Britannic Technologies

8x8 CC / XCaaS

8x8 XCaaS delivers enterprise SaaS services from VoIP telephony (X-Series X1), full voice, chat, and video collaboration (X4) up to contact centre (X8). 8x8’s omnichannel contact centre includes skills-based routing, self-service automation, conversational AI, media recording, analytics, MI and dashboard reporting, customisable wallboards, quality management, AI-QMs and open API integration.

Features

• Customer Journey Analytics.
• Rich Management information
• Real Time Customisable dashboards
• Omni-channel, single platform
• Customisable IVR
• Voice for Microsoft Teams
• Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
• CCaaS: intelligent IVR, AI, ML, Bots, ACD, skills-based routing.
• Chat, queuing, callback requests, speech recognition
• UK Data Centres.

Benefits

• Rapid deployment
• Ensure productivity
• Evergreen upgrade schedule
• End to end solution
• Free of charge calling to up to 47 International destinations
• Strong uptime guarantees/enable business continuity
• CCaaS, unify a distributed workforce, cloud-based, agile working
• Elevate customer experience
• Interact on customer's chosen contact channel, facilitate digital inclusion
• Scalable with limitless capacity

£3 to £150 a user a month

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 jcambpbell@btlnet.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

857288446174900

Contact

James Campbell
01483242550
jcambpbell@btlnet.co.uk

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: 8x8 XCaaS is intended as a complete, end-to-end cloud communication and collaboration solution. Elements of the XCaaS solution can be integrated with third-party solutions, for example its Contact Centre is solution-certified for Microsoft Teams and its CPaaS capabilities for proactive outreach services.
• Cloud deployment model: Public cloud
• Service constraints: The services delivered via the 8x8 XCaaS platform are designed for scalability, reliability, security, global reach, and sustainability. This includes a 99.999% financially-backed SLA for end-to-end services availability. Successful implementation, operation, and ongoing management require adherence to technical prerequisites, especially regarding local network connectivity and compliance with voice over IP regulations and carrier interconnection. Planned maintenance by 8x8 is performed without disrupting customer operations. Customer-facing aspects, such as portals and user interfaces, are upgraded at the convenience of the customer, while non-facing elements are upgraded seamlessly without interrupting service continuity.
• System requirements:
  • Suitable Internet connection & Access to Web Browser
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS settings)
  • Data centre network addresses (IP number whitelist)
  • Supported third-party endpoints (e.g. desk phones)
  • User device hardware prerequisites for 8x8 client applications
  • User device software prerequisites for 8x8 client applications
  • Browser prerequisites for user, supervisor and admin portal access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical tickets will be actioned in under 1hr
• 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: Via Britannic's website
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: The Britannic Service Desk is committed to delivering the best service for our clients. Our process ensures that any critical customer issue is promptly escalated, day or night, regardless of contract level. This minimises delays during major incidents. ; Technical expertise and accountability are fundamental to our service ethos. Each new product added to our portfolio undergoes rigorous technical onboarding to cultivate in-house subject matter experts, enhancing the value we deliver to customers.; In cases requiring vendor escalation, typically for software bugs or feature requests, we demonstrate our commitment and capability by managing the majority of service tickets and requests in-house. We take pride in our flexibility, adhering to necessary processes outlined in our ISO/IEC 20000 accreditation while striving to exceed customer expectations.; By default, new customers are provided with our Bronze support package at no additional cost, however we can discuss increasing this if required. Pricing is based upon a percentage of the list price of the equipment in the solution.; We also report on a tighter, internal measurement of SLO (Service Level Objective). This is a service goal which Britannic set above the contractual SLA measure. We are fully transparent with our customers regarding our performance against this measure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the kick-off stage of your project, training needs will be discussed, and a tailored plan will be created that is closely aligned to existing skill-levels, appetite and timelines.; We offer a variety of tailored training packages to suit the scope of any given project. We cater to all levels of user; end-users, system administrators, super-users, supervisors, managers and can offer train-the-trainer sessions when appropriate.; Recognising the pivotal role training plays in the adoption of new processes, we provide flexible delivery options, including on-site, classroom, and web-based sessions. Our extensive training portfolio encompasses a range of high-quality courses covering all aspects of the proposed solution. Our team of trainers includes Britannic Subject Matter Experts, engineers and external professional trainers with the most appropriate resource being agreed between all parties ahead of time.; Post-training, we gather feedback from trainers and attendees and provide relevant information to enhance the user experience further. We provide access to additional resources, such as user guides and videos, plus a variety of materials which can be accessed when needed.; To ensure continuous skill development, we recommend follow-up, refresher, and ongoing skills-based training.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data within 8x8 systems is automatically deleted within 24 hours of the contract's expiration. Customers must utilise the built-in product features or APIs to export necessary data elements before contract expiry to prevent data loss. Failure to do so renders the data irretrievable. Additional fees apply if data retrieval is requested beyond contract termination.; For Contact Centres:; - VCC CRM Data: Customers utilise the 8x8 Case and Contact Management API for email attachments.; - VCC Analytics: Customers access and download reports.; - Quality Management/Speech Analytics: Customers are responsible for downloading reports and related data.; - Call Recordings: Accessible via VCCs SFTP server.; For Back Office:; - Numbers Report: Admins generate PBX number lists.; - User Report: Admins create user reports for service setup.; - Device Report: Customers generate usage and assignment reports.; - Sites and Site Addresses: Admins access setup and physical address details.; - Call Recordings: Admins access current and archived call recordings.; - Work Groups: Admins view configurations, with detailed reports available on request.; - Auto-Attendants: Admins access lists of numbers and assignments.; - Contact Directory: Admins generate .csv format contacts reports.; - Analytics for 8x8 Work: Users with appropriate licences generate and download CDR records.
• End-of-contract process: At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • 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: There are no differences in features
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: 8x8’s application features two primary browser-based interfaces for service and administration. The Admin Console empowers customers to manage PBX features like users, hunt groups, and auto attendants. Configuration Manager serves as the platform for administering Contact Centre elements, including call flows, agent skills, omnichannel settings, and service levels.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: 8x8 ensures compliance with legal standards and accessibility best practices through WCAG audits conducted by our internal IAAP-certified accessibility expert. We gather feedback from users with disabilities through interviews and formal usability studies, partnering with charity organisations for regular testing.; 8x8's Poly desktop devices are Hearing Aid Compatible (HAC), meeting FCC section 508, ADA Section 508 Recommendations: Subpart B 1194.23, and EN 301 549 standards. They feature standard accessibility elements like visual alerts, customisable backlighting, adjustable ringtones and volume, visual ringing, and tactile keys.; Certain features, such as Telephone Typewriter (TTY) support or the Poly® Desktop Connector application for VVX series phones, require additional configuration. Users may need optional accessories from third-party vendors for specific disabilities.
• API: Yes
• What users can and can't do using the API: 8x8 provides a comprehensive suite of APIs covering various functionalities, including Real Time Statistics, Historical Reporting, Call Recording Control, Contact Centre Status (Schedules), and Chat AI (manipulation and augmentation), Chat API (full headless; server-to-server capability), and SCIM Provisioning API. ; ; These APIs enable seamless integration with third-party systems, facilitating intelligent screen pops, configurable workflows, auto activity logging, and data syncing. Customisable workflows cater to individual business processes.; ; Our Contact Centre integrates seamlessly with leading CRM services like Salesforce, NetSuite, Microsoft Dynamics, and Zendesk, alongside support for other systems via Web Services or standard APIs. Our Professional Services team assists in customisation of; existing integrations or creation of new ones based on project requirements. Custom integrations can encompass advanced functionalities like populating audio file links in CRM notes, custom inbound routing tables, advanced IVR features, and more.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 8x8’s XCaaS solution is highly adaptable to meet the specific needs of each customer. For example, individual requirements for Contact Centre operations - such as routing voice, chat, email, digital bot, or voice bot contacts, defining agent skill levels, determining in-queue treatments for end customers, and configuring real-time and historical reporting - are accommodated seamlessly. ; Additionally, customisation extends to integration needs, whether for standard integrations or applications unique to a customer’s business. In Unified Communications (UC), customers can integrate 8x8’s capabilities into platforms such as MS Teams. Each user can have a tailored persona, ensuring their unique UC needs are addressed. For instance, users may opt for call recording or need to participate in hunt groups. Therefore, our solutions is customisable to meet the communications requirements of each customer.

Scaling

• Independence of resources: 8x8's cloud-based communication services offer unparalleled scalability, anticipating resource needs for deployment and growth. Our technology scales horizontally, unconstrained by limited resources, and leverages ML and AI algorithms to forecast bandwidth, carrier access, and hardware requirements. Systems automatically adjust resources based on load, with rigorous review by our architecture team to ensure reliability, availability, and security. Dedicated quality assurance teams conduct thorough testing against replica production platforms to uphold 8x8 standards, including load testing. This approach ensures seamless scalability and robust performance, guaranteeing our ability to support both existing and new customers effectively.

Analytics

• Service usage metrics: Yes
• Metrics types: At 8x8, we equip our end users with comprehensive metrics spanning all solution facets. From network call quality to AI-driven content analytics, insights cover voice calls, chat, email, live web, chat, and AI bot technology. Our customisable report templates empower users to highlight relevant KPIs in preferred formats, tailoring reports to their specific needs. This flexibility ensures visibility onto critical metrics, facilitating informed decision-making and optimisation. Whether monitoring call quality or analysing AI interactions, our solution enables effective data utilisation for enhanced performance.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 8x8

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)
  • Other locations
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: 8x8's Analytics applications enable users to export data in CSV, XLS, or PDF formats directly from our native interfaces. Additionally, 8x8 offers APIs that allow querying databases to retrieve reporting data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Xls
  • PDF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • API
  • PDF

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: 99.999% uptime SLA; Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
• Approach to resilience: A dedicated Architecture team conducts thorough reviews of all significant changes to service definitions and products before their release, as part of 8x8's New Product Introduction (NPI) process. This review involves scrutinising design and implementation to identify potential service risks. System components undergo systematic evaluation and risk assessment using the "Failure Mode and Effects Analysis" methodology. Risks are scored based on factors such as methods of failure detection, automation of failover, failover duration, severity of failure impact, and likelihood of occurrence. If a component or system poses an unacceptable risk, the proposed solution is rejected, and engineers are tasked with refining the solution or providing mitigations. Mitigations may include implementing faster detection methods, adding redundancy, reducing recovery times, or making lower-level software changes to enhance resilience against failure modes.
• Outage reporting: Britannic provides management alerts for any customer-impacting outages or security breaches. These alerts are sent via email to named stakeholders.; We have a time-bound escalation process which triggers automatically, based on the length of time a ticket has been opened:; >1 hour Critical ticket automatic escalation ; >1 day Major ticket automatic escalation ; >3 days Minor ticket automatic escalation; You also have the ability to request an escalation should there be any concerns with the progress of the issue.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Management interfaces are securely accessed via password / 2FA control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the Britannic Information Security
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 22301 Business Continuity

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: Britannic Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. Britannic Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by Britannic 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all Britannic management processes are frequently reviewed to ensure Britannic remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by Britannic CEO and Information Security Management Forum, made up of members of the Senior Management Team. Britannic Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

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: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013. ; In order to identify potential threats we have:; - compiled an inventory of assets connected to our network; - identified critical systems and at-risk systems; - established timely and scheduled patch management process; - established a process ensuring programs and apps run the latest software versions; - established remediation timelines; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; We conduct a regular vulnerability testing/scanning process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Britannic have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• 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: Britannic have a well defined process for managing and updating incidents. ; Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular updates to key stakeholders and is only closed once a full RFO is delivered.

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:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an integral component of our environmental strategy, our dedication to sustainability encompasses multiple facets, spanning from our office practices to our data centre operations. At the core of our commitment lies our conscientious approach to recycling.; ; Within our office premises and across our datacentres, recycling initiatives are rigorously implemented. Specifically, within our datacentres, dedicated recycling collection points are established to ensure the proper disposal of all equipment packaging. This meticulous process is not only compliant with regulations but also aligns with our values of environmental stewardship.; ; For Britannic, our environmental commitment is not in place solely to adhere to compliance regulations, we want to play our part in fostering a greener future. Through comprehensive recycling initiatives, responsible disposal practices, and strategic partnerships, we endeavour to lead by example in championing sustainability across all facets of our operations.

  Equal opportunity

  The company is strongly dedicated to promoting diversity and inclusion across all areas of our business operations. The following is a summary of our policies, practices, and activities that support diversity and inclusion: ; Recruitment Policies & Practices: ; - Equal Opportunities Policy: We have a comprehensive Equal Opportunities Policy in place that ensures all individuals associated with the company are treated fairly and without discrimination. This policy complies with anti-discrimination laws, protecting against discrimination based on protected characteristics such as age, disability, gender, and more. ; - Recruitment Practices: Our recruitment processes are designed to prioritise merit and eliminate any form of discrimination. We use gender-neutral language in job advertisements, and our interviewers are trained to avoid asking discriminatory questions. We also ensure that our vacancy advertisements are widely disseminated to reach a diverse section of the labour market, promoting equal opportunities. ; - Equality Monitoring: We actively engage in equality monitoring by voluntarily and anonymously collecting data on various aspects, such as ethnic group, gender, disability, sexual orientation, religion, and age. This data helps us identify underrepresented or disadvantaged groups within our organisation and informs our diversity and inclusion initiatives. ; ; Our policies and practices demonstrate a clear commitment to enhancing diversity and inclusion in recruitment, internal development, and customer-facing service delivery. We continuously monitor and improve these initiatives, ensuring that diversity and inclusion are not just policies but integral parts of our organisational culture.

  Wellbeing

  Britannic are deeply committed to generating social value through our holistic approach to employee wellbeing and community engagement. We understand that fostering a supportive and empowered workforce not only benefits our employees but can make a positive impact on the local community.; Private Medical Coverage: Our provision of private medical coverage, including mental health services, ensuring that our employees have access to essential healthcare resources. By prioritising mental health, we contribute to reducing the stigma around these issues and promote overall well-being.; Birthday Leave: We believe that personal milestones are worth celebrating, and granting a day off for birthdays is a small way to show our appreciation for our employees. This policy enhances work-life balance, allowing individuals to spend quality time with loved ones and nurture personal relationships.; Volunteering Day: Our dedication to social value extends beyond the workplace. We offer our employees the opportunity to take a volunteering day, empowering them to give back to their communities. This not only strengthens our employees' sense of purpose but also creates a positive ripple effect by supporting various charitable causes within the local community.; Personal Training and Development: We actively encourage personal training and development initiatives. By investing in our employees' growth, we not only equip them with valuable skills but also foster a culture of continuous learning and innovation.; Extending Social Value to Clients: We actively seek to provide social value to our clients, through volunteering days, seminars, conferences, workshops, training assets and wellbeing portals.

Pricing

• Price: £3 to £150 a user a month
• Discount for educational organisations: No
• 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 jcambpbell@btlnet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.