TTEC CONSULTING (UK) LIMITED

TTEC Digital Cisco WebEx Contact Center

Webex Contact Center is designed and built from its foundation as Software-as-a-Service(SaaS) cloud solution, best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security. As cloud-based subscription, it enables rapid time to market and time to new revenue while minimizing capital investment.

Features

• Flexible, Enterprise Scale supporting up to 1000 concurrent agents
• Digital first with support for text / SMS, social media
• Workforce Management, Call Recording with Analytics
• Administration web-based, self-service to manage interactions, employees
• Remote agent support for location independent working
• Open platform APIs
• Self-service IVR, Chat, AI, Bots, Web callback
• Journey Analytics, real-time, historical, dashboards live reporting
• Advanced ACD, Skills-based routing for all channels
• Integration to critical CRM and business applications

Benefits

• Meet complex security requirements with isolation of each instance
• Easily integrate with existing cloud/prem assets for investment
• Business users can quickly manage operations, freeing up IT resources
• Simple, Engaging Customer Interactions across multiple touchpoints
• Simple, Engaging Customer Interactions across multiple touchpoints
• Open architecture providing flexibility using new technologies
• Optimise the customer experience with self-service to empower customers
• Easily transition agents from on-site to remote or home locations.

£58.22 a user a month

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

Framework

G-Cloud 13

Service ID

175067503256674

Contact

Wayne Kay
0113 5432620
gcloud@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: Webex CC offers option with Call Control integrates with both cloud-based Webex Calling as well as Cisco Unified Communication Manager. Digital first with support for text / SMS, social media, chat, email, and inbound and outbound calling. Out of the box CRM connectors, knowledge management and AI are also available
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • High Speed Connectivity to the Internet.
  • Personal Computer with required resources minimum 2 GB RAM
  • Professional series headsets with USB connectivity.
  • Supported OS Microsoft Windows 10,Mac OS X, Chromebook

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical issues (i.e. inbound calls are not being delivered to agents or a Core Service is not accessible by all users) must be reported by Telephone Only, with a targeted response of 15 Minutes, 7x24x365. Problems will be worked by TTEC and Client until an acceptable workaround or repair is provided. Non-Critical issues (i.e. intermittent user issues or issues impacting less than 10% of users as well as questions related to feature functionality) may be reported by Web Self-Service, E-Mail or Telephone and have a targeted response of Next Business Day, 5x12 (Monday to Friday, 7AM to 7PM CST).
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Customers can access through chat request in web via TTEC provided portal
• Onsite support: No
• Support levels: "Basic Support is included in the Webex Contact Center subscription. No additional fees are required for Basic support with a software subscription. ; Enhanced and Premium Support are available for an additional fee. Refer to the service description for more information on Cisco Software Support.; Advanced Services are also available for Webex Contact Center, including advisory, design, deployment, training, adoption, and migration services."
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: TTEC offers remote train-the-trainer type training service. In addition to this, online user guides available on Cisco portal for further help.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: MS Powerpoint
• End-of-contract data extraction: At the end of the contract, call recordings, Workforce Management (WFM) database, historical databases for the ACDare exported via Secure File Transfer Protocol (SFTP) to a customer’s designated secure server.
• End-of-contract process: During negotiations, the contract will detail the agreed upon on-boarding and off-boarding processes.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Cisco Webex Contact Center is a web-based thin-client, next-generation Agent and Supervisor desktop. The intuitive, easy-to-use desktop design helps improve contact center representatives’ performance and satisfaction. Desktop features include: Support for voice, email, and chat channels, enhanced screen-pop user experience to improve Agent productivity, performance statistics for Agents to assess performance during the course of the day, customer interaction history, contact cards based on current customer interaction, integrated dial pad and access the directory.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We use Assistive Technologies during testing. For example, screen reader software, magnification software, etc. We also use different accessibility tools during testing. It depends on the products, the supported OS, and the applicable requirements, the correct tools and Assistive Technologies will be used.
• API: Yes
• What users can and can't do using the API: Webex Contact Center is based on an open platform surrounded by several APIs and interfaces. This allows it to easily integrate with other in-house and off-the-shelf applications to leverage existing systems and investments. This open platform also allows Webex Contact Center to integrate with other applications in the marketplace to create unique end-to-end solutions for customers. Webex Contact Center APIs allow third parties to develop software to leverage and extend Webex Contact Center capabilities. Webex Contact Center offers the following REST APIs: Contact data APIs (provides session-specific enhanced call data records), Reporting APIs (RESTful APIs for extracting bulk reports or individual records), CTI integration with CRM applications (supports CTI functionality, including screen pops and record retrieval), Third-party IVR integration (Integrate your existing IVR into the Webex Contact Center) and WFM integration
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: "Open and flexible cloud platform enables easy integration of the contact center not only with other Webex applications, but with other critical cloud applications such as Customer Relationship Management (CRM) and Workforce Optimization (WFO) platforms. ; You can start simply with just one channel, then add additional channels, or new features such as predictive analytics routing, Workforce Optimization (WFO), outbound campaigns, web callbacks, customer engagement analytics, or a speech-enabled Interactive Voice Response (IVR) as your business grows and your contact center needs mature. Webex CC is designed to scale with your contact center and business needs.; The open platform and flexible cloud architecture of Webex CC enables you to fully leverage business application technology investments, and seamlessly connect them to the contact center. Pre-built connectors for the most commonly used business applications embed the Webex CC experience within the business application for easy, real-time access to key customer information, all in one place."

Scaling

• Independence of resources: Cisco Webex Contact Center (Webex CC) is designed and built from its foundation as a cloud solution, Webex CC brings your business the innovation, flexibility, and agility of the cloud with security and scalability. Webex CC includes per tenant, public cloud components and multi-tenant capabilities. Each tenant is provided with their own instance of each application that lives on its own private network. A single instance of Webex Contact Center is scalable upto 1000 concurrent agents. The isolation of each instance and the private connections into a customer's dedicated instance guarantees that demand of other customers does not affect service.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex CC provides the Customer Journey Analyzer tool which can mine real-time and historical data from multiple data sources and systems to generate specific business views of the data. The Analyzer’s standard visualizations tie business data to traditional operational metrics, with visibility across both operational and business performance indicators in a single consolidated view. You can customize your Analyzer experience by creating dashboards that display your choice of visualizations and schedule Historical Reports for automatic distribution to email recipients.
• 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: Cisco Systems

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• 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: Via Secure File Transfer Protocol (SFTP) to a customers designated secure server
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: "The targeted Contact Center availability is 99.99%. Many restrictions apply. During the Term, Cisco shall use commercially reasonable efforts to achieve the Availability Levels set forth in the table included in the file wxcc-sla.pdf.; The Service Availability Level for a given Measurement Period is determined by the following calculation: period (in minutes) during which the Cloud Service is Operational, divided by the number of minutes in the Measurement Period.; Credits. If during a given Measurement Period the actual Service Availability Level falls below the defined Service Availability Level for the Customer, Cisco will provide the applicable Credit as a % of the Monthly Recurring Service Fee per the table below. The maximum credit due for any given Measurement Period will never be more than 5% of Monthly Recurring Service Fee."
• Approach to resilience: Cisco Webex Contact Center provides disaster recovery through the following methods: ; • Replication across multiple availability zones ; • Declarative state of deployment/configuration of all application and services ; • Intelligent distribution of requests via load balancer ; • Readiness/Liveliness probes ; • Circuit breaker configuration on all applications and services ; • Continuous network resiliency monitoring and testing ; • Automated retry logic at the infrastructure and application levels in event of failure ; ; Webex Contact Center data center infrastructure runs on cloud services. It is fully redundant with geographically distributed data centers running across all availability zones (AZs). The data centers all have 3 or more availability zones, meaning there is redundancy in feed, power, and other system resources. The AZs are located in:; • London (UK – 3 AZs); • Frankfurt (EU – 3 AZs); All real time components are distributed between these geo-redundant Data Centres, with additional voice Point of Presense (PoP) deployed globally. In the event of our data centres becoming unavailable, real time call handling is not impacted. Both data centre providers are Tier III/Tier IV (by Uptime Institute's definition).; We can check the status of the Webex contact center application in the Webex control Hub dashboard.
• Outage reporting: Cisco’s data center infrastructure for cloud services is fully redundant with geographically dispersed data centers. The system design is based on a highly redundant architecture to ensure high availability over a secure voice and data network. Each data centre is served by two Tier 1 ISPs-Level3 whose networks and operations are independent of each other. Peering issues between ISPs between users and the data centres are mitigated by having independent serving carriers. Multiple sites further mitigate these sorts of failures. Monitoring is provided from the core data centers to the endpoints to ensure system availability and performance.; At status.webex.com, customers can view information on any service incidents, maintenance activities, and service alerts. You can also sign up to subscribe to service alerts to be sent to them via email or text from this page.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Administrators, managers, supervisors, and agents who have been granted authorized Roles Based Access Controls (RBAC) can monitor real-time and historical information transacted on their specific tenant only through the Management Portal of Webex Contact Center
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The Certification Body of Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 8/10/2021
• What the ISO/IEC 27001 doesn’t cover: Cisco Webex Contact Center solution is built to the ISO/IEC 27001 certification specifications.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 23/11/2020
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: "The scope of the CSA STAR Certification is aligned to the scope of the ISO/IEC 27001:2013 certification that includes an information; security management system (ISMS) supporting the assets, infrastructure, processes, and personnel for (1) Cisco Webex App,; Webex Calling, Webex Control Hub, Webex Events, Webex Meetings, Webex Messaging, Webex Support, Webex Training, and; Webex for Developers and (2) Cisco Webex Contact Center with control implementation guidance from ISO/IEC 27017:2015 ,; ISO/IEC 27018:2019; including additional requirements and control guidance from ISO/IEC 27701:2017 for a privacy information; management system (PIMS) as processor, in accordance with the statement of applicability, version 2.3, dated August 20, 2021.; Scope includes services sold and also known as Webex Teams, BroadCloud Carrier, Webex Calling Carrier, and UCM Cloud."
• PCI certification: Yes
• Who accredited the PCI DSS certification: Certified by a third-party Attestation Of Compliance (AOC)
• PCI DSS accreditation date: Mar-21
• What the PCI DSS doesn’t cover: Credit card payments that are not made via the telephone are not covered by TTECs PCI services.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Health Insurance Portability and Accountability Act (U.S.A.)
  • General Data Protection Regulation via EU-US Privacy Shield
  • ISO 27001/27017/27018/27701
  • HIPPA
  • PCI-DSS V3.2
  • SOC-2 Type II & SOC 3
  • CSA STAR
  • GDPR (Self- attested)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: "The TTEC information security program has been designed to help protect the confidentiality, integrity and availability of Company and client information while enabling business and allowing information sharing in accordance with the Company's contractual and regulatory requirements. ; Regulatory requirements include Payment Card Industry Data Security Standards (PCI-DSS), the Health Information Portability and Accountability Act (HIPAA), ISO/IEC 27001.; Furthermore the Cisco Webex Contact Center hold accreditations in accordance with PCI-DSS v3.3, SOC 2 Type II, SOC3, HIPPA, ISO 27001,ISO 27017, ISO 27018, ISO 27701, C5 and CSA Star"

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: The security safeguards implemented for Webex CC services meet the policy and control requirements as set forth in Cisco Security Framework and are aligned with the Cisco Security and Trust Organization (STO). STO works to identify possible security issues with Cisco products and networks. Using the Cisco Notification Service allows Customers to subscribe and receive important Cisco security advisories for critical and high severity security vulnerabilities. This service allows Customers to choose the timing of notifications, and the notification delivery method (email message or RSS feed)reporting security incidents.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The Data Protection & Privacy team within Cisco’s Security & Trust Organization coordinates the Data Incident Response Process and manages the enterprise-wide response to data-centric incidents. The Incident Commander directs and coordinates Cisco’s response, leveraging diverse teams including the Cisco Product Security Incident Response Team (PSIRT), the Cisco Security Incident Response Team (CSIRT), and the Advanced Security Initiatives Group (ASIG).
• Incident management type: Supplier-defined controls
• Incident management approach: The Data Protection & Privacy team within Cisco’s Security & Trust Organization coordinates the Data Incident Response Process and manages the enterprise-wide response to data-centric incidents. The Incident Commander directs and coordinates Cisco’s response, leveraging diverse teams including the Cisco Product Security Incident Response Team (PSIRT), the Cisco Security Incident Response Team (CSIRT), and the Advanced Security Initiatives Group (ASIG). PSIRT manages the receipt, investigation, and public reporting of security vulnerabilities related to Cisco products and networks.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  TTEC strives to do business in a sustainable manner and is committed to reducing our environmental impact. We pro-actively support and encourage employees and suppliers to:; • Balance environmental impact by avoiding waste; • Engage in innovative energy/water uses and reuse-reduce recycle programmes; • Lead/support initiatives designed to preserve our planet’s natural resources. ; TTEC complies with environmental laws and regulations within our business operations. Our commitment is evidenced by our annual Environmental, Social and Governance (ESG) Report, available on our website https://www.ttec.com/about-us/esg-growing-a-socially-and-environmentally-responsible-business; This report demonstrates that in 2021 we increased our environmental focus efforts by forming an Environmental Focus Committee comprising TTEC leaders from across the globe. They have developed a consolidated view of ongoing regional efforts so best practice is shared, and a comprehensive strategy developed. In 2021 TTEC completed a selection process to identify an external partner to establish our Environmental Management System; with the purpose of providing measurement, reporting and governance on meeting our environmental objectives. Implementation of this project started in January 2022, and along with providing a baseline for reducing our Green House Gas emissions, it will allow TTEC to set science-based targets; and develop comprehensive environmental policies and programmes and a clear carbon neutrality goal timeline.
• Covid-19 recovery:

  Covid-19 recovery

  TTEC was able to use our award-winning work-at-home model to quickly transition all staff to a remote working solution. Social distancing and safety measures were implemented for any members of staff still working in physical sites, including implementing directional markings and a clear, strict schedule to allow for social distancing; implementing temperature checks at entry points; installing hand sanitising points throughout the office; organising entry/exit ways; posting health and safety reminders throughout the site; regular surface disinfections. During Covid-19, we enhanced our offer to support those working remotely and developed a series of videos and webinars to support staff to cope with isolation whilst maintaining their health. This includes: iThrive videos (e.g. working in a team); key wellbeing webinars (e.g. Working from Home and Staying Sane); and targeted Covid-19 support/information videos (e.g. Self-Isolating Together, Vaccine Webinar). Our local recruitment team also conduct research on candidate demographics in sectors highly impacted by redundancies during Covid (e.g. retail, hospitality and tourism) to target job advertisements.
• Tackling economic inequality:

  Tackling economic inequality

  TTEC is tackling economic inequality by reducing the digital skills gap by adopting remote and hybrid location strategy across the UK, targeting disadvantaged areas to provide digital skills development. We provide training to enable a digitally skilled workforce, and support unemployed people back to work, in collaboration with our partners: ReAct, Jobs Growth Wales, DWP, Women Returners, Bridge to employment and Job Centre Plus. Around 20% of our workforce are hired through these channels. TTEC will partner with firms specialising in providing apprenticeships to underrepresented groups in the UK, specifically people with disabilities and long term unemployed. Our ‘TTEC Talent’ learning platform embeds developments in technology to improve digital accessibility throughout our business, providing ongoing learning courses in digital foundation skills. 10% of our workforce have taken funded and certified further education to develop digital skills through these technologies, alongside internal career paths following modular training pathways for agile, programming and coding basics. We use potential testing to establish candidates with talent and potential over experience and formal education. This opens positions to those from disadvantaged areas and removes aspects of the recruitment process that favour privileged candidates. Our hiring process includes CV writing and interview preparation support to provide a level-playing field for all applicants. Our recruitment and HR team are trained in monitoring diversity in our recruitment process and track applicants from each source to ensure the diversity of candidates. Our Europe executive team regularly reviews DE&I data and have appropriate benchmarks and targets that apply to the business.
• Equal opportunity:

  Equal opportunity

  As an Equal Opportunity Employer, we aim to hire local talent and offer part time and flexible working. To establish a diverse, representative workforce appointing managers will incorporate ‘positive action’ initiatives into a recruitment and selection process. TTEC Places advertisements in minority press, websites targeted at women and other platforms targeting groups under-represented in our workforce. We include statements that encourage under-represented groups to apply. Our hiring process includes a digital assessment element to ensure the process excludes subconscious bias. Post-hiring, we have programmes that focus on career paths for underrepresented groups. We provide hardware and software to meet diverse user needs, supporting individuals with visual, auditory, physical, speech, cognitive, language, learning, behavioural or neurological impairment. We are signed up to the Government’s Disability Confident Employer Scheme and offer interviews to all disabled people who meet the criteria for the role. TTEC have a dedicated DE&I council to ensure a diverse and inclusive workplace comprising employees across geographies, ethnicities, genders, and sexual orientations to shape programmes that educate, mentor and encourage conversations about diversity. Through our DEI programmes, we offer education, mentorship, employee resource groups, webinars, and recognition events to celebrate the diverse and culturally rich community we employ in 22 countries on six continents. In 2020, TTEC was named a Best Company for Diversity for the second year in a row by Comparably and in 2021, our company was named as one of the 50 Best Places to Work by InHerSight.
• Wellbeing:

  Wellbeing

  TTEC has an established practice of gathering data to support employee health and wellbeing. Information is gathered through Bi-monthly surveys; Gamified rating tool (80%+ using weekly); Back to work interviews; Team meetings; Feedback sessions with managers. We use this information to build initiatives to support employee health and wellbeing and address inequalities, including: •Leadership mental wellbeing training, including pandemic specific training •Internal and external mental wellness support options •Flexibility in schedules to allow for leave/breaks e.g. religious, parent-related, etc •Facilities catering to a diverse workforce e.g. prayer room, mother room, wheelchair accessibility, equipment for visually impaired (DSA workstation assessments) •Cultural bias and self-advocacy awareness training •Confidential Wellbeing register of employees, to provide additional support (Employee Assist Program, customised equipment etc) •Health & wellbeing webinars. We also offer employees: •Medical & Life assurance, Reward & Recognition, Mind, Body and Social Programs •Access to resources and tools including Confidential counselling, Stress and Mental Health, Relationships, Grief and Loss, Legal Support and Finances •Workout and Recreation Workspaces

Pricing

• Price: £58.22 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Webex Contact Center provides customer specific trials

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