ACCELERAATE LIMITED

IntegrationHub for Zoom

IntegrationHub for Zoom is Acceleraate’s cloud-hosted integration and data orchestration platform for Zoom Contact Center and Zoom Phone. It enables secure connection with CRM, EPR, GovTech, and business systems, supporting real-time data synchronisation, workflow automation, and AI-enabled insight. Delivered by a highly accredited Zoom Platinum Partner.

Features

• Secure API integration with Zoom Contact Center, and Zoom Phone
• Real-time data synchronisation between Zoom and CRM systems
• Pre-built connectors for multiple platforms including Microsoft Dynamics
• Custom integration development for legacy and specialist public-sector systems
• Event-driven workflow automation triggered by customer interactions
• Centralised integration monitoring, logging, and error handling
• Role-based access control and audit logging
• Secure cloud hosting with UK and EU data residency options
• Scalable architecture supporting high-volume contact environments

Benefits

• Reduce manual data entry through automated system synchronisation
• Access customer records instantly during live customer interactions
• Route enquiries intelligently using real-time system data
• Resolve issues faster with unified customer interaction histories
• Improve reporting accuracy through consolidated multi-system datasets
• Automate post-call actions and case updates
• Reduce integration maintenance effort using standardised connectors
• Minimise system switching with embedded data views in Zoom
• Support continuous service improvement through actionable interaction insights

• Education pricing 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 frameworks@acceleraate.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

813153561752915

Contact

Matt Cowell
0161 552 5852
frameworks@acceleraate.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: IntegrationHub is an integration and data orchestration platform for Zoom. It enables secure connection with CRM, EPR, GovTech, and business systems, supporting real-time data synchronisation, workflow automation, and AI-enabled insight.
• Cloud deployment model: Public cloud
• Service constraints: IntegrationHub for Zoom requires the availability of suitable public or private APIs within connected CRM, service management, or line-of-business systems.; ; Where systems do not provide supported integration interfaces, additional development or alternative approaches may be required.; ; The service operates in conjunction with Zoom Contact Center, Zoom Phone, Zoom Workplace and supports the same hardware and endpoint configurations as the Zoom platform.; ; Service performance and functionality may be influenced by third-party system availability and network connectivity.; ; Support is provided for supported software versions and approved configurations only.
• System requirements:
  • An internet connection – broadband wired or wireless (wired recommended)
  • A supported operating system with sufficient RAM and Processor
  • A headset or speaker – USB plug-in or wireless Bluetooth
  • Ability to install app, or access to Chromium browser
  • Recommended Processor: Quad-core 2.5Ghz or higher
  • Recommended RAM: 16 GB
  • Recommended CPU Bit: 64
  • Recommended OS: Windows 11 or macOS X 10.13 or later

User support

• Email or online ticketing support: Yes
• Support response times: Acceleraate offers two Technical Support tiers, subject to client needs: ; ; 1) Standard Support (Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England); ; 2) Premier Support (24x7x365). We prioritise support tickets from P1 to P4 and encourage customers to contact us via our Support Portal for optimised response times. Our response time for P1 is 30 minutes with Premier Support.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard Support is Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England. ; ; Response times are:; 1 hour for P1 – Urgent; 2 hours for P2 - High; 1 business day for P3 Medium; 2 business days for P4 - Low; ; Premier Support (for an additional fee) provides 24/7 coverage and has response times of:; 30 minutes for P1 – Urgent; 1 hour for P2 - High; 4 hours for P3 - Medium; business day for P4 - Low
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Acceleraate provides a structured onboarding and implementation programme for all Zoom and IntegrationHub deployments.; ; This includes discovery workshops to confirm technical requirements, data flows, security controls, and operational processes.; ; Configuration, testing, and validation are completed in collaboration with client technical and service teams.; ; Users receive Train the Trainer role-based training delivered remotely through live sessions and recorded materials.; ; Comprehensive technical documentation, configuration guides, and operating procedures are provided.; ; Ongoing knowledge transfer is supported through managed service engagement and access to specialist support resources.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Acceleraate will provide an extract of any data at contract end, on request via a Support Ticket.
• End-of-contract process: At the end of the contract, Acceleraate supports an orderly and managed service exit.; ; Standard contract pricing includes account deactivation, access removal, and secure retention of customer data for up to 30 days following contract termination.; ; During this period, customers may request confirmation of data deletion or transfer arrangements.; ; All customer data is securely erased after the retention period in accordance with data protection requirements.; ; Where required, Acceleraate can provide additional exit support services, including data extraction, documentation provision, and technical handover. These optional services are delivered under a separate agreement and may incur additional charges.; ; Exit arrangements and responsibilities are documented within the service agreement.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The IntegrationHub Portal is a secure web-based management interface for authorised users. It provides access to configuration settings, data mappings, and basic customisation.; ; Advanced self-service configuration capabilities are available and are being incrementally extended as part of ongoing platform development.
• Accessibility standards: EN 301 549
• Accessibility testing: Acceleraate conducts accessibility testing internally for new features.
• API: No
• Customisation available: Yes
• Description of customisation: Initial integration design is undertaken collaboratively with each client, covering system interfaces, data fields, workflows, and synchronisation requirements.; ; During implementation, Acceleraate configures Zoom Apps interfaces and IntegrationHub data mappings to align with operational processes.; ; Self-service customisation capabilities for user-facing interfaces are available and are being incrementally extended as part of ongoing platform development.

Scaling

• Independence of resources: IntegrationHub is built upon a serverless and microservices architecture, allowing each component to scale its infrastructure as required to support demand.

Analytics

• Service usage metrics: Yes
• Metrics types: HIGH LEVEL METRICS
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: 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: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users can obtain an export of their data on request via a Support Ticket.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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: IntegrationHub for Zoom is delivered using resilient cloud infrastructure designed for high availability.; ; Acceleraate provides a standard service availability target of 99.9% per calendar month, excluding planned maintenance. Service-affecting maintenance windows are extremely rare, but would be scheduled in advance and communicated to customers.; ; Availability is monitored continuously and reviewed as part of service management governance.; ; Where availability falls below the agreed service level, service credits are applied in accordance with contractual terms.; ; Service credits are calculated as a percentage of the monthly service charge, based on the level and duration of the service disruption.; ; Refunds are provided through billing adjustments rather than cash payments.; ; Detailed SLA definitions, exclusions, and remedies are documented in the service agreement.
• Approach to resilience: Available under NDA on request.
• Outage reporting: Acceleraate provides service status updates and outage notifications through multiple channels.; ; Significant service incidents are communicated directly to affected customers by email.; ; Updates include incident status, impact assessment, and estimated resolution times.; ; Service availability and platform health are monitored continuously by the support team.; ; Where appropriate, customers are provided access to a service status dashboard showing current and historical incidents.; ; Status information can also be made available through structured reports and service review documentation.; ; Incident communication processes are defined within the service management framework.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Management interfaces are accessed via username derived from identity federation with existing SSO provider. Interfaces are accessed based upon role based access control (RBAC), with a least privileged approach adopted.
• Access restriction testing frequency: At least once a year
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Acceleraate's security governance is led by our CTO and supported by our legal and compliance team. We have defined security standards, guidelines, templates, and patterns to ensure robust protection of Acceleraate's systems and data.
• Information security policies and processes: Acceleraate operates a comprehensive set of information security policies and procedures aligned to recognised industry standards and best practice, including ISO/IEC 27001.; ; The organisation is certified to Cyber Essentials Plus and maintains supporting controls for access management, endpoint security, vulnerability management, and secure configuration.; ; Information security policies cover areas including data protection, access control, incident response, supplier management, and business continuity.; ; Overall accountability for information security sits with the SLT, supported by the legal and compliance team, designated security and technical leads responsible for policy implementation and oversight.; ; Operational responsibility is embedded within delivery, support, and development teams through defined roles and mandatory training.; ; Information Security Management processes have been designed in alignment with ISO/IEC 27001 requirements and are being progressed towards formal certification.; ; Compliance is monitored through internal audits, management reviews, risk assessments, and continuous improvement activities.; ; Policy adherence is supported through documented procedures, change controls, access reviews, and incident reporting mechanisms.; ; Security performance and compliance status are reviewed regularly through governance forums and service management processes.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management processes and controls are initiated for the following components: Code, Infrastructure, Data.; ; Meetings are held to request changes that need to be performed. Change requests are presented, validated, and scheduled. Changes are approved by the CTO. DEV and TEST environments are physically and logically segregated from PRODUCTION. All code deployed to any environments is scanned for vulnerabilities.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All code is scanned for vulnerabilities when committed to our source code repository. If vulnerabilities are identified, code is blocked from being deployed. We scan our infrastructure monthly for vulnerabilities. Findings are reviewed and validated by our engineering team. Vulnerabilities rated on severity level and tracked, with fixes released following our formal change management process for deployment to production. ; ; Acceleraate monitors OWASP Top 1, CWE Top 25, plus others for threats.; ; Target patch timelines are:; Critical - 14 business days; High - 30 business days; Medium - 60 business days; Low - 90 business days
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: IntegrationHub infrastructure is scanned monthly for vulnerabilities. Findings are reviewed and validated by our engineering team. Vulnerabilities rated on severity level and tracked, with fixes released following our formal change management process for deployment to production. ; ; Target patch timelines are: ; Critical - 14 business days; High - 30 business days; Medium - 60 business days; Low - 90 business day
• Incident management type: Supplier-defined controls
• Incident management approach: Acceleraate shares its incident response policy with internal staff advising them to notify the SLT if they suspect a security breach. For customers, we inform them to raise a P1 Support Ticket if they suspect a security breach.; ; When a potential security incident is identified, authorised personnel activate a formal incident management process. All incidents are recorded, along with any corrective measures taken in line with established policies and procedures. When applicable, incident reports are shared with affected customers.
• 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: No

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D58174a4-31fd-42c0-b765-eadd68dbd898
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3b650353-9530-4aab-94d0-c90799d590ef
• 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

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff

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