Foehn

VoxivoCX - cloud contact centre

VoxivoCX is a cloud Contact Centre platform, providing a fully feature voice only contact centre platform optimised for supervisors, agents and customers including browser based agent portal, supervisor tools, performance reporting, wallboards and integrations capability. VoxivoCX comes with a full suite of telecommunication, implementation and support services from Foehn.

Features

  • Visual ACD dial plan editor with drag and drop configuration
  • Multi-layered skills based routing and automatic call distribution
  • Real time dashboards and analytics
  • Initiative Supervisor Portal
  • Historical reports with configurable metrics and data sources
  • Monitor, whisper and barge functionality for supervisors
  • Interactive voice response (IVR)
  • Queue Management for customer experience
  • Intuitive agent panel
  • Call management features, call forwarding, hunt groups and transfers

Benefits

  • Quickly and simply configure call flows saving time and money
  • Improve first call resolution, deliver calls to the right agents
  • Visibility of critical contact centre metrics in real time
  • Supervisor control over agent performance and coaching
  • Provide an in-depth view of your contact centre performance
  • Support, manage and train agents during live calls
  • Streamline a customers journey through the inbound call flow
  • Adjust parameters such as announcements, hold time, announcing queue positions
  • Agents can work on interactions, various skills and queues
  • Assign the right call flow strategy for your needs

Pricing

£22.40 per user per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 9 2 8 8 4 3 6 6 0 0 4 2 5 9

Contact

Foehn

Julian Barrow

02089407513

julian.barrow@foehn.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
VoxivoCX can be used as a standalone cloud contact centre solution or in conjunction with Voxivo, the cloud phone system and UC platform as well as in conjunction with PureCloud from Genesys or the Zendesk portfolio.
Cloud deployment model
Public cloud
Service constraints
VoxivoCX stores call recordings in AWS Dublin however there is an API available to download and store call recordings elsewhere at the buyers behest.
System requirements
  • VoxivoCX requires a suitable internet connection at the buyers site
  • CRM Integration requires Windows 10
  • A LAN environment capable of prioritising voice will be advantageous

User support

Email or online ticketing support
Email or online ticketing
Support response times
Foehn have a 1 hour acknowledgement SLA on all email and online support tickets during normal business hours (8:30 to 18:00 Monday to Friday - excluding English public holidays) and an SLA of next business day + 1 hour outside normal business hours. Depending on the priority of the request, an SLA resolve time of 1 hour to 12 hours is in place. All tickets are logged and tracked through Foehn’s Zendesk ticketing platform.
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
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Foehn have no special accessibility features in place for webchat. The webchat on www.foehn.co.uk doesn’t block any accessibility extensions that a user might have in place.
Web chat accessibility testing
Foehn have not carried out any testing. Foehn simply use the functionality of our third party supplier, Zendesk.
Onsite support
Onsite support
Support levels
Foehn provide inclusive support for VoxivoCX through the Service Desk team who are responsible for Proactive Monitoring, Incident Management and Change Management. Service levels are defined by the Priority level of the incident. A P1 incident is defined as affecting all users. A P2 incident is defined as affecting a group of users and a P3 is defined as an incident affecting one or a few users. Service levels are also governed by whether the incident occurs during the standard working day (8:30 to 18:00 Monday to Friday - excluding English public holidays). We aim to acknowledge a ticket within one hour of receiving it. After acknowledgement, a ticket is assigned to an engineer who then has a resolve target time. The vast majority of support tickets are resolved remotely. However, if an onsite visit is required to resolve an incident which cannot be resolved by Foehn engineers remotely, the visit is free of charge. If a site visit is requested by a buyer where not deemed necessary by Foehn, a call charge of £90 per hour is levied. Foehn provide a Service Delivery Manager and an Account Manager to all Voxivo customers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
When a new user is set up in VoxivoCX they are sent a Welcome email with details of how to access their browser based user portal including a unique username (email) and password. There is a guided help tour for all users when they first access the platform and this can be accessed at any time when you are within the VoxivoCX portal. To support the guided help tour, all users have access to help guides, knowledge bases and how-to videos. Where additional training is requested by a buyer, Foehn deliver a series of training courses from end user training, administration training and train the trainer.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video format through our YouTube channel
End-of-contract data extraction
Foehn provide both a data export from the browser, or APIs are available for users to extract their data. Recordings will be available for a period at the end of the contract period to allow users time to retrieve.
End-of-contract process
The buyer is responsible for moving away from Foehn and VoxivoCX including all costs associated with sourcing a new provider and any porting charges if they are moving their telephone numbers from Foehn to a new provider. The buyer is also responsible for migrating any data they require from VoxivoCX and must assume cost liability for this.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • 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
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Both the mobile client and desktop client (either browser based or download version) allow users to take full advantage of the voice, video, UC and collaboration suite of tools within Voxivo (if these are being used ion a VoxivoCX solution). In terms of functionality there is no difference between the two services.
Service interface
Yes
Description of service interface
VoxivoCX is accessed through a web browser (https://cx.voxivo.com) and depending on your access credentials (username and password) will determine whether you have access to the administration/supervisor portal or an agent/user portal. The supervisor portal is where a supervisor can manage all their agents, skills and reports. The agent portal is where an agent can access their individual settings and work within queues taking and responding to interactions.
Accessibility standards
None or don’t know
Description of accessibility
VoxivoCX is supported at all stages with text descriptions and all help guides are either in the form of text or video with audio.
Accessibility testing
No testing has been completed.
API
Yes
What users can and can't do using the API
The API interface can be used to perform most functions, both administrative, maintenance, and user focused.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users with the appropriate access credentials are able to fully create and manage their own dialplans, purchase DDI numbers, provision extensions, manage users, twin with mobile devices, configure huntgroups, ACD queues, wrap up codes, skills, time schedules, forwarding amongst other features. VoxivoCX is designed to be configured and customised by the users.

Scaling

Independence of resources
VoxivoCX is built to automatically scale to demand and uses an automated application deployment, scaling, and management system designed for this purpose. OSS systems constantly monitor the usage and capacity of the platform.

Analytics

Service usage metrics
Yes
Metrics types
CDR, Dashboards, Exported Reports, Custom Reports
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

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
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Foehn provide both a data export from the browser, or APIs are available for users to extract their data.
Data export formats
  • CSV
  • Other
Other data export formats
  • .mp3
  • JSON (API)
Data import formats
  • CSV
  • Other
Other data import formats
JSON (API)

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
VoxivoCX is designed with a resilient architecture and therefore Foehn will use commercially reasonable best efforts to provide 100% uptime with the exception of occasional planned maintenance windows, unavailability caused by circumstances beyond our reasonable control, misconfiguration by the end user. SLA credit arrangements for availability are available upon request during contract negotiation.
Approach to resilience
VoxivoCX is hosted in an active / active configuration across two geographically separated UK data centres. The network connections at both data centres Foehn utilise two different network carriers and servers are hosted on virtual infrastructure to provide hardware level redundancy. This allows for VoxivoCX to continue to function in the event of a site, network or hardware failure. Foehn monitor all aspects of the service to enable Foehn to be able to proactively respond to any failures that compromise that may compromise the resiliency.
Outage reporting
A status page is available for VoxivoCX customers to view the current status of the platform. In the event of an outage a service incident will be posted onto the status page and the customer will receive an email or SMS alert to any recipients that have subscribed to the status page. Foehn will provide regular updates on the service incident on the status page.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access to functionality is granted based on user privilege
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication
Management access authentication

Audit information for users

Access to user activity audit information
Users have access to real-time 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 Group
ISO/IEC 27001 accreditation date
9/2/2018
What the ISO/IEC 27001 doesn’t cover
The Scope of Foehn’s Information Security Management System covers all Foehn’s people, processes and technical systems supporting the provision of telecommunications and IT services, hosted and on premise telephony and cloud contact centre solutions.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Aeriandi (accredited by Clive Boonzaaier, QSA)
PCI DSS accreditation date
7/9/2018
What the PCI DSS doesn’t cover
Credit card payments that are not made via the telephone are not covered by Foehn's PCI services.
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
Information security policies and processes
ISO 27001 : Regular monthly management review, bi-annual external audit, annual compliance review.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration and change management are managed by the policies defined within our ISO 27001 accreditation. Change requests are logged and tracked in our operational jira system and each is subject to a risk and security impact assessment which determine the level of approval needed. The lifecycle of the change is tracked through the jira system. Changes are implemented in a dedicated staging environment before being deployed to the live environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Foehn subscribe to a number of external services to obtain information about potential threats; Industry bodies (ITSPA, Ofcom), Security forums (CNR by CiSP/NCSC), and Penetration testing (External, Network, Website). Potential new threats are logged as Incidents and an assessment of the threat is immediately performed based on a Risk Assessment Methodology and Operational IT Security defined within our ISO27001. High/Critical patches will be applied immediately. Patches to the system to remediate threats are subject to the change management process.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Foehn employ systems to identify and automatically block attempted compromises and unauthorised access , and to provide systems for audit logging. These include IDS, Two-Factor authentication, and Firewall Policy. When a compromise or attack is detected it alerts IT operational staff and either automated action or immediate manual intervention is taken to block the occurrence. Incidents are managed in accordance with the Incident Management Procedure.
Incident management type
Supplier-defined controls
Incident management approach
Foehn's incident management process is defined as part of the ISO27001, which identifies procedures for reporting and handling incidents. Foehn operate a helpdesk for customer interaction regarding problems and incidents, and an operationalised ISMS system implemented in jira.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£22.40 per user per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Foehn provide free set up and free user subscriptions (for up to 10 users). The buyer must pay for any call charges generated using VoxivoCX during the trial period which has a maximum of 30 days.

Service documents

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