Babble Cloud Limited

The Babble Cisco BroadSoft cloud hosted telephony service maintained by EvolveIP is used by people across the globe and has been in the industry for over 15 years. Babble works as a partner rather than a supplier with its fully managed service.  It seamlessly integrates with other systems, whether hardware or software. Babble takes the time to understand user requirements and then enables them to get the get the best out of the technology.

The solution emphasises its ease of use, providing a service that can be used across all age groups and all devices (handset/ computer/ mobile phone), whether in an office or while travelling, with intelligent call handling and routing - you will always be able to receive a call no matter what happens throughout your day. 

The core of the Babble Cisco BroadSoft solution is built around efficiency and reliability, utilising multiple carriers, various levels of redundancy for hardware with geographical resiliency and security baked into the design at all levels.  The solution has also been designed to offset any carbon emissions.

Features include

• five 9’s (99.999% uptime) carrier grade platform with data centres certified to ISO27001 with real-time fraud management protection
• high definition calling with certified call recording 360-degree call reporting and analytics to analyse the full caller journey

Access to over 300 features and services to customise the experience for the caller and the call handler, all controllable from a website.  Some of these include:

• alternative number presentation, customised music on hold, controlling opening hours, holiday services, paging, call queuing with options for breakout etc.
• the ability to integrate with standard and customer solutions.
• 24 hours a day 7 days a week Global Support Desk supporting customers in over 150 countries worldwide with an enterprise support desk.
• rated by Gartner, IDC and Aragon as a Leader in the Unified Communication and Collaboration space

We integrate with over 300 CRM’s via Open API’s which include SystemOne and Emis.  Additionally, we also integrate with a variety of hardware vendors to provide an enhanced calling experience, which includes integrations into existing systems that might be bespoke to the client.

Babble provide a fully managed service, assigning a dedicated project manager with a phased approach (start-up, initiation, planning, implementation and closure).  This contains all end-user training (onsite, remote and materials/ training videos) as well has handover to our post implementation support teams with escalation processes.

24 hours a day 7 days a week support is available with defined Service Level Agreements (SLA’s), operating on the Priority 1 – Priority 4 category system via our freephone number, e-mail contact and escalation paths (team leader, support manager, dedicated account manager).

From signing of the service agreement, typical implementation times are around 6 – 8 weeks this may vary depending on the type of project and services being provided, which will be discussed at the time of signing.

We take a very formal approach to managing service levels and our team is measured against the following response times.  To set expectations, we agree the priority with you at the time we raise a case.  Support tickets are categorised according to a severity or business impact.

Priority 1 critical business impact

A severe issue which impacts one or more customer sites, resulting in a total loss of service, meaning that the customer is unable to use Babble services, and where a workaround to the issue is not immediately available.

Response time

30 minutes

Aspirational target resolution time

4 hours (this may be a work around solution and not a final fix).

Priority 2 – Serious business impact*

A major issue which impacts one or more customer sites, resulting in a loss of service, but where a workaround is available.

Response time

1 hour

Aspirational target resolution time

8 hours (this may be a work around solution and not a final fix).

Priority 3 Minor business impact

A minor issue which impacts one or more users, where no workaround is available.

Response time

4 hours

Aspirational target resolution time

5 working days

Priority 4 Service request 

A request to modify the service offered by Babble.

Response time

24 hours

Aspirational target resolution time

Non – development requests (existing functionality) with 7 working days