Bulb Tech Group

AudioCodes CX Pro per user License

Connectivity between Microsoft Teams and CCaaS is facilitated via AudioCodes Mediant SBCs which are certified for Microsoft Teams . AudioCodes SBCs are suitable for cloud-based (AWS and Azure) or on-premise
The Microsoft Teams Direct Routing connectivity solution can be delivered as a cloud service or managed at the customer DC

Features

• Full Integration in any Contact Centre solution
• Configure voicemail and call flows hunt groups, attendant consoles
• Support of analogue devices e.g. fax services
• Online SBC-based call analytics (QoE) reporting
• Built in Business Continuity
• Direct routing for Microsoft Teams/PSTN Connectivity
• Online Administration tool for easy management and access to support/reporting
• Unified Communications: via handset, softphone, iOS, Android and Mac

Benefits

• Utilizing MS Teams for all communications
• Consolidate telephony to the cloud to support flexible, hybrid working
• familiar user portal for users easy adoption
• Managed deployment with highly credentialed, dedicated Microsoft Voice experts
• very secure data hosted within customer Azure environment
• Interact with colleagues and citizens in a single interface
• New Users added & set up within 1 hour
• Reduce costs, improve uptime, productivity; no upgrade downtime
• Reliable, scalable, secure infrastructure - industry leading Service Levels 99.99%

£1.95 to £4.50 a licence a month

• 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 garath.williams@bulbtechgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

836213724817902

Contact

Garath Williams
+443338882222
garath.williams@bulbtechgroup.com

Service scope

• Service constraints: There are no constraints to be aware of
• System requirements:
  • Microsoft Phone System license
  • Microsoft office license
  • Teams enabled Handset or Headset
  • Mobile device - iOS or Android device
  • Min 2Mb internet connection
  • PC/Laptop/Mac which supports the defined web browser(s)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Bulb responds within 4 working hours to all P1 ticket Monday to Friday ; ; all other tickets within 8 working hours Monday to Friday ; ; 24 x 7 support is available at an additional cost
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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 support 8am to 6pm Monday to Friday Included in the license fee ; ; 24 x 7 support has additional cost of £500 per month
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Bulb Technology implementation approach is pragmatic yet controlled. Our team is highly accredited and uses Agile and Prince2 methodologies in our approach. ; Upon contract award, Bulb will assign a dedicated project team to understand your requirements and put together a plan for transition. This typically goes through the following phases:; ; Design and Planning - our MS Voice experts will configure a solution tailored to the needs of your business and help plan end-user device requirements.; ; Number Management - manage the successful porting of existing numbers.; ; Implementation - We’ll configure your Microsoft 365 tenant, set up auto attendants and call queues, connect users to Bulbs global voice network, and provide train the trainer sessions.; ; Our team is well-versed in the cultural impact a change in communications platforms can have within an organization, and we will run an Adoption and Change Management workshop with the aim of ensuring an impeccable transition.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Included within the contract 30 days notice is required to terminate at the end of the contract If any data is stored by Bulb and needs transferring to customer or another provider there will be professional service costs of £350 per day
• End-of-contract process: Bulb will use the same methodologies as in our implementation to ensure a smooth exit transition. We are happy to coordinate with any third parties and stakeholders involved to achieve a successful transition.; ; Bulb will help develop an exit plan that ensures a smooth transition that will be dedicated to continuing the same service excellence through the end of the contract, retention of Project Delivery Team resources, and Protection and Maintenance of security and related risks.; ; The exit plan will include but is not limited to:; ; -Process for how data will be obtained/provided; -A detailed plan that includes resource allocation; -Exit management governance policies

Using the service

• Web browser interface: Yes
• Using the web interface: Moves and Changes can be accessed through a dedicated online portal User Management Portal (UMP) and become live within 30 mins of request ; ; Only approved Users can access the online portal ; ; Additional services need to be requested to Bulb Technology sales and support teams and are added within 1 working day of request
• Web interface accessibility standard: WCAG 2.1 AAA
• Web interface accessibility testing: No Web Interface testing has been done
• API: Yes
• What users can and can't do using the API: Integrated into ITSM solutions and get & post for CRM Integration
• API automation tools: Other
• Other API automation tools: .
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Each instance has its own known capacity limits: managed services team build each instance to support the required load.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: AudioCodes

Staff security

• Staff security clearance: Other security clearance
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Call recordings
  • Call Queues
  • Auto Attendants
  • Configuration
• Backup controls: No user control- this is a managed service
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The level of service availability is based on Microsoft's Azure based services are 99.999% up time
• Approach to resilience: The Data Centers have multiple Geographic and dual hardware resilience on a Active Active basis proactively monitored 24x7x365
• Outage reporting: Email alerts are given to customers

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: AudioCodes managed services follow a security process that allows only authorized engineers can access. This is controlled via MFA and secure transmission paths.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IDQ
• ISO/IEC 27001 accreditation date: 14/11/2023
• What the ISO/IEC 27001 doesn’t cover: All areas are covered by ISO/IEC 27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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 follow ISO270001 process and policy with Senior management and Executive level Governance along side a 3rd party specialist to ensure all processes are being followed

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Supplier-defined process
• Vulnerability management type: Undisclosed
• Vulnerability management approach: This is managed internally in line with industry standards
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Incident response policy details how we notify customers/suppliers/partners via email in the event of a Cyber incident, without undue delay with a maximum of 48 hours.
• Incident management type: Undisclosed
• Incident management approach: The service model is one of service desk to service desk; with the partner or Customer IT Team responsible for first line end user support and incident handling, with qualified incidents being escalated to AudioCodes. ; Tier 1 support will be provided by partner or customer service desk to its internal customers and users and will engage AudioCodes on behalf of these users. Incidents are reported via the support portal and incident reports are emailed as the ticket is managed and closed.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Microsoft Azure services are verified compliant with the EU Cloud CoC, Verification-ID: 2021LVL02SCOPE116

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  As an organization we employ people based on skill sets and make reasonable adjustments when needed to support an individual in performing their role.; We have a diverse multicultural workforce that delivers huge benefits for both employees and our customers with a array of new ideas and ways to overcome technical challenges

  Wellbeing

  Bulb Technology Group work with a number of organizations supplying technical support and services at no cost to them. They support vulnerable adults who are Neurodiverse: including but not limited to individual with Learning Disabilities and Downs Syndrome, and Autistic people with community residential settings, supported living and community services. ; ; In supporting the staff to increase their knowledge, understanding and skills within the IT infrastructure they are then able to assisted the people they are supporting develop their technology skills, communication and life skills enabling the individuals to work towards a more independent life

Pricing

• Price: £1.95 to £4.50 a licence a month
• Discount for educational organisations: Yes
• Free trial available: No

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