Beckett Telecom

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.

Features

  • 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.

Benefits

  • 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

Pricing

£2.27 per user per month

Service documents

G-Cloud 11

763301127345744

Beckett Telecom

Mike Gooch

0118 940 9004

mike.gooch@beckett-tele.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints No
System requirements
  • Suitable browser
  • Customer network configured for voice traffic

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 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

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Word
  • Excel
  • PowerPoint
  • Project
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
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 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.
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.
API No
Customisation available No

Scaling

Scaling
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

Analytics

Analytics
Service usage metrics Yes
Metrics types Standard reports are:
Incidents
MACs
Incident Ticket Status (Open Tickets)
Tickets Closed
Reporting types Regular reports

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Atos IT Services UK Limited

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
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 importing and exporting
Data export approach Becketts and Unify will provide user configuration data
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 Other
Other protection within supplier network Username and strong password/passphrase enforcement

Availability and resilience

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels Username/password
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)

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 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
PCI certification No
Other security certifications No

Security governance

Security governance
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

Operational security

Operational security
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.

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 Yes
Connected networks Public Services Network (PSN)

Pricing

Pricing
Price £2.27 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: Service definition document pdf document: Terms and conditions
Service documents
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