Wavenet

Wavenet GP Voice (Gamma Horizon)

Wavenet GP Voice is a cloud-based telephony and collaboration solution for GP practices, integrating seamlessly with existing clinical systems. The solution has been approved by both NHS England and the Advanced GP Telephony Framework. Powered by Gamma’s Horizon UCaaS and Horizon Contact products.

Features

• IVR (interactive voice recognition) self service
• SMS reminders
• Intelligent Queuing System “Queuesmart”
• Dynamic skills-based routing
• Real time wallboards and live data
• Call recording and interaction history stored within the CRM
• Full Integration with clinical systems EMIS and SystmOne
• Predesigned continuity and disaster recovery plans
• Internet browser to support softphones
• NHSE feature requirements

Benefits

• Easy to implement call flows unique to your practice requirements
• Simple to use interface
• VIP and vulnerable patient routing
• Comprehensive reporting tools
• Access anywhere anytime with an easy to use admin portal
• Secure and scalable with ongoing costs savings
• 24/7 reliable service and support team
• Reduces call waiting times with place-in-queue notifications

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 publicsector@wavenet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

795296061113339

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; ; Horizon does not support the following:; Analogue phones and devices, although we do supply ATAs; ISDN data calls; Door entry options; IP handsets that have not been supplied by us; The call recording service on Horizon is not currently PCI or FSA compliant.; We do not support some fax and franking machines used with an ATA
• System requirements:
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS settings)
  • Data centre network addresses (IP number whitelist)
  • Browser prerequisites for user, supervisor and admin portal access
  • Supported third-party endpoints (e.g. desk phones)
  • User device hardware prerequisites for client applications
  • User device software prerequisites for client applications
  • Cat5e or above network cabling

User support

• Email or online ticketing support: Yes
• Support response times: The UK-based Technical Support team at Wavenet has a target response time to Critical and High priority issues within 30-minutes and to Medium and Low priority issues within one hour. Customer and technical support teams operate during core business hours, Monday to Friday from 08:00 to 18:30, for handling emails and phone calls. Customers on the 24x7x365-day support list will receive assistance beyond these hours.
• User can manage status and priority of support tickets: 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 Care:; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the Working; Hours Mon to Fri, 09:00 - 17:00 hrs, excluding UK Public/Bank holiday and is based on the SLA Priority Response table.; ; Enhanced Care:; Supported Mon to Fri 08:00 - 20:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the hours Mon; to Fri 08:00 - 20:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.; ; Flex Care:; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to requests for Incident support received during Working Hours; of Mon to Fri 09:00 - 17:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Services teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PMI methodology and PRINCE2 principles where necessary, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This would be the responsibility of the end user to extract any data required prior to end of contract data. If for any reason there is a need for assistance or critical data required to be extracted then Wavenet can be contacted to advise and assist where possible.
• End-of-contract process: Upon contractual date end if there is no commercial or business agreement to retain the data or solution then the solution will become defunct and data will be lost. If data is to be kept, extracted or service needs to remain then additional commercial costs will need to be agreed.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: There are no differences in features between the mobile and desktop services
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: GP Voice is a web based administrative interface for the Gamma Horizon Solution. Allows for auto provisioning of one or many devices.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Not known
• API: Yes
• What users can and can't do using the API: The Gamma Horizon solution has various API connected services, an Integrator add-on must be purchased to release the system to integrated with pre-selected solutions such as CRM systems.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Wavenet would work with the end user during the design stages to understand the requirements and work with the client to customise the solution accordingly. Further customisation can then be made once live by Wavenet or an administrator.

Scaling

• Independence of resources: Gamma undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage customer's requirements. Additionally there is weekly planning review on capacity management adjustments.

Analytics

• Service usage metrics: Yes
• Metrics types: Call Analytics provides dashboards and reports of items like how many unreturned missed calls and how many calls arrived after-hour calls, helping to identify the busiest periods so staff can be scheduled to cover accordingly or Call Centre ACD provides incoming call treatments, including a company welcome message, in-queue messages and skills-based routing to make sure customers go through to the appropriate person. Call analytics ACD reporting includes metrics on calls offered, queued and answered, expected wait time, average speed of answer, longest wait time and staff availability.
• Reporting types:
  • 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: Gamma

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported in various ways and is dependant on the type of data that needs exporting as a the format could change from a .wav file for a call recording or csv file for user information.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLS

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: Horizon service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target Service availability for Horizon is:; Horizon Graphical User Interface (GUI) is 99.9%; Horizon user subscriptions is 99.5%; Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%; Mean Average PESQ Score target of 4.1 for G711 and 3.7 for G729.; Not included:; - Outages which are deemed by us to be the result of matters outside of direct control; - Planned or emergency maintenance; - User error; Notes:Core functions are Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: Gamma hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: Gamma Horizon support public dashboard for outages and Wavenet manage these outages with partners and clients through email alerts and if necessary through our ticketing system

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Wavenet maintains stringent access controls by assigning unique user IDs with robust passwords, adhering to the latest NIST guidelines. Access by Wavenet employees is meticulously logged, including IP addresses, and is under constant monitoring by both IT and Security Information Event Management teams.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: Wavenet is an ISO27001 certified company and we adhear to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: Thursday 18 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: United Registrar of Systems
• ISO 9001 accreditation date: Monday 12 August 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 39aabf05-4ab8-4ee7-adcd-3318af1f9d2f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6cc5c85d-03f1-446c-9e9d-7338dfb9f0ce
• 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

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

  • 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.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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 publicsector@wavenet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.