Opus Telecoms

Gamma Horizon - Resilient UC and Cloud Voice Telephony Platform

Gamma's Horizon Collaborate is a hosted UCaaS Platform providing features such as; voice/video conferencing, IM, presence, desktop and file sharing, integration with CRMs and IP telephony (VoIP). Operated through handsets, mobile or desktop apps. Web/App interfaces allow realtime access and changes to the many features available on a user basis.

Features

• Audio/Video Conferencing adhoc from any device (optional)
• One number follows you everywhere on any device
• Works on any device; desktop, Mobile or handset
• Call Recording – all calls or on demand, stored on-line
• Call Centre Module - increased functionality for supervisor/agents
• Integrated Presence and Chat (optional)
• Hot Desk – use any Horizon handset as your extension
• Scheduling – Automatically route calls dependant on time of day
• Hunt groups – distribute calls simultaneously, weighted, as a ring

Benefits

• Promotes the Public Sector
• More accessible with one number ringing devices simultaneously
• IM - online chat prompts a quicker response than email
• Record important call information and improve training
• More professional approach to high volume customer calls centres
• Provide a stronger collaborative experience for remotely-based employees
• Promote flexible working, seamlessly move between sites
• Provide Local or National presence regardless of locations
• Better serve your citizens through your busy periods
• Increase productivity as hunt groups find available agents quickly

£8.69 to £9.99 a licence

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

828449623254430

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • 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; Presentation of multiple CLIs per site or per user; 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:
  • A Horizon compatible data network (Confirm with Opus)
  • Appropriately sized data access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response time for email and ticketing support is within 30 minutes during the week, at weekends we recommend customers call us.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: During office hours, you can chat to our support team quickly using our web chat facility https://www.opustech.co.uk/customer-support/ on the bottom right of the screen.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: The Opus service offerings provide a full range of contracted options for supporting customers, ranging from business hours Monday to Friday to 24 x 7 and everything in between. In all cases, the maximum response time for starting problem diagnosis is 30 minutes. However, we can advise that, in most cases, work starts in around 10 minutes.; ; Service Window; • Premium - 24/7; • Superior - 8.00 - 20.00 Monday - Friday; • Custom - 8.00 - 18.00 Monday - Friday; ; Pricing is provided under the Support Services for G Cloud 13 Service Listing. You will be assigned a Dedicated Account Manager, details of this can be found within the Service Definition document accompanying this listing.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At Opus, we prioritise providing a smooth onboarding experience for our users, offering a range of resources tailored to their needs. Whether they prefer hands-on training or self-paced learning, we ensure they have the support they need to start using our services effectively.; For those who benefit from face-to-face interaction, we offer onsite training sessions conducted by our experienced team. These sessions allow users to receive personalised guidance and support in implementing our services within their organisation's unique context.; In addition to onsite training, we provide comprehensive online training modules and user documentation accessible through our digital platforms. This approach offers flexibility and convenience, enabling users to learn at their own pace and refer back to materials as needed.; Furthermore, our dedicated support team is always available to assist users during the onboarding process. Whether through email, phone, or online chat, users can rely on timely support to address any questions or concerns they may encounter.; By offering a combination of onsite and online training, along with responsive support, we ensure that our users feel confident and empowered to leverage our services to their fullest potential from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • .mpg
  • .doc
• End-of-contract data extraction: Your Opus Account Director or Service Manager will be able to assist with users extract their data when the contract ends.
• End-of-contract process: At the conclusion of the contract, Opus strive to ensure a seamless transition for our clients. Our end-of-contract process includes several key steps to facilitate a smooth departure.; Firstly, we conduct a comprehensive review of the services provided during the contract period to ensure all obligations have been met and any outstanding issues are addressed. We work closely with our clients to finalise any outstanding invoices or payments, ensuring transparency and clarity in financial matters.; As part of our commitment to customer satisfaction, we offer assistance in transitioning to alternative service providers if needed. Our team provides guidance and support to facilitate the transfer of data, accounts, and any necessary documentation to minimise disruption to our clients' operations.; Regarding pricing, our contracts typically include the cost of the core services provided by Opus, such as unified communications, collaboration tools, and support services. Certain optional features or add-ons may incur additional costs.; We maintain open communication with our clients regarding any potential changes in pricing or additional services, ensuring transparency and alignment with their evolving needs. At the end of the contract, we aim to conclude our partnership on a positive note, leaving our clients satisfied with their experience with Opus.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have a bolt on App (see pricing sheet) that can be added as an option to Horizon. Upon successful download from the relevant app store onto the desktop, the user is able to log in to access a subset of Horizon functionality. ; The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key settings for their service. It provides all the same functionality as the desktop soft client, with the exception of Click to Call.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Horizon provides a secure web portal - a simple, easy to use management system that allows the following tasks to be undertaken:; • Site Management–control site numbers & Schedules, Music on Hold, & Call Barring; • User Management–create/edit users & assign devices, telephone numbers, set call barring & optional services; • Group Management–manage IVR, ACDs & Hunt Groups; • Call Recording Management–call recording & manage storage; • Security–manage username & passwords including softclients; Statistical information across the estate for inbound & outbound calls can also be accessed.; Individual users also have access to a portal to manage their settings.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: There is an extensive list of customisable features and functions on Horizon (available on request).; The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.; Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of; an entire telephony environment, even over multiple sites.

Scaling

• Independence of resources: We 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 our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.; Each Horizon customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: The Horizon service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CVS format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

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 holds ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: A public network status dashboard; Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Relevant only to SIP Trunk call manager services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• 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 contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Gamma was accredited by Lloyd's Register Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 29/04/2016
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • Cyber Essentials - Gamma
  • NICC ND 1643

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Both Opus and Gamma are accredited to Cyber Essentials, the UK government information assurance scheme operated by National Cyber Security Centre; developed with industry partners, including the Information Security Forum, the Information Assurance for Small and Medium Enterprises Consortium and the British Standards Institution, and endorsed by the UK Government.
• Information security policies and processes: Opus adhere to a robust set of information security policies and processes to safeguard sensitive data and ensure the integrity and confidentiality of our systems/services. These cover various aspects of information security, including data encryption, access control and incident response.; We have established a clear reporting structure within our organisation to oversee the implementation and enforcement of these policies. Our Information Security Officer (ISO) is responsible for maintaining and enforcing our information security policies and procedures. The ISO works closely with departmental managers and employees to ensure that security measures are effectively implemented across all levels of the organisation. ; To ensure compliance, we conduct regular audits and assessments of our systems/processes. This includes internal audits conducted by our internal audit team, as well as external audits performed by independent third-party assessors. Additionally, we provide ongoing training programs to educate employees about information security best practices and their roles and responsibilities in safeguarding data.; We employ various solutions, such as access controls, encryption tools, and intrusion detection systems, to monitor and enforce compliance with our security policies. Any violations/breaches are promptly investigated and addressed according to our incident response procedures, which include notification of affected parties and appropriate remediation measures.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages. ; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’. ; A risk and impact assessment is carried out for each change this involves detailing the assets under change.; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly: ; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We utilise GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Opus is committed to fighting climate change through our G-Cloud service provision by implementing several key strategies aimed at reducing carbon emissions and promoting environmental sustainability.; Firstly, our cloud-based solutions enable public sector organisations to significantly reduce their carbon footprint by minimising the need for on-premises infrastructure. By leveraging cloud computing, clients can optimise resource utilisation, leading to lower energy consumption and reduced greenhouse gas emissions associated with traditional data centres.; Additionally, our telecommunication services focus on facilitating remote work and virtual collaboration, thereby reducing the need for travel and commuting. By enabling teleconferencing, video conferencing, and remote access solutions, we help organisations cut down on transportation-related emissions and contribute to overall air quality improvement.; Moreover, Opus actively promotes the adoption of energy-efficient technologies and practices among our clients. Through our consultancy services, we advise public sector buyers on selecting sustainable IT solutions, such as energy-efficient hardware and renewable energy sources for data centres. By recommending environmentally friendly options, we empower clients to make informed choices that align with their climate change mitigation goals.; Furthermore, Opus is committed to measuring and reporting the environmental impact of our G-Cloud services. We provide clients with transparent insights into the carbon footprint associated with their IT operations and offer guidance on optimising resource usage to minimise environmental harm.; In summary, our G-Cloud service provision delivers against the social value theme of fighting climate change by promoting energy efficiency, reducing transportation emissions, and empowering clients to make sustainable IT choices. Our commitment to environmental sustainability aligns with the objectives outlined in PPN 06/20 and contributes to building a greener, more resilient future for public sector organisations.

  Tackling economic inequality

  As a living wage supplier, Opus is actively engaged in tackling economic inequality through our G-Cloud service provision. Our commitment to paying employees a living wage is just one aspect of how we contribute to this social value theme. Here's how our G-Cloud provisions addresses economic inequality:; Fair Employment Practices; Opus prioritises fair employment practices, including paying employees a living wage. By providing fair compensation, we ensure that our employees can meet their basic needs and participate more fully in the economy. This approach helps reduce income inequality by promoting financial stability and well-being among our workforce.; Promoting Supplier Diversity; Opus actively seeks out diverse suppliers, including SMEs, minority-owned businesses, and social enterprises. By partnering with a diverse range of suppliers, we contribute to economic inclusion and provide opportunities for smaller businesses to compete in the marketplace, ultimately helping to level the playing field and reduce economic inequality.; Investing in Skills Development; Through our G-Cloud services, Opus invests in skills development programs and workforce training initiatives. By equipping individuals with the skills they need to succeed in the digital economy, we empower them to access better job opportunities and higher-paying roles, thereby contributing to upward mobility and reducing income inequality.; Community Engagement and Collaboration; Opus collaborates with community organisations, government agencies, and other stakeholders to address economic inequality collaboratively. By working together, we can leverage resources, share best practices, and implement targeted interventions that address the root causes of economic inequality and create sustainable change.; In conclusion, our G-Cloud services provision is aligned with the goal of tackling economic inequality by promoting fair employment practices, supporting local communities, promoting supplier diversity, investing in skills development, and fostering collaboration with stakeholders. We are committed to delivering social value and contributing to a more inclusive and equitable society through G-Cloud services.

  Equal opportunity

  Opus is committed to promoting equal opportunities through our G-Cloud service provision in alignment with the Social Value themes outlined in PPN 06/20. We recognise that equal opportunity is a fundamental aspect of creating a fair and inclusive society, and we are dedicated to integrating this principle into our services.; Inclusive Service Design; Our G-Cloud services are designed to be accessible and inclusive for all users. We prioritise usability and ensure that our platforms and interfaces adhere to accessibility standards, making them usable by individuals with diverse needs and abilities.; Diverse Workforce; We ensure that our workforce reflects the diverse communities we serve. We actively promote diversity in recruitment and provide equal opportunities for all individuals, regardless of their gender, race, disability, age, sexual orientation, religion, or belief.; Training and Development; We invest in training and development programs to promote awareness and understanding of equal opportunities among our staff. This includes training on unconscious bias, diversity, and inclusion, enabling our employees to create a supportive and respectful work environment.; Supplier Diversity; We actively engage with a diverse range of suppliers and subcontractors, including SMEs, minority-owned businesses, and social enterprises. By fostering relationships with diverse suppliers, we contribute to economic empowerment and promote equal opportunities across the supply chain.; Community Engagement; Opus is committed to engaging with local communities and supporting initiatives that promote equal opportunities and social inclusion. We collaborate with community organisations, charities, and advocacy groups to address inequalities and promote positive social change.; Opus is dedicated to delivering against the equal opportunity theme outlined in PPN 06/20 through our G-Cloud service provision. By prioritising diversity, inclusivity, and fairness in our workforce, service design, supplier relationships, and community engagement efforts, we aim to create lasting social value and contribute to building a more equitable society.

Pricing

• Price: £8.69 to £9.99 a licence
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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