Central Networks and Technologies Ltd

8x8

8x8 XCaaS delivers UCaaS, CCaaS and CPaaS 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 and dashboard reporting, customisable wallboards, quality management and open API integration.

Features

• Business phone - enterprise-grade cloud PBX
• Team chat - persistent open/closed conversations with content sharing
• Video meetings to 500 participants, content sharing and moderator controls
• Voice for Microsoft Teams - direct routing or Operator Connect
• Conversational AI - automated transcription and summarisation
• Omnichannel call routing with blended interaction of all channels
• Customer journey analytics from call initiation to completion and resolution
• Personalised user workspaces for users, supervisors and administrators
• Third party ecosystem integrations for CRM, WEM and analytics
• Proactive outreach - notifications and interaction via SMS and WhatsApp

Benefits

• Enhance communications quality and collaboration efficiency
• Ensure productivity for all users
• Enable business continuity
• Execute robust security policies
• Elevate customer experience
• Empower employees to effectively engage customers
• Engender employee job satisfaction and reduce staff turnover
• Enrich decision-making for supervisors and managers
• Elighten process efficiency though actionable operational insights
• Embed agile working practices

£4.00 to £135.00 a user

• Free trial 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 sales@centralnetworks.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

969572526990515

Contact

John Blackburn
01706747474
sales@centralnetworks.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, single-sourced cloud communication and collaboration solution. Elements of the XCaaS solution can be deployed 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:
  • 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: The aim is to respond to questions on the first call, through an escalation 1st-3rd line classification.
• 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: Yes, at extra cost
• Support levels: Our operations team is broken down into two areas, Service Desk and Engineering. The Service Desk acts as the primary source of all activity, where calls are categorised, prioritised and filtered to the relevant specialist if required. Our calls are given a priority level from 1-5; whereas P1 is Disaster, business is non-operational all the way through to P5, of which could be a cosmetic incident, for example. Our response times and levels are summarised below: P1 - Urgent - 15mins Response Time (RT), 4 hrs Target Full Fix Time(TFFT) P2 - Critical - 30 mins RT, 8 hrs TFFT P3 - Very Important - 4 hrs RT, 20 hrs TFFT P4 - Important - 10 hrs RT, 30 hrs TFFT P5 - Informational - 3 days RT, 90 days TFFT (never normally this long) The majority of activity will be remote based working, however we will send either a senior engineer to the client site, or a cloud specialist to a cloud hosting datacentre site, as and when required, depending on the incident. All priority incidents are included in our pricing, defined by customised SLA's and can be in unlimited numbers if required, depending on the client's needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Services teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PMI methodology and PRINCE2 principles, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.; Project stages include:; ; 1. Project kick-off: Introducing the team, explaining the process, and setting deliverables and timelines.; 2. Solution design (discovery): Assessing network, collecting user profiles, call flow details, and other requirements, including number porting prep.; 3. System configuration and admin training: Configuring the system, providing admin training, and activating phones.; 4. System test and user training: Testing and providing training materials for end-users.; 5. Go-Live: Making the system operational by forwarding calls.; 6. Number porting: Transferring current numbers to our system.; 7. BCD sign-off: Officially approving the Build Capture Document.; 8. Transition to support: Ensuring smooth operations post-implementation, with ongoing support as outlined in our agreement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • 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: Upon the expiration of the contract, all data within the 8x8 platform is processed for deletion and will be deleted within 60 days of contract expiry. Customers are responsible for extracting any data from 8x8 products using the provided tools and APIs prior to the contract expiring. Upon the contract expiring, any customer data remaining on the platform shall not be accessible and/or recoverable. Please refer to our exit management provision in our service description for more information.

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 between 8x8 Work Desktop and 8x8 Work Mobile.
• 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.; ; Recommended accessibility improvements include enhancing compatibility with screen reading technologies like JAWS, improving keyboard navigation, and implementing user interface enhancements for colour-related challenges.
• 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 support
• Organisation whose services are being resold: 8x8

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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
• 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
  • PDG
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Some data can be exported into PDF format

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)

Availability and resilience

• Guaranteed availability: We strive to maintain our services available to customers 24x7 and offer a Service Level Agreement (SLA) covering system availability and call quality. 8x8 ensures a consistent and reliable end-user experience through a highly available architecture supported by a platform-wide uptime SLA of 99.999%. All service availability calculations and determinations are based on 8x8's records and data. We make commercially reasonable efforts to respond to Unplanned Service Interruptions reported through any of 8x8's Customer Support channels, 24x7. To qualify for Service Credits, customers must notify 8x8 within 30-days from the time they become eligible. Failure to comply with this requirement forfeits the customer's right to receive a Service Credit. Service Credits will be issued on the 8x8 invoice for the period following the customer's request, except in the customer's final month of the Term, in which case the Service Credit refund will be mailed to the customer.
• 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: "The 8x8 Network Operations Centre (NOC) provides management alerts for any customer-impacting outages or security breaches. These alerts are sent via dedicated messaging channels to responsible individuals globally and include an audio conference bridge for immediate collaboration. The support organisation is also included in the notification group and follows a dissemination process to inform customers using a web-based Support Portal.; ; In cases where multiple customers are affected, a Master ticket is generated, and all customer portals are automatically updated with relevant information from the Master ticket. Updates to the Master ticket are made as events occur, with multiple changes consolidated into single updates when necessary. Each update message specifies when the next update will be issued, if there are no changes in the interim."

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: All 8x8 users are authenticated using 8x8's SSO system. 8x8 products can be integrated into a customer's own solution using SAML2. Tokens are issued only on successful authentication.
• Access restrictions in management interfaces and support channels: 8x8 maintains stringent access controls by assigning unique user IDs with robust passwords, adhering to the latest NIST guidelines. Multi-Factor Authentication (MFA) is mandatory for all access, leveraging a well-known Single Sign-On (SSO) provider. Access by 8x8 employees is meticulously logged, including IP addresses, and is under constant monitoring by both IT and Security Information Event Management teams.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: 8x8 operates without a distinct Privileged Access Management (PAM) system. Instead, we establish accounts and privileges according to a minimum access and need-to-know basis. While we do not employ a dedicated PAM tool, our access controls incorporate measures such as Role-Based Access Control (RBAC), Least Privilege, and need-to-know principles for both normal and privileged user access. These practices ensure that users only have access to the resources essential for their roles, maintaining robust security standards akin to those offered by a PAM tool.

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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 30/10/2015
• What the ISO/IEC 27001 doesn’t cover: The ISO 27001 certification does not extend to include the software or platform.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 07/05/2018
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: 8x8 has completed a CSA CAIQ self assessment, covering all aspects of our service. However, 8x8 does not have an official certification.
• PCI certification: Yes
• Who accredited the PCI DSS certification: A-Lign
• PCI DSS accreditation date: 2018
• What the PCI DSS doesn’t cover: Our customers' PCI environment is covered by 8x8's Attestation of Compliance (AOC), which includes the products we offer for PCI solutions along with our XCaaS series.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • FIMA/NIST
  • SOC2
  • HIPAA
  • IOS9001
  • ISO14001
  • UK CPNI
  • PCI-DSS SAQ D

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: FISMA/NIST; SOC2; HIPAA; ISO9001; ISO14001; UK CPNI; Cyber Essentials; PCI-DSS SAQ D
• Information security policies and processes: "8x8 adhered to a comprehensive set of policies, standards, and procedures that are in line with the NIST framework. The Chief Information Security Officer (CISO) and their team are responsible for establishing security policies and standards. The Product group, led by Chief Product Officer (CPO), is tasked with executing these policies, developing associated processes, and implementing necessary systems. This group oversees product, project, engineering, operations, and quality assurance teams.; ; On an annual basis, 8x8’s security team conducts a formal review of all security policies. Reviewers include members of the security team, subject matter experts, and executive staff from 8x8. The purpose of these reviews is to assess the accuracy and relevance of each security policy and to align on any necessary updates."

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: 8x8 implements a comprehensive Change Management process that evaluates the risk associated with proposed changes, plans for potential rollbacks, and communicates change schedules to both the service desk and customers to ensure smooth execution. All changes with potential risks undergo thorough review and approval by the relevant manager before implementation is considered.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The Vulnerability Management program at 8x8 is owned by the CISO and operated by a dedicated security team. Upon identifying vulnerabilities through internal channels, the 8x8 bounty program, or responsible disclosure, tickets are generated and prioritised according to their criticality. While the specific tools employed by third parties are undisclosed, internally, the team uses both Dynamic Application Security Testing (DAST) and Static Application Security Testing (SAST) tools for vulnerability assessment.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: 8x8 employs robust monitoring systems, used by the Security Information and Event Management (SIEM), Network Operations Centre (NOC), and engineering teams. This monitoring spans basic signals to low-level devices to detailed performance metrics and anonymised usage patterns from application logs. Intrusion Detection Systems (IDS) are deployed to detect any unusual activities indicating security issues.; ; Additionally, all logs and events are integrated into redundant service performance monitoring systems, ensuring the network’s health is continuously tracked. Any breaches triggering threshold breaches prompt NOC alerts. Customers affected by confirmed breaches are promptly notified, maintaining transparency and swift response protocols.
• 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: The 8x8 Security Information and Event Management (SIEM) team collaborates closely with our Network Operations Centre (NOC) to issue management alerts in the event of service-affecting incidents or security breaches. These alerts are transmitted through dedicated messaging channels to designated individuals worldwide and incorporate an audio conference bridge for immediate communication. Additionally, our support organisation employs a structured dissemination process for customer reporting, leveraging a web-based Support Portal for efficient and transparent communication.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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

  Wellbeing

  Wellbeing

  Our Social Value Policy is Available on request more information can be found on our website

Pricing

• Price: £4.00 to £135.00 a user
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 8x8 is able to undertake to provide a structured and controlled formal Proof of Concept (PoC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

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 sales@centralnetworks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.