Becketts Cloud Voice, Contact Centre and Collaboration
The Unify Cloud Voice, Contact Centre and Collaboration service is available at either ISO 27001 or Official security levels. Provides a secure high availability IP communication service from any location with a suitable data connection. Ideal transition from legacy Unify, Siemens, HiPath, Hicom and DX PBX and Contact Centres.
- Enterprise Telephony, Contact Centre and Collaboration feature set.
- Comprehensive Operator services to manage incoming calls.
- One Number Service, with presence management, and web collaboration.
- Mobile client with support for IOS and Android clients.
- Full Multimedia skills-based routing with inbound / outbound call blending.
- Voice, email, SMS, web-collaboration, call back and social media.
- Chatbots, Workforce management, quality monitoring, call recording.
- Management reporting and statistics, including outbound campaign management.
- Subscription-based service.
- UK based ISO 27001 or OFFICIAL service.
- Accelerates communications, processes and decision-making.
- Enables first contact resolution across all organisation contact points
- Harnesses Artificial Intelligence to improve customer service and reduce costs.
- Enables access to corporate communications from any location or device.
- Includes management tools driving efficiency and customer service target adherence.
- Service can flex up and down to meet business requirements.
- Rapid deployment compared to on-premise solutions.
- Reduced Operating Expenses with no large capital outlay.
- Dependable service delivering high availability with built-in security.
- Sustainable service delivering both reduced power consumption and equipment footprint
£2.27 per user per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
0118 940 9004
|Software add-on or extension||No|
|Cloud deployment model||Community cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
First level support Priority 1 & 2 incidents = 24/7, within 0.5 hours
Priority 3 & 4 incidents = 0900-1700 Monday to Friday excluding Bank Holidays, within 2 hours
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Priority 1 Voice: Total loss of the Voice service
Priority 2 Voice: Loss of Voice service to Multiple Users
Contact Centre: Loss of Contact Centre Service e.g. Loss of IVR service, loss of management tools
Collaboration: Loss of mobile client service
Priority 3 Voice: Loss of a single user
Contact Centre: Loss of wallboards service
Collaboration: Loss of a single UC client
Priority 4 Non-functional error
|Support available to third parties||No|
Onboarding and offboarding
The Customer shall submit their order via the G-Cloud portal or e-mail their order to the defined contact.
Implementation activities shall include:
• Assignment of a project office representative to remotely manage your deployment. Any on-site project management presence is chargeable.
• Validation of the technical solution with a <Partner> solution architect and further consultation with the customer if required.
• Co-ordination of data capture via a Customer Data Collection (CDC) form and data validation activities which may include WAN/LAN compliancy, user profile information, number porting (where applicable) and any bespoke security requirements
• Production of a project plan with target dates for key milestones including “go-live” of the deployment (or discreet phases of the deployment, if required) and user training (including floor walking and early life support)
• Liaison with the Customer throughout deployment period
• The Customer is required to provide all relevant and requested The Customer may add additional services or additional users during the contract period by following the procedure set out above.
Online training and user documentation is included in the subscriptions. Chargeable services include onsite training, train the trainer and floor walking.
|Other documentation formats||
|End-of-contract data extraction||Provide user configurations in CSV format|
|End-of-contract process||At the end of the initial contract period the terms and conditions that are applicable to the contract and any amendments agreed therein specific to the relevant service provision would apply, however the supplier would provide additional support required beyond the contract term in line with the agreed prices/ rate card in place at that time, for the specific activity in question.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
We provide a Mobile Client and Supervisor applications, which are available as standard for iOS and Android devices.
The mobile client delivers key functionality similar to a desktop client.
The Mobile Supervisor allows call centre managers to display summary and detailed real-time statistics of agent and queue performance. If the call centre is under-performing managers are able to make changes to agent skills profiles ‘on the fly’ in order to boost performance.
If the service is delivered on an official platform the mobile clients’ need to run over a mobile service providers APN.
|Description of service interface||Via handset interface or via Agent/ Manager applications|
|Accessibility standards||None or don’t know|
|Description of accessibility||The agent and manager desktop applications are compatible with the JAWS software recommended by RNIB.|
|Accessibility testing||The agent and manager desktop applications are compatible with the JAWS software recommended by RNIB.|
|Independence of resources||The service is designed as shared service and delivers the same service levels for all users at all times independent of load share|
|Service usage metrics||Yes|
Standard reports are:
Incident Ticket Status (Open Tickets)
|Reporting types||Regular reports|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Atos IT Services UK Limited|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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 once a year|
|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||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Becketts and Unify will provide user configuration data|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||Other|
|Other protection within supplier network||Username and strong password/passphrase enforcement|
Availability and resilience
The Voice and Contact Centre service has a target availability of 99.99%.
Collaboration has a targeted availability of 99.9%.
Service credits are negotiated on an individual contractual basis.
|Approach to resilience||The service is physically hosted in geo-separated UK data centres (“DC”) and implements separate 3rd party network connectivity services in each location (that is, PSTN, Internet Service and Customer WAN Landing zones). The architecture also incorporates resilient DC interconnection, which supports re-routing of connectivity services between primary and secondary locations in the event of a disaster or connectivity service failure in either location.|
|Outage reporting||The system is proactively monitored 24/7 by the Unify network operations centre. Priority 1 and 2 faults will be typically fixed remotely by the NOC.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Username/password|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||DNV-GL|
|ISO/IEC 27001 accreditation date||30/09/2015|
|What the ISO/IEC 27001 doesn’t cover||We are in accordance with the statement of applicability version 8 ISO27001:2013.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||Atos is accredited to ISO 27001 which covers all necessary policies and processes|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||Conforms to ITIL-V3. Configuration and change management are managed through a change control board.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
All operating system and vendor application patches are applied on a weekly basis for implementation via the change management process.
The service is tested using off the shelf security tools and internally developed scripts/tools. The testing covers all applications, operating systems, component configurations and hardware components.
The service is penetration tested annually by external organisations approved by NCSC under their certification schemes: CREST, Tiger scheme, Cyber Scheme.
Atos uses several publicly and privately available threat sources to identify potential vulnerabilities.
All vulnerabilities identified are assessed for severity and impact and appropriate actions implemented via the change management process.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
The service is continually monitored using off-the shelf commercial tools to provide real time analysis of events triggered from all service components.
The protective monitoring controls are based on the original CESG GPG 13 and have been adapted to meet the needs of the service
Security analysts review events in real time and determine if further analysis is required.
Once an event is identified as suspicious, a second line security analysts looks to correlate the event with historical information.
Should further analysis be necessary this is escalated to a 3rd line analysts prior to triggering the incident management process.
|Incident management type||Supplier-defined controls|
|Incident management approach||
The aim of the incident management process is to restore normal operation as soon as possible to minimise the impact of the incident.
The support teams will investigate and diagnose the incident and document all activities in the incident record. Additional experts will be made available to support the investigation if required,
Pre-defined processes are used to address common incidents which detail the operating procedures on how the specific incident is to be handled, the resources required, approval levels (if required), timescales, impact, outcomes and reports.
Incident reporting and incident reports are agreed as part of the engagement process.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|Connected networks||Public Services Network (PSN)|
|Price||£2.27 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|