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

G-Cloud 11

592884366004259

Foehn

Julian Barrow

02089407513

julian.barrow@foehn.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 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

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

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

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.
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

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

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

Resellers
Supplier type Not a reseller

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
  • 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 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-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

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

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

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

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

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

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

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

Public sector networks
Connection to public sector networks No

Pricing

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

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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