PURE CLOUD SOLUTIONS LIMITED

Unified Communications as a Service (UCaaS) & Cloud Telephony

A unified communications service combines voice, video, messaging, and collaboration into one platform. Enhanced with agentic AI, it automates routine tasks, prioritises communications, and proactively supports users. This improves productivity, enables flexible working, reduces complexity, and strengthens organisational efficiency across modern UK businesses.

Features

• Browser-based communication
• Unified call management
• Integrated video conferencing
• Real-time presence status
• Secure-by-design architecture
• Native CRM integration
• WebRTC-based mobility
• Contact centre features
• Agentic AI
• Analytics and reporting

Benefits

• Browser-based calling works anywhere, making access easy for every user.
• WebRTC mobility allows communication anywhere, keeping teams reachable with ease.
• Real-time presence shows availability clearly, helping colleagues avoid wasted attempts.
• Integrated video conferencing launches quickly, helping teams meet fast easily.
• Secure-by-design architecture protects systems automatically, reducing risks without user effort.
• CRM integration shows customer details instantly, helping staff respond faster.
• Centralised call management streamlines routing, helping teams handle calls better.
• Contact centre tools enhance customer handling, helping agents respond faster.
• Faster response times improve customer experiences across channels and touchpoints.
• Analytics provide clear insights, helping leaders make faster decisions easily.

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

782497642360852

Contact

Nick Matthews
03331506780
support@purecloudsolutions.com

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Enterprise community
  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
  • Virtual Event Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Services include regular planned maintenance to ensure security, stability and feature improvements. These maintenance windows are scheduled in advance and communicated proactively, allowing customers to plan around any temporary service impact.; ; Support is provided for approved hardware and certified configurations. Using non-certified devices or unsupported network setups may limit the level of assistance we can offer and can affect system reliability. To ensure the highest level of performance and full access to support, we recommend maintaining approved equipment, keeping firmware updated, and following the published configuration guidelines.
• System requirements:
  • Reliable business-grade internet connection
  • Modern supported browsers
  • Certified hardware
  • Network must allow signalling traffic without restrictive firewalls
  • Sufficient bandwidth
  • All user devices must remain updated
  • UPS protection recommended
  • QoS configuration
  • Segmented VLAN setup advised
  • Regular maintenance

User support

• Email or online ticketing support: Yes
• Support response times: Our internal SLA requires responses to email tickets within 15 minutes. Cases raised by phone are handled immediately where possible. Response times may vary depending on the nature of the issue and whether third parties, such as ISPs, are involved.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Accessible through a website widget.
• Web chat accessibility testing: An established product provided by Wildix, with all testing and development carried out in-house for their proprietary system.
• Onsite support: Yes
• Support levels: Level 1 issues cause major disruption to core functions such as service delivery, traffic, billing, or maintenance. They require immediate corrective action, and customers may report them online or by telephone at any time. Level 2 issues seriously affect more than half of system operations and also need prompt attention, though they may be reported only during office hours. Level 3 issues have a limited impact on system performance and do not significantly affect customer service. These may include minor faults or non-urgent queries and can be reported online or by phone within office hours. Level 4 covers general support requests, including configuration, setup, training, or “how to” guidance, and is chargeable unless covered by the agreed services. Response targets range from two hours for Level 1 to twenty-four hours for Level 4, with corresponding workaround times set for each priority level. Support levels vary according to the size and needs of the organisation. Any extended or out-of-hours support falls outside standard provision and will incur additional charges. Pricing for these enhanced services is available on application, ensuring support arrangements remain aligned with each organisation’s requirements.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We help users start using our service through a structured onboarding approach designed for rapid adoption. This includes clear user documentation, step by step setup guides, and administrator manuals. We provide online training sessions covering core features, configuration, and best practice usage. Where required, we offer onsite training tailored to the organisation’s environment and user roles. Users also have access to knowledge base articles, video tutorials, and quick start guides. Ongoing support is available during and after onboarding to ensure users are confident, productive, and able to fully use the service from day one.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Through an administrator led export of user data using built in export tools or APIs. Data is typically provided in standard formats such as CSV or JSON, allowing users to securely download and retain their information when the contract ends.
• End-of-contract process: When a user’s contract ends and they choose to leave, an offboarding process is initiated and a support ticket is raised. We assist with data migration and work closely with the customer to ensure the transition to a new provider is as smooth as possible. As each customer has different requirements, the offboarding approach is tailored to meet their specific needs.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We provide support documentation and welcome packs, alongside comprehensive support documentation available online.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There's a a consistent experience across desktop and mobile, but each platform serves different working styles. The desktop application provides a fuller interface with detailed call controls, screen sharing, multi-window collaboration and easier management of chats, contacts and conferencing. It suits office or home-office users who work at a desk and need richer navigation. The mobile app focuses on portability, offering core calling, messaging, presence and video features in a simplified layout. It’s designed for quick responses and on-the-go access, with push notifications and seamless handoff from desk to mobile. Both connect to the same Wildix environment, ensuring continuity.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: WMS service instance is the core management layer of a Wildix communications deployment. It controls PBX functions, user profiles, call routing, device provisioning and system settings from a central interface. Each instance acts as the operational backbone, linking phones, applications and collaboration tools into one coordinated environment. Administrators use it to configure features, apply policies, manage licences and monitor overall system health. It also handles updates, security settings and integration with external systems. Whether hosted in the cloud or deployed on-premises, the WMS service instance provides the structure that keeps every Wildix component aligned, consistent and reliable.
• Accessibility standards: None or don’t know
• Description of accessibility: Users access the WMS through a web browser to manage and control their Wildix system. They can create and update user accounts, configure call routing, adjust extension settings and manage licences. Device provisioning is handled centrally, allowing phones and applications to be assigned and updated without local intervention. Users can review system status, monitor registrations and apply firmware or configuration updates when required. The interface also supports integration setup, security settings and feature customisation. Overall, the WMS provides a single place to administer telephony, collaboration tools and system behaviour across the organisation.
• Accessibility testing: All solutions are developed and tested by Wildix teams before deployment.
• API: Yes
• What users can and can't do using the API: The Wildix API allows administrators to automate parts of their communications environment, but it does not provide full parity with the WMS interface. Users can register API credentials, connect securely and configure core elements such as user details, call rules, device provisioning and basic system settings. They can script updates, synchronise data with third-party systems and pull reporting or status information for monitoring. However, they cannot access every feature of WMS, adjust advanced routing logic, or change protected system components. Structural changes, licence management, security policies and complex integrations still require WMS access. The API supports controlled, well-defined operations rather than unrestricted configuration.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customised:; Users can modify call routing, groups, queues, dial plans, user profiles, voicemail settings, device configurations, presence rules, collaboration features, notification preferences and certain interface behaviours. Integrations with CRM systems, calendars and analytics platforms can also be configured. End-users may customise forwarding rules, availability status, personal contacts and notification settings.; ; How users can customise:; Most customisation is completed through the WMS web interface, where administrators update settings, manage devices, assign permissions and shape call flows. Additional automation, synchronisation and data exchange can be achieved using the Wildix API for tasks such as provisioning, user updates and reporting. End-users personalise their own workspace within the Collaboration interface.; ; Who can customise:; Organisation-wide customisation is handled by system administrators or authorised technical staff with WMS access. Partners or resellers may assist with more advanced configuration. End-users can only adjust personal preferences, not global system behaviour.

Scaling

• Independence of resources: The system prevents one customer’s usage impacting another through a combination of architecture, capacity management and operational controls. Each customer runs on a dedicated, single-tenant service instance rather than a shared application layer, which isolates processing, call handling and configuration. Platform capacity is monitored continuously and scaled to maintain performance during peak demand. Call control, media handling and signalling are rate-limited and protected by anti-fraud and traffic management mechanisms to prevent abnormal usage affecting stability. Planned maintenance and updates are managed centrally. This approach ensures predictable performance and service quality, regardless of other customers’ activity on the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: Analytics covering call activity, user behaviour, and system performance. Users can view inbound and outbound call volumes, answered and missed calls, call durations, wait times and peak usage periods. Queue and contact centre analytics show agent availability, response times, abandonment rates and service levels. Administrators can review registration status, device activity and basic quality indicators. Reports can be filtered by user, group, date or direction, then exported for analysis. These analytics support operational monitoring, capacity planning and performance improvement rather than deep predictive or business intelligence analysis. Dashboards update regularly and require appropriate permissions for access.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Wildix

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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 SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Logical tenant isolation, role-based access controls, and application-level security controls protect customer data at rest within the Wildix platform.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Administrator led, with written confirmation from an approved manager or director. Support tickets are raised to maintain full audit logs and change control.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • WAV
  • MP3
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • WAV
  • MP3

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: SRTP for encrypted voice media.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Role-based access controls, tenant isolation, firewalls and intrusion detection, and continuous monitoring. Data stored within the platform is protected through controlled access and secure storage practices. Regular security updates and patching are applied to maintain platform resilience.

Availability and resilience

• Guaranteed availability: A high level of service availability through a resilient cloud architecture hosted on AWS. The service is designed with redundancy, monitoring and automated recovery to minimise unplanned downtime and maintain consistent performance.; ; Wildix provides a formal availability service level agreement (SLA) for its cloud services, typically committing to 99.9 percent monthly availability for the core platform, excluding scheduled maintenance. Availability is measured at the service level and does not include issues caused by customer connectivity, unsupported hardware, third-party networks or force majeure events.; ; Planned maintenance is communicated in advance and scheduled to reduce impact on users. Emergency maintenance is carried out only where necessary to protect service stability or security. Any claims for service credits due to service unavailability will be reviewed and handled on a case-by-case basis, in accordance with the terms of the service agreement.
• Approach to resilience: The service is designed for resilience through a cloud-based architecture hosted on AWS, using redundancy and isolation to minimise single points of failure. Core components are distributed across resilient infrastructure with continuous monitoring to detect issues early. Automated recovery mechanisms are used to restore services quickly if faults occur. Regular maintenance, patching and updates are applied to maintain platform stability and security. Customer environments are isolated to prevent issues affecting other users. Where required, failover and fallback options can be configured to support continuity. This design helps ensure consistent availability and rapid recovery from incidents.
• Outage reporting: The system reports service outages through multiple channels. There is a public service status dashboard showing current and historical incidents. Administrators receive email alerts for major outages, planned maintenance and service-impacting issues. Outage information can also be accessed indirectly through APIs and monitoring integrations.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access controls and least-privilege principles. Only authorised users are granted administrative access, with permissions aligned to job roles and responsibilities. Authentication is required for all access, and administrative actions are logged for audit purposes. Support access is limited to approved personnel and controlled through authenticated ticketing systems. Where required, access can be time-limited or revoked immediately. These controls ensure only permitted users can view, change or support customer environments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: We operate formal information security and quality management systems aligned to ISO/IEC 27001 and ISO 9001. These define our information security policies, risk management, access control, incident management, change control and supplier assurance processes.; ; Responsibility for information security sits with senior management, with clear ownership and escalation paths for incidents, risks and non-conformities. Policies are reviewed regularly, approved at management level and communicated to all relevant staff.; ; Compliance is enforced through defined procedures, role-based access controls, monitoring, internal audits and management reviews. Staff receive regular training to ensure policies are understood and followed. Independent external audits are carried out to maintain certification, providing assurance that controls remain effective and continuously improved.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management is controlled through a formal change control process. All configuration changes require a ticket to be raised, ensuring each request is logged, assessed and tracked from initiation to completion. The level of approval required depends on the nature and risk of the change, with higher-impact changes requiring written approval from an authorised manager or director. Changes are implemented in line with documented procedures to minimise risk and disruption. Full change logs are maintained, providing a complete audit trail of requests, approvals, actions and outcomes for compliance and review purposes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process follows ISO/IEC 27001 controls. We assess threats through continuous monitoring, vulnerability scanning, risk assessments and independent security testing. Risks are prioritised based on severity and potential impact. Critical vulnerabilities are patched urgently, using emergency change procedures where required. Lower-risk issues are addressed through scheduled maintenance. Threat intelligence is sourced from vendor security advisories, cloud provider alerts, CVE databases and recognised threat intelligence feeds, ensuring timely identification and remediation of emerging risks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring continuously reviews system logs, access activity, configuration changes and anomalous behaviour to identify potential compromises. Automated alerts highlight suspicious events for investigation. When a potential compromise is detected, incidents are triaged immediately, affected components are contained or isolated, and mitigations applied in line with incident response procedures. Root cause analysis is performed and corrective actions implemented. High-severity security incidents are responded to without delay, while lower-risk events are handled within defined, risk-based response times.
• Incident management type: Supplier-defined controls
• Incident management approach: Yes. Our ISO/IEC 27001–certified information security management system includes a defined incident management approach. We maintain pre-defined procedures for common security and service incidents, covering identification, response, escalation and resolution. Users can report incidents through our support and ticketing channels, which are monitored and triaged promptly. Incidents are logged, investigated and managed in line with documented processes. Where appropriate, customers are provided with incident updates and post-incident reports outlining impact, root cause and corrective actions taken.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trial and demonstration options. Prospective customers can access a time-limited trial or demo environment to evaluate core features before committing. Trials are typically provided with limited users and functionality and are intended for evaluation rather than production use. Availability, duration and scope are agreed during the pre-sales process.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Monday 4 August 2025
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 covers all elements of confidentially, integrity and availability of data.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Saturday 5 July 2025
• What the ISO 9001 doesn’t cover: ISO/IEC 9001 covers all elements of quality, confidentially, integrity and availability of data.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7d6f8ae6-2eb3-4cb0-9985-715a3d6b8297
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8d342f79-c4a5-4b3f-9794-73d7c063621e
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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