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SoftwareONE

Unified Communications & Teams Telephony

SoftwareONE Unified Communications is a suite of services for customers who subscribe to Microsoft Teams, consisting of 24 x 7 support and administration, cloud telephony services, direct routing, contact centre, call quality insights, call recording, and other value-added services intended to deliver a complete end-to-end Unified Communications solution.

Features

  • 24x7 Service Desk for Microsoft Teams
  • Microsoft Teams Tenant Support and administration
  • Teams Cloud Telephony and Enterprise Voice
  • Service Management
  • Call Quality Insights
  • Meeting Room Support
  • Contact Centre (Teams integrated)
  • Teams Call Recording

Benefits

  • Predictable Opex costs
  • Retire expensive legacy equipment, e.g. PBX
  • Enables transformation of Telephony to the cloud
  • Access to Unified Communications expertise when you need it
  • Enables employees and customers to stay connected
  • Enables flexible hybrid working
  • Improves Quality of Experience and drives adoption
  • Gives peace of mind that Teams is supported globally, 24x7
  • Reliability for your cloud telephony
  • Save cost through buying services and licenses from single supplier

Pricing

£1.50 a user

  • Education pricing available

Service documents

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 technology-products.uk@softwareone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

8 7 3 7 1 2 3 1 4 0 1 8 9 7 2

Contact

SoftwareONE Tom Hook
Telephone: +44 203 005 0238
Email: technology-products.uk@softwareone.com

Planning

Planning service
Yes
How the planning service works
We provide voice and cloud transformation planning workshops, including low level designs, core Teams and Voice configuration, and detailed site surveys.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Microsoft Teams
  • Microsoft Phone System

Training

Training service provided
Yes
How the training service works
SoftwareONE provides a number of training services and a learning platform. These are covered by SoftwareONE Adoption services
Training is tied to specific services
Yes
Services the training service works with
Microsoft Teams

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
SoftwareONE offers professional services to undertake a complete transformation to the cloud, specifically helping customers migrate from either on-premises Skype for Business to Microsoft Teams or migrating from an on-premises PBX Telephony System to Microsoft Phone System. We offer a well-established, tried and tested methodology for Unified Communications cloud transformation, including low level designs, detailed site surveys, number porting, and core configuration of voice features.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Microsoft Teams
  • Microsoft Phone System
  • Cloud Contact Centre (Teams-integrated)

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
SoftwareONE's Unified Communications Services includes 24x7 support for a suite of software services, including Microsoft Teams and Microsoft Phone System. Our 24 x7 service desk is manned by a team of qualified Unified Communications specialists, contactable by phone, email or online ticket. We ensure peace of mind for customers who rely on Microsoft Teams to stay connected to their employees and their customers. We ensure customers' cloud telephony is reliable and always available.

Service scope

Service constraints
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times for Incidents are dependent on the severity level:
• E1 - Emergency event will be responded within ≤30 minutes
• P1 - Critical event will be responded within ≤1 hour
• P2 - Urgent event will be responded within ≤2 hours
• P3 - Important event will be responded within ≤4 hours
• P4 - Billing enquiry will be responded within ≤4 hours
• P5 – Advisory Feedback will be responded within ≤ 48 hours
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
No
Support levels
The Unified Communications Support Levels are broken down into 4 services.
Teams Essentials: This is a reactive service that consists of a 24 x 7 Global Service Desk (cloud support engineers) for Incidents and Service Requests submitted by the Customer through its Authorized Contact(s).
Managed UC: is an Add-on Service Module, intended for customers who want a more proactive service from SoftwareONE. Managed UC consists of Service Management, voice gateway monitoring, secure password safe and call quality insights.
Meeting Room Support: Support for certified Teams Meeting Rooms
Voice Infrastructure Support: Incidents and Service Requests relating to the voice infrastructure and equipment that is enabled to work with the Customer’s Microsoft Teams tenant.

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)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Irclass Systems and Solutions PLC
ISO/IEC 27001 accreditation date
26/12/2019
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
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Equal opportunity

Fighting climate change

At SoftwareOne, we are committed to making a positive impact on society beyond our core services. As part of our G-Cloud service provision, we will continue to actively engage with in-house volunteering initiatives, including our “Harmony Day” programme. We intend to address fighting Climate Change by: Our team recognizes the urgent need to combat climate change. Through our Harmony Day programme, we encourage employees to volunteer their time and skills toward environmental causes. We have previously organised tree-planting days and are looking to collaborate with new environmental organisations. By dedicating some of our our Harmony Days to climate-related projects, we contribute directly to reducing carbon emissions, promoting sustainable practices, and raising awareness about environmental issues.

Equal opportunity

At SoftwareOne, we are committed to making a positive impact on society beyond our core services. As part of our G-Cloud service provision, we will continue to actively engage with in-house volunteering initiatives, including our “Harmony Day” programme. We intend to address economic inequality by: As part of our commitment to social value, we will channel our Harmony Day efforts toward addressing this issue. Our Social Value lead will look to engage our public sector team with volunteering organiations that support marginalised communities, low-income families, and individuals facing economic hardships. Whether it’s mentoring underprivileged youth, providing job readiness workshops, or supporting food banks, our team will aim to contribute to reducing economic disparities through volunteering days.

Pricing

Price
£1.50 a user
Discount for educational organisations
Yes

Service documents

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 technology-products.uk@softwareone.com. Tell them what format you need. It will help if you say what assistive technology you use.