CloudCoCo Limited

Hosted Telephony - Cisco HCS

Cloud Coco offer a unique, scalable cisco powered HCS telephony solution, built on best of breed cisco infrastructure, delivering a highly available, easy to manage Unified Communications as a Service platform. Leveraging the full suite of cisco collaboration architecture.

Features

  • Public or Private UCaaS platforms
  • VoiP Voice
  • Video
  • Collaboration
  • Real time reporting
  • Call recording
  • Instant messenger and presence
  • Three interconnected Data centres
  • 99.999% Uptime
  • Contact center

Benefits

  • Remote Working - Ability to work from any device
  • Video collaboration meetings
  • Voice analytics to measure activity
  • Offsite resilience and easy access
  • Intuitive management portal for efficient changes
  • Share Content and team collaboration
  • Rapid deployment
  • Contact centre work flow optimisation
  • system automation
  • GDPR compliance

Pricing

£5.00 per user per month

Service documents

G-Cloud 10

958796514612093

CloudCoCo Limited

CloudCoCo

03330503990

coco@cloudcoco.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Planned maintenance in line with cisco's published maintenance road map.
System requirements
  • PoE switching
  • Sufficient WAN bandwidth

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 5 minutes
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Gold Level Support - 24/7/365
Silver Level Support - 08:00- 20:00 / 7 days a week
Bronze level Support - 08:00 - 06:00 / Monday to Friday
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We can offer onsite or webinar training and the platform comes complete with support documentation and data sheets
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We can provide CSV and information exports from the system, cover key user data. Some elements such as Jabber WebEx connect can be migrated to other services.
End-of-contract process We can provide information on request by the customer FoC. Any physical / engineering assistance with migration away from CloudCoco service may be chargeable

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards None or don’t know
Description of accessibility Features can be limited on a per user level. Typically users can make/receive calls, share content, video. Some users can be assigned admin access to make global system changes but this can also be tailored on a per user level
Accessibility testing None
API Yes
What users can and can't do using the API SFTP system data, Jabber SDK kit for system integration, UCCX cisco open API can be managed by cloudcoco or third party.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Vendor operates a team of web/app developers who can assist with bespoke customisations. The cisco platform also offer API's for other integrations

Scaling

Scaling
Independence of resources Resource is actively monitored and managed. Additional cluster can be added to enable scalability of the platform. platform is designed to operate at 65% utilisation of max capacity

Analytics

Analytics
Service usage metrics Yes
Metrics types Stats:
user reports: Call duration, total calls, answered calls, average call duration, max duration, average answer time
DDI usage: Total no. calls, Answered calls, Max call duration, Average Answer times, Average time total
Inbound total call summary: Answered / abandoned (time the calls were answered) - less then 15seconds, 15s < x < 30s, 30s < x < 60s, X > 60s
Graphs and stats:
Placed and received calls
Answering times
Call status: Answered, Busy, Not answered, Not recognised
Call duration
Busy Hour
Busy day

Busy Month
DDI usage
Office call summary
Filtering:
Inboun/outbound call, DDI number,
Date range,
User.
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 Cisco

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
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 CHECK service provider
Protecting data at rest
  • 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
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 There are export buttons from the management portal which are freely accessible and will export information in CSV formation. We can also provide cisco BAT exports on request.
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.999% Avaliability
Approach to resilience The cisco Powered HCS platform is delivered from 3 interconnected Data centres designed to fail over should a system outage occur.
Outage reporting Email Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels The platform offers RBAC (roles based access control) which can tailor access privileges to users as defined by the client. Some services offer SSO which can authenticated by customers AD
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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 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 No
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 No
Security governance approach CloudCoCo only works with suppliers who can show a mature approach to security governance, for example ISO27001 certification or rigorously tested in house security controls.
Information security policies and processes Formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment, responsible for ensuring employees comply with the security policies. All security procedures are reviewed with a Senior Management acting in a leadership role to ensure all actions are identified and implemented.

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 Changes are assessed for potential security impact
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability management processes are in accordance with CSA CCM v3.0. sipsynergy use Intrusion Detection Systems (IDS) embedded within core firewalls to monitor network activity for suspicious traffic and attacks. Patches are deployed as directed by manufacturer requirements. Sipsynergy maintains active solution support with manufacturers to ensure evergreen vulnerability suppression.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Network Operations Centre (NOC) monitor incidents 24x7x365. The CSO is notified immediately of any security incident. Subsequently, the required teams follow the approved information security response guidelines. Sipsynergy’s protective monitoring processes have been developed in accordance with CSA CCM v3.0.
Incident management type Supplier-defined controls
Incident management approach If an incident occurs responses will be delivered via email inline with published SLA's. Following an incident a full investigation will be made and a public RFO or report will be published to the customer

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 No

Pricing

Pricing
Price £5.00 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial PoC can be arranged on request
Link to free trial Please email our CEO directly to discuss your exact requirements - mark@cloudcoco.co.uk

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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