VONAGE LIMITED

Vonage Business Communications

Vonage Business Communications (VBC) activates conversations across voice, team messaging, video/voice conferencing and more, providing a unified communication experience with elevated Quality of Service. VBC improves employee productivity and anywhere working, via innovative Mobile and Desktop applications, along with Innovative integrations with leading CRM providers increasing your business productivity.

Features

  • Feature rich 'Cloud' telephony service for inbound and outbound calling
  • Innovative and inclusive Video & Voice communication with every plan
  • Multi-channel team collaboration, anywhere, across, chat, messaging, integrated file sharing
  • Flexible working: Office, Home, Remote, via Mobile, Computer Desktop, Phone
  • Advanced Features: Call Recording, Visual Voicemail, Receptionist Console, Smart Numbers
  • Tailored reporting: individuals, teams, call queues, call groups, entire organisation
  • 50+ Features: Interactive Voice Response, Call Forward, Hunt Group, Voicemail
  • Seamless integrations with leading SaaS providers and open APIs
  • Intuitive and straightforward self-service user and administrator portals
  • Retain numbers and change the outbound numbers you displayed

Benefits

  • Supports and promotes the Public Sector Cloud First strategy
  • Vonage enables your digital transformation; unlocking, flexible, agile working
  • Easy user experience: user friendly across all devices and apps
  • Productivity improvements, via intuitive, collaborative voice, video and participation solutions
  • A very scalable platform, enabling growth as your organisation requires
  • Enhanced productivity utilising hunt groups, IVR, to find employees quickly
  • Performance management: Call recordings, call details and improve employee training
  • Ability to seamlessly transition from office model to remote working
  • Provides a more substantial collaborative experience for remotely-based employees
  • Increase pick-up rates with local presence, regardless of location

Pricing

£9 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

8 7 4 3 9 0 0 8 1 4 5 5 4 7 6

Contact

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

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Service metrics are available in the Admin user dashboard. The data provided includes information relating to Service Availability, Service Restoration, Service Maintenance, Service Degradation and Service Disruption. These metrics are available for Features Mobile, Online Account and Voice.

Support is provided during standard business hours with typical support provided from 8am-8pm Monday-Friday. 365/24/7 support is available at additional cost via our support packages on the pricing documentation.
System requirements
  • Broadband Internet Access.
  • Windows 7, 8, and 8.1 (64 bit) for desktop app.
  • MacOS 10.10 and higher (64 bit), for desktop app.
  • Browser requirements for Desktop App: Chrome, Firefox.
  • 3G / 4G / 5G Wifi for Mobile App usage.
  • Iphone iOS 10 or higher for Mobile App.
  • Android based phone 5.5 (lollipop) of higher for Mobile app.

User support

Email or online ticketing support
Email or online ticketing
Support response times
There is no contracted SLA for response. The support team endeavour to respond by same working day.
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
No
Support levels
Vonage provides all support via our own engineers and support desk across all Tiers including tiers 1 2 and 3, as Vonage is the core vendor for this platform. For implementation and additional projects Vonage provides onsite support via our professional services team, at additional cost. Ongoing day-to-day support cases are handled remotely and is included within the support packages in the pricing documentation. Vonage also offers community hub access free of charge for all customers providing full visibility of all past cases and providing updates on your latest case. Our support team are contactable by phone, email, web-case and web-chat.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Vonage provides onsite and remote training supported by online materials such as training videos, documentation as well as access to our customer portal. The portal has videos, articles and access to our Community Consultants who can support customers with post deployment training needs this is free of charge for simple requests. More complex changes may require professional services which is chargeable at the rates on our SIFA rate card.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Customers have the ability to download reports via CSV and call recordings can also be downloaded from the platform.
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
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Vonage Business Communication desktop and mobile app offers all-in-one communications that is easily adopted by the workforce, making it easier to communicate across regions and enhances customer experiences. Customers and employees demand greater flexibility in choosing their preferred channels and devices, which includes calling, messaging, and video conferencing and doing it all at their desk or on their mobile device.
Service interface
Yes
Description of service interface
The service interface accessible to users includes Bowser Desktop Software and App access. The Vonage interface includes access to Voice Video Messaging, Voicemail access, Contacts listing, Receptionist Console, My Apps, Reports and Admin and settings shortcuts. Users can access Vonage Business Cloud via a Browser for all deep administration functions and user functions excluding Extension and PSTN calling ability. The Vonage Business Cloud App on iOS and Android allows users to access all functions bar those listed under Question 32. A full function list and description is avaiable at- https://businesssupport.vonage.co.uk/center?topic=Features_Settings_3
Accessibility standards
None or don’t know
Description of accessibility
The Vonage 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
No
Customisation available
Yes
Description of customisation
Admins can customise- Users includes create delete bulk edit. Extensions change extension number, change associated user, change associated ddi, add call continuity number, enable disable call screening,change outbound Caller ID. Line Appearance, shared line appearance, busy lamp field. Phone Numbers remove from use change caller id. Virtual Receptionist delete duplicate manual override edit. Call Groups create delete. Paging Groups create delete. Call Queues create delete change hold music. prompts frequency of announcements name greetings, Agents assigned to queue, assigned telephone numbers. On Demand Call Recording settings, recording settings e.g. associated users. Company Wide call recording settings, record all / some calls inbound outbound audible beep announcements/disclaimer. Call Monitoring associated extensions to monitor disclaimer settings. Call Blocking settings e.g. International calls. PBX Settings, eg Time Zone Hold music Ringtone Caller ID display. Message Settings toggle on off. Dashboard settings show extensions and/or caller ID. Users can customise- Call settings Message settings, Notifications, Audio settings, Extension settings e.g. Call Continuity elements, Call Screening, Call Waiting, Call Blocking, Call Forwarding, Device setup, Voicemail and Web Launcher settings. Through the VGIS Integration platform we can provide integrations for multiple CRM packages including Salesforce Hubspot, Bullhorn, Dynamics 365, Google, Netsuite, Office 365, Sugar, Zendesk.

Scaling

Independence of resources
Leveraging AWS infrastructure, the Business Cloud system is fully scalable. This ensures that as your business grows, the Business Cloud grows with you. Our elastic system and ease of use allows you to add the components that you need, when you need them from an easy to use Admin Portal. The best news is that there is no capacity threshold. Our services run at less than 45% capacity, turning up additional servers and clusters automatically.

Analytics

Service usage metrics
Yes
Metrics types
Service metrics are available in the Admin user dashboard. The data provided includes information relating to Service Availability Service Restoration Service Maintenance Service Degradation and Service Disruption. These metrics are available for Features Mobile,Online Account and Voice.

Reporting metrics for calls also include: total calls, average talk time, total talk time, call duration, most active user, missed calls, call queuing, agents logged in, average wait time, calls waiting, calls connected.
Reporting types
  • Real-time dashboards
  • 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
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • 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
Call recordings can be exported as MP3 files. Contact information can be exported in CSV format.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
We do not provide an SLA guarantee given we do not provide the connectivity. 99.999% is available in conjunction with purchasing an SD WAN solution.
Approach to resilience
Leveraging AWS infrastructure, the Business Cloud system is fully scalable. This ensures that as your business grows, the Business Cloud grows with you. Our elastic system and ease of use allows you to add the components that you need, when you need them from an easy to use Admin Portal. The best news is that there is no capacity threshold. Our services run at less than 45% capacity, turning up additional servers and clusters automatically.
Outage reporting
Service metrics are available in the Admin user dashboard. The data provided includes information relating to Service Availability Service Restoration Service Maintenance Service Degradation and Service Disruption. These metrics are available for Features Mobile,Online Account and Voice.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access is secured with username and password including the ability to enforce configurable password complexity. Single Sign on is available and can be mandatory for all users apart from nominated supervisors

The platform is completely permission based so depending on your user type - management interfaces can be restricted.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
19/6/2020
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Certifications cover the following services: Call Processing, Call Recording, Voicemail, Voice-to-Text, and Paperless Fax.
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • HiTrust
  • AICPA SOC 2 Type II

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
CSA CCM version 3.0
Information security policies and processes
IT-100 Backup and Recovery,
IT-101 Software Procurement & License Compliance,
IT-102 Remote Access,
IT-103 Change Management,
IT-104 Information Security,
IT-105 Access Management,
IT-106 Patch Management,
IT-107 Anti-Virus,
IT-108 Acceptable Use,
IT-109 Password,
IT-110 Clean Desk,
IT-111 Risk Assessment,
IT-112 Network Security,
IT-113 Physical Security for Information Resources,
IT-114 Security Testing,
IT-115 Key Management,
IT-116 Security Monitoring,
IT-117 Cardholder Data Retention and Disposal,
IT-118 Data Center Access,
IT-119 Encryption,
IT-120 Product Development SDLC PCI Compliance,
IT-121 Linux Laptop Desktop,
IT-122 Social Media,
IT-123 Mobile Device Security,
IT-124 Cloud Computing Services,
IT-125 IT Asset Purchase,
IT-126 Security Training,
IT-127 Security Audit,
IT-128 Production Release,
IT-129 Security Exception Policy and Process,
IT-130 Information Asset Protection Policy,
IT-131 Golden Image Policy,
IT-132 Media Handling Policy,
IT-133 Information Security Management System Roles and Responsibilities,
IT-134 Legal Hold Policy and Process,
IT-135 Vulnerability Management Policy,
IT-136 Vendor - Third Party Assurance Policy and Process,
IT-138 Transmission Security Policy And Process,
IT-139 Business Continuity - Disaster Recovery,
LW-112 Information Classification,
LW-100 Records Management.

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 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. Changes are tested and before being implemented and monitored post implementation. 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 's Monitoring function has the follow policies in place
Vulnerability and Alert Management Procedure
Security monitoring policy, 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
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
• Incase 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
£9 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.