Everything Voice Ltd

Everything Voice Call Manager

One of the only cloud based Call Reporting and Call Analytics packages designed to provide Call Reporting and Call Analytics on most business telephone systems, irrespective of the age or manufacturer. Historic Reports and live wallboard information concerning Call performance and expenditure at the organisation is accessed via the web

Features

  • Real Time Call Reporting
  • Prebuilt Reports
  • Works with most business telephone systems irrespective of age/manufacturer
  • Accessible via a web interface
  • One off setup of £350 per system
  • No dedicated server, support or call Reporting software required
  • Small monthly fee of £79 per 100 extensions being monitored

Benefits

  • Quickly see how telephone calls are being handled
  • Identify missed telephone calls
  • Monitor the performance of outbound calling teams
  • Identify areas of overspend on telephone lines
  • Monitor how quickly inbound calls are being answered
  • No Server, Software , integration or ongoing Support costs

Pricing

£29 per instance per month

Service documents

G-Cloud 10

185060197655604

Everything Voice Ltd

Neil Hutchinson

03300553570

neil.hutchinson@everythingvoice.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Our service works with most business telephone systems irrespective of the telephone system age or manufacturer. Although the organisations system will need to checked with Everything Voice before order. If the service cannot be supplied at this stage then no charge will be made.
System requirements
  • Reliable Internet connection
  • Business Telephone system able to output call data

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is available Monday to Friday between 09:00 and 17:00 although the online ticketing portal is available for tickets to be raised 24 hours a day. Response times depend on the nature of the fault but typically within 60 minutes. Out of hours tickets will be processed the next working day. We would recommend major outages are reported by telephone for faster response.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Support Monday to Friday 09:00 to 17:00 is included with the subscription. Out of hours support could be provided and cost would be dependant on number of monitored extensions, hours of cover required.

Support is carried out by a manufacturer trained engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide remote/online training, provide help guides and also provide a "Getting Started" video which explains how to access the features of the service
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All existing raw data captured from the Users' communications system is stored within a back up folder. At the end of a contract, this information will be stored for a period of 30 days during which, a copy of this raw data can be requested. The content will be compressed and made available to download by way of a secure link with a set expiry date. After the 30 day period, the back up folder will be removed from the server.

Alternatively, for a period of 14 days, a User can use the service to create a report incorporating all of their call data and save the results in a variety of ways. From the end of the contract, no new call data will be collected from the Users communication system.
End-of-contract process At the end of the contract, no new call data will be collected from the Users communication system. Everything Voice will refuse the data connection. It is the responsibility of the User to make changes to their systems to avoid attempting to send data to the Call Management Service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards None or don’t know
Description of accessibility As the system is browser based, accessibility tools within the users' browser can assist in using the service. Elements such as enlarged fonts, TTS (text to speech) can be used. The interface features tool tip pop ups to explain functions and each section has contextual help to explain features to a user.
Accessibility testing N/A
API No
Customisation available Yes
Description of customisation Reports and Wallboards can be customised to meet the requirements of the organistion.

Scaling

Scaling
Independence of resources The host services are operated on virtual systems that allow increase or decrease of processing resources in line with system loads.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Triline's TIM Enterprise Analytics software

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

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 once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach N/A
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 importing and exporting
Data export approach Their data can be exported within their web access
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • EXCEL
  • XML
  • Web
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks The connection is encrypted with TLS_RSA_WITH_AES_128_CBC_SHA, 128bit keys and TLS 1.0
Data protection within supplier network
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network TLS_RSA_WITH_AES_128_CBC_SHA, 128 bit keys, TLS 1.0

Availability and resilience

Availability and resilience
Guaranteed availability The Call Management Services falls under our standard 6 hour SLA.
Approach to resilience Details available upon request
Outage reporting Email alerts to the technical management team
Outage reports will be provided on the Everything Voice website under the Support/Service Status section

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Technical support teams and administrators are able to access information regarding all users of the service. Unique login details per user are allocated rather than a shared "administrator" login.

Users of the service are only able to access details for their organisation.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information No audit information available
Access to supplier activity audit information No audit information available
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS
ISO/IEC 27001 accreditation date 07/12/2016
What the ISO/IEC 27001 doesn’t cover -
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Disclosure upon request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change requests and subsequent changes are logged against client information on the in-house CMS. Change requests are allocated to a technician who will then perform the changes and update the CMS. The client can track the progress of any requests by accessing the Customer Portal. Details of any updates will also be emailed to the client.

No changes to the directory details of Call Management Service are service affecting and are changes to names/departments only.
Vulnerability management type Undisclosed
Vulnerability management approach Threat assessment and patching is completed by the developer of the software. When a potential threat is is discovered, the development team issue details of the threat, what is required to protect the software and request access to the platform to patch the software.

Information about vulnerabilities is obtained direct for the development team.
Protective monitoring type Undisclosed
Protective monitoring approach Details available upon request
Incident management type Undisclosed
Incident management approach Details provided upon request

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £29 per instance per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Customers have the option to access all of the facilities of the service via https://callmanager.everythingvoice.co.uk and run reports. This does not include any of their own data but does include sample data provided by Everything Voice
Link to free trial https://everythingvoice.co.uk/campaign/tech-demo-call-logging-management-software/

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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