Alscient Limited

Alscient Vonage Account Provisioning Services

Vonage is a leading provider of cloud communications including contact centre, unified communications and API. Vonage contact centre is recognised as leader in the Gartner Magic Quadrant with proven availability and security accreditations, Vonage ensures complete flexibility, scalability and reliability. Specialist in CRM integrations to: Salesforce, Zendesk, ServiceNow, Dynamics, SAP

Features

• Standard/intelligent IVR routing with AI, Machine Learning and Bots
• Omni-channel routing engine: voice, email, chat, video and SMS
• Full CRM Integration. APIs integrations include: SMS, WhatsApp and verification
• Outbound calling features: click-2-dial, dialler, outcome codes, cadence
• Call recording system, quality management, speech analytics and machine learning
• Real-time and historical reporting. call data analytics and insights
• Speech Recognition, Virtual agents, self-service and automated call handling
• Workforce Management Tool: scheduling, forecasting, real-time adherence, supervision tools
• Secure voice payment solution: PCI DSS Compliance payment solution
• Integrations (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)

Benefits

• Remote working: Unify the workforce via a web-browser
• Maximise return on investment quickly
• Disaster recovery and business continuity seamlessly built-in
• Increase first call resolution and reduce Average Handle Time
• Scale to service demands: flex usage to meet peaks/troughs
• Outbound efficiencies: increase pick-up rates save time with voicemail drops
• Effectively manage your contact centre with live contextual data
• Seamless integrations to business tools providing simplicity to agents
• Improve agent behaviours to drive customer satisfaction and performance
• Self-serve customers on the preferred channels: WhatsApp and Facebook

£750 to £1,250 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 government.frameworks@alscient.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

171757317831878

Contact

Alscient Sales Team
0113 8000 200
government.frameworks@alscient.com

Planning

• Planning service: Yes
• How the planning service works: Our delivery teams are often involved from the idea stage, sometimes working with customers to raise the idea as an opportunity for them.; We work through onboarding the project by ensuring a thorough understanding of the objectives and scope while starting to build the stakeholder relationships, after which, a clear strategy will form for the delivery plan, approach and tools.; Throughout the project we focus on collaboration to ensure milestones are hit, quality objectives met, and risks and impediments are effectively resolved.; Activities around service transition and the support to deliver, test and implement are supported by relevant teams who are experts in these areas.; We complete engagements with a review to determine lessons learned and future improvements.; We have experience delivering across a range of methodologies and recognise that for some deliveries an Agile Scrum approach is needed, and other times an Agile Kanban, Waterfall or Agile + Waterfall approach is the most appropriate fit for the project in hand.; We consider the customer, project objectives, technologies, and team alongside third party risks, legal and regulatory concerns, and future planned work before agreeing on the appropriate method.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Vonage Contact Centre

Training

• Training service provided: Yes
• How the training service works: Alscient provide training materials in the form of presentation slides and exercises, delivered in a set of train-the-trainer sessions. We can also provide user guides and videos to aid the training delivery across your organisation.
• Training is tied to specific services: Yes
• Services the training service works with: Vonage Contact Centre

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We believe the most successful companies will be those driving digital transformation across their organisation.; There are often good reasons why that pace of change cannot happen. This presents an opportunity to consider a strategy around cloud migrations.; An Alscient led cloud migration activity typically consists of a discovery and analysis phase to understand the challenges and key drivers. This can include migrating workloads to the cloud, optimising applications to remove legacy technologies and suppliers or simply replacing ageing infrastructure and services with a cloud solution. We aim to achieve this while supporting your target architecture and ultimately, taking you closer to your fuller digital transformation.; Once we understand your strategy and technology landscape, we work on driving out the opportunities for improvement and present each one supported by a business case and delivery plan.; An important element to Salesforce implementations is data migration. Our approach ensures that at the point of go-live, we have a guaranteed migration strategy. This is achieved by defining the migration strategy up front during design, providing dedicated environments for data migration during the build, and test data loads of increasing size and complexity throughout build and test, including a full load before UAT.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Vonage Contact Centre

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The aim for a successful DevOps service is to implement a pipeline that supports teams of developers working together to build high quality applications and services, efficiently, without being impeded by the work of others or having to wait for lengthy test cycles to complete.; Our developers build quality into their solutions by following best practice methods for code testing and follow Continuous Integration (CI) and Continuous Delivery (CD) standards. This agile best practice is well supported with a wide range to tools and services. Clear, concise, and unambiguous specifications, designs and requirements statements are, however, key to the success of any testing strategy.; Through a DevOps approach, we can build a test strategy and approach that will deliver great service, agility and ultimately, the confidence to deliver high quality solutions at speed for your organisation.; Quality Assurance starts in Design and continues through every iteration of development. Show and Tell sessions ensure visibility of progress and allow for improvements during the build. After the Development iterations we undertake end to end testing, then release into User Acceptance Testing.; During the User Acceptance Testing, we prepare a dedicated environment with associated data, and support the testers remotely or on site.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our focus in service is on customer satisfaction and we achieve this by following a rigorous process based on an ITIL approach.; We recognise the investment made in building the solutions that run your business and the importance of keeping them running.; Our team are experienced and certified across all areas of service delivery. We use the latest tools and technologies to support your systems and ensure the best approach is tailored and adopted for each individual service.; For new projects, our service teams are involved from the outset. We work with the project team to ensure all aspects of running and managing the live service are considered.; For existing services, our team will build a tailored plan to transition the service and bring it under our management and control.; During transition, our teams onboard the service so it can be well managed. The managed service comes to life at this stage and includes everything to ensure the service runs in accordance with business and user expectations.; We manage all aspects of the service from this point and ensure all incidents, problems, changes and improvements are delivered in accordance with your agreed expectations (SLAs).

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Between 15 and 60 minutes depending on priority.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Support levels: We provide an Account Manager on all G Cloud engagements with responsibility for ensuring customer objectives are met, and for addressing any issues with service delivery. Our Account Managers act as an escalation point, and can be reached via phone or email, to respond to issues beyond the control of the team providing the service

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Vonage

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: 14/09/2021
• 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: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our office is only using Green Energy (Electric) the building no longer uses gas. Our water meter is not held independently it is fed from the building main meter. We operate a flexible office policy and will continue to encourage our employees to drive less, walk, take public transportation, carpool, rideshare or bike to the office destination when possible. This not only reduces CO2 emissions, it lessens traffic congestion and the idling of engines that accompanies it. Alscient is a paperless office using the latest cloud technologies in our organisation. We will look to offset our carbon emissions by working with local councils and our landlord, recycling as many materials as possible in our office spaces and encouraging employees to recycle. We reduce business travel by air, rail, and road through effective measurement and encouraging digital working and collaboration across our organisation. We will continue to work closely with our landlord’s representative at Yorkshire House Leeds, West Yorkshire to conduct an annual trend analysis of our organisational Carbon Footprint. Working with our Landlord to support Local Council wellbeing initiatives that reduce carbon emissions cycling, discounted breakfast if walking, cycling, or running to work.

  Tackling economic inequality

  To tackle economic equality, we have taken measures since 2021 to address this resulting in exploring talent and diversity as an organisation and commenced new initiatives within the business to recruit from a wider range of sources, considering training programs such as The Officers Association, Tech Vets, AWS Generation, and Salesforce Pathfinder programs. This promotes our intention of overcoming the employment barriers for people wishing to change career or who may come from a disadvantaged background, thus supporting equal opportunities. All our employees are remunerated well above minimum wage threshold as well as benefiting from access to a range of benefits over and above their base salary including a contributary pension scheme, private health care and an employee share scheme. We do not employ anyone on zero hours contracts nor is it our policy or intention to do so. We are actively engaged in creating apprenticeship pathways to promote the opportunities for young people or people from a lower socio-economic background. Our approach to developing our workforce has always been to embrace diversity and hire the best people irrespective of age, gender, race or disability.

  Equal opportunity

  We are committed to the principle of equality and equal opportunities in employment. We are opposed to any form of less favourable treatment or financial reward through direct or indirect discrimination, harassment, victimisation to employees or job applicants on the grounds of age, race, religion or belief, marriage or civil partnership, pregnancy or maternity, disadvantaged background, sex, sexual orientation, gender reassignment or disability. And for the elimination of discrimination in pay between men and women who do the same work, or work of a similar nature or work of equal value. We actively promote equality and equal opportunities in our business to ensure that individuals receive treatment that is fair and equitable and consistent with their relevant aptitudes, potential skills and abilities. Employees will be recruited and selected, promoted and trained on the basis of objective criteria. Any employee who feels that he or she has been treated unfairly or subjected to direct or indirect unfair discrimination can raise the matter through the appropriate grievance procedure when every effort will be made to secure a satisfactory resolution. Any employee making a complaint of unfair discrimination will be protected from victimisation in any form. We will not discriminate against anyone who has a spent conviction under the Rehabilitation of Offenders Act 1974.

  Wellbeing

  We encourage our employees to understand the importance of their well-being and provide medical health insurance to our staff. We encourage our staff to use the ‘right to disconnect’ to ensure people maintain a work life balance. Holidays are evaluated to ensure people do take breaks regularly to balance their work and personal commitments. We hold virtual organisational meetings with everyone in the organisation on a bi-weekly basis to share knowledge, provide guidance and enhance motivations, giving praise and thanks for peoples’ efforts.

Pricing

• Price: £750 to £1,250 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 government.frameworks@alscient.com. Tell them what format you need. It will help if you say what assistive technology you use.