4Sight Communications Ltd

Mitel MiVoice Business Subscription: Cloud Telephony Managed UCaaS/CCaaS Communications Solution

A managed communications solution built on a leading public cloud platform. Improving collaboration and business productivity. Unified communications as a service with omnichannel routing. Providing instant messaging and video collaboration to anyone from back office staff to contact centre agents. Real time monitored with engineers providing pro-active fault resolution.

Features

• A privately hosted, private cloud or hybrid cloud communications solution
• Google AI enabled with AI Webchat and AI IVR functionality
• Automatic call distribution. Route calls across sites and contact centres
• Enhanced mobility with applications for smartphones, softphones and tablets
• Audio conferencing, Video conferencing, ad-hoc conferencing or scheduled conferencing
• Advanced team collaboration tool; collaboration systems facilitating team collaboration
• Advanced all in one contact centre with omnichannel Agents
• Additional local resiliency with survivable gateways and local PRI bundles
• API Integration with Rest API. Microsoft Teams Integration
• Instant Messaging Presence. Voice Presence. Video Presence

Benefits

• Fully managed communications solution with minimal on site management required
• Enable remote collaboration with a consistent communications portal
• Ideal for multi-office environments, access the service over the internet
• Location true presence enhancing hybrid working with live status updates
• Multimodal. Voice Chat, Video Chat and Social Media
• Quickly scale users to cope with additional demands
• Control data sovereignty with secure data and local data storage
• 24/7 maintenance support with pro-active remote engineer monitoring
• Save on cost with local, national and mobile call bundles
• Cost effective, only purchase the user options you require

£276.12 a unit a month

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 gcloud@4sightcomms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

944196345289322

Contact

Dave Harrison
02030055075
gcloud@4sightcomms.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: We do not currently offer web chat as contact option for our support teams. Inclusive Local (01), National a (02) and Mobile (07) call bundles vary dependant on the contract term. User functionality is governed by the User License selected and detailed within the Service Description and Pricing file.
• System requirements:
  • Desktop Client available for PC or Mac
  • Mobile Client available for iOS or Android
  • Internet access required to access the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our target response KPI is 15 minutes with our average engineer response being 12 minutes. We track our response KPIs against contractual service levels. We have two standard service offerings. Monday to Friday 09:00 to 18:00, and 24/7/365 (inclusive of weekends and bank holidays).
• 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
• Onsite support: Onsite support
• Support levels: “Engage” is designed to be entry level and comparable in its operation with the current markets best. It is a responsive contract with an account manager assigned to the client who in turn has access to the supporting design and technical expertise we have on offer. This is £1.00 per user per month for (M-F / 09:00 to 18:00) and £1.50 per user per month for (24/7/365).; ; “Monitor” takes it up quite a big step as this is proactive through the monitoring of alarms and management information. This service is led by a Technical Account Director and has a named principle engineer assigned. This is £2.00 per user per month for (M-F / 09:00 to 18:00) and £3.00 per user per month for (24/7/365).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At 4Sight we pride ourselves on our engineering expertise. Every business has unique needs and we provide professional services (strategic consultancy, design, installation and support services) to develop tailored solutions to meet a customers requirements. We can provide onsite or online training and implementation. User guides and handover documentation will be provided. Pricing is documented in the Pricing Document and SFIA Rate Card.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • .csv
  • .xls
• End-of-contract data extraction: There are numerous sources to extract data from at the end of a contract. Configuration information and programming is available as is call usage statistics. Our 4Sight engineering team can assist with this process prior to the contract being ceased.
• End-of-contract process: 4Sight's standard cancellation term requires notice to be provided 30 days prior to the expiry of the initial or current contractual term. Our Account Management and Engineering teams will work with the customer to assist with providing an export of any data required. It is important that number porting requirements, timescales and industry regulations are taken into account if telephone numbers need to be retained.

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 is a consistent look and feel to both the desktop and mobile client with no significant differences in operation.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Mitel MiCollab can be run as WebRTC or installed as application software and is the client for MiVoice Business and may be installed on the users Desktop or Mobile device or accessed via an internet browser. This is a single application for voice, video, messaging, presence, audio conferencing, mobility and team collaboration.
• Accessibility standards: None or don’t know
• Description of accessibility: Mitel products are designed with the highest standards of accessibility. MiCollab conforms to section 508 of the United States Access Board’s Electronic and Information Technology Accessibility Standards, specifically subsections 1194.21 Software Applications and Operating System, 1194.22 Web-Based Information and Internet Information and Applications, 1194.23 Telecommunications Products, 1194.24 Video and Multimedia Products Criteria, 1194.25 Self Contained, Closed Products Criteria, 1194.31 Functional Performance Criteria, and 1194.41 Information, Documentation, and Support. These criteria represent the test for Equivalent Facilitation under section 1194.5.
• Accessibility testing: Mitel designs its products to make sure that what it offers is accessible to everyone, regardless of their physical limitations. Mitel’s solutions offer features that provide, or work with assistive technology to provide, telephone communications, e-mail, voice mail, fax, and PC desktop applications to disabled users. All solution components, from its telephones to applications including Mitel Unified Communicator Advanced and Mitel NuPoint Unified Messaging, adhere to the strictest worldwide accessibility standards, including those from the following organizations: United States Access Board: Electronic and Information Technology (E&IT) Accessibility Standards (section 508 of the Rehabilitation Act). Strict development processes evaluate and identify areas that will provide disabled people with the same access and opportunities to use its products as those who are not disabled. World Wide Web Consortium Web Accessibility Guideline ISO TC 159: Software Accessibility; ISO TC 173: Technical Systems and Aids for People with Disabilities; ISO/IEC Guide 71: Guidelines for standards developers to address the needs of older persons and persons with disabilities;; ANSI C63.19: Wireless Hearing Aid Compatibility;; IEC TC 100: Ease-of-use of appliance controllers to meet the needs of people with disabilities (Japan);; SOGITS N1032 – EN for DG XIII (European Standards);; Nordic Standards for Accessibility.
• API: Yes
• What users can and can't do using the API: The Mitel Solutions Alliance (MSA) enables third-party partners to create applications and services that integrate and inter-operate with Mitel’s core business communications portfolio. Developer Tools: APIs, drivers, interfaces and protocols, lab systems, toolkits, and technical documentation to enable rapid development and integration of products with the full range of Mitel communications products are all included. Training: Access to web based and classroom training sessions on the Mitel product & API portfolio. Developer Support: Centralized access with incident tracking, to maximize the value of APIs and speed development. Interoperability: Test Resources and Certification.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Mitel Voice Business solution offers significant scope to customise the service provided. With the ability to configure almost every element of the solution from usernames and extension numbers to complicated Contact Centre queues and routing the 4Sight engineering team will ensure that the service is configured to best suit a customers requirements. Post installation admin users can customise the solution as required and local users can customise their individual applications.

Scaling

• Independence of resources: The Mitel MiVoice Business solution is configured as a private instance for each customer. From the SIP trunk capacity through to the cloud infrastructure itself the solution is ring fenced from other customers to ensure that they can not influence the service.

Analytics

• Service usage metrics: Yes
• Metrics types: There are a number of options for service metrics. Depending on the service that has been selected we can provide anything from basic call data to detailed contact centre metrics.
• 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: Mitel Networks Limited, Gamma Telecom

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: The recording and storage of customer transactions and conversations must be performed with the highest security protections in order to prevent access by unauthorized personnel. Data encryption is a mandatory requirement. As such, data in transit is encrypted and the application is capable of recording all conversations in encrypted formats. All system user and administrative activity and interactions are monitored and logged in detailed audit logs. These audit logs are kept, providing the customer with a full audit trail.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: There are numerous sources to extract data from with Mitel MiVoice Business. The 4Sight engineering team will provide training during the implementation to ensure the correct information is being used.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .xls
  • .pdf
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Public connectivity traffic must be authenticated by the MiVoice Border Gateway, a Session Border Controller that is designed for Mitel solutions. Mitel devices further protect the traffic by encrypting ; signalling with TLS 1.2 and audio and video with SRTP 128-bit AES encryption.; ; When using private connectivity from the customer site to the data centre (e.g. MPLS or SD-WAN) the traffic must pass through a redundant firewall which ensures that only valid traffic is passed onto ; the customer’s dedicated VLAN. Mitel devices further protect the traffic by encrypting signalling with TLS 1.2 and audio and video with SRTP 128-bit AES encryption.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Our Standard High Availability target uptime is 99.99%. Our Geo Redundant target uptime is 99.999%. ; Service credits: Our service levels and response times will be discussed in regular customer review meetings. We base our model on P1, P2 and P3 tickets and we report on the 3 previous months performance. The credit component is a percentage of the support charges (Engage or Monitor) and scales from 0% to 10%.
• Approach to resilience: Core and key optional services are deployed as multi-instance applications in the iLand provided VMware environment, providing the customer with their own isolated application instances - including Five “9s” availability for the core services. There are two UK data centres and offer geo resiliency.; ; Other optional services are deployed as highly available multi tenanted solutions on Amazon Web Services (AWS) platform or Microsoft’s Azure Cloud platform. ; ; The data centre vendors utilized by Mitel include the following capabilities:; ; Diverse fibre points of entry, Redundant high-speed IP connectivity, Carrier-neutral access.; ; Environment and power 100% uptime SLA, and six 9s (99.9999%) historical portfolio uptime, Two diverse DVP substations Generators with N+1 redundancy, Fuel 24 hours on-site, High-efficiency UPS systems, UPS/PDU/RPP with N, N+1, 2N redundancy; ; Variable speed Computer Room air handlers and ultrasonic humidification, Smart chillers with evaporative condensing units for air- and water-side economization, Water: Dual water sources backed by on-site wells, N+1 campus cooling towers and chiller plant, N+1 in-room AHU; ; Key cards and biometric scanners, Double mantrap entries, Site access Cameras; Perimeter and interior IP-DVR Security Officers, 24x7x365 in-house staffed Data Centre Fire Protection, Dual-interlock pre-action dry-pipe sprinkler system, N+1 cooling system, dual-interlock, fire suppression system with VESDA.
• Outage reporting: 4Sight Monitor (Mitel Performance Analytics) is fault and performance management software specifically designed for Mitel solutions to deliver proactive performance management of your entire network. Utilising the latest Mitel monitoring technology, diagnostic tools and expert processes, 4Sight Monitor delivers proactive system performance management with tools to detect, troubleshoot and address Mitel voice quality problems. The benefits of monitoring and managing network performance are reduced downtime, inefficiency, and immediate management of incidents – allowing you to increase productivity while being cost effective. 4Sight Monitor has multiple options to report service outages. We provide a customer web portal with service dashboards and email or SMS alerts can be provided. 4Sight Monitor is key to our service provision and we have a team of engineers in our NOC that proactively monitor our customers solutions. Our team pride themselves on being aware of issues before a customer would report them.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the MiVoice Business environment is secured through a centralized authentication directory and the use of a VPN using 2FA. Access is limited to employees that require access to perform their role. Technical access controls prohibit employees from arbitrarily accessing user files and to restrict access to metadata and information about users’ accounts. Only a small number of engineers have access to the environment where user data is stored. Access between networks is strictly limited. Firewall configuration is tightly controlled and limited to authorized administrators. All employee access is promptly removed should an employee leave the company.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• 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:
  • Call Recorder is PCI DSS Compliant
  • Call Recorder is MiFID II Compliant
  • ICO Compliant

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials, 3rd party PCI software is PCI DSS and MFID2 compliant.
• Information security policies and processes: We have a Data Protection Officer that is responsible for Security Governance and who our department heads report directly to. Our Cyber Essentials certification dictates our security governance framework and looks at five technical controls. ; 1) Boundary firewalls and internet gateways;; 2) Secure configuration;; 3) Access control;; 4) Malware protection;; 5) Patch management.; The technical controls ensure that devices are protected by a firewall and also Endpoint detection and response. Only necessary software and applications are installed on corporate hardware and all other software removed. Data, applications and administrator privileges are regularly reviewed and only granted when approval is obtained from the senior management team. Software on both desktop and mobile devices has corporate policies and strict password rules are implemented and maintained. Operating system software and application software versions are maintained by our RMM platform and monitored by the IT department.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We work closely with our customers to ensure that we can comply with customer defined change management processes. Our internal change management would include a project plan (including roll back) defined by a risk assessment. All changes within MiVoice Business are documented and stored.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Mitel publish security advisories for moderate and high-risk security issues. Each advisory provides information on the status of investigation and provides additional information on products confirmed to be affected and recommended action to be taken by customers. Advisories are posted in reverse chronological order. 4Sight are notified automatically with security advisories and will look to complete patches where required within 24 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Mitel diligently maintains the security of the back-end network. Mitel identifies and mitigates risks via regular application, network, and other security testing and auditing by both internal security teams and third-party security specialists. Mitel’s network security and monitoring techniques are designed to provide multiple layers of protection and defence-in-depth strategies. Mitel employs industry-standard protection techniques, including firewalls, network security monitoring, and customer ingress and egress intrusion detection systems to ensure only eligible traffic can reach the Mitel application infrastructure.; Mitel have a status website that users can subscribe to providing status and updates to any incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: 4Sight Monitor provides pro-active alarm notifications from MiVoice Business Contact Centre solution to the 4Sight NOC. However customer incidents can be also be reported to our service desk to be logged, managed and resolved. Common events would follow our standard fault logging processes and customer specific SLAs. For service outages Mitel have a status website that users and resellers can subscribe to providing status and updates to any incidents. Incident reports would be managed by 4Sight updates would be provided to the customer. Customer specific SLAs would govern the response times.

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
  • Covid-19 recovery
  • Equal opportunity

  Fighting climate change

  We are proactively working towards a net zero carbon status by 2030. 4Sight are compliant with PPN06/21 and are certified as Carbon Neutral. Through our actions and the policies we have adopted we are confident of our ability to deliver a sustainable reduction in our carbon footprint. ; This statement is underpinned by the following: Our commitment to understanding, delivering and measuring our commitment through our appointment of Positive Planet to work with us to meet with Scope 1, 2 and 3 within the PPN 06/21 requirements. This partnership provides us with the expertise and tools required to implement positive change within a framework that is well considered, progressive and with measurement to deliver sustainable performance. ; Our contractual commitment with our office landlords to work proactively to reduce waste in the office environment where we have already implemented PIR lighting so we only light areas that are occupied, shared services to reduce our power consumption on servers, paperless processes to reduce consumption and recycling to repurpose any necessary waste. ; We have extended the lifecycle of IT and Telephone equipment by removing fixed term renewals in favour of repair and upgrades. Equipment beyond repair or purpose is disposed using a secure WEEE recycling service. ; We have invested in software technology that allows our staff to work remotely and us to offer the majority of our services remotely in order to reduce unnecessary travel. To promote our remote services we offer commercially advantageous pricing to our clients.; We always aim to source what we can on a local, in country basis and partner with other businesses that share our objectives and values. To this aim we take interest in the practice and policies adopted by our partners and in the interest of transparency we are increasingly publishing these details via our website.

  Covid-19 recovery

  Covid – 19 has presented enormous harm and challenges to us all as we have sought to understand and manage the impacts on daily life. The direct impact on our business and staff has been relatively limited as we had always operated with a strong emphasis on remote and flexible working that allowed us to pivot immediately to hybrid and home working. ; However many of our clients have been impacted to the extent they have had to reconsider the ways they could continue to offer services and maintain their businesses and organisations. Our primary role throughout the pandemic period has been as a facilitator of these changes as we have sought to understand client challenge and then advise, design and implement new communications technologies to allow services to continue and businesses to survive. ; As we emerge from the pandemic our role has evolved from one of supporting the survival of businesses and organisations, to one of helping them build on the working practices and technology innovations that have been deployed and become more readily available and accepted in the new world. ; We are in a period of great opportunity and many unknowingly are a lot closer to being in a position to leverage existing investments along side newer technologies to deliver a solution stack that will offer ongoing flexibility and protection against future operational challenges, at the same time as exceeding pre-pandemic performance levels.; Balancing the operational needs of the organisation along with those of the users has been solved using technology. In many cases this technology has existed for years but it is fair to say it has seen huge strides in its capability, accessibility, acceptability and cost during the pandemic.

  Equal opportunity

  4Sight is committed to valuing diversity and seeks to provide all staff with the opportunity for employment, career and personal development on the basis of ability. ; 4Sight will not tolerate direct or indirect discrimination against any person on grounds of age, disability, gender / gender reassignment, marriage / civil partnership, pregnancy / maternity, race, religion or belief, sex, or sexual orientation whether in the field of recruitment, terms of employment, career progression, training, transfer or dismissal.; It is the responsibility of all staff in their daily actions, decisions and behaviour to endeavour to promote these concepts, to comply with all relevant legislation and to ensure that they do not discriminate against colleagues, customers, suppliers or any other person associated with the Company.; The 4Sight Equality and Wellbeing Policy is detailed in the staff handbook. In adopting these principles 4Sight Communications:; Will not tolerate acts that breach this policy and all such breaches or alleged breaches will be taken seriously, be fully investigated and may be subject to disciplinary action where appropriate.; Fully recognises its legal obligations under all relevant legislation and codes of practice.; Allows staff to pursue any matter through the internal procedures which they believe has exposed them to inequitable treatment within the scope of this policy. ; Ensures that all managers understand and maintain their responsibilities and those of their team under this policy.; Offers opportunities for flexible working patterns, wherever operationally feasible, to help employees to combine a career with their domestic responsibilities. ; Provides equal opportunity to all who apply for vacancies through open competition. ; Selects candidates only on the basis of their ability to carry out the job, using a clear and open process.; Provides all employees with the training and development that they need to carry out their job effectively.

Pricing

• Price: £276.12 a unit a month
• 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 gcloud@4sightcomms.com. Tell them what format you need. It will help if you say what assistive technology you use.