GCI’s Call Recording System is a state-of-the-art voice, instant message and quality management solution for Microsoft Skype for Business platforms. Call Recording offers a cost-effective and secure way to ensure your Organisation can remain compliant and offer the highest standard of service to your customers.
- Inbound multi-channel communication, including voice, voicemail, email, and chat
- Outbound dialling and communication
- Sophisticated ACD Routing and Queuing
- IVR and Voice Self-Service
- Intuitive web-based Agent Interface
- Contact History, Real-time and Historical Reporting
- Recording and Quality Monitoring
- Web-based Administration Tools
- Social media integration
- Integration Capabilities for CRM and other Backoffice applications.
- Flexible and scalable—pay for just the service you need.
- Access from anywhere
- Mobile productivity
- Collaboration and increased productivity
- Robust security and reliability
- Reduce internal IT costs
- Full PSTN replacement
- PBX Agnostic - Supports Sip based PBX systems
£10 per person per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
GCI Network Solutions Ltd
0844 443 4433
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Integration with the following applications:
PCI DSS Payment processes,
Skype for business.
|Cloud deployment model||Private cloud|
|System requirements||Microsoft Skype for Business|
|Email or online ticketing support||Email or online ticketing|
|Support response times||30 Mins Response Time|
|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||Onsite support|
|Support levels||Support levels are defines as part of the contractual agreement between GCI and the client, these support levels are managed as part of the overall contract with defined and agreed SLAs.|
|Support available to third parties||No|
Onboarding and offboarding
We offer introduction and onboarding documentation. Training in the form of classroom or online consumption is available.
How do you help users start using your service?
• Workshops. Customer design and technical workshops can be run to ensure that a full list of requirements can be obtained and taken into consideration.
• Design. High and low-level designs are formulated by the requirements with a particular emphasis on understanding the focus of the business.
• User roll out. Floorwalkers and technical professional services ensure that clients are rolled out in an efficient and timely manner.
• Training. Individually designed training packages emphasise the uses of Call Recording for an organisations employees depending on their roles within the business.
|End-of-contract data extraction||We offer data in several formats..|
|End-of-contract process||Should an organisation ever decide to cancel their Call Recording service, GCI will make reasonable efforts to ensure that any data and technology switch overruns smoothly .|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||There is no difference as the solution records and the server level which the mobile solution will be accessing via Skype for Business.|
|Accessibility standards||WCAG 2.0 A|
|Accessibility testing||Use of the admin interface have access to standard support capabilities for users who need WCAG 2.0 A standards.|
|Description of customisation||We offer various levels of customization to the agent interface. This can be done by us or customers with the appropriate level of training.|
|Independence of resources||We deploy individual customer instances.|
|Service usage metrics||Yes|
The Call Recording solution as it's own monitoring and reporting tool which delivers a 360 degree view of platforms usage from, Voice Traffic, Instant Messaging, Video and Screen recording . These metrics can be displayed as dash board at Supervisor level.
In addition historic reports allows users to build a detailed vision of the performance of the Call Recording over longer periods of time.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Verint/Verba Call Recording Solutions|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|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|
|Data sanitisation process||No|
|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||The data is stored in a SQL data base which fully supports all SQL import and export capabilities for meta data, including ODBC, CVS and MP4 for Voice files.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|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
GCI Call Recording Solution is provided in a Single site Highly Available, or dual site highly available configuration with a second instance in a geo diverse datacentre to enable failover in the event of total failure in the primary site. This provides enhanced resiliency and availability to the customer.
This ensures that business have the highest level of continuity available for their service.
|Approach to resilience||
Call Recording Solution is enabled in a resilient manner by deploying multiple Virtual Machines (VMs) in a ‘highly available’ cluster, this provides Call Recording functionality migration should an individual VM's experience a failure and also ensure call data records (CDRs) will continue to be produced ensuring no loss of data. Additionally, the Call Recording Solutions in Dual Data Centre mode VMs are deployed across two geographically dispersed datacentres providing site resilience.
Multiple diverse SIP trunks are in place between Skype for Business mediation servers, PSTN interconnects and the SBCs allowing SIP trunk failure with negligible impact to service availability. In the event of an site failing, any Call Recording traffic will be redirected to the second data centre.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||User name and password|
|Access restriction testing frequency||Never|
|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||User-defined|
|Access to supplier activity audit information||Users contact the support team to get 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||LQRA|
|ISO/IEC 27001 accreditation date||24/11/2017|
|What the ISO/IEC 27001 doesn’t cover||None listed|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Nettitude|
|PCI DSS accreditation date||14/05/18|
|What the PCI DSS doesn’t cover||Only includes our PCI live agent and IVR solutions|
|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||We have all policy relevant to iso 27001|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
The Client is typically responsible for self- provisioning of all Call Recording resources. This is accomplished through the use of CR Administrator Interface. This includes administration of Call Recoding administrators, users, teams, groups, permissions, Quality Management scripts, and accounts for the Call Recorder.
All of the changes are monitored and recorded in a change management log which is available to all clients, allowing for role back if errors arise from defined changes made.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Monthly vulnerability scan with remediation in line with accepted best practice|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||GCI monitor availability of systems and services including up-time via a dedicated NOC team and associated tools. Response times are subject to published SLAs.|
|Incident management type||Supplier-defined controls|
|Incident management approach||GCI follows recommended ISO27001 policies for incident management|
|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|
|Price||£10 per person per month|
|Discount for educational organisations||No|
|Free trial available||No|