Probrand Ltd

NFON Cloud Telephony Service

A cloud-based VoIP Telephony service via NFON 'Cloudya', fully scalable to up to 250,000 users across multiple sites and devices. Supporting deskphones as well as agile workers through mobile phone devices and laptop-based calling systems such as Skype for Business.

Features

  • Support for multiple devices- deskphone, mobile and 'softphone'
  • Service for multiple customer sites offering location independance
  • Authentication and access management
  • Time-controlled, rules-based call routing to Call Groups and Queues
  • Interactive Voice Response (IVR) routing
  • User voicemail with email notifications
  • CTI & CRM Integration
  • Managed conference calls with up to 50 participants per extension
  • Central phonebook with shared and private contacts
  • Secure voice encryption (SRTP/SIPS)

Benefits

  • Free internal calls between customer sites reduces customer costs
  • Optimum Reachability: route calls to all user-assigned devices
  • Incoming & Outgoing calls via mobile devices on the move
  • Easy plug-and-play installation with zero-touch provisioning
  • Simple customer-led administration and configuration via a central dashboard
  • Cloud Call Recording for training and compliance purposes
  • Call Reporting to assist customer analysis via a central dashboard
  • Collaboration and group tools to increase business efficiency
  • Supports a variety of manufacturer handsets
  • Skype and other softphone support reduces customer on-premise equipment costs

Pricing

£3.35 to £6.20 per user per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 8 9 6 5 8 0 1 9 6 7 8 8 8 6

Contact

Probrand Ltd

Paul Roman

0121 605 1000

paul.roman@probrand.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
This can be integrated with Skype for Business
Cloud deployment model
Public cloud
Service constraints
Planned maintenance arrangements generally occur out of standard business hours.

Support is currently limited to five handset manufacturers but can be extended to cover unprovisioned devices.

Mobile device Quality of Service depends on the hardware, operating system, browser and cellular network utilized by the user.
System requirements
  • Connection to the internet
  • Supported deskphone and/or mobile devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4 hours Monday-Friday
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
Additional Support can be paid for on a daily basis
Support available to third parties
No

Onboarding and offboarding

Getting started
All customers are provided with onsite engineering and onsite or webinar training. Each telephone is accompanied by a simple user guide. NFON will engage directly with the designated end users to ensure full understanding of the telephony system.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Customer will serve notice and the gaining provider will take over the telephone numbers. Customer can fully download all user data from admin portal and port out user telephone numbers.
End-of-contract process
The customers services can pass to a new provider or the customer can enter into a new contract.

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
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Administration portal can be accessed and used on any mobile web browser.

Fixed mobile client allows telephony features on the mobile phone.
Service interface
No
API
Yes
What users can and can't do using the API
Integration of Contact and CRM systems
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
The platform is scalable with sufficient capacity to support surges in traffic volume. Each user's calls use the same bandwidth of 100kbps regardless of the device making or receiving the call.

Analytics

Service usage metrics
Yes
Metrics types
NFON system provides administrator dashboard that can be used monitor end user activity through Cloudya service. Probrand can provide reports on invoicing upon request.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
NFON

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Customer's archived data is encrypted at rest using AES256 bit encryption. Each customer is assigned a unique encryption key generated though a FIPS 140-2 aligned crypto library which is stored securely in a centralized key management system and used to encrypt data written to storage or decrypt data read from the storage grid. The Customer's encryption key is further encrypted with a master key stored within a centralized and restricted key management system.
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
Through an NFON extract application.
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
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Available on request
Approach to resilience
Available on request
Outage reporting
Email Alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Portal is protected by username and password which end users and approved administrators will have access too.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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
BSI
ISO/IEC 27001 accreditation date
12/02/2013
What the ISO/IEC 27001 doesn’t cover
N/A
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
ISO 27001

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change requests can be submitted via Probrand and escalated through to NFON. Full process provided upon request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on request
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available on request
Incident management type
Supplier-defined controls
Incident management approach
Available on request

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£3.35 to £6.20 per user per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
NFON offer a free 30 day trial including one trial hardware or software device

Service documents

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