Prodec Networks

8x8 Cloud Contact Centre

X-Series provides UCaaS, CCaaS and CPaaS services from VOIP telephony (X1), through text, voice and video media support up-to full contact centre (X8). 8x8’s omnichannel contact centre includes speech analytics, AI, skills-based routing, Intelligent IVR, predictive campaign dialler, dashboards, customisable wallboards, quality management and media recording with open API integration.

Features

Customer Journey Analytics: Customer Relationship Management. Customisable web wallboard/dashboards
Contact Centre: omni-channel, single platform; CRM, CTI. Free flexible training
Quality Management: real-time dashboard reporting; agent scoring, screen recording
Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
CCaaS: standard/intelligent IVR, AI, ML, Bots, ACD, skills-based routing.
VoIP, web chat, queuing, web callback requests, speech recognition
CCaaS: call recording, screen capture, data stored in UK. Multilingual
Collaboration via online meetings, video chat/video calls/video conferencing
Open APIs, CRM integration (Dynamics, Salesforce, NetSuite, Zendesk); PCI integration
Interoperability (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)

Benefits

Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
Distributed/remote workforce act as a unified contact centre team.
Co-browse with customers to promote channel shifting, enhance customer service
Low-cost: single-view reporting; flexible: cloud-based, usable on any phone endpoint
Interact on a customer's chosen contact channel: facilitate digital inclusion
Expedite and automate quality monitoring for a uniformly high-quality experience
Secure, reliable built-in business continuity and disaster recovery
Scalable with limitless capacity. Can use existing contact centre hardware
Peace of mind: extensive security, including Cyber Essentials Plus, ISO27001

£3.99 to £115.40 a user a month

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
Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

Contact

Prodec Networks Jon Sugden
Telephone: 0118 960 2500
Email: jon.sugden@prodec.co.uk

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: 8x8 performs planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
System requirements: Personal computer, MacBook or web browser-enabled device

A high-speed connection to the Internet

IP telephone device

Mobile access: Download free App; iOS and Android only

User support

Email or online ticketing support: Email or online ticketing
Support response times: 8x8’s UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues. Core business hours for the Customer and Technical Support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK in order to maintain this service level.
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: 8x8’s UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues. Core business hours for the Customer and Technical Support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK in order to maintain this service level.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your 8x8 system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Open API (also known as Swagger)
End-of-contract data extraction: Within 24 hours of the expiry of the Contract, data is automatically deleted from 8x8 systems. Customers must utilise the built-in product features which provide data exports, or utilise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
End-of-contract process: At the end of the initial contract there is a period of auto renewal where a customer can cancel service or continue on the same terms. After the auto-renewal period, contract will need reviewing before service can continue. All data will be destroyed and adequately disposed once contract is terminated.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Mobile accessibility via a download free app; iOS and Android only.
The application is consistent therefore, looks and works in the same way for the mobile device as the desktop service.
Service interface: No
User support accessibility: None or don’t know
API: Yes
What users can and can't do using the API: 8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
API sandbox or test environment: Yes
Customisation available: No

Scaling

Independence of resources: Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The 8x8 Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing.

Analytics

Service usage metrics: Yes
Metrics types: A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
Reporting types: API access

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: 8x8

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)

Other locations
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 every 6 months
Penetration testing approach: In-house
Protecting data at rest: Encryption of all physical media
Data sanitisation process: No
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: A number of online tools exist in the 8x8 applications, as well as low level access to data stores through the APIs.
Data export formats: CSV

Other
Other data export formats: PDF

Json

XML

XLS
Data import formats: CSV

Other
Other data import formats: Test data

WAV files (for audio)

Various image file types for Avatars

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 aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. 8x8 enables the delivery of a consistent and reliable end user experience due to a highly available architecture supported by a platform-wide uptime SLA of 99.999%. 8x8’s records and data are basis for all service availability calculations and determinations. 8x8 use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of 8x8’s Customer Support channels. To receive Service Credits, the Customer must notify 8x8 within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the 8x8 invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
Approach to resilience: A dedicated Architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
Outage reporting: The 8x8 NOC provide management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

User authentication needed: Yes
User authentication: Other
Other user authentication: The 8x8 services is accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them.
Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
Access restriction testing frequency: At least every 6 months
Management access authentication: Other
Description of management access authentication: All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.

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: Less than 1 month
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: Less than 1 month
How long system logs are stored for: Less than 1 month

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Alcumus
ISO/IEC 27001 accreditation date: 18/10/2018
What the ISO/IEC 27001 doesn’t cover: Software development, Infrastructure Operations, Product Management, HR and all offices outside Aylesbury in the UK are not covered by our ISO 27001 certification.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: Mar-2019
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: None
PCI certification: Yes
Who accredited the PCI DSS certification: PCI-DSS SAQ-D Solution Provider QSA Signed AOC
PCI DSS accreditation date: 01/07/2018
What the PCI DSS doesn’t cover: N/A
Cyber essentials: No
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: FISMA

HIPAA

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: 8x8 is certified FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC.
8x8 is also HIPAA certified (for health information).
In the UK, 8x8 additionally has ISO27001 certification and PCI-SAQ-D.
Information security policies and processes: The 8x8 SIEM team, reporting into the Global Information Security and Compliance Manager, manage the proactive monitoring of information risk bulletins from both government and commercial security organisations, and reactive monitoring of 8x8 systems for security events. This team manage any actions required to be performed by Engineering or Operations teams.
Ongoing internal audits by dedicated auditing staff monitor for compliance to all standards 8x8 are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team.
8x8's SDLC described policies and processes to ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed, including automated testing in 8x8's CI/CD - Continuous Integration/Deployment systems.
8x8 practices secure coding, starting with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with various code SAST scans including Coverity, Rapid7, Carbon Black, Burp Suite Enterprise, Qualys and others operated throughout systems on a continuous basis. Manual and automated Pen Testing is performed on final packages before being released into production.

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: The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: All 8x8 production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on 8x8 systems is treated as Sensitive, any suspected data loss is treated as a loss of "sensitive" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented.
Incident management type: Supplier-defined controls
Incident management approach: The 8x8 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The 8x8 Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report.

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

Pricing

Price: £3.99 to £115.40 a user a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: 8x8 is able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

Service documents

Pricing document

PDF
Skills Framework for the Information Age rate card

PDF
Service definition document

PDF
Terms and conditions

PDF
Modern Slavery statement

PDF

Request an accessible format

Cookies on Digital Marketplace

8x8 Cloud Contact Centre

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents