West UC Limited

West VoiceMaxx CE

VoiceMaxx CE is a hosted voice platform based on Cisco HCS. Customers can leverage their existing telephony alongside or replace it outright with this cloud-based solution that includes integrations into Microsoft, Cisco and contact centre technologies.

Features

  • Unified Communication Platform
  • Geo-redundant data centres
  • Works with hosted MPLS options
  • Integrates with Cisco Spark for Voice (Cisco Spark Flex)
  • Full Dashboard Reporting for Administrators to view
  • Contact Centre Functionality Built-In
  • Works across multiple devices
  • VoiceMaxx CE includes Cisco Hosted Collaboration Solution

Benefits

  • Complete Unified Communications Solution without the Investment
  • Rapid Scalability
  • Single platform for Voice, Voicemail, Conferencing and IM/P
  • 24/7/365 Customer Support
  • Unlimited Calling Capacity - Inbound and Outbound
  • No Capacity Constraints
  • Competitive dialing rates
  • Unlimited Moves, Adds, Changes and Deletions (MACD)

Pricing

£16.50 per person per month

Service documents

G-Cloud 11

274802182590061

West UC Limited

West UC and Collaboration Team

02031947102

sjones2@west.com

Service scope

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 VoiceMaxx CE can be deployed in a hybrid manner alongside your existing PBX, allowing you to continue leveraging your existing assets.

Can also be deployed as part of a Cisco Spark Flex solution.
Cloud deployment model Private cloud
Service constraints Service is provided on a named user basis with DDI access provided in UK and other select countries only.

Planned maintenance will be communicated in advance, as required.

User Endpoints have to be Cisco based hardware.
System requirements
  • Reliable network service in place
  • Feature availability will vary by client
  • Geographical limitations outside UK may apply
  • Each user requires a named host licence
  • Windows / Mac clients require relevant OS licence

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Tickets are assigned severity level and response times will vary depending upon these; response times remain the same at weekends. Customers can contact West via Supplier Portal or Phone; We aim to respond to a P1 issue within ½ an hour. We aim to respond to a P2 issue within 1 business hour. We aim to respond to a P3 issue within 24 business hours. We aim to respond to a P4 issue within 2 business days.
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 No
Support levels West support VoiceMaxx CE with Cisco-certified staff 24/7/365. Every customer has a designated solution manager who acts as the single point of contact for queries or escalations of Technical and Commercial nature.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started During implementation, project management support will work with the customer to define the appropriate training and adoption materials required to onboard each end-user quickly and effectively.

Training is delivered in English. Virtual and pre-recorded training is available. Further support for end users is available via the MaxxPoint portal (user guides and videos) and supporting 24/7 Network Operations Center (NOC).
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Customer would request data extraction (company and end-user data, for example) during the offboarding process. This would be accomplished via your designated West Solution Manager.
End-of-contract process Off-Boarding is simply a case of the customer reaching the end of the agreed contract period, followed by both parties jointly agreeing the retirement schedule of their service and associated data. This process is designed to be as quick and seamless as possible, providing the customer with full control of their data.

Data on users, service usage and other service metrics can be requested from your West Solution Manager.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Cisco Jabber software works on multiple platforms including Andoid and iOS devices. Features and functions are broadly identical across desktop and mobile.

Key differences relate to the network connectivity between customer and the service.
API No
Customisation available Yes
Description of customisation VoiceMaxx CE can be customised in the folowing manner;

- Service branding at company level including welcome messages, menus, auto attendants, IVR, etc
- Specific features at user level i.e. single number ringing, call forwarding, hunt groups, ringtones, etc

Customisation is based upon role-based access, defined by the customer.

Scaling

Scaling
Independence of resources Each instance is dedicated to each customer; capacity is purchased based on stated user count.

Analytics

Analytics
Service usage metrics Yes
Metrics types MaxxPoint provides end users with usage data and administrator data can be sourced for the entire company.

i.e. Billing Reports, Usage Reports, Location-based reports
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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 once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
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 End users can run a range of standard reports via the MaxxPoint portal. Reporting availability is based on each end users stated role (Role Based Access).

Administrators have access to company-wide data. In addition reports can be set by users for automatic generation and emailed in their preferred format.

Please note for data import this needs to be sent manually via the West NOC.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
  • TXT
Data import formats CSV

Data-in-transit protection

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)
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Voice SLA target is 99.999%
Approach to resilience Our VoiceMaxx CE platform is designed for redundancy and this is demonstrated through the fact that redundancy is inherent and built in to the service at multiple levels:
• Within the node on application and VM level
• At network access
• Across the nodes
• Across the global nodes

All West solutions are designed and implemented on fully redundant hardware. The redundancy capabilities extend to our core network infrastructure and connectivity with customer locations.
Outage reporting The West NOC will contact the customer's primary contact to inform them of the outage via phone and email. After initial contact, based on severity of outage, regular updates will be sent from the Solution Management team.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication Single Sign On via customer defined access control
Access restrictions in management interfaces and support channels Role based access for all customer staff, defined by customer or via Active Directory integration.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
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 No
Security governance approach Objectives: - Protecting confidentiality, integrity, and availability of data and information systems - Preventing illicit use of data and information systems - Ensuring effectiveness of security controls - Recognizing Information Security risks. - Development, review, and maintenance of minimum security controls - Acquaint employees, subcontractors, with ways to protect information resources and responsibilities Policies, standards, procedures apply to all data, information systems, activities, and assets owned, leased, controlled or used by West or business partners. These apply to all employees, contractors, sub-contractors, and respective facilities supporting West business operations, wherever West data is stored or processed, including any third-party.
Information security policies and processes The West Information Security Policy Manual is aligned with ISO 27002:2013 and includes controls and objectives. A separate Risk Management Framework has been implemented to document and calculate risk. We ensure policy is followed through onboarding training, annual reminders and constant communication by the security management team.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach West have a documented change management process. This tracks change requests from point of origination through risk analysis and mitigation through to change planning, implementation and testing. West’s Change Control process is built on a single, integrated system which is used by all IT support groups and business units. All approvals are permanently tracked in the system and include the name of the approver, the date/time, and what business unit. Risk Surveys are used to assess risk and levels of approvals necessary. Risk survey questions are driven by the Change Category and will vary based on the type of work.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Cisco and Microsoft announce Security Advisories and Alerts regularly to all vendors including West. In addition West have in-house Information Security staff who monitor our platforms for vulnerabilities, unusual usage patterns and more.

Patch deployment is deployed via our standard or emergency change management processes depending on severity of threat.
Protective monitoring type Supplier-defined controls
Protective monitoring approach As stated previously, we actively monitor our platforms 24/7/365 via a dedicated Network Operations Center which is manned by Cisco-certified staff. The platform is monitored for unusual usage patterns, threats, compromises, etc.

Any threats or unusual usage is flagged and if required patches or changes are raised via the aforementioned change management process.
Incident management type Supplier-defined controls
Incident management approach Incident management from end users is controlled via Phone or MaxxPoint portal. End users can contact West with any incident as our NOC is manned 24/7/365 with Cisco-certified staff.

Incidents are assigned a severity level and prioritised for action. Customers are informed regularly via email and phone for status updates including ticket closure.

Severity 1 incidents are managed by a dedicated Incident Manager and Incident Engineer who own the resolution process from start to finish.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £16.50 per person per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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