Daisy Corporate Services Trading Limited

Cloud Voice, Contact Centre and Collaboration

The Cloud Voice, Contact Centre and Collaboration service is available at either ISO 27001 or Official security levels. Provides a secure high availability IP communication service from any location with a suitable data connection. Ideal transition from legacy Unify, Siemens, HiPath, Hicom and DX PBX and Contact Centres

Features

  • Enterprise Telephony, Contact Centre and Collaboration feature set.
  • Comprehensive Operator services to manage incoming calls.
  • One Number Service, with presence management, and web collaboration.
  • Mobile client with support for IOS and Android clients.
  • Full Multimedia skills-based routing with inbound / outbound call blending.
  • Voice, email, SMS, web-collaboration, call back and social media.
  • Chatbots, Workforce management, quality monitoring, call recording.
  • Management reporting and statistics, including outbound campaign management.
  • Subscription-based service.
  • UK based ISO 27001 or OFFICIAL service.

Benefits

  • Accelerates communications, processes and decision-making.
  • Enables first contact resolution across all organisation contact points
  • Harnesses Artificial Intelligence to improve customer service and reduce costs.
  • Enables access to corporate communications from any location or device.
  • Management tools drive efficiency and customer service target adherence.
  • Service can flex up and down to meet business requirements.
  • Rapid deployment compared to on-premise solutions.
  • Reduced Operating Expenses with no large capital outlay.
  • Dependable service delivering high availability with built-in security.
  • Sustainable service delivering both reduced power consumption and equipment footprint

Pricing

£0.62 to £70 a unit a month

Service documents

Framework

G-Cloud 12

Service ID

4 1 9 2 6 6 4 4 0 9 2 1 1 1 1

Contact

Daisy Corporate Services Trading Limited Andy Riley
Telephone: 07540 203 303
Email: publictenders@daisygroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Community cloud
Service constraints
No
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
First level support Priority 1 & 2 incidents = 24/7, within 0.5 hours
Priority 3 & 4 incidents = 0900-1700 Monday to Friday excluding Bank Holidays, within 2 hours
User can manage status and priority of support tickets
No
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
Priority 1 Voice: Total loss of the Voice service
Priority 2 Voice: Loss of Voice service to Multiple Users
Contact Centre: Loss of Contact Centre Service e.g. Loss of IVR service, loss of management tools
Collaboration: Loss of mobile client service
Priority 3 Voice: Loss of a single user
Contact Centre: Loss of wallboards service
Collaboration: Loss of a single UC client
Priority 4 Non-functional error
Support available to third parties
No

Onboarding and offboarding

Getting started
The Customer shall submit their order via the G-Cloud portal or e-mail their order to the defined contact.
Implementation activities shall include:
• Assignment of a project office representative to remotely manage your deployment. Any on-site project management presence is chargeable.
• Validation of the technical solution with a <Partner> solution architect and further consultation with the customer if required.
• Co-ordination of data capture via a Customer Data Collection (CDC) form and data validation activities which may include WAN/LAN compliancy, user profile information, number porting (where applicable) and any bespoke security requirements
• Production of a project plan with target dates for key milestones including “go-live” of the deployment (or discreet phases of the deployment, if required) and user training (including floor walking and early life support)
• Liaison with the Customer throughout deployment period
• The Customer is required to provide all relevant and requested The Customer may add additional services or additional users during the contract period by following the procedure set out above.
Online training and user documentation is included in the subscriptions. Chargeable services include onsite training, train the trainer and floor walking.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • MS Word
  • MS Excel
  • MS Powerpoint
  • MS Project
End-of-contract data extraction
Provide user configurations in CSV format
End-of-contract process
At the end of the initial contract period the terms and conditions that are applicable to the contract and any amendments agreed therein specific to the relevant service provision would apply, however the supplier would provide additional support required beyond the contract term in line with the agreed prices/ rate card in place at that time, for the specific activity in question.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
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
We provide a Mobile Client and Supervisor applications, which are available as standard for iOS and Android devices.
The mobile client delivers key functionality similar to a desktop client.
The Mobile Supervisor allows call centre managers to display summary and detailed real-time statistics of agent and queue performance. If the call centre is under-performing managers are able to make changes to agent skills profiles ‘on the fly’ in order to boost performance.
If the service is delivered on an official platform the mobile clients’ need to run over a mobile service providers APN.
Service interface
Yes
Description of service interface
Via handset interface or via Agent/ Manager applications.
Accessibility standards
None or don’t know
Description of accessibility
The agent and manager desktop applications are compatible with the JAWS software recommended by RNIB.
Accessibility testing
None
API
No
Customisation available
No

Scaling

Independence of resources
The service is designed as shared service and delivers the same service levels for all users at all times independent of load share

Analytics

Service usage metrics
Yes
Metrics types
Standard reports are:
Incidents
MACs
Incident Ticket Status (Open Tickets)
Tickets Closed
Reporting types
Regular reports

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Atos IT Services UK Limited

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Unify will provide user configuration data
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
Other
Other protection within supplier network
Username and strong password/passphrase enforcement

Availability and resilience

Guaranteed availability
The Voice and Contact Centre service has a target availability of 99.99%.
Collaboration has a targeted availability of 99.9%.
Service credits are negotiated on an individual contractual basis.
Approach to resilience
The service is physically hosted in geo-separated UK data centres (“DC”) and implements separate 3rd party network connectivity services in each location (that is, PSTN, Internet Service and Customer WAN Landing zones). The architecture also incorporates resilient DC interconnection, which supports re-routing of connectivity services between primary and secondary locations in the event of a disaster or connectivity service failure in either location.
Outage reporting
The system is proactively monitored 24/7 by the Unify network operations centre. Priority 1 and 2 faults will be typically fixed remotely by the NOC.

Identity and authentication

User authentication needed
Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Username/password
Access restriction testing frequency
At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)

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
At least 12 months
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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
DNV-GL
ISO/IEC 27001 accreditation date
30/09/2015
What the ISO/IEC 27001 doesn’t cover
We are in accordance with the statement of applicability version 8 ISO27001:2013
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
Unify is accredited to ISO 27001 which covers all necessary policies and processes

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
Conforms to ITIL-V3. Configuration and change management is managed through a changed control board.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We are pen tested by an independent body at least once a year, patching is deployed as follows:
Critical and security patches are deployed within 1 week
Vendor notification actions are reviewed and deployed within 1 week
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Will be provided on request
Incident management type
Supplier-defined controls
Incident management approach
Knowledge based articles and FAQ's are created for support teams for common incidents. This ensures incidents are dealt with as quickly and as efficently as possible. Incidents can be logged via the Portal, email and telephone. Incident reports are generated by Service Management Team. Customer will have access to incidents via a user portal which will show resolution. Our portal also provides a standard set of reports which customers can use to look at incidents raised.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£0.62 to £70 a unit a month
Discount for educational organisations
No
Free trial available
No

Service documents