CLOUD9 BUSINESS SERVICES LIMITED

Contact Centre Consultancy - Technology Implementation / Migration

Our Contact Centre Consultancy services provides a logical, phased approach to support all elements of a multi channel / omni channel contact centre software rollout. Our consultants can help organisations design their customer journey from any starting point, help document business needs and support change management for the implementation.

Features

• User Adoption for Contact Centre
• Contact Centre Workforce analysis
• Bespoke contact centre training plans and content
• Contact Centre Procurement
• Ongoing discovery and contact centre consultancy
• Contact Centre Implementation including data collection
• Multi channel and omni channel contact centre design
• Contact Centre Training needs analysis
• Contact Centre Strategy
• Contact Centre Migration

Benefits

• Enhanced Productivity; empower employees to use technology effectively
• Maximised ROI; fully utilise available tools and features
• Reduced resistance to change; embrace change leading to smoother transitions
• Improved User Satisfaction; feel confident and engaged, contribute more positively
• Risk Mitigation; inadequate adoption can lead to operational disruptions
• Strategic Alignment; support business strategies and drive desired outcomes
• Upskilled / trained staff
• User Adoption / Change Management for Contact Centre
• Flexible to individual needs and budgets

£650 to £950 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zoe.oneill@cloud9bs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

109912891410148

Contact

Zoe O'Neill
01442979910
zoe.oneill@cloud9bs.co.uk

Planning

• Planning service: Yes
• How the planning service works: Our Contact Centre consultancy service is hinged on the planning phase, the initial discovery and subsequent documentation of findings lay the foundations of a contact centre technology roll out. These phases, allow organisations to confidently procure and implement new contact centre software knowing what features, tools and services are required to support overall contact centre strategies or provide the basis for technology providers to design configuration documents ready for roll out.; ; Our process supports a number of discovery sessions covering the following key elements:; • Discovery workshops with Senior Leadership to identify strategic objectives; • Discovery workshops with agents and supervisors to review working processes, identify any challenges and understand their priorities. ; • Agent Observations to review current workflow processes with a view to streamline using technology.; • Review and documentation of proposed customer journey across all supported communication channels; • Understanding key performance indicators for each department to ensure settings flow back into analytics; • Training needs analysis to design a bespoke training content and materials to support user adoption and change management; • Data gathering of specific contact methods and associated parameters ready for contact centre set up
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Multi / Omni channel contact centre
  • Voice Contact Centre
  • Multi vendor service
  • Avaya
  • AudioCodes Voca CIC
  • Puzzel
  • Genesys
  • Landis Technologies
  • Microsoft Teams Contact Centre
  • Microsoft Contact Centre

Training

• Training service provided: Yes
• How the training service works: We recommend that training is delivered prior to go live to ensure all users are prepared and confident for the switchover. Training sessions are held close to the live date to ensure details are not forgotten and where possible allow users to gain familiarity with the solution on the days leading up to the go live. ; Training can be delivered in a variety of ways including expert led webinars, interactive online training sessions or in person delivery, however, interactive online training sessions encourage more engagement from end users improving the learning outcomes. ; As part of our engagement, Cloud9 Business Services will request an agent log from your contact centre solution, ideally, with access to a test queue. ; Having this log in enables us to create a training environment for materials like documentation and end-user videos. Agents can practice in a setting that mirrors their actual work environment. By using their own system, agents become familiar with the correct look and feel, including permissions, agent settings, and call queue names. This familiarity ensures that knowledge is directly applicable to their job roles. Engaging with a training partner like Cloud9 Business Services goes beyond relying on vendor generic training materials.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Multi / omni channel contact centre
  • Voice Contact Centre
  • Multi Vendor Service
  • Puzzel
  • AudioCodes Voca CIC
  • Landis Technologies
  • Genesys
  • Avaya
  • Microsoft Teams Contact Centre
  • Microsoft Contact Centre

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our service encompasses business consultancy and training for contact centre implementations, whether part of a new contact centre technology roll out or simply optimising existing technology, our programme tailors a personalised strategy for your organisation. ; Our contact centre consultancy programme identifies four key project phases; Discovery, Documentation, Delivery & Go Live and Maintain & Evolve. ; ; Discovery and documentation are key phases focused on planning. Discovery workshops allow key outputs to be produced including the mapping of the customer journey across all channels. This will feed into a high level design documenting the required contact centre objects and their settings required to meet the overall functional needs of the customer journey. ; ; Delivery and go live phases focus on user acceptance testing (UAT), training and go live support. UAT follow custom test plans and are often completed in conjunction with key stakeholders with the aim of checking that the system set up works as expected and ultimately meets the initial business strategy and objectives.; ; Our team build a bespoke training plan aimed at improving user adoption of the technology. This includes pre installation training focused on technical and process changes and the provision of agreed training materials including quick guides and videos.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Multi / omni channel contact centre
  • Voice Contact Centre
  • Multi Vendor service
  • Puzzel
  • AudioCodes Voca CIC
  • Landis Technologies
  • Genesys
  • Avaya
  • Microsoft Teams Contact Centre
  • Microsoft contact centre

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Cloud9 Business Services brings extensive expertise to the table when it comes to testing contact centres. We create and follow a customised test plan, tailored to your organisation’s unique configuration and customer journey. ; ; A benefit of User Acceptance Testing (UAT) is the possibility to identify any changes or issues prior to go live to facilitate a speedy resolve. Seeing the service in real time can lead to some natural decision changes which can then be captured, documented and updated in the configuration. ; Our focus extends beyond technical functionality. We align our testing with your original strategic objectives. By assessing all key features, we ensure they operate as intended, contributing to your overall project success.; ; Our team will review soft skills gained in advance of go live to ensure all end-users are ready and confident to use the contact centre and as intended. Success criteria is agreed at the beginning of a training programme, along with the learning objectives. Training feedback is gathered via a bespoke feedback form.. ; The feedback is reviewed by our team, together with you, to identify any areas that may need to be followed up, for example, additional supporting documentation, drop-in sessions or additional training sessions.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: We provide consultancy and training services and therefore a traditional technical support model is not applicable. Technical issues / faults remain with your technology provider.; However, our contact centre consultancy service is built in phases and we believe the final phase, “Maintain and Evolve” is key for ongoing support of contact centres.; Technology and customer requirements evolve over time impacting your agents and customer journey. As your contact centre grows, new challenges emerge, and business processes change. We believe that maintaining and evolving technology post-installation ensures resilience, security, user satisfaction, and long-term success of a technology investment. Our process ensures that the technology remains aligned with your current needs. By adapting and evolving, you can address emerging issues and seize new opportunities.; Cloud9 Business Services support this phase with regular reviews and recommendations based on ongoing discovery, statistical analysis, technology developments and ongoing learning support in the form of up to date training materials.

Service scope

• Service constraints: Our project methodology embraces a people and technology approach. We are providing contact centre consultancy, user adoption and training and are not supplying or deploying contact centre software nor are we providing technical support. Any installation, policy or technical requirements and changes are the responsibility of the client and/or their technology provider.; ; Some discovery sessions and training courses are only available as remote sessions due to the location of our trainers.

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Support levels: We support your contact centre via our maintain and evolve phase, a continuous process to consistency improve the customer journey and contact centre agent experience. ; Contact centre technology and customer requirements evolve over time. As your contact centre grows, new challenges emerge, and business processes change. We believe that maintaining and evolving technology post-installation ensures resilience, security, user satisfaction, and long-term success of a technology investment. Our process ensures that the technology remains aligned with your current needs. By adapting and evolving, you can address emerging issues and seize new opportunities.; This is achieved through reporting and performance analysis, regular reviews and recommendations involving consultancy days, ongoing discovering and senior leadership meetings and finally via ongoing learning and support.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Advancing Sustainability Through Cloud-Based Solutions ; ; Cloud-based solutions play a pivotal role in curbing carbon emissions within the IT sector. By harnessing ultra-efficient data centres powered by renewable energy, cloud service providers contribute to a greener digital landscape. Additionally, the surge in hybrid and remote work arrangements has the potential to conserve energy and reduce emissions, positively impacting individual carbon footprints. ; ; At Cloud9 Business Services, we actively combat climate change by promoting remotely held discovery workshops and training sessions. By doing so, we minimise our own carbon footprint and potentially our attendees too. ; ; Our comprehensive services empower clients to embark on digital transformation projects, enabling flexible and remote work solutions. Here’s how we make a difference: ; ; User Adoption Program: ; ; We facilitate collaborative work in remote environments through tools like MS Teams and SharePoint. Users learn to leverage these platforms effectively, enhancing productivity and teamwork. ; ; Contact Centre Consultancy: ; ; Organisations can extract maximum value from their contact centre solutions, including in a remote work setting. Our consultancy ensures seamless customer interactions and efficient operations. ; ; Agility for Changing Markets: ; ; In today’s collaborative and hybrid work landscape, adaptability is key. Our services empower users to work efficiently and collaboratively from any location. ; ; Together, we help drive sustainability, foster innovation, and champion a greener future for businesses and individuals alike.

  Covid-19 recovery

  Accelerating COVID-19 Recovery with MS365 Training ; ; Our services play a crucial role in aiding COVID-19 recovery by equipping businesses with the necessary tools. Here’s how we contribute: ; ; Future-Proofing Businesses: ; ; We provide training and consultancy services that empower organisations to adapt swiftly. By future-proofing their operations, businesses can navigate uncertainties effectively. ; ; Digital Transformation for Resilience: ; ; Our digital transformation services enable seamless operations in the face of disruptions. Organisations continue to function with flexible and remote work solutions. ; ; For instance, our MS Teams Voice migration facilitates communication from remote locations or within hybrid work environments. ; ; User Adoption Program: ; ; In a remote setting, collaboration is key. Our program encourages collaborative work using MS Teams and SharePoint. Users become proficient in these tools, enhancing productivity. ; ; Optimising Contact Centres: ; ; Even in remote work scenarios, organisations can extract maximum value from their contact centre solutions. Our Contact Centre consultancy ensures efficient customer interactions. ; ; Agility Amid Market Changes: ; ; The collaborative and hybrid working landscape demands agility. Our services empower organisations to respond swiftly to market conditions, staying competitive. ; ; Together, we help pave the way for resilient recovery and sustainable growth.

  Tackling economic inequality

  Empowering Economic Equality Through Microsoft 365 Training and User Adoption ; ; At our organisation, we recognise that economic inequality can be addressed through strategic training. Here’s how our Microsoft 365 training services contribute: ; ; Small Business Growth and Development: ; ; We provide training and consultancy services specifically tailored for small businesses. By enhancing their skills and knowledge, we empower them to grow and thrive. ; ; Small businesses play a vital role in local economies, and our support ensures their continued success. ; ; Skills Gap Bridging: ; ; Our training services focus on addressing skills gaps within organisations. By upskilling employees, we enhance productivity and enable businesses to remain competitive. ; ; When employees are well-trained, they contribute more effectively to their organisation’s success. ; ; Individual Career Advancement: ; ; Investing in training is an investment in oneself. For individuals, it means improved skill sets and career growth. ; ; Whether it’s mastering Microsoft 365 tools or developing soft skills, training opens doors to new opportunities. ; ; In summary, our Microsoft 365 training programs foster economic equality by empowering businesses and individuals alike.

  Equal opportunity

  Promoting Equal Opportunities Through Microsoft 365 Training ; ; Our training courses play a pivotal role in fostering equal opportunities. Here’s how: ; ; Skill Development and Role Understanding: ; ; We empower individuals to develop new skills and gain a deeper understanding of their roles. ; ; Enhanced performance opens doors to growth and advancement. ; ; Accessibility-Centric Approach: ; ; Our training materials are crafted with accessibility in mind. ; ; For those with visual impairments, our training can incorporate features like keyboard shortcuts and present content with large mouse pointers and fonts. ; ; Together, we create an inclusive learning environment that allows everyone a fair chance to thrive.

  Wellbeing

  Boosting Wellbeing Through Microsoft 365 Training and User Adoption ; ; At our core, we are passionate about empowering organisations to thrive. Recognising that your people are the backbone of any organisation, we emphasise the importance of training. Here’s how our Microsoft 365 training contributes to overall wellbeing: ; ; Skill Enhancement for Individuals: ; ; Our training programs equip individuals with the knowledge and tools they need to excel. When employees feel competent and confident, their overall wellbeing improves. ; ; Whether it’s mastering Microsoft Teams, enhancing collaboration in SharePoint, or streamlining tasks in Outlook, training positively impacts daily work life. ; ; Strengthening Organisational Health: ; ; A well-trained workforce translates to a healthier organisation. By addressing skill gaps and fostering digital literacy, we enhance business wellbeing. ; ; Organisations that invest in training create a positive work environment, reduce stress, and promote employee satisfaction. ; ; Holistic Approach to Success: ; ; Our training extends beyond technical skills. We emphasise soft skills, stress management, and work-life balance. ; ; When individuals thrive, the entire organisation benefits, leading to sustained success. ; ; Together, we help champion a culture of learning, resilience, and wellbeing within your organisation.

Pricing

• Price: £650 to £950 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zoe.oneill@cloud9bs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.