BABBLE CLOUD LIMITED

Contact Centre as a Service for Healthcare

Provides flexibility to deploy new or enhance an existing hardware estate moving telephony intelligence into the cloud, reducing your exposure to cost and risk through continuing to operate site-based systems through the cloud. Offers more flexible contact arrangements for patients and employees, offering in-built business continuity and improved customer interaction.

Features

  • Inbound & outbound call management
  • Support new or existing numbers (via porting)
  • Desk phone, softphone or mobile device
  • Network Queuing with messaging, break out & call back
  • Multiple layers of call routing e.g. primary, secondary, tertiary, overflow
  • Call Recording - secure processing, storage and access
  • Wallboards & reporting - including QR8
  • Instant Messaging, Video & SMS
  • Conference Service & Broadcast

Benefits

  • Retain existing hardware investment - adopt an overlay approach
  • Replace and become hardware / site independent
  • In-built continuity and if needed, disaster recovery
  • Secure capture, storage and authorised access to processed data
  • Work base, home, mobile working with no operational change
  • Centralised accounting - freedom to work remotely using existing infrastructure
  • Securely take patient calls on any phone at any time
  • Collaborate with geographically spread locations
  • HSCN connectivity for access to processed & secured data

Pricing

£10.00 to £45.00 a licence a month

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 daniel.akers@babble.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

9 5 5 3 7 7 1 0 1 3 2 0 0 1 8

Contact

BABBLE CLOUD LIMITED Daniel Akers
Telephone: 02038577859
Email: daniel.akers@babble.cloud

Service scope

Software add-on or extension
No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
It is hardware agnostic.
System requirements
  • PC, web browser enabled device or IP / desk phone
  • High speed internet access
  • Transferable number ranges
  • Softphone is Windows only

User support

Email or online ticketing support
Email or online ticketing
Support response times
M-F 9 to 5:30
Priority 1 response within 15 minutes and resolution within 1 hour
Priority 2 response within 30 minutes and resolution within 2 hours
Priority 3 response within 60 minutes and resolution within 4 hours
Priority 4 response within 90 minutes and resolution within 8 hours

Out-of-hours
Priority 1 response within 30 minutes and resolution within 1 hour
Priority 2 response within 60 minutes and resolution within 2 hours
Priority 3 response beginning next working day and resolution within 4 hours
Priority 4 response beginning next working day and resolution within 8 hours
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Normal business hours support to all customers included within service charges. Out-of-hours support available at an additional charge (supported by SLA). Account Management and Service Management available dependent on scope of service contract.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Remote training, user guides, video training sessions and on site training sessions.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Training video material
End-of-contract data extraction
Processed data is available via encrypted / removable media, or, via SFTP to designated customer device(s).
End-of-contract process
Transfer of processed data, decommissioning of user credentials, deactivation of call plans and user accounts, deletion of processed data once safe receipt confirmed.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Desktop service is browser based and requires no application download.
Mobile users can access via their browser (no download required), or, utilise a Mobile App (which requires FOC download). Softphone users require download and is only available for Windows.
Service interface
No
User support accessibility
None or don’t know
API
No
Customisation available
Yes
Description of customisation
Messaging, call routing, call queuing, call delivery plans, service credentials and access rights can all be customised.

Scaling

Independence of resources
Multiple network locations supporting interconnects with multiple carriers. Rigorous capacity planning and real-time replication.

Analytics

Service usage metrics
Yes
Metrics types
Full range of reports via Management Information System (MIS) access - both preformatted and bespoke.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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
No
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
  • Physical access control, complying with another standard
  • 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
For special category data customers can export over HSCN. Management Information System (MIS) access (username, password & PIN controlled) available for download of consolidated daily / weekly data.
Data export formats
  • CSV
  • Other
Other data export formats
MP3
Data import formats
Other
Other data import formats
Excel

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
System Availability 99.999%, Network Quality 99.90%, Web Availability 99.90%.
Approach to resilience
System architecture available upon request.
Outage reporting
Email, voice and SMS.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Established on a per user basis. Authorised Contact List - agreed with every customer determines who is authorised for access and at what level.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
At least 12 months
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
23/11/2018 and then annual recertification audits.
What the ISO/IEC 27001 doesn’t cover
Hosting locations managed by Third Parties and operated to CNI standards.
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
Data Security & Protection Assessment (annual)

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
Security & Governance Review Team (management team representation) reviews information security performance, policies and procedures on a monthly basis. Policies, processes and procedures are audited by BSI as part of the ISO27001 certification process - annual audit with 3-year recertification cycle. Policies, processes and procedures are subject to internal audit in preparation for annual BSI certification audits,

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All change requests are created, reviewed and approved / rejected on Salesforce, with an audit trail for checking once approved changes have been completed. Change requests are assessed for risk, impact and feasibility.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Regular vulnerability and penetration testing is carried out. All system and user device software updates / patches are applied immediately they become available. Registration with the ICO provides a source of advice and new alerts / guidance relating to information security.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Alerts / notifications from system monitoring (service and user related). Internal event log monitoring internal system access. Incident Management process defines the process for isolating, reporting, investigating, reinstatement or operational service and the resolution of any recommendations / mandatory actions.
Incident management type
Supplier-defined controls
Incident management approach
Incident Management Policy - audited by BSO as part of ISO27001 certification. All incidents raised on Salesforce and tracked through to closure. Incident Log maintained and reviewed at Security & Governance Review Team,

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

CCaaS delivers contact centre software via the cloud. Cloud technology may not be entirely environmentally friendly, but it’s certainly a much better option than individual businesses running on-premise systems.
Studies suggest that cloud is over 90% more energy-efficient which can result in 98% lower carbon emissions compared to traditional on-premise. The same study suggests large organisations can reduce per-user carbon footprints by 30% and small companies’ up to 90%.
Suppliers of CCaaS are investing and finding new ways of supplying licences in a more efficient way to reduce the carbon emissions within its data centres.
Wellbeing

Wellbeing

Cloud technology, including CCaaS, enables the workforce / agents to login and work from anywhere in the world with an internet connection. Employees are no longer tied to an office and our customers are now better able to support the health and wellbeing, including physical and mental health, in the contract workforce.

Pricing

Price
£10.00 to £45.00 a licence a month
Discount for educational organisations
No
Free trial available
No

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 daniel.akers@babble.cloud. Tell them what format you need. It will help if you say what assistive technology you use.