VONAGE LIMITED

Vonage Contact Centre

Vonage is a leading provider of cloud communications including contact centre, unified communications and API. Vonage contact centre is recognised as leader in the Gartner Magic Quadrant with proven availability and security accreditations, Vonage ensures complete flexibility, scalability and reliability. Specialist in CRM integrations to: Salesforce, Zendesk, ServiceNow, Dynamics, SAP.

Features

  • Standard/intelligent IVR routing with AI, Machine Learning and Bots
  • Omni-channel routing engine: voice, email, chat, video and SMS
  • Full CRM Integration. APIs integrations include: SMS, WhatsApp and verification
  • Outbound calling features: click-2-dial, dialler, outcome codes, cadence
  • Call recording system, quality management, speech analytics and machine learning
  • Real-time and historical reporting. call data analytics and insights
  • Speech Recognition, Virtual agents, self-service and automated call handling
  • Workforce Management Tool: scheduling, forecasting, real-time adherence, supervision tools
  • Secure voice payment solution: PCI DSS Compliance payment solution
  • Integrations (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)

Benefits

  • Remote working: Unify the workforce via a web-browser
  • Leverage CRM/customer data to drive efficiencies for customer service
  • Disaster recovery and business continuity seamlessly built-in
  • Increase first call resolution and reduce Average Handle Time
  • Scale to service demands: flex usage to meet peaks/troughs
  • Outbound efficiencies: increase pick-up rates save time with voicemail drops
  • Effectively manage your contact centre with live contextual data
  • Seamless integrations to business tools providing simplicity to agents
  • Improve agent behaviours to drive customer satisfaction and performance
  • Self-serve customers on the preferred channels: WhatsApp and Facebook

Pricing

£31.20 a user a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at martin.harris@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 6 8 2 6 6 6 4 0 0 7 1 4 1 5

Contact

VONAGE LIMITED Martin Harris
Telephone: 07500333471
Email: martin.harris@vonage.com

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
Stand-alone contact centre solution but also native CRM integration via a simple app install to Salesforce, Zendesk, ServiceNow and Microsoft Dynamics.
Cloud deployment model
Public cloud
Service constraints
No downtime for maintenance or upgrades. If premium support is not taken support is only provided during 8am-8pm Monday-Friday. Only public cloud is offered.
System requirements
  • We recommend latest version of: Edge, Firefox, Chrome, Safari, Explorer
  • User's processor speed and RAM must meet the recommended specification
  • We recommend a wired ethernet connection over wifi
  • Minimum prerequisites must be met in accordance with the T&Cs
  • Browsers you must enable: Cookies JavaScript TLS 1.2 or later
  • Bandwidth per user must meet the minimum bandwidth requirements.
  • Firewall configuration must meet Vonage prerequisites.
  • APIs must be enabled with your CRM licence for integration

User support

Email or online ticketing support
Email or online ticketing
Support response times
The Vonage Community Support Service teams are available 24 hours a day, 365 days a year. So regardless of your location and time zone you can always reach an experienced Technical Support Engineer.
Support cases are raised via the community hub or phone and answered within 15 min to 2 days depending on the priority of the case and level of support.
Priority 1: Basic 1 business day; Standard 30 min; Premium 15 min.
Priority 2: Basic 2 business days; Standard 1h; Premium 30 min.
Priority 3: Basic 2 business days; Standard 4h; Premium 1h.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Vonage have not conducted interface testing with assistive technology users.
Onsite support
Yes, at extra cost
Support levels
The Community Support Services team are available 24 hours a day, 365 days a year. So regardless of your location and time zone you can always reach an experienced Technical Support Engineer.
Support cases are raised via the community hub or phone and answered within 15 min to 2 days depending on the priority of the case and level of support.
Priority 1: Basic 1 business day; Standard 30 min; Premium 15 min.
Priority 2: Basic 2 business days; Standard 1h; Premium 30 min.
Priority 3: Basic 2 business days; Standard 4h; Premium 1h.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Vonage provides onsite and remote training which is chargeable. This is fully documented in the pricing and SFIA document. The number of days required will be confirmed on the completion of a scoping session with a Statement of work (SoW).

The training is provided alongside free online resource materials and documentation as well as access to our customer portal which has videos, articles and access to our Community Consultants who can support customers with post-deployment training needs all free of charge.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Vonage have APIs for call recordings so these can be securely migrated away from our platform. This is also the case for core contact stats with the ability to download via CSV or via our stats API. We also push stats into BI tools orthe CRM so in mitigated throughout the agreement. The CRM database can be extracted using the CRM export mechanisms if required also which can be automatic with no time limit.
End-of-contract process
Customers have the ability to port numbers away from the Vonage service at no charge at the end of the contract. Customers can also continue to forward calls from Vonage but there is a call forwarding charge like a normal call charge. The customer has the choice of either option and we will fully support the customer in either case.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Vonage Contact Centre web-browser app can be used to access the tool. Vonage has also developed an integration for the Salesforce Mobile App. Users can click to call from Salesforce records accessed within the mobile app. Calls placed via the Salesforce Mobile App are logged for reporting purposes, Call recording and call analytics can be also be performed.
Service interface
Yes
Description of service interface
Vonage provides an embedded application into your chosen CRM or standalone web-browser to access the tool. The application can be natively embeded for the following CRM systems: Salesforce, ServiceNow, Zendesk and Dynamics. The application provides softphone capability or call control for another phone device. In this way, the CRM application(s) acts as the service interface for calls and digital interactions managed by Vonage.
Vonage provides a web-based admin portal for general system administration and advanced IVR configuration.
Accessibility standards
None or don’t know
Description of accessibility
The Vonage Contact Centre agent and administration services are accessed via a supported web browser. Users require an active internet connection to access the application and softphone services. Vonage can work with third party accessibility services to support with accessibility options for web browser based applications and call applications. E.g. Users within Salesforce CRM alongside Vonage can benefit from using Salesforce accessibility mode.
Accessibility testing
To date, Vonage have not conducted interface testing with users of assistive technology. Vonage can work with users of assistive technology on a case by case basis. Vonage can work alongside third party accessibility solutions to deliver accessibility requirements.
API
Yes
What users can and can't do using the API
Vonage provides a library of APIs to support an array of different functionality and application extensibility options within the Contact Centre. Vonage Contact Centre APIs include: Authentication API, Agent Availability API, Conversation Analyzer API, Insights Stats API, Interaction Content API, Interactions API, Payment API, User Admin API. Please refer to https://developer.newvoicemedia.com/ for related API documentation.
Vonage can also provide a wider set of Communications APIs as part of the Vonage API platform. Services include: Video API, Messages API, Voice API, Verify API and more. Please refer to https://www.vonage.co.uk/communications-apis/?icmp=mainnav_products_communicationsapis for more information.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Vonage Contact Centre offers system admins the ability to make configuration changes easily within the web based admin portal. Configuration access includes control of: user (agent) skills, real time dashboards, interaction (call and digital) plan management, system/call/user stats, general settings including user roles and permissions management.
Interaction Architect provides an intuitive, visual user interface for admins to configure voice and digital workflows with access to CRM data connectors for dynamic data queries to make dynamic routing decisions and support self-service requirements.
Vonage APIs can be utilised to build further enhance standard application functionality based on bespoke requirements, and offer extensibility into other business applications and business processes.

Scaling

Independence of resources
Due to the fact that the platform is constructed as a truly multi-tenant cloud solution, there are no hard limits relating to the number of concurrent users that can be configured within a customer account. Compute requirements such as system memory, processing power, and storage are not a limiting factor as these will scale elastically based on our customers' demand. Vonage Contact Centre sizes these compute requirements to allow for a 40% overage in order to maintain optimum platform stability, as well as being prepared to cater for additional usage of the cloud node during DR scenarios.

Analytics

Service usage metrics
Yes
Metrics types
Abandon Rate, Answer Rate, Average Handle Time, Average Wait Time, Avg Ringing Time, Avg Talk Time, Avg Time to Abandon, Avg Time to Answer, Avg Wrap Time, Breakouts, Current State Since, Currently Waiting, Handle Time, Longest Wait Time, Not Answered, ...
A complete list of Real Time metrics available at this link : https://newvoicemedia.atlassian.net/wiki/spaces/DP/pages/643171046/Dashboard+metrics

A complete list of historical reports metrics available at this link :
https://newvoicemedia.atlassian.net/wiki/spaces/DP/pages/1770258588/NVM+Call+Summary+fields
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 export approach
Vonage have APIs for call recordings so these can be securely migrated away from our platform. This is also the case for core contact stats with the ability to download via CSV or via our stats API. For exporting purposes. Most of the data is stored in the CRM database and can be extracted using the CRM export mechanisms. Call recording can be exported using SFTP protocol.
Also all users can be exported to CSV file format from the admin interface. Vonage does not support importing of call recording to our platform.
Data export formats
  • CSV
  • Other
Other data export formats
Call recordings exported in WAF format
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Service Credits Agreement - provided when our premium+ support package is purchased.

Platform Availability % impacts the Number of Subscription Services days added to Term at no charge to Customer
(“Service Credit”). See below:
99.9% or above None;
98.0% to 99.8% 2;
95.0% to 97.9% 5;
below 95.0% 10.
Approach to resilience
Vonage have invested heavily in this area. We run a service mesh in a geographic region. We operate highly available nodes, including full replication. That means we run active/active offering high resilience within and across nodes. Many of our Enterprise customers leverage this functionality by scheduling active moves between nodes to demonstrate business continuity (BCP) to their internal auditors and validating service availability. Our architecture is designed to expect and handle failure, but in most cases we want and need to rotate infrastructure for housekeeping requirements. Our infrastructure design allows us to easily rotate infrastructure and hence offer a 24x7 service without the need for service windows. We invest in tooling and have a site reliability engineering team (SRE) focused on capacity, elasticity, telemetry, monitoring and alerting, ensuring we monitor platform capacity and health. In addition to investing in tooling we also invest in our people with training and education as part of our overall commitment and investment in this area.
Outage reporting
Vonage Contact Centre fully publishes our results live on our trust site: https://www.newvoicemedia.com/trust This provides live updates on the uptime and availability of the service as well as the functional aspects. We also provide live SMS updates for customers who opt in. This provides a live feed on potential issues and resolutions. Email alerts are also an option.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
To make use of the Vonage CC APIs, and various other Vonage CC features, you need to have a unique account key and API authentication token.
This can be generated by administrators. Vonage CC also provides multifactor and federated authentication
Vonage CC supports OpenID Connect federated authentication. We currently support Salesforce and Microsoft via Azure AD/Office 365.
Salesforce customers benefit from a near zero configuration Single Sign On experience.
Access restrictions in management interfaces and support channels
Vonage Contact Centre platform can restrict access to features on a user-level basis. Each user is granted access to the platform with the permissions needed to fulfil their role, with the ability to increase or decrease permissions available to the Administrator.

Support channels are also restricted on a user level. If needed, rules about who can and can’t contact support and manage cases can be configured via our CRM and through the customer portal.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
SGS
ISO/IEC 27001 accreditation date
1/1/2018
What the ISO/IEC 27001 doesn’t cover
All Vonage CC elements are covered.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
ECSC Group Plc
PCI DSS accreditation date
01/01/2009
What the PCI DSS doesn’t cover
The PCI DSS audit is performed on a "partial RoC A" scope, which is SAQ A with elements from SAQ D that are required as a service provider. This is because Vonage CC does not transmit, store or process cardholder data. Instead we use a third-party (PCI Pal) to process the data.
Other security certifications
No

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
GPDR, SOC2 Type II, PCI DSS Level 1, HIPAA
Information security policies and processes
Vonage CC's CISO is leading all information security activities within Vonage. We have a dedicated global Information Security team. The team consists of ( Head of IS, Information security Managers, Compliance Managers, Security engineers and Infrastructures security engineers ) Furthermore, Vonage has appointed a Data Protection Officer (DPO) to oversee data protection strategy .

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
Vonage CC has configuration and change management policy and procedure. All changes to the production environment are reviewed by the change control board prior to being deployed. All systems follow a configuration standard.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
All production and development environments are scanned on a regular basis using the Tenable Nessus vulnerability scanner.

Active subscriptions to the vulnerability feed, from Tenable, will be maintained as the main source of vulnerability information.

These vulnerabilities are logged in Jira, where remediation tickets are created for each vulnerability, team/owners assigned to the tickets
Regular penetration tests are also performed, the results for which will be analysed and added to the VQ Jira project.

In addition, we subscribe to mailing lists from( SANS, CENTOS, MS, CISCO, Full Disclosure, vmware, SecurityFocus Bugtraq ) for vulnerability awareness.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Vonage CC's Monitoring function has the follow polices in place
Vulnerability and Alert Management Procedure
Logging Policy
Logging Procedure
Daily review of the logs, real time alerts are raised, there is 24/7 system monitoring and support available to resolve the issues.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
As part of Vonage CC’s ISO 27001 accreditation, incident management procedures have been established to:

• Ensure timely identification of potential information security incidents, events and weaknesses
• Identify and implement corrective actions
• Identify non-conformities and their causes
• Reduce the causes of non-conformities in the Information Security Management System to prevent recurrence
• Review corrective and preventative actions taken and inform Customers that may be at risk
• In case of a confirmed breach, timely customer notifications inline with local data protection regulations(GDPR, HIPPA).

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

Connection to public sector networks
No

Pricing

Price
£31.20 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Vonage offer a one-week free trial for internal testing of the solution on a mutually signed success criteria basis. Vonage will provide access for up to 5 licences and receive training and guidance from our solution engineering team. We can offer daily calls to support users. To access email martin.harris@vonage.com

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at martin.harris@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.