CFone Communications

CFone VoIP

CFone Communications supply low carbon cloud phone systems to the public and private sectors, within the UK. We reduce their carbon footprint by planting a tree for every user of our VoIP phone solutions.

Features

• Cloud hosted phone systems
• Call reporting and analytics
• Call recording
• Soft phone applications
• Web browser phones
• CRM intrgrations
• Global phone books

Benefits

• Phone from anywhere using apps or devices
• Reporting tells you which calls are being answered and how
• Reporting aids improving team efficiency
• Call flow analysis improves customer satisfaction
• Call recording monitors conversations to improve staff training
• CRM integration reduces errors and improves efficiency
• Global phonebook gives consistent view of customers and suppliers

• 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 sales@cfone.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

822671564566384

Contact

Mark Hodgkinson
0208 573 1177
sales@cfone.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: To use our cloud phone service, you need an internet connection and a compatible device, such as a computer, smartphone, web browser, softphone app, or IP desk phone.
• System requirements:
  • Internet connection
  • Compatible device such as PC, smartphone
  • IP desk phone, Optional.

User support

• Email or online ticketing support: Yes
• Support response times: Typically 4 hours Monday to Friday and 48 hours at weekends
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Account manager included as well as remote online support via phone, email, e-ticketing and remote access. Additional on site installation and training is charged at £500 per day
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide on site installation and training. Follow up training is provided via our YouTube channel and online via MsTeams and over the phone. Also we can visit on site for training and installation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, the client can request copies of call recordings and phone book and call reports and lists of phone numbers.
• End-of-contract process: At the end of the contract, the client can renew for another term or cease, giving ninety days written notice. All contracts have an assigned account manager who regularly reviews the service and account status and will discuss renewal or cessation options at the appropriate time.; ; UK Calls, call recording and online support are included in the price of the contract.; ; International and premium rate calls, on site visits and purchased hardware are additional cost.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding is handled by customer comepleted call flow document. We help complete this by discussing the call flow with the client over the phone or via email or Teams or in person.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: CRM integration is included in the desktop application but not the mobile app. The look and feel of the interfaces are similar and do not adversely affect core functionality.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Users can update extension details, phonebooks, download call records and call recordings, call flows and auto attendants via secure role based access.
• Accessibility standards: None or don’t know
• Description of accessibility: Readable content with clear navigation and no keyboard traps ensure users acan make changes to their phone system and report on its use.
• Accessibility testing: We haven't.
• API: Yes
• What users can and can't do using the API: Users can email a request for API access.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Call flow, call recording, voicemail, auto attendant, lock down messages, voicemail to email, phone books. Users can make these changes throught a secure role based web portal. Authorised users can do this.

Scaling

• Independence of resources: Servers are built with sufficient capacity to not impair other clients resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can run usage reports saying how many calls each number took, Which extensions were on the phone and for how long, How many calls were taken and their duration. How long calls took to be answered and by whom.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: VIP VoIP Ltd

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)
• 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
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users can download their own call logs, call recordings and call reports via a secure role based web browser.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Wav
  • Html
  • Pdf
  • Csv
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Wav
  • Voice
  • Text

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 keep services up throughout the year.
• Approach to resilience: Phone systems include automatic failover to alternate data centres. calls are conveyed over Magrathea's backbone which has multiple routes to multipple carriers and service providers across the UK.
• Outage reporting: We report outages for initial incident, investigation, fault analysis, casue and resolution via email alerts.; ; Plus we have a public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces and support channels are separated using secure role based web access with multi factor authentication
• 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: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: Other
• Other security governance standards: Cyber essentials
• Information security policies and processes: We follow recommended security policies and processes as advised by cyber essentials these are piblished on our website https://www.cfone.co.uk/our-policies/
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We monitor our service providers for security updates and apply them when available. Changes are applied to test servers, soft phone applications and physical phones to check for compatibility before being deployed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess potential threats by regularly reviewing risks, monitor our systems, and work with trusted partners to identify and reduce security threats across all of our services. ; ; We quickly deploy patches by prioritising high-risk updates.; Typicall, high priotiy updates are applied within 24-48 hours of their release.; ; We get threat information from our technology suppliers, government guidance, industry alerts, and ongoing system monitoring.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We follow guidance consitant with our cyber essentials certification.; ; We identify potential compromises by monitoring our services continuously, reviewing system activity, and useage alerts and checks to quickly spot unusual or suspicious behaviour. ; ; We respond to a potential compromise by investigating the threat, immediately, securing affected systems, limiting impact, and keeping customers informed while corrective actions are taken. ; ; We respond to incidents by responding as soon as an issue is identified, with priority incidents addressed within 24 - 48 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management process. We follow clear, documented processes to manage incidents consistently and effectively and inform our clients via email, web status page and if necessary, phone. ; ; We have established response steps for incidents, which are regularly reviewed and tested.; ; Users can report incidents via our help desk, online ticketing, email, or by phone with 24 hour support.; ; We provide clear incident updates via email during resolution and a written summary after closure, including impact, actions taken, and lessons learned.
• 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: Clients can have a full trial of our service for a limited number of users and for a period depending on deployment timescale.

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 6%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Lloyds Bank
• PCI DSS accreditation date: Wednesday 25 June 2025
• What the PCI DSS doesn’t cover: Storing card holder data
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 739a5968-3b67-417b-97e0-7e88f5a5299a
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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 or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • 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

    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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