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

G-Cloud 11

489658019678886

Probrand Ltd

Paul Roman

0121 605 1000

paul.roman@probrand.co.uk

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 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

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

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

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.
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

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

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

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

Staff security

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

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 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 importing and exporting
Data export approach Through an NFON extract application.
Data export formats CSV
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
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

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

Identity and authentication

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

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

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

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

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

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 £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

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