Ideal Networks Ltd

Cloud Collaboration

Ideal provide communications, collaboration and customer experience management platforms including:
• contact centre service: interactive voice response (IVR); automatic call distribution (ACD); skills-based queuing and routing of calls, emails, web chats, text
• text/video chat, groups, screen sharing, content management.
• phone, voicemail, and conferencing.

Features

  • Supervisor Function
  • Multichannel routing & Speech-enabled IVR
  • Web chat
  • Reporting & Analytics
  • Workforce Optimisation
  • Outbound Campaigns
  • Social Channel Management
  • Call flow and Agent Scripting
  • SIP and PSTN services
  • Back office call routing

Benefits

  • Provide anywhere access for users
  • Provide remote site survivability
  • Allows complete customer engagement (feature rich solution)
  • Ability to port existing numbers
  • Fast deployment
  • Unparallelled reliability and disaster recovery

Pricing

£30.00 per user per month

Service documents

G-Cloud 10

658544093215467

Ideal Networks Ltd

Mike Henson

01273 957500

bids@ideal.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints PSTN connectivity is via SIP (through either cloud based, or on customer premise, provided by customer or Ideal)
System requirements
  • Sip based end user voice and video
  • Cloud based call routing
  • Session Border controller (optional)
  • Customer provided LAN
  • Customer provided Internet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target incident response time is shown below, based on incident severity. The target response times are consistent across weekends (24/7)
P1 15 minutes
P2 30 minutes
P3 1 hour
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 No
Onsite support Yes, at extra cost
Support levels The service has the following support levels:
Ideal Service Desk: 24x7x365
Enhanced Voice Support 8:00am to 5:00pm
Web portal support 8:00am to 5:00pm
Voice support for Severity 1: 24x7x365

A technical account manager and cloud support engineer are provided with the service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Ideal provide a range of onboarding options for customers. We work with key user groups to design call flows and agree functionality is included. We validate all builds and include customer sign off.

We can offer a range of customer training options, including train the trainer, end use/key user training, administrator training, contact centre user and manager/supervisor training.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Microsoft Word
End-of-contract data extraction We can supply access to any customer data for the customer to extract on exit.
End-of-contract process Upon customer request, data will be deleted within 30 days of contract termination.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Back office telephony and IM are designed for use on mobile devices, Contact Centre Services are not.
Accessibility standards None or don’t know
Description of accessibility Our web pages are designed to ensure we:
- Give users enough time to read and use content.
- Do not use content that causes seizures.
- Help users navigate and find content.
- Make text readable and understandable.
- Make content appear and operate in predictable ways.
- Help users avoid and correct mistakes.
Accessibility testing User testing has consisted of logging and running full end to end tests of available services.
API No
Customisation available Yes
Description of customisation Call flows and scripts can be created to customers' specific requirements

Scaling

Scaling
Independence of resources Resilience is built into every layer of the solution. Where there are shared resources (e.g. network switches) these are logically provisioned to ensure availability of resources. All key metrics are monitored with capacity thresholds in place.

Analytics

Analytics
Service usage metrics Yes
Metrics types A full reporting option is available to the customer showing all key contact centre metrics in real time and historical format.

All call logging activity is also available in detailed Call Detail records for export to customer systems as required.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Cisco/microsoft

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Complies with a recognised standard (for example CSA CCM version 3.0)
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
  • Other
Other data at rest protection approach We encrypt call recordings by default.
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach The Customer also has the ability to acquire all the data they need to keep within 90 days of terminating their contract.
Data export formats Other
Data import formats Other

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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The Service has a target availability of 99.99%.

Support service is available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by the customer.
Approach to resilience Available on request
Outage reporting We report outages via our secure portal, email and we contact clients via telephone during any significant service disruption

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access controls based on the concept of least privilege to ensure only authorised users have access to Customer Data. User access is logged for audit purposes.

Individual user accounts are used to access the environment.

User accounts are requested and authorised by our Service Centre.
User accounts follow the concept of least privilege.

Session time-outs are systematically enforced.
User accounts are promptly disabled upon employee termination or role transfer.
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
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 No
Security governance approach Provider defined controls.
Information security policies and processes Ideal have implemented and will maintain an information security program that follows generally accepted system security principles embodied in the ISO 27001 standard designed to protect the Customer Data as appropriate to the nature and scope of the Services provided. Interactive’s Security & Compliance Team maintaining the information security program includes experienced professionals holding a wide range of certifications in both security and privacy. The information security program includes at least the following elements:
Security Awareness and Training
Policies and Procedures
Change Management
Patching
Data Storage and Backup
Vulnerability Scanning and Penetration Testing
Data Destruction
Anti-Virus and Anti-Malware Protection

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We utilise a change management process based on industry standards to ensure that all changes to the production environment are appropriately reviewed, tested, and approved.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We conduct internal vulnerability scanning on a regular basis with automated scans and notifications. The scan results are analyzed to confirm identified vulnerabilities, and remediation is scheduled within a timeframe commensurate with the relative risk.
On at least an annual basis, we conduct a vulnerability assessment and penetration testing engagement with an independent qualified vendor. Issues identified during the engagement are appropriately addressed within a reasonable time frame commensurate with the identified risk level of the issue. A cleansed version of the executive summary test results shall be made available to you upon written request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We maintain a Security Incident response program based on industry standards designed to identify and respond to suspected and actual Security Incidents involving Customer Data.
Notifications
In the event of a confirmed Security Incident we will notify you within seventy-two (72) hours unless we are specifically requested by law enforcement or a court order not to do so.
Notification:
We will provide the following details: (i) date of the Security Incident ; (ii) the nature and impact of the Security Incident; (iii) actions already taken ; (iv) corrective measures to be taken; and (v) evaluation of alternatives and next steps.
Incident management type Supplier-defined controls
Incident management approach Ideal have a pre-defined support process with published contact methods, target response and resolution times.
Ongoing status of incidents is provided via a portal or telephone for priority 1 incidents.

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 £30.00 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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