Zenzero

Voice Services

Cloud based Voice services (VOIP) to deliver voice connectivity to users, allowing them to make and recieve phone calls to a centralised, hosted voice environment.

Features

• Softphone
• Call Centre
• Call Reporting
• Call Recording
• Voice over IP
• Instant Messaging
• Collaboration
• Physical Phones

Benefits

• Able to take calls in flexible working scenario
• 2025 Ready (Analogue Switch off)
• Able to take calls on multiple devices
• Manage call flows into organisation
• Report on calls into the organisation
• Interact with customers via Social Media
• Message and speak to colleagues no matter of location
• Retain critical telephone numbers

£4.95 a user

• Education pricing available

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 hello@zenzero.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

850154902781995

Contact

Adam Crossling
03333209900
hello@zenzero.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Cloud based infrastructure, may have planned downtime (over night typically)
• System requirements:
  • Windows based PC
  • MAC based PC
  • Local Area Network
  • Internet Connectivity
  • Mobile devices (Android or iOS)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Zenzero’s Microsoft certified, UK-based IT helpdesk provides unlimited support to customers 8:00-18:00, Monday to Friday via phone, email, and our website. In addition to this, we provide 24/7 out-of-hours emergency support as required. The majority of queries and issues we receive can be resolved remotely by our IT service desk, ensuring a fast, efficient response. For more complex issues, we can quickly arrange for onsite IT support from one of our experienced, friendly IT technicians. Business critical incidents are picked up within an hour. Medium severity within 4 hours and low priority on next business day. Support is available 24/7/365.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Zenzero’s Microsoft certified, UK-based IT helpdesk provides unlimited support to customers 8:00-18:00, Monday to Friday via phone, email, and our website. In addition to this, we provide 24/7 out-of-hours emergency support as required. The majority of queries and issues we receive can be resolved remotely by our IT service desk, ensuring a fast, efficient response. For more complex issues, we can quickly arrange for onsite IT support from one of our experienced, friendly IT technicians. Business critical incidents are picked up within an hour. Medium severity within 4 hours and low priority on next business day. Support is available 24/7/365.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each project is scoped and relevant consideration is made for the requirements of the organisation. For example, training is included with all projects. This can be a mixture of online or in-person training events.; ; All design work is documented and shared with the customer and the Service Desk teams. This documentation then follows the system through it's life.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Microsoft Excel
• End-of-contract data extraction: All data resides within Microsoft 365 and as such follows the M365 extraction process.
• End-of-contract process: All pricing is identified for the duration of the contract (with the exception of any licence increase imposed by our suppliers). ; ; At the end of the contract, Zenzero would look to negotiate a new contract term and discuss plans for the future.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • 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: Will use Mobile data unless on a WiFi connection
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: As with any Voice system, key items such as the call flows and users telephone numbers can all be configured and adminstered via the Admin Centre via a Web Browser.

Scaling

• Independence of resources: Microsoft and our Operator Connect partners operate a Cloud based platform that is scaled based on demand. As demand fluctuates the infrastructure can be manipulated to ensure connectivity to the services.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage of the system and call flows can be displayed via Real Time Dashboards or Call Centre dashboards depending on the requirement.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

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

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: No
• Datacentre security standards: Supplier-defined controls
• 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
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: On request via the Service Desk
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF
  • HTML
  • DOC
• Data import formats: CSV

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: 24x7x365 and maintains 99.9% availability.
• Approach to resilience: Multiple data centres used for hosting Voice breakout alongside Microsoft's published resilliency for M365.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access to management interfaces is confined solely to trusted IP addresses and clearly defined Role Based Access Controls restrict access to individuals who specifically need access to functionality or data.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: BSI
• ISO/IEC 27001 accreditation date: 02/07/2023
• What the ISO/IEC 27001 doesn’t cover: All sites other than London and Coventry
• 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: ISO27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any changes are documented within the Ticketing system and communicated to relevant stake holders for approval prior to any scheduled changes.; ; All changes are documented.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All services are managed by third parties and vulnerabilities are managed via their processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All services are managed by third parties and vulnerabilities are managed via their processes.
• Incident management type: Undisclosed
• Incident management approach: Incidents are logged via our portal or via telephone. Tickets will follow a process dictated by the severity with structured SLA's within the Service desk.; ; Regular reviews with the Account Management teams identify re-occuring themes and areas to address.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Zenzero is actively engaged in Environmental, Social, and Governance (ESG) work, demonstrating a strong commitment to sustainability and ethical practices. They are in the final stages of being a certified B Corporation, which means they meet high standards of social and environmental performance, accountability, and transparency. As part of their ESG efforts, Zenzero has joined the Tech Zero taskforce, aligning with other tech companies to tackle the climate crisis and drive progress towards net zero carbon emissions. They have pledged to become carbon neutral by 2027 and are implementing measures such as an electric vehicle salary sacrifice scheme and cycle to work schemes to reduce their travel emissions.

Pricing

• Price: £4.95 a user
• Discount for educational organisations: Yes
• 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 hello@zenzero.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.