TTEC CONSULTING (UK) LIMITED

TTEC Digital Genesys Cloud CX

With Genesys Cloud CX, TTEC offers an all-in-one, Cloud native omnichannel contact centre platform, offering enterprise grade reliability and scalability. As a Gartner® Magic Quadrant™ leader, the subscription based platform offers all relevant channels including voice, chat, social media, BOT’s; includes WFM, Automation, Artificial Intelligence, Gamification, Marketplace and comprehensive API’s.

Features

• Voice Automation: Interactive Voice Response, Voice BOT’s, Natural Language Understanding
• Universal, flexible routing logic across media channels, Skilled Based Routing
• Omni-Channel: Voice, Campaigns, Web Messaging, Social Media, Email, Callback
• Analytics: Real Time and Historical Reporting, Dashboards, Surveys, Sentiment Analytics
• Quality Management: Call Recording, Screen Recording, Interaction History, Knowledge Management
• Workforce Management: Scheduling, Mobile App, Gamification, Training
• Open Platform: API-based, Enterprise Grade, Scalable, Micro-Services Architecture, CRM Integration.
• Intuitive Management: Low-Code/No-Code approach, Flexible Integrations, On-Line help
• Security: Secure flows, PCI DSS, Roles and permissions based access
• User Friendly: Single Sign-on, Intuitive UI, CRM Integration

Benefits

• Reduced AHT, call time, and volume (AI/ML, IVR, and bots).
• Reduced TCO & increased reliability through Cloud native architecture
• All-in-One platform avoids need for complex integrations and sub-systems
• Usage & feature bundle based pricing, aligned with business demand
• Platform grows with business needs, 400+ new features in 2023
• Positioned as Leader in Gartner® Magic Quadrant™ for CCaaS
• Evergreen platform, future proof with +300M R&D in 2023
• Improve CX and business efficiency by automation and AI
• Marketplace provides wide range of 3rd party integrations
• Fast time to market due to intuitive and flexible administration

£3.50 to £161.00 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 Olivia.Shaw@ttecdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

144106747885558

Contact

Wayne Kay
0113 5432620
Olivia.Shaw@ttecdigital.com

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: Genesys Cloud can be used as a standalone solution as well as in conjunction with Direct Routing for Microsoft Teams, Genesys Cloud also integrates seamlessly with cloud instances of CRM such as Salesforce & MS Dynamics. Optional WFO (WFM and QA), messaging, chatbot, conversational AI and knowledge management are available.
• Cloud deployment model: Public cloud
• Service constraints: TTEC Digital Managed Services plans are constrained to the tier the client chooses. Tiers are Essential and Plus.
• System requirements:
  • 64-bit operating system
  • 4 GB RAM minimum (8 GB RAM recommended)
  • Dual-core processor
  • 400 MB hard drive space (required for the desktop app)
  • Desktop app: Mac OS two versions previous to current release.
  • For the desktop app: Windows 10 or 11
  • Windows— 7, 8, and 10 Chrome or Firefox
  • JavaScript must be enabled
  • Minimum screen resolution: 1024 x 768
  • Web app: Desktop OS that meets the other system requirements.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 – Emergency: Response Time – Immediate (working hours 24x7x365).; P2 – High: Response Time – Immediate (Monday to Friday, excluding holidays).; P3 – Medium: Response Time – Initial contact 4 hours, follow up service level – 3 days (Monday to Friday, excluding holidays).; P4 - Low impact – Initial contact 4 hours, follow up service level – 5 days (Monday to Friday, excluding holidays).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Managed Service plans: ; Essential: ; Client Success Management; EBR: Annual; Outcome plans: Annual updates; Platform usage: Bi-annual reports; Incident Management; Genesys Cloud break/fix support ; Genesys engagement and escalation; TTEC IP break/fix support; Platform Adoption; 60 hours per year:; New feature rollout; Admin platform enablement; Weekly distribution and monthly webinar of TTEC vetted features and capabilities; Plus:; Includes all Essential Plan and ; EBR: Bi-annual; Outcome plans: Bi-annual updates; Platform usage: Quarterly reports; Single point of contact (BYOC/Telco); Technical Account Manager (incident) ; 100 hours per year:; Moves/Adds/Changes
• Support available to third parties: No

Onboarding and offboarding

• Getting started: As a Platinum Partner of Genesys and Genesys Global Cloud Partner of the Year, TTEC are fully accredited in all aspects of supporting customers on the platform with over 400+ Genesys accreditations. TTEC trainers will train your key resources, ( e.g. Team Leads, Trainers, Administrators) with a train-the-trainer approach. This is offered most often prior to UAT to ensure your UAT testers are able to effectively complete test scripts and your trainers can prepare their end user training. Your trainers then complete preparations for their end-user training during deployment. TTEC can offer end-user training if Hot Topic decides they want to add that option. TTEC also provides both private and public training programs as needed to provide ongoing training as refresher courses or for new hires. ; ; Genesys also offers online training at; https://training.mypurecloud.com
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS PowerPoint
  • Video Format
• End-of-contract data extraction: Customer has access to configuration and management tools with export functions. Specific additional data elements or bulk exports may accessible via API’s. TTEC Digital will work with customer to agree on a chargeable data export plan.
• End-of-contract process: When a customer is ready to move services off the Cloud Contact Centre platform, the off-boarding process is designed to ensure a seamless migration that minimises risk and disruption to the Buyer’s services.; ; The buyer is responsible for moving away from Genesys Cloud including all costs associated with sourcing a new provider and any porting charges if they are moving their telephone numbers from to a new provider. The buyer is also responsible for migrating any data they require from Genesys Cloud and must assume cost liability for this.; ; The infrastructure (hardware/software) in the Cloud will be decommissioned, Buyer documentation archived, account(s) disabled, Quality Management (QM) data, if applicable, for the contracted retention period is SFTP’ed to the identified customer SFTP site. It is then destroyed. Retained reporting data for the contract period is extracted and SFTP’ed to the identified customer SFTP site. It is then destroyed. No customer data is retained.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The TTEC Digital web-based customer self-service support portal is accessed through redemption of a secure invitation code sent directly to authorised personnel within the client business. Once registered, clients can open new support cases, and view existing support cases, priority, status, assigned contacts, case owners, date of creation and any updates provided by the TTEC Digital support engineering team.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Genesys is committed to a more inclusive customer experience and is continuously working on enhancing accessibility in Genesys Cloud. As Genesys adds features with accessibility standards in place, a Voluntary Product Accessibility Template (VPAT) documents. VPAT documents describe compliance with Web Content Accessibility Guidelines (WCAG). Accessibility compliance is evaluated through manual and automated testing. Manual evaluation methods include use of screen readers such as VoiceOver, NDVDA, and JAWS. Apart from automated tools, browser plugins such as axe and accessibility insights are used for automated testingAgent/Supervisor and Administrator portal services are accessed via a PC browser.
• API: Yes
• What users can and can't do using the API: Genesys Cloud has a broad number of mechanisms for integrating applications and data.; ; API integrations are used to invoke general Genesys Cloud functions. They are all REST-based and mostly use a synchronous request-response approach for API invocations. e.g Genesys Cloud user and telephony APIs to build a provisioning workflow that will add a user and a WebRTC phone every time a new employee is provisioned within an organisation's employee directory.; ; Data integrations consist of APIs used to retrieve or synchronise data from Genesys Cloud to your internal applications or data stores. These integration approaches include event-based messaging and REST-based services that can perform a variety of tasks, including ad-hoc queries, near-time data synchronisation and asynchronous data exports.; ; UI Integrations, consist of Javascript-based components and REST APIS for embedding and building Genesys Cloud functionality directly within your own applications. This integration category also includes a WebRTC SDK to integrate WebRTC call controls directly in your UI and a chat API to integrate chat from your web applications with Genesys Cloud.; ; Additionally, SDKs for JavaScript, Python, Ruby, and C# are available to help simplify integrations to Genesys Cloud and are available in the Developer Centre; https://developer.mypurecloud.com/api/rest/client-libraries/.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Genesys Cloud CX offers a level of real-time assembly and orchestration across the four composable CX building blocks that no other platform can match.; ; Think of it as LEGO® bricks for product ecosystem marketplace development orchestration your business that are easily added, removed, changed, or exchanged to create and evolve unique experiences that leave customers and employees feeling happy.; ; You’re not forced to choose between a powerful development environment and a rich product set. You get both. And you get a robust set of ready-made apps and simple integration methods for connecting your CX/EX ecosystem.; ; Genesys Cloud CX is an open and flexible REST API based cloud platform which enables customers to mix and match the largest set of innovative all-in-one productised capabilities – digital, voice, AI, WEM, self-service, outbound, reporting and analytics, UCC and voice services – with rich APIs, integration methods and dev tools to rapidly compose data, systems and channels to quickly deliver experiences customer and employees won’t find anywhere else. This enables fully leveraged business application technology investments, and seamlessly connect them to the contact centre. These customisations can be carried out by any user with the correct roles and permissions.

Scaling

• Independence of resources: Genesys Cloud is built on AWS microservices. With microservices, we solve complex problems with simple, stateless objects. Microservices architecture also provides virtually unlimited scalability across thousands of servers across multiple, geographically diverse data centres.; ; Most Genesys Cloud services use an ELB with an auto scaling group. Genesys Cloud distributes load and monitors groups according to service-specific policies. When we exceed a threshold policy, the group automatically adds or removes additional resources, as needed. E.g. if an organisation suddenly needs to send a million faxes, the associated microservices automatically scale to meet the demand without impacting other functionality or other tenants.

Analytics

• Service usage metrics: Yes
• Metrics types: Performance metrics: total calls handled, average handle time, service level adherence, agent productivity.; Individual agent performance: total calls handled, average handle time per agent, occupancy rate, customer satisfaction scores.; Performance customer service groups, providing metrics including average wait time, queue abandonment rate, service-level attainment, queue occupancy.; Call volume trends: users to analyse patterns and fluctuations in call volume to better allocate resources and staff.; Service level targets, providing metrics, including average speed of answer.; Percentage of customer inquiries/issues resolved on the first contact.; Rate at which callers abandon their calls while waiting in queue.; Performance of interactive voice response systems.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: TTEC Digital Services: https://ttecdigital.com/services

Staff security

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

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: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data stored in the S3 bucket is encrypted using Genesys Cloud’s encryption algorithm which uses strong 3072-bit public/private key pairs to create unreadable records that may be safely stored off-premises. The use of long and strong cryptographic keys provides an effective defense against brute force attacks. Public and private keys in a pair are mathematically linked. The private key is used to decrypt anything encrypted by its corresponding public key. For more information, visit:; https://rcstaging.wpengine.com/articles/encryption-keys-page/
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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 export approach: Genesys Cloud CX leverages a REST API data model where users can export data from selected views as a CSV file or a PDF report delivered to your inbox in Genesys Cloud CX. You can export all the data from a view or export only the data from selected columns. The CSV files can be opened in spreadsheet software, such as Excel, and the PDF report can be opened in a PDF reader. For further information please see https://help.mypurecloud.com/articles/export-view-data/
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
  • WAV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • WAV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Client to cloud connectivity, including both data and voice (PSTN), occurs over private connections. Buyers have multiple options for how they wish to extend their networks into the cloud, but through this model, it is assured that all connections are private. The Business Partner Boundary (BPN) represents where the client voice and connectivity is established into the cloud. All boundaries are separated from one another through placement of firewalls and Intrusion Prevention Systems (IPS). Web Application Firewalls (WAFs) are used as an additional layer of security within the DMZ boundary to protect systems who are consumers of external interfaces.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: TTEC expects employees and other users, such as independent contractors, lenders, alliance partners, vendors, clients, etc. (together “Users”) of TTEC computers, network access, databases, telephone systems, etc. (together the ""TTEC Global Network”), to protect TTEC, its clients and client’s customer’s information. This policy is based on three guiding principles:; ; 1. Availability ensures that TTEC information is accessible when and where it is needed.; ; 2. Integrity ensures that TTEC information is accurate and has not been exposed to unauthorised modification or disposal.; ; 3. Confidentiality ensures that we seek to limit access to TTEC information to only those with a need-to-know.

Availability and resilience

• Guaranteed availability: Scope. This Genesys Cloud Service Level Agreement (“SLA”) is a policy governing the use of the Genesys Cloud Service, and is made part of the Genesys Cloud Terms and Conditions (or other master agreement governing Customer’s use of the Genesys Cloud Service entered into between the parties)(the “Agreement”). In the event of a conflict between the terms of this SLA and the terms of the Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.; ; Provision of Service. Genesys will make the Genesys Cloud Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for any unavailability caused by circumstances beyond Genesys’ reasonable control, including failure or delay of Customer’s Internet connection, misconfiguration by Customer or any third party acting on Customer’s behalf, issues on Customer’s network, or telecommunications services contracted directly by Customer (collectively, “Uptime Exclusions”).
• Approach to resilience: Genesys Cloud CX will be hosted in the AWS London region, which contains three (3) redundant data centers called availability zones that provide complete redundancy, load balancing, and backup for Genesys Cloud and all the customer data. DR plans are in place to replicate for complete geo-redundant fail-over. ; ; AWS regions; ; Genesys Cloud is deployed in multiple, independent AWS regions around the globe. Each region consists of multiple Amazon “Availability Zones,” each of which is comprised of one or more physical data centers. Redundancy is built into the fabric of the system even at this level, with each Availability Zone having separate power, backbone network connectivity, replicated data memory, and (in some cases) physical separation spanning tectonic fault plates. Customer data is replicated across the zones and data centers within a region. The loss of an entire data center would only temporarily reduce capacity; the situation would automatically heal, and it would do so without any data loss. In addition to ensuring data durability, data sovereignty is also an important aspect for a cloud deployment. The Genesys Cloud architecture enables an organization to define its “region of record” to ensure that data doesn’t cross regional boundaries within our infrastructure.
• Outage reporting: Genesys Cloud has a World Class Architecture with Industry Leading Uptime and Stability. For the previous 12 months the region seeing the most new deployments (AWS Region US-West) has experienced 100% uptime. Anyone, (including non-customers) can browse to and and see uptime for all microservices(application components). The URL to view the real time and historical uptime is http://status.mypurecloud.com. On this page, customers can subscribe to updates and be notified of any service outages along with remediation plans and service restoration.; Genesys posts real-time statistics of up time and incidents regarding Genesys Cloud microservice operations around the globe at https://status.mypurecloud.com. Customers can subscribe to real-time updates via email at this page as well. Customers would also have access to support through our web portal, OnePoint, which would provide ability to check status and or make comments to open support tickets.

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)
  • Username or password
• Access restrictions in management interfaces and support channels: Genesys Cloud CX leverages a role-based permission model. Each role contains one or more permissions. Permissions allow users with any given role to do various tasks such as creating groups, setting up integrations, and supervising contact center activity. In addition to the default roles, custom roles can also be created as needed.; ; All features and user access is controlled by permissions that are assigned to roles and then roles are assigned to users. For additional details, visit: ; https://help.mypurecloud.com/articles/manage-roles-and-permissions-page/
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire Certification, Inc.
• ISO/IEC 27001 accreditation date: 15/08/2023
• What the ISO/IEC 27001 doesn’t cover: Certification available on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 12/12/2023
• What the PCI DSS doesn’t cover: Certification available on request.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2, Type II
  • HIPAA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: PCI DSS Level 1; SOC 2 Type 2; HIPAA; Cyber Essentials ; Cyber Essentials Plus
• Information security policies and processes: TTEC's Global Information Security (GIS) reports to the VP and Chief Information Security Officer. The GIS department is within TTEC’s Security, Resiliency and Governance organisation, reporting to TTEC's Chief Information Officer. ; TTEC’s robust Global Privacy, Risk, Compliance, Network, and InfoSec programmes are based on the guiding principles of: Availability; Integrity; and Confidentiality. These principles are achieved through defined policies, industry controls, with infosec and privacy trainings, and through the governance structure within our corporate GIS, IT, Legal and Risk Executives. ; TTEC’s policies/procedures comply with ISO 27002 compliance framework that standardise the following security elements: ; ; InfoSec Policy & Organisational Measures.; Asset/Data Classification.; Human Resource Security- Corrective Actions.; Physical/Environment Security.; Communication/Operation Management.; Access/Authentication/Password Management.; Data Encryption. ; InfoSec Acquisition Development/Maintenance.; Endpoint Security. ; Auditing, Logging, Monitoring.; Vulnerability, Penetration, Patch Management. ; Network Security, Configuration Management.; Applications, SDLC, Change Management.; Incident Response Management.; Security, Fraud, Ethics Code Training- Accountability.; BCP/DR. ; Global IT/Risk Management. ; Regulatory Compliance. ; ; TTEC performs periodic and annual, internal, and external independent, third party, qualified, industry compliance audits of the TTEC organisational controls and technology environments. TTEC continues to achieve ongoing industry compliance accreditation with PCI DSS (SL-1), ISO 27001, SOC 2 Type II (SSAE 18), Cyber Essentials Basic & Plus, and more.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our company employs an ITIL methodology in which we have a highly controlled change management process. System change windows are managed via a change control governance council that meets twice a week. Depending on the type of change, a change is operated based on a severity level as well as potential impact to the system. Notification of any changes that may have visibility to the end users are sent out with a minimum week notice.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Genesys uphold high security standards by use of:; ; • Centralised security information and event management (SIEM) to provide 24/7/365 Security Operations Center Monitoring and correlation between events and alerts; ; • Host-based intrusion detection system (HIDS); ; • Network-based intrusion detection system (NIDS); ; • Server anti-malware; ; • Server File Integrity Monitoring (FIM); ; • Centralised logging with anomaly detection; ; • Continuous monitoring improvement; ; • Third-party vulnerability assessments, both external and internal
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We continuously monitor service-level traffic and optimise the microservices based on usage levels and types of requests. All potential incidents are immediately investigated and dealt with in an appropriate manner.
• Incident management type: Supplier-defined controls
• Incident management approach: When an Incident is reported to the Global Service Desk (GSD) it will be logged, catergorised and prioritised (Priority one, two, or three). A ticket will then be created and email notification will be sent to all stakeholders.; ; All Incidents that require immediate resolution are considered Priority one incidents. Less immediate threats are remediated through a Priority two, or three ticket and all are discussed in monthly CIRT meetings.

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

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  TTEC Digital is deeply committed to addressing the urgent issue of climate change and taking proactive steps to minimise our environmental impact. We firmly believe in conducting business in a sustainable manner and actively encourage our employees, partners, clients, and suppliers to join us in this endeavour.; To achieve our sustainability goals, we have implemented various initiatives aimed at reducing waste, promoting energy and water innovation, and implementing reuse-reduce-recycle programmes. We also support and participate in initiatives that focus on preserving natural resources and ecosystems.; Our commitment to environmental responsibility is evident in our annual Environmental, Social, and Governance (ESG) Report, which provides a comprehensive overview of our sustainability efforts. This report, along with our ESG-related policies, can be accessed on our website: https://www.ttec.com/about-us/esg-growing-a-socially-and-environmentally-responsible-business .; One of our key initiatives is the promotion of a sustainable work-from-home platform, which not only reduces energy consumption but also encourages resource reuse. We have made significant investments in technology and infrastructure to ensure that our remote operations are environmentally friendly.; To ensure accountability and transparency, we have implemented shared ESG accountability among our senior management team, ensuring sustainability goals are integrated into our overall business strategy and decision-making processes.; Furthermore, we have developed a comprehensive Carbon Reduction Plan that outlines our commitment to achieving Net Zero emissions by 2045. Approved by our Executive Team, this plan can be accessed on our website: https://ttecdigital.com/pages/carbon-reduction-plan .; At TTEC Digital, we recognise the urgency of addressing climate change and are dedicated to creating a more sustainable future. By taking proactive steps and working together, we can make a significant impact in combating climate change and preserving our planet for future generations.

  Covid-19 recovery

  TTEC implemented a swift transition to remote working using our award-winning work-at-home model. This allowed all staff to continue their work from the safety of their homes. For those employees who still needed to work at physical sites, we implemented social distancing and safety measures. This included the implementation of directional markings and a strict schedule to ensure social distancing, temperature checks at entry points, and the installation of hand sanitising points throughout the office. We also organised entry and exit ways to minimise contact and posted health and safety reminders throughout. Regular surface disinfections were carried out to maintain a clean and safe environment.; Recognising the challenges of working remotely, TTEC Digital developed a series of videos and webinars to support staff in coping with isolation while maintaining their health. TTEC also provided targeted Covid-19 support and information through videos, such as those on self-isolating together and vaccine webinars.; Furthermore, our local recruitment team conducted research on candidate demographics in sectors highly impacted by redundancies during Covid-19, such as retail, hospitality, and tourism. This allowed us to target job advertisements and provide employment opportunities to those who were affected by the pandemic.

  Tackling economic inequality

  TTEC addresses UK economic inequality by implementing remote and hybrid location options that specifically supports disadvantaged geographies. ; This strategy aims to enhance individuals' digital skills by focusing on improving their digital aptitudes in specific areas. TTEC offers the "TTEC Talent" learning platform, equipped with cutting-edge technology, providing continuous courses in essential digital skills. Through this online portal, individuals can access a wide range of skills covering career development and performance management. It enables new employees to chart their career path by crafting personalised professional development plans, inclusive of free, top-tier training designed to lead to professional certifications. TTEC additionally offers grants of up to $4,500 (US) to help enable employees to complete courses taken toward a degree at fully accredited institutions.; Employees can discuss career path resources like the TTEC Mentoring Programme with a dedicated Human Resource representative.; In 2022, TTEC employees globally completed an average of 42 courses each, resulting in a total of 2.9 million courses and over 642,000 hours of career development and training. ; The recruitment process includes support for CV writing and interview preparation to help with access for all applicants. TTEC monitors diversity in the recruitment process, and Recruitment and HR are trained in ensuring inclusivity.; To ensure a diverse and representative workforce, we incorporate positive action initiatives into our recruitment and selection process. By placing advertisements in minority press, women-targeted websites, and other diverse platforms, we encourage underrepresented groups to apply. ; Our hiring process includes assessment elements that mitigates subconscious bias. After hiring, we provide programmes that focus on career paths for underrepresented people like our Employee Resource Groups. We also provide hardware and software accommodations to meet the different needs of individuals with various requirements.

  Equal opportunity

  TTEC upholds its commitment as an Equal Opportunity Employer, ensuring all individuals have equal access to employment opportunities without any form of discrimination. We actively seek to hire local talent and provide part-time and flexible working options to accommodate different needs. ; In 2022, TTEC Digital launched a complimentary programme aimed at imparting digital skills to individuals across the UK. The inaugural pilot course was held in Manchester. The objective is to facilitate access to learning in cloud computing, artificial intelligence, and other technologies for the next generation. TTEC is unwavering in its commitment to ensuring that all individuals in the UK possess digital literacy and receive training that prepares them and their communities for a future where technology plays a pivotal role in transforming operations and functions for companies, schools, and governments. This one to two-day workshop provides participants with access to a plethora of digital technologies such as the Power Platform. Participants who successfully complete the programme receive certification and can apply to our highly esteemed Digital University Programme, which offers a 12-week immersive course at no cost. Graduates of this programme emerge with comprehensive proficiency in critical areas such as business intelligence (BI), artificial intelligence (AI), and various programming languages and application programmes. Many graduates of this programme have successfully transitioned into full-time roles within our organisation, with 80% of these FTEs being women. ; Furthermore, TTEC has a Diversity, Equity & Inclusion (DE&I) Council, which brings together company leaders representing a range of ethnicities, nationalities, genders, abilities, and sexual orientations who advise TTEC management on DE&I best practices and supporting our Employee Resources Groups.; TTEC has been recognised for its commitment to inclusion, named as one of Forbes' Best Employers for Diversity and World's Top Female Friendly Companies in 2022.

  Wellbeing

  TTEC Digital offers a comprehensive health and wellbeing package to its employees. This includes private healthcare insurance through Vitality, which provides access to private healthcare facilities and treatments such as physiotherapy, online counselling, and major surgeries. This insurance also helps employees cover high or unexpected medical bills.; In addition, TTEC provides a comprehensive employee assistance programme that offers confidential life management and personal support services. This programme includes practical guides and resources for family, financial, and legal issues, education, and health. It also offers free telephone counselling services.; TTEC also prioritises the health and wellbeing of its employees by offering in-house courses, including a Mental Wellbeing course. This course helps employees develop coping mechanisms and wellbeing plans for both their work and personal lives. Its aim is to support employees in maintaining their mental health and overall wellbeing.; During the Covid-19 pandemic, TTEC enhanced its wellbeing offer to support employees in coping with isolation while maintaining their health. This included the development of a series of videos and webinars. The videos covered topics such as working in a team, while the webinars focused on working from home and staying sane. TTEC also provided targeted Covid-19 support and information through videos, such as those on self-isolating together and vaccine webinars.

Pricing

• Price: £3.50 to £161.00 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Cloud Invitation Offer; - No cost for qualified clients; - Access to 200 hours of Genesys Cloud CX 3 per month; - Full access to all Genesys Cloud CX 3 features; - Exclusive access to a personalised Genesys Cloud sandbox; - Dedicated support from an assigned TTEC Digital cloud architect

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 Olivia.Shaw@ttecdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.