Mphasis UK Limited

Microsoft Dynamics 365 Customer Engagement

Mphasis Microsoft Dynamics 365 Customer Enagement provides an end-to-end solution for business transformation. It is made up of a suite of modern, intelligent applications to help organisations unify sales, customer service, field service, case management, intelligent lead marketing, omni-channel, call-centre, and advanced business reporting on a single platform.

Features

• Sales Management
• Case Management
• Customer Insights Journeys (Marketing)
• Field Service
• Omni-Channel and Call Centre
• Power Platform Business Intelligence
• Reporting Power Pages Portal Management
• Copilot AI

Benefits

• Better processes: streamline business processes leads to increased efficiency
• Automation: Automate routine tasks with AI for improved service delivery
• Public engagement: Dynamics 365 offers the public multiple channels
• User engagement: familiar Microsoft interface is easy to learn
• Less data entry: Any data needs only entering once
• Better data equals better reports: insightful BI reporting
• Customisable and Flexible: Dynamics 365 is highly customisable
• Data integration: consolidate multiple data sources for a unified view
• Security and Compliance: meet GDPR and regulatory requirements
• Scalability and Growth: scalability to support growth and evolving needs

£90 to £1,487 a unit a day

• Education pricing 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 Gaurav.Singh1@mphasis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

166701180272460

Contact

Gaurav Singh
+447424958499
Gaurav.Singh1@mphasis.com

Planning

• Planning service: Yes
• How the planning service works: Planning services for the Cloud Software solution implementation on D365 will be provided to the clients based on the business requirements and priorities set by the clients. Planning the cloud services would depend on number of users and instances of the software that client would require.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Dynamics 365
  • Finance
  • Supply Chain Management
  • Sales
  • Service
  • Field Service

Training

• Training service provided: Yes
• How the training service works: The training is specific to the Cloud Software Service that is provided to the Client's user base in a Train the Trainer model.The Training services are for all the modules of D365 solution that is implemented along with any other components that are deployed.
• Training is tied to specific services: Yes
• Services the training service works with: Microsoft Dynamics 365

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration of D365 solutions from On Premise to Cloud and also within Cloud movement like moving from Amazon Cloud to Microsoft Azure etc. are the possible services. Microsoft provided migration options coupled with Infosys expertise on the product and solutions will help in planning the migration from Cloud OR between Clouds.; ; Our User Centred Design approach is Cloud agnostic and has a comprehensive framework for migration to Cloud Services for all public Cloud providers. We will work with buyers to provide a range of services to help migrate to Cloud services. With 1000+ certified Cloud professionals, we have in-depth experience delivering new and large implementations and conducting migrations from clients' traditional or legacy solutions into Cloud solutions, including Hybrid, Private Cloud, AWS, Azure, and Google Cloud. Mphasis' Anything to Cloud set of offerings provides application transformation and cloud-based services to our clients. It is an end-to-end framework for assessing, planning and executing application migrations to Cloud.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Mphasis Microsoft Dynamics practice has the process in place for handling the Quality Assurance for the solutions built on Dynamics 365. Entire functional testing, System Testing and the System Integration testing will be handled by the delivery teams. For Performance testing, Microsoft gives assurance on the performance as D365 is hosted on Azure. In specific instances where we require to handle Performance testing, Mphasis can handle various types like Load testing, etc.; ; Mphasis is a CMMI Level 5 company and has a dedicated team for Quality which monitors the delivery & suggests the improvement areas for all customers. We optimize the product development life cycle with comprehensive Mphasis testing services to help you on the transformation journey to quality engineering. Our testing services provide transformation, modernization, and automation solutions by ensuring maximum reusability, ease of maintenance, better test execution, and enhanced reporting. As a result, we help provide a holistic solution and add more value to clients’ services. We are adept at delivering large, multimodal, QA-managed services engagements with proficiency in enabling DevOps via assets and accelerators and experience in agile engagements with methodologies BDD/TDD/ATDD. Mphasis has extensive capability and wide practice in a continuous delivery pipeline performance testing.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • CISSP
  • CISM
  • CISA
  • ISO27001 Lead Auditor
  • Security Product Certifications-CISCO, Checkpoint, CyberArk, Sailpoint, Oracle, Symantec etc.)

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Software services that are part of the support include the daily checks of the solution functioning, incident management, problem management and supporting the production instance for both Software and the Data.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support can be provided 24/7 or 9 to 5 according to project requirement. We work with the client to agree on the SLAs required
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: We can support with multiple options including 24x7 support and other. Support Model will be decided on agreement with client.
• Support levels: Support services are limited to the Software Solution that is hosted on Cloud. Any Cloud related issues will be handled by the Product Vendor Microsoft.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 31/10/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • CISSP
  • CISM
  • CISA
  • Security Product Certifications-CISCO, Checkpoint, CyberArk, Sailpoint, Oracle, Symantec etc.)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Mphasis takes climate change seriously and has created Climate emergency policies as part of our broader Health, Environment and Safety goals. We will ensure that in the course of our business activities, we will not only minimise our impact on the environment, but also enable each employee to contribute under the guidelines documented.

  Equal opportunity

  We practice gender-neutral policies related to recruitment, compensation, career progression and rewards & recognition. This is reflected through: 1. We have clear guidelines for determining salaries and pay scales, ensuring that compensation is based on objective criteria such as skills, experience, and job responsibilities. Transparency in salary structures allows our employees to have a better understanding of how their pay is determined, reducing the risk of pay disparities. Also, we keep promotions, rewards and pay rises are transparent. 2. Additionally, to identify and rectify gender pay disparities, we conduct regular pay equity audits. These audits involve analysing compensation data across distinct roles and levels, considering variables such as gender, race, and age. By identifying any unjustifiable pay gaps, we take corrective measures to ensure fair and equal compensation for all employees. 3. We encourage women leadership development by providing opportunities for skill-building, mentorship, and sponsorship, we support women's advancement into leadership positions. This not only bridges the gender pay gap but also enhances overall workplace diversity and inclusivity.

  Wellbeing

  Our dedicated D&I team runs various initiatives to provide further support for mental and physical wellbeing of our staff , their families and clients. We conduct various initiatives that gives the comprehensive view of the support that our staff are able to access.

Pricing

• Price: £90 to £1,487 a unit a day
• Discount for educational organisations: Yes

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 Gaurav.Singh1@mphasis.com. Tell them what format you need. It will help if you say what assistive technology you use.