GCI Network Solutions Ltd

GCI — Call Recording

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.

Features

  • 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.

Benefits

  • 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

Pricing

£10 per person per month

Service documents

G-Cloud 10

878191669758627

GCI Network Solutions Ltd

Jane Hamilton

0844 443 4433

tenders@gcicom.net

Service scope

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 Integration with the following applications:
PCI DSS Payment processes,
Skype for business.
Cloud deployment model Private cloud
Service constraints None
System requirements Microsoft Skype for Business

User support

User support
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 Yes
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

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
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.
API No
Customisation available Yes
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.

Scaling

Scaling
Independence of resources We deploy individual customer instances.

Analytics

Analytics
Service usage metrics Yes
Metrics types 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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Verint/Verba Call Recording Solutions

Staff security

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

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 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 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
  • CSV
  • Other
Other data export formats
  • MP3
  • MP4
Data import formats
  • CSV
  • Other
Other data import formats
  • MP3
  • MP4
  • Cloud9
  • Symphony Verba Conversation Import
  • RingCentral CyberTwice eRecorder HD
  • Cisco Spark
  • Lync/SfB CDR
  • Cisco IPT CDR
  • Lync/SfB Archive

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 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.
SLA 99.99%
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.
Outage reporting Email Alerts
Monitoring Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels User name and password
Access restriction testing frequency Never
Management access authentication
  • 2-factor authentication
  • Username or password

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 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

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
PCI certification Yes
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

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 We have all policy relevant to iso 27001

Operational security

Operational security
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

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10 per person 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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