Kerv Experience Limited

Genesys Cloud - delivered by Kerv Experience

Genesys Cloud delivers a feature-rich omnichannel contact centre solution for customer engagement. The modern intuitive UI provides advanced routing of omnichannel interactions, AI, speech-enabled IVR, Workforce Management, Quality Management, social channels and reporting. The solution delivers a full suite of telecommunication, consultancy, implementation and support services for improved digital experiences.

Features

• Contact centre (CCaaS) analytics and reporting
• Complete omnichannel contact centre, phone system and UC platform
• Digital customer journeys and speech analytics
• Customer self-service and IVR
• Workforce optimisation (WFO), Workforce management (WFM) and Quality evaluations
• Outbound dialler capabilities
• Omnichannel desktop
• System integrations including CRM integration
• PCI compliance
• Complete set of telecommunication, integration and support services

Benefits

• Gain clear visibility into customer interactions using contact centre analytics
• Seamlessly consolidate contact centre and business communications on one platform
• Master omnichannel touchpoints for personalised and consistent customer journeys
• Create personalised and conversational omnichannel self-service experiences to improve CX
• Achieve better employee engagement and contact centre efficiency
• Build contextual outbound proactive communications across multiple channels
• Make customer experience effortless for your teams with omnichannel desktop
• Improve CX by integrating your contact centre with existing applications
• Achieve PCI DSS Level 1 compliance with Kerv's integrated service
• Peace of mind with Kerv, nearing 100 Genesys Cloud deployments

£7.00 to £177.00 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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

Framework

G-Cloud 14

Service ID

185338544102334

Contact

Julian Barrow
02089407513
julian.barrow@kerv.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 cloud contact centre solution or in conjunction with Voxivo, the cloud phone system and UC platform as well as in conjunction with Direct Routing for Microsoft Teams, VoxicoCX, or any third party CRM or business application.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Please find below the supported web browsers for the solution and any constraints: ; • Microsoft Edge Chromium (requires current release); • Chrome (requires current release or one version previous); • Firefox (requires current release, one version previous, current ESR release, or transitional ESR release); • Limited support for Safari and Microsoft Edge (legacy); ; Genesys Cloud does not have any service constraints relating to planned maintenance due to the micro services architecture of the platform. Genesys Cloud is available 24/7/365.
• System requirements:
  • 64-bit operating system
  • 4 GB RAM minimum (8 GB RAM recommended)
  • Dual-core processor
  • JavaScript must be enabled
  • Minimum screen resolution: 1024 x 768
  • Desktop app: two versions previous to current MAC OS
  • Desktop app: Windows 10 or 11
  • 400MB hard drive space (required to install the desktop app)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Kerv have a 1 hour acknowledgement SLA on all email and online support tickets during normal business hours (8:30 to 18:00 Monday to Friday - excluding English public holidays) and an SLA of next business day + 1 hour outside normal business hours. Depending on the priority of the request, an SLA resolve time of 1 hour to 12 hours is in place. All tickets are logged and tracked through Kerv's ServiceNow ticketing platform.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our third party chat platform experience meets disability accessibility requirements and follows stringent industry standards, including ADA and WCAG 2.0 AA compliance. This applies to the Engagement Window, engagements and surveys for both the desktop and mobile web (iOS and Android). Detailed documentation can be found here: https://support.liveassistfor365.com/hc/en-us/articles/360006117234-Creating-Accessible-Engagements
• Onsite support: Onsite support
• Support levels: Kerv provides inclusive support for Genesys Cloud through the Service Desk team, which is responsible for Proactive Monitoring, Incident Management and Change Management. All of the cloud support engineers on the Service Desk are Genesys Cloud Certified.; ; Support levels are defined by the Priority level of the incident. A P1 incident is defined as affecting all users. A P2 incident is defined as affecting a group of users and a P3 is defined as an incident affecting one to a few users. ; ; Support levels are also governed by whether the incident occurs during the standard working day (8:30 to 18:00 Monday to Friday, excluding English public holidays). We aim to acknowledge a ticket within one hour of receiving it. After acknowledgment, a ticket is assigned to an engineer who then has a resolve target time. Kerv also offer a full 24/7 support desk for those customers that require it.; ; Kerv provides a Service Delivery Manager, Customer Success Manager and an Account Manager to all Genesys Cloud customers. In addition to this, a Technical Account Manager is also available on request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As a Premier Partner of Genesys and multiple-time Genesys EMEA Cloud Partner of the Year, Kerv is fully accredited in all aspects of supporting customers on the platform. We provide onsite and online training services during the project and contract lifecycle for all users and administrators of the platform, supported by online documentation and training videos from Genesys covering all features on Genesys Cloud. Training is bespoke for each customer, based on their needs. ; ; Kerv also run a full change management process to ensure user adoption is maximised. Customers can contact Kerv at any point if they require any further training or have any questions.; ; Genesys Cloud as a product is very well documented at https://help.mypurecloud.com/. There are also certification courses that can be taken through the Genesys University allowing users to become fully certified and trained on Genesys Cloud.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video format through our YouTube channel
• End-of-contract data extraction: The customer is responsible for acquiring all the data they need to keep via the Public API prior to terminating their contract. All data in Genesys Cloud can be queried via the platform’s Public API (including individual recordings).; ; Data of various types, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, wav). ; Other data of various types, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, wav).
• End-of-contract process: The buyer is responsible for moving away from Kerv and Genesys Cloud including all costs associated with sourcing 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 most common steps at the end of a contract are:; ; Kerv receives a termination notice from the customer.; ; Kerv starts the process to respond to the termination notice.; ; Terminated customers have 30 days after the termination notice to retrieve any customer data through individual downloads or the API.; ; 30 days after the termination notice, Kerv’s billing team sends a termination notification to Genesys to remove terminated customer data.; ; Between 30 days and 60 days after the termination notice, Genesys responds to the termination notification and removes the terminated customer’s data.; ; Genesys confirms that customer data has been removed from Genesys Cloud.; ; 60 days after the termination notice, Kerv informs Customer that their data has been removed from Genesys Cloud.; ; Kerv does not include data retention assistance services as standard; however, these can be quoted on a time & materials basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Genesys Cloud offers mobile applications for Collaborate, Communicate, Genesys Tempo™, and Supervisor.; ; Collaborate is a chat application that allows you to collaborate with your business colleagues.; ; Communicate is a telephone application that allows you to call your colleagues, partners, and customers from anywhere.; ; Genesys Tempo is a workforce management application that enables agents to perform the scheduling tasks.; ; Supervisor (iPad only) is an application that gives supervisors, managers, and executives access to key metrics and alerts.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Genesys Cloud is a web-based application, which customers securely access via web technologies. All User Interfaces (UI) in Genesys Cloud are web-based. This means there are zero client-side installs required with just a web browser required to access all functionality. ; ; The UI offers a centralised hub for call centre users, managers and administrators ; ; The user interface offers a centralised hub for call centre users, managers and administrators.; ; Genesys Cloud is a web-based application, which customers securely access via web technologies. All UIs in Genesys Cloud are web-based, built on platform independent and browser agnostic frameworks.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Genesys became the first customer experience vendor to recently provide accessible experiences through Be My Eyes = the mobile app and largest global community for the visually impaired. This expands the accessibility of customer service and customer engagement solutions to everyone needing it, demonstrating empathy in action.; On the Be My Eyes app, volunteers can assist visually impaired users through a live video connection and work together to tackle challenges. For example, if someone is trying to purchase allergy medicine in a pharmacy, they can make a video call through the Be My Eyes app, and a customer service agent can help them find what they’re looking for.; Also, Genesys provides a Voluntary Product Accessibility Template® (VPAT®) report from ITI to document conformance of widgets to WCAG 2.1 specifications. Widgets provide support for WCAG 2.1 Level AA for desktop and mobile web browsers.
• API: Yes
• What users can and can't do using the API: Genesys Cloud provides a RESTful application programming interface (REST API) to help users extend and customise the solution.; ; With the Genesys Cloud Platform API, users can control all aspects of the environment. They can access the system configuration, manage conversations and more. ; ; All functionality available through the Genesys Cloud UI are also available through a common set of API. ; ; Full details of available APIs can be found online (https://developer.genesys.cloud/)
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Through the rich set of APIs, Genesys Cloud can be used as a platform for customised usage . Further information on the available APIs can be found online (https://developer.genesys.cloud/). ; ; Administrators have the ability to customise every element of the configuration of the platform through the User Interface or through the use of APIs, including but not limited to, inbound and outbound multi-channel routes, agent skills, queue strategies and prioritisation levels, call and screen recording policies, WFM parameters, quality evaluation parameters, customer satisfaction surveys and reports and analytics. ; ; Administrators of Genesys Cloud have the ability to customise every element of the configuration of the platform including but not limited to inbound and outbound multi channel routes, agent skills, queue strategies and prioritisation levels, call and screen recording policies, WFM parameters, quality evaluation parameters, customer satisfaction surveys and reports and analytics.

Scaling

• Independence of resources: Genesys Cloud services use an ELB with an auto scaling group (ASG). Genesys Cloud distributes load and monitors groups according to service-specific policies (CPU for compute-intensive services, mean response time for a query service, and so on). When we exceed a threshold policy, the group automatically adds or removes additional resources as needed. For example, if an organisation suddenly needs to send a million faxes, the associated microservices automatically scale out to meet the demand without impacting other functionality or other tenants.

Analytics

• Service usage metrics: Yes
• Metrics types: Billable Usage Report: tracks charges for Genesys Cloud usage during the date range that you specify.; Concurrent Usage Report: shows the peak number of concurrent users logged in to Genesys Cloud per day during the date range. For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users were logged in.; Resources Usage Report: tracks your organisation’s consumption of Genesys Cloud resources, including IVR minutes and data storage, and SMS/Messaging. This report includes the quantity of each resource consumed during the period by day.; Call data records.
• 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: Genesys Europe B.V.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: Data of various type, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, wav).; ; The Genesys Cloud Platform API can also be used to extract data programmatically.; ; Data can be migrated from Genesys Cloud user the APIs available, the data exporting tools within the User Interface of the buyer can request support from Kerv to support a data migration.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • WAV
  • XLSX
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Genesys will make Genesys Cloud available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime (99.99% SLA), except for: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by you.; ; However, if our service uptime falls below 99.99% in any one month billing cycle (not including any Uptime Exclusions), you may request a credit within thirty (30) days after the month in which the uptime fell below threshold. Please contact the Kerv helpdesk to request credit. Upon Customer’s valid request, we will provide upon customer request the stated credit against the following month’s invoice. For annual term contracts, we will provide the applicable credit refund as a credit to the pre-paid balance or a credit refund, at the customer’s discretion.; Full details of Genesys Cloud SLAs and Service Credits can be found here: https://help.mypurecloud.com/articles/service-level-agreements/
• Approach to resilience: Genesys Cloud services are running in an active-active manner.; The service tier is built as a stateless architecture — work can be done by any member of a cluster in the event of a single node failure.; The data tier makes use of both redundancy and replication strategies — loss of a data node doesn’t impact data availability or result in data loss.; Availability zones (AZs) are geographical locations engineered to be insulated from failures in other AZs. Each availability zone contains multiple data centres. All Genesys Cloud services are deployed into multiple AZs; this makes them tolerant in the event of a data centre or even entire AZ failure.; Genesys Cloud uses Auto Scaling Groups (ASGs) for:; • Dynamically scaling our clusters in and out as demand changes; • Automatically detecting failures and launching replacement instances; Genesys Cloud uses Elastic Load Balancers (ELBs) to route internal and external traffic to healthy servers. Elastic load balancing detects unhealthy instances within its pool of Amazon EC2 instances and automatically reroutes traffic to healthy instances until the unhealthy instances have been restored. Failed Instances behind an ELB can be seamlessly replaced without affecting Genesys Cloud’s ability to handle traffic in the interim.
• Outage reporting: Genesys has created a website that provides transparent, up-to-date uptime information for Genesys Cloud at the following website:; http://status.mypurecloud.com. Current operational status is listed for each Amazon Region along with historical system availability performance and percentages, as well as business features impacted in the event of a platform incident. Users can click the "Subscribe to Updates" button to receive status updates through email, SMS notifications, webhook notifications, or RSS or Atom feeds. Updates are sent when Genesys Cloud creates an incident, updates an incident, or changes a component status.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role-based access control (RBAC) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time 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: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: 09/10/2023
• What the ISO/IEC 27001 doesn’t cover: The Scope of Kerv's Information Security Management System covers all Kerv's people, processes and technical systems supporting the provision of telecommunications and IT services, hosted and on premise telephony and cloud contact centre solutions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Securious Ltd.
• PCI DSS accreditation date: 22/02/2024
• What the PCI DSS doesn’t cover: The scope of Kerv's PCI DSS certification is below. Everything outside this scope is not included.; "Design, development of end-to-end cloud solutions and digital transformation encompassing Cloud consultancy, delivery of software and physical connectivity products and managed information services, including business, technical and operational architectures, at a global scale."
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials Plus

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: Cyber Essentials Plus
• Information security policies and processes: In alignment with ISO 27001 standards, our organisation maintains a robust reporting structure to ensure that our information security policies are rigorously adhered to. The Chief Information Security Officer (CISO) heads the information security team and reports directly to the Chief Technology and Strategy Officer (CTO), ensuring high-level oversight and strategic alignment. This structure supports swift decision-making and comprehensive management of security issues.; Alongside our CISO, we also have a Governance, Risk and Compliance Director, and other specific roles, designated for operational, technical, and compliance aspects of information security, ensuring specialised attention to each area. Each team member is responsible for implementing security policies within their remit, with regular training provided to keep the team updated on the latest security practices and standards.; To ensure compliance with our policies, we employ a multi-tiered audit process:; Internal Audits:; External Audits:; Continuous Monitoring:; Each audit is followed by a review process where findings are discussed in management review meetings, and necessary corrective actions are promptly instituted. This structured approach not only ensures compliance with ISO 27001 but also fosters a culture of continuous improvement within our security practices.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our change control procedure considers: ; • The identification and documentation of planned change. ; • An assessment process of possible change impact. ; • Change testing in approved non-production environment. • Change management approval process. ; • Identification and recording significant changes. ; • Planning and testing changes. ; • Assessment of potential impacts, including security impacts, of such changes. ; • Formal approval procedure for proposed changes. ; • Communication of change details to relevant persons. ; • Fallback procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events. ; • Validation and acceptance of each change by engineering teams.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Genesys uphold high security standards by use of:; • Centralized 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); • Centralized logging with anomaly detection; • Continuous monitoring improvement; • Third-party vulnerability assessments, both external and internal
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Proactive monitoring and incident alarming is in place. Monitoring tools supply data for daily review by analysts and automatic processes provide event correlation. All potential incidents are immediately investigated and remediated as appropriate.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Kerv has a mature incident management process that is integrated into its service. The process includes a dedicated support team, a crisis management process for severe incidents, and a business continuity plan that is tested annually. The incident management procedures remain in effect until operations are resumed as 'Business as Usual' and control is returned to the appropriate functional management.; ; Users can report incidents through web, email & phone as described elsewhere in this service description.; ; Standard reports include incident volumes, trends and performance against SLAs.

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

  Kerv carries the ISO:140001 certification, we will identify opportunities to remove/reduce environmental impacts through the contract. Initially, we conduct discoveries, either as pre-sales or as part of detailed analysis/design work, during which we look at ways of incorporating energy efficiencies by:; • Designing low-carbon cloud-first services by migrating away from energy inefficient on-premise services.; • Designing energy efficient services (e.g. Remote Network Testing systems) for clients with measurable carbon reductions e.g. eliminating hardware, paper, printing toners and printers.; • Plan and agree energy efficient ways of working e.g. reducing the need for onsite meetings through collaboration tools.; These measures are captured in the solution design and project plans and reviewed with clients through project governance. Through our Environmental policy and management system, we review operational activities to ensure compliance with legislation and identify opportunities to reduce emissions, waste, pollution and promote energy efficiency. This is reviewed bi-weekly.; Our Carbon Reduction Plan details our objectives and associated actions over the next 5 years, to sign up to SBTI and offset our carbon footprint through credits/tree planting schemes.

  Covid-19 recovery

  Kerv did not furlough any staff during the crisis and have continued to recruit throughout. We’re actively looking at ways to support the recovery through adaptation of existing practices and introduction of new ones, such as applying for the Government Kickstart programme via a Kickstart Gateway and supporting the employment of veterans of the British Armed Forces as we have committed to do for other frameworks and partnerships.; To support re-employment, Kerv will work with Buyers to understand local and national priorities. Where appropriate Kerv will support practices that identify recruitment and training opportunities, prioritising those that had become unemployed as a result of the crisis and re-training where appropriate. ; Where possible, we will support developing supply chains in areas that align with the Buyers requirements whether locally or nationally. Kerv will continue and increase its support for SMEs and social enterprises and provide flexibility in its supply chain, where appropriate, to ensure that buyers’ requirements can be met using providers who are supporting re-employment.; We have an externally audited governance function that is represented at Board Level and provides a framework for our processes and procedures, and it is aware of relevant government legislation and contractual commitments we make. Targets will be agreed as appropriate with Buyer’s and our ISO:9001 QMS and supporting policies will be used to ensure employment and supply chain opportunities are managed and measured affectively against targets.

  Tackling economic inequality

  Kerv was founded to be an ethical business with the aim of achieving positive social impact through its commercial activity in the provision of SaaS services, software development, digital transformation and DevOps support services.; The ambition was encapsulated in our ‘Build Future’ mission statement to support the long term success of our clients, employees and community. We’re dedicated to a small number of vertical markets, of which NonProfit and Government are core sectors, and actively invest to give back to our customers, an example of which is our NonProfit and Government ‘powerUps’. This IP is donated free to NonProfit and Public Sector clients to solve the ‘common but hard’ problems, reducing costs and delivery times for projects utilising the Microsoft Power Platform in conjunction with Genesys.; We operate in a high-growth sector, where skills are at a premium. We will continue to invest in initiatives to provide access to digital skills. For example:; • Generation UK offers fast-track training for young people from deprived areas, leading to apprenticeships. As a wider group, Kerv have taken on 4 apprentices and are seeking to expand this.; • Power Platform school – Kerv Group companies have a partnership with Microsoft to provide learning opportunities to adults from the BAME community. Activities include a charity Hackathon and mentoring programme, sharing lessons and skills from industry leaders.

  Equal opportunity

  We support equal opportunities, encouraging employees to gain industry-recognised qualifications. As Kerv, we provide all staff fully funded Genesys and Microsoft qualifications, vocational skills, leadership development, staff development and formal appraisals. Kerv celebrates and encourages all aspects of diversity.; To promote diversity and motivate teams, staff can work flexibly to promote a better work/life balance. Leave arrangements support religious festivals, maternity and sick leave requirements. Benefits include an employee assistance programme, private healthcare, performance-related pay and share options.

  Wellbeing

  Kerv is a socially conscious business, which services clients and projects that have a positive social impact on society.; We’ve a strong cultural identity and mission statement that is ‘Build Future’, which means we always take the long-term view and invest in the success of our employees, local community and customers across our chosen markets of Non-profit/ membership & UK Public Sector.; We strive to operate to the highest standard and are committed to providing a positive workplace for staff and their physical and mental wellbeing.; As a plan of action: Our policies, processes and procedures are set-out in our Business Management System and Staff Handbook that provide guidance for day-to day activities, clearly upholding best practice and employee interests as part of our conformity to our ISO:9001, ISO27001:2017 and ISO27701:2019 standards.; Progress and output is reviewed by the Governance Team on a monthly basis and escalated to the Executive Board, as necessary.; Additionally, we’ve launched a Staff Wellness and Employee Assistance Programme, a staff driven and company funded initiative specifically focused on promoting mental and physical wellbeing. We have a dedicated Teams Channel and a dedicated section in the Company Newsletter to share numerous and various activities and events arranged for staff. Our success is measured by our Employee Satisfaction Survey results and our success is demonstrated by our employees voting us in 11th best place to work in the UK 2023/24 (Best Place to Work).

Pricing

• Price: £7.00 to £177.00 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Genesys lets you trial the Genesys Cloud platform with a 30-day free trial. This gives you access to agent, supervisor, and admin features and functionality to try chat, email, voice calls and simple IVR flows. You can even test standard integrations with other apps like Salesforce and Zendesk.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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