Telephony, unified communications and contact centre solutions

FOI request reference: F0059743
Publication date: November 2019

Outcome

Successful

 

Request & Response 

1. Please confirm the manufacturer of your telephony system(s) that are currently in place?

8×8 UK Ltd

We operate a software subscription service (SaaS) for unified communications and telephony.

2. When was the installation date of your telephony equipment?

The SaaS contract start date was in Qtr 4 FY 2016-17

Information regarding specific start and end dates is exempt under section 31 (1) (a) of the FOI Act. For further information about why this exemption has been applied, please see the explanatory Annex at the end of this letter.

3. Who maintains your telephony system(s)?

8×8 UK Ltd

4. Please confirm value of the initial project and value of annual support/maintenance services (in £)?

Initial contract cost £112,744
Annual average spend £90,000 for all services

5. When is your contract renewal date?

Qtr 4 FY 2020-21

Information regarding specific start and end dates is exempt under section 31 (1) (a) of the FOI Act.

6. Please confirm the manufacturer of your Contact centre system(s) that are currently in place?

8×8 UK Ltd

7. When was the installation date of your contact centre infrastructure?

The SaaS contract start date was in Qtr 4 FY 2016-17

Information regarding specific start and end dates is exempt under section 31 (1) (a) of the FOI Act.

8. Who maintains your contact centre system(s)?

8×8 UK Ltd

9. Please confirm value of the initial project and value of annual support/maintenance services (in £)?

See answer to question 4 above

10. How many contact centre employees/agents do you have?

Seven

11. When is your contract renewal date?

Qtr 4 FY 2020-21

Information regarding specific start and end dates is exempt under section 31 (1) (a) of the FOI Act.

12. Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/Cisco/Avaya/Mitel? If yes, what tools are you currently using?

8×8 UK Ltd

13. How many employees do you have overall within your organisation?

528, which equates to 500.82 FTE

14. Who currently provides your calls and lines?

8×8 UK Ltd

15. What is your current annual spend on calls and lines?

Average annual spend is £10,000 for calls.
There is no specific spend for lines in the SaaS model.

16. When is your contract renewal date?

Qtr 4 FY 2020-21

Information regarding specific start and end dates is exempt under section 31 (1) (a) of the FOI Act.

17. Are you using SIP or ISDN?

SIP

18. Do you use a wide area network?

No

 

Explanatory annex

Exemptions Applied

Section 31(1)(a) exempts information if its disclosure under the Freedom of Information Act would, or would be likely to, prejudice the prevention or detection of crime.

Information has been withheld under this exemption as the release of this information would make The National Archives more vulnerable to crime; namely, a malicious attack on The National Archives’ computer systems.

For more information on this exemption please see the Information Commissioner’s Office website:

https://ico.org.uk/media/for-organisations/documents/1207/law-enforcement-foi-section-31.pdf