL-3 standard. The building is protected by physical security barriers and card access points, visitors are logged. User logins are RSA-authenticated, requiring PINs (minimum 4 digits) followed by an RSA SecurID that refreshes every 60 seconds. VPN access is restricted to the necessary employees. All successful or failed accesses to certain areas, such as audit trails or cardholder data, are logged. System logs are reviewed several times daily by engineers. Errors or exceptions are logged in an xcl file. Items are assigned owners according to expertise, and investigated. This file is reviewed by an Engineering Manager, ensuring all investigated items are progressed or closed. Access to the raw data is restricted to the Engineering Manager, ensuring a copy of the audit cannot have been tampered with. All servers within the CDE are time-synchronised to ensure consistency, and synchronised every 15 mins. A security manager ensures policies are adhered to and is the point of contact for all security incidents. All employees are given security policy with compulsory security training. Heads of departments attend ISMS reviews. Security incidents are recorded in the Security Audit Report maintained by the Security Manager

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Hardware or software changes on Vodafone storm may be of the following types: Standard changes, changes to services requested by clients & emergency changes. In all cases, a Hardware/Software Change Request form must be completed before the work is carried out. Requests for hardware and software changes are submitted to the Vodafone Change Control team to audit. Vodafone storm teams ensure all changes conform to release notes. All work is undertaken in pre-production and must be tested and signed-off by a senior engineer and Change Control team. Customers are notified. Jira / Remedy is used to approve and track changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The vendor employs an approved third party scanning vendor to perform internal and external vulnerability scanning. Based on the information provided on a regular basis by the third party, the vendor's security team review and action the necessary patching. All patches are tested in the lab environment prior to live roll-out. Frequency of deployments are based on criticality of patches and schedule of planned work.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Vodafone storm is monitored continuously day and night, on a 24/7 basis. The processes include interrogation of data logs and real-time alerts based on system performance. Potential compromises are actioned immediately by the support team, using established processes.
• Incident management type: Supplier-defined controls
• Incident management approach: Vodafone has standard documented procedures for incident management. User reports incidents to the Engineering Services team as part of the standard ticketing procedure. Incident reports are issued as per the agreed SLAs.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  Fighting climate change; We believe that urgent and sustained action is required to address the climate emergency. Business success should not come at a cost to the environment, and we are committed to ensure the greening of all our activities. We also see a key role for our digital networks and technologies in helping to address climate change. Digitalisation is key to saving energy, using natural resources more efficiently and creating a circular economy.; Our carbon reduction targets support those introduced in 2019 when the UK Government amended the Climate Change Act 2008 by introducing a target of at least a 100% reduction of greenhouse gas emissions in the UK by 2050. Vodafone’s own target, validated by the Science Based Target initiative, is to achieve net zero by 2040. We produce an annual Carbon Reduction Plan in line with PPN 06/21 which outlines the environmental management measures that will be applied in the performance of our contracts.; The Carbon Reduction Plan is published on our website here: Protecting the Planet | Vodafone UK

  Covid-19 recovery

  Covid-19 recovery; At Vodafone, we believe that everyone, everywhere should have access to technology. That is why our initiative – everyone.connected – was launched during the pandemic to close the digital divide.; The COVID-19 pandemic has caused a global economic crisis, creating a greater need for focus on inclusion and equality. As a technology brand, we are determined to support those who need it most – students, jobseekers, small businesses, remote communities and the elderly. This is because we know that being connected creates endless opportunities; from remote working, to education and staying in touch.; We will keep doing all we can to make sure nobody is left behind – because when people are connected, equal opportunities are created and the future is brighter. ; The programme has continued post-COVID and we are now committed to helping 4 million UK people and businesses cross the digital divide by the end of 2025. Details on our programme and our on-going commitments ; can be found here: everyone connected | Tackle the digital divide | Vodafone UK

  Tackling economic inequality

  Tackling economic inequality; Vodafone is committed to tackling economic inequality by helping to create new businesses, jobs, and skills. Since forming in Newbury, Berkshire in 1982, we have purchased products and services globally to innovate and achieve business growth.; Today, Vodafone works with over 9,000 suppliers. We’re strong advocates of the ‘one company, local roots’ concept. By creating opportunities for new businesses and supporting supply chain resilience, we enable our suppliers to recruit and grow. In turn, our partners maintain their own diverse supply chains of smaller, local partners, technology start-ups and market specialists. ; We encourage small and medium sized enterprises in our own supply chain, e.g. by offering them positive scoring in our RFQ process (which has a 20% weighting for sustainability responses) if they commit to introducing policies that align with Vodafone’s purpose. In this way, we aim to drive positive change in the supply chain. ; ; Vodafone is committed to tackling economic inequality for disadvantaged groups and areas. We support the UK Government’s ‘Good Work Plan’, the levelling up agenda and the Government’s priorities such as reduced reoffending and increased opportunities for disabled people. We work with leading public service provider, PeoplePlus, to help create opportunities for individuals from lower income households who may face barriers to employment. They are a national UK wide company and extension of the UK Job Centre who aim to deliver skills and training to ensure people can access the right employment and enhance their career prospects.; ; Vodafone’s work experience strategy addresses the underrepresentation of certain groups across the Technology workforce. We have offered work experience to over 4000 students since 2017 through programmes such as #CodeLikeAGirl and Innovators virtual work experience programme. Both programmes target a proportion of ethnic minority, female, and low social mobility students.

  Equal opportunity

  Equal opportunity; We are committed to equal opportunities in our workforce. Through our recruitment processes we:; o use gender neutral advertising for vacancies posted, running the advertisements through a gender decoder; o actively ensure diverse shortlists are provided to hiring managers as well as having diverse interview panels to ensure the candidate feels as comfortable as possible throughout the process; o Limit the “criteria/ essential” skills and reduce technical jargon where possible; o Anonymise CVs removing names, pro-nouns and photos ; o Remove university education from CVs ; o Run training for hiring managers on topics such as inclusive hiring, race and ethnicity, accessibility, discrimination, allyship and gender diversity. ; o Run campaigns related to diversity and inclusion with an intersectional approach aimed at increasing brand awareness and perception of Vodafone as a diverse and inclusive employer, as well as job applications. ; o Partner with external organisations to help create opportunities to attract greater diversity into our workforce. These include myGWork, a network for LGBTQ+ talent, Black Young Professionals network, and Evenbreak who have a community of 70,000 talent with disabilities.; o We have publicly available Fair Pay Principles that govern our approach to reward. ; ; Vodafone has come together with Ofcom and other organisations to sign Women in Tech, a pledge committing to promote the role of women in technology-based roles in the telecoms sector. We are committed to work together to increase senior representation of women, share best practice and help to drive change in Vodafone and across the industry. Our company goal is 45% women in management roles by 2030.; ; We have a range of employee networks who advocate for different groups including groups for LGBTQ+, BAME and disabled employees. We are signatories of the Race at Work Charter, Disability Confident Scheme and Hidden Disabilities Sunflower Scheme.

  Wellbeing

  Wellbeing; Vodafone’s Group Health, Safety and Wellbeing Policy expands on the Code of Conduct, setting out our commitment to establish a robust and durable health, safety and wellbeing culture. This policy is accompanied by detailed standards setting out the specific steps that must be taken to manage our greatest risks.; https://www.vodafone.com/about-vodafone/who-we-are/people-and-culture/workplace-safety/our-approach-to-safety; ; We have a multi-faceted employee wellbeing programme which covers:; • Physical health, including discounted gym membership, free access to a remote GP and discounted/free health assessments.; • Emotional and mental health. Silvercloud is a digital self-help support platform, endorsed by the National Institution of Health Care Excellence (NICE) as being an effective tool to maintain and improve wellbeing. Employees can access a variety of programmes including: Sleep, stress, resilience, Covid-19, positive body image, mindfulness, money worries.; • Financial wellbeing. We offer a personalised financial education tool.; ; Our commitments to wellbeing are supported by industry leading HR policies, e.g. our enhanced Maternity/Paternity Policies and a flexible working culture. We run an award-winning ReConnect return to work programme for those who have taken career breaks due to caring responsibilities. Our commitments are recognised externally, and we continue to be ranked as one of the UK’s top 10 ‘Best Workplaces’.

Pricing

• Price: £10 to £53 a licence 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 frameworks_team@vodafone.com. Tell them what format you need. It will help if you say what assistive technology you use.