Bechtle direct Ltd.

NFON Enterprise Cloud Telephony

A cloud telephone system specifically tailored to fit your business needs with scalability up to 250 thousand users. Free internal calls and you can work anywhere and make and take calls on your mobile or PC Softphone / Skype for business. No investment in on-premise expensive equipment and maintenance contracts.

Features

  • 150 Enterprise Feature Cloud PBX
  • Web management and administration
  • Multi-device support - Deskphone, Mobile, Softphone & Skype
  • Collaboration & Desktop Sharing
  • Auto attendant, IVR & Queues, Call Centre analytics
  • Hot-desking, Voicemail to email, Call filtering & Do Not Disturb
  • Conferencing with 50 participants for each extension
  • Free calls between sites
  • Secure communications with encryption (SRTP/SIPS)
  • Click-to-dial desktop integration with CRM packages

Benefits

  • Rolling 30 day contract offers flexibility and scalability
  • Scale form 2 to 250,000 users
  • Make and take calls on multiple devices anytime anywhere
  • Improve business productivity with Collaboration tools
  • Free calls between sites reducing your business costs
  • Skype for Business into a feature-rich phone system
  • Multiple deskphone manufacturers pre-provisioned so plug & play
  • Free lifetime updates so no more rip and replace
  • Manage all your offices telecoms from a single administration portal
  • No Investment in on-premise equipment and maintenance contracts

Pricing

£4.00 per licence per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

719096016255158

Bechtle direct Ltd.

Ajay Arithoppah

01249 467944

ajay.arithoppah@bechtle.com

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 We fully Integrate with Microsoft Skype for Business to enable SFB to have full 160 Nfon enterprise cloud telephony features.
Cloud deployment model Public cloud
Service constraints Nfon can has 5 handset vendors which are Yealinki, Panasoinic,Snom,Aastra & Polycom.

All SIP devices that re not on this list can be added as an unprovisioned SIP device
System requirements
  • 30 Day Rolling Contract
  • 160 Enterprise Telephony Features
  • Scalable from 2 to 250,000 users
  • Multi Licence Options
  • Skype for Bsuiness Integration at server level
  • Enterprise Multi Media Contact Centre
  • Enterprise PCI / Encrypted Call Recording
  • UC Web & Audio Collaberation
  • Enterprise Fixed Mobile Client
  • Enterprise Softphone

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The response time will be 1 hour to acknowledge ticket has been raised.

The ticket will then be assessed and response time will be between 1hour to 9 hours dependant on the ticket priority.

Customer will be updated every hour on time resolution.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Providing a Full SLA our services provide a tired system to provide this. Rate from P1 -5, standard service request and non standard request.

each is monitored and manged via KPI to ensure our SLA are achieved to provide 99.99% service
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Customer would purchase desired Nfon service through an NFON registered partner. Nfon will create customer account and then partner will work with end user to understand telephony system and user build. once system created and tested , system can be deployed at end user site. all hardware is pre-provisioned so plug and play. full webinar , on-site or train the trainer can be provided. system can ne maintained by customer or by partner.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Customer can fully download all user data from admin portal and port numbers out of the platform via BT.
End-of-contract process Nfon Business Licence will give you a 150 plus enterprise cloud telephony PBX. FREE STANDARD FEATURES WITH ALL LICENSES:
1 DDI, Standard Call Control (hold, transfer, etc), Call forwarding, Filtering & DND, Web management, 50-Party Conference Bridge per extension, Voicemail (to email), Call Encryption, Hot Desking, Auto Attendant/IVR, Hunt Groups, Call Queueing), Available across multiple countries. This is a single device licence which will allow the user to use one of the following:- Desk phone , Mobile Client, Softphone

Other phone features are available on a 30 day rolling contract these features include SFB integration , Call Recording, CRM Integration, Multi Media Contact Centre. TPS ( Telephone Preference Service) Integration. Web Meeting Room and Desktop Colaberation.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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.
Accessibility standards None or don’t know
Description of accessibility Don't Know
Accessibility testing Don't Know
API Yes
What users can and can't do using the API We have API connectivity for CRM and ERP integration
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Each user has one on one connectivity so all calls use the same bandwith of 100kbps so all users can make and take calls.

No separate SIP connectivity is required for the NFON service, we make sure that Broadband connectivity and QOS are sufficient to provide a quality service for all system users.

Analytics

Analytics
Service usage metrics Yes
Metrics types Queuemetrics allows users to create live real time reports on individual and teams.

This data can also be displayed on live wallboards.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Nfon Cloud Telephony

Staff security

Staff security
Staff security clearance Staff screening not performed
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 European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Through and 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 The NFON Cloud Telephone System is a “Self Service” product, i.e. the end-user customer is solely responsible for configuring the system. NFON will only configure the end-user customer’s outside lines and install devices ordered from NFON (only NFON certified devices).
The end-user customer may order billable professional services for extensions or the system, as well as pure consulting time, please refer to datasheets for details.
NFON assumes support for services and components provided by NFON, with respect to establishing and reestablishing the functionality documented in this service description. The warranty for purchased devices or software is limited to a period of 12 months from the time of purchase.
If whilst processing a support request it transpires the malfunction encountered was not caused by NFON, NFON reserves the right to bill the expenditures incurred.
The end-user customer is provided with extensive help sources to resolve questions about using or configuring NFON products. These include online help, manuals, training videos and FAQ (frequently asked questions). Technical support and help with system setup as well as adjusting the configuration can be requested separately from the end-user customer’s
Approach to resilience Available On Request
Outage reporting Email Alerts & Public Dashboard

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels All portal are protected by username and password which only admin level personal will have access too.
Access restriction testing frequency At least every 6 months
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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Providing service which are PCI DSS compliant, offer encrypted voices service. In addition to this we are able to provide SRTP encryption providing a higher level of security.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change management is implemented through the Zendesk ticketing system.

The ICT team will have the ability to manage the majority of change requests demanded by the business. This ability will be provided through Train-the-Trainer knowledge transfer training sessions delivered during the onboarding process.

Any requests out of the scope of the ICT team, can be raised to NFON using the same process for incident reports but flagged as a change request and not an issue.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Same way as the incident management process: A weekly internal review of all incidents is held to include all product groups. Whereby common factors and behaviors are identified, which may be causing incidents, analysis is conducted on the information provided, and where possible, the incidents are replicated internally on our test environment.

Capture traces are run to identify the problem, of which the results are then passed to product experts from Project Management, Research and Development as well 3rd Level Support who are engaged to identify the problem and proceed with a plan to resolve and deploy a fix.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Same as the Incident management process Whereby common factors and behaviors are identified, which may be causing incidents, analysis is conducted on the information provided, and where possible, the incidents are replicated internally on our test environment.

Capture traces are run to identify the problem, of which the results are then passed to product experts from Project Management, Research and Development as well 3rd Level Support who are engaged to identify the problem and proceed with a plan to resolve and deploy a fix.
Incident management type Supplier-defined controls
Incident management approach A weekly internal review of all incidents is held to include all product groups. Whereby common factors and behaviors are identified, which may be causing incidents, analysis is conducted on the information provided, and where possible, the incidents are replicated internally on our test environment.

Capture traces are run to identify the problem, of which the results are then passed to product experts from Project Management, Research and Development as well 3rd Level Support who are engaged to identify the problem and proceed with a plan to resolve and deploy a fix.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)

Pricing

Pricing
Price £4.00 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Nfon Offer a free 21 day trial that included all features that the customer require for the trial.

Hardware is provide with the trial.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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