TTEC CONSULTING (UK) LIMITED

TTEC Digital Cisco Webex Contact Centre Enterprise

Cisco Webex® Contact Centre Enterprise (Webex CCE) provides a comprehensive, customisable, highly secure cloud contact centre solution to meet the complex needs of the public sector. Extensible environment via open APIs and add-on options. The solution is backed by Cisco's trusted security and support benefits.

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
• Workforce Management: Scheduling, Mobile App, Training
• Open Platform: API-based, Enterprise Grade, Scalable, 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 architecture
• Open platform avoids need for complex integrations and sub-systems
• Usage & feature bundle based pricing, aligned with business demand
• Platform grows with business needs.
• Dedicated instance
• Evergreen platform, future proofed
• Improve CX and business efficiency by automation and AI
• Wide range of 3rd party integrations
• Fast time to market due to intuitive and flexible administration

£74.00 a licence

• 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 14

Service ID

264760542894274

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 CCE integrates seamless with the Webex Suite of capabilities (Unified communications, conferencing) as well as on-premise and cloud instances of CRM, WFO (WFM and QA), recording, messaging, chatbot, conversational AI, knowledge management.
• 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: Not applicable - none.

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: TTEC Digital offer Managed Services which offer multiple levels of support. These are:; • CX Success Plans ; o Essential: CSM, break/fix – Manufacturer & TTEC IP, Platform Adoption, Feature update e-mails & webinars.; o Plus: Adds Technical Account Manager, live feature update sessions, Voice Flow Monitoring.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: TTEC Digital offers remote train-the-trainer (included), onsite (additional charge, please see rate card) and digital training (additional monthly subscription, please see pricing document) options for the service. Additionally, there is an online user guide for administration portal. Training 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.
• 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 Buyer 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. ; Off-boarding typically involves re-routing traffic with the telecommunications Carrier. Working with the Carrier, TTEC Digital will coordinate the move of contact traffic at an agreed upon time. Any TTEC Digital-owned equipment at the Buyer site will be coordinated for return. The infrastructure (hardware/software) in the Cloud will be decommissioned, Buyer documentation archived, ServiceNow account(s) disabled, and if applicable, WAN or voice circuits will be decommissioned. ; Quality Management (QM) data, if applicable, for the contracted retention period is SFTP’ed to the identified Buyer SFTP site. It is then destroyed. Retained reporting data for the contract period is extracted and SFTP’ed to the identified Buyer SFTP site. It is then destroyed. Licensing and all other assets are retained by TTEC Digital and redeployed to other Buyers. No Buyer / 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: Testing was done on Windows 10 with Freedom Scientific's JAWS screen reader 2019, Microsoft Accessibility Options (Filter keys and Display/Contrast settings), and standard keyboard.
• API: Yes
• What users can and can't do using the API: Webex Contact Centre Enterprise offers open APIs for application development and integrations to existing technology. Cisco Finesse API enables custom developed Cisco Finesse desktop capabilities to meet specific contact centre operations needs through REST APIs and JavaScript libraries that simplify the development and integration. ; Agent request API enables businesses to add voice callback as a feature to their custom-developed applications for the web and for mobile applications. ; Outbound campaign management API allows for more precise control over contact centre outbound calling campaigns. ; Precision routing API enables an administrator to programmatically control their routing rules. ; Unified Customer Voice Portal (Unified CVP) Call Studio integrations offer an IVR developer the ability to provide backend integrations to IVR applications, allowing personalisation and integration with backend business systems. ; Database lookup API / app gateway provides the ability to integrate business logic with agent routing algorithms. ; Cisco Unified Intelligence Centre (UIC) reporting API provides a systems analyst with the ability to create customised reports and dashboards. ; Administration Portal API enables significant capability in the administration of the Webex Contact Centre Enterprise that allow significant functionality to be accessed; Agent creation/deletion, re-skilling and attributes for skill groups to name a few.
• 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: Open and flexible cloud platform enables easy integration of the contact centre not only with other Webex applications, but with other critical cloud applications such as Customer Relationship Management (CRM), Workforce Optimisation (WFO) platforms and Artificial intelligence capabilities such as Google CCAI. ; You can start simply with just one channel, then add additional channels, or new features such as predictive analytics routing, Workforce Optimisation (WFO), outbound campaigns, web callbacks, customer engagement analytics, or a speech-enabled Interactive Voice Response (IVR) as your business grows and your contact centre needs mature. Webex Contact Centre is designed to scale with your contact centre and business needs.; The open platform and flexible cloud architecture of Webex Contact Centre enables you to fully leverage business application technology investments, and seamlessly connect them to the contact centre. Pre-built connectors for the most commonly used business applications embed the Webex Contact Centre experience within the business application for easy, real-time access to key customer information, all in one place. These customisations can be carried out by any user with the correct roles and permissions.

Scaling

• Independence of resources: Cisco Webex Contact Centre Enterprise (Webex CCE) includes per tenant, dedicated and private cloud components and public cloud, 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 Centre Enterprise is scalable to 24,000 concurrent agents. The isolation of each instance and the private connections into a customer's dedicated instance means guarantees that demand of other customers does not affect service.

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: All data at rest is stored on encrypted storage.
• 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: Via Secure File Transfer Protocol (SFTP) to a Buyer’s designated secure server.
• 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:
  • Private network or public sector network
  • 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 Digital 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: The Webex® Contact Center Service Level Agreement (“SLA”) is a policy document covering the whole of Webex® services, and is made part of the Webex® Contact Centre Cloud Terms and Conditions.; ; Cisco will make the Webex® Contact Centre 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 Cisco’s reasonable control,as described within the SLA exclusions. For any cumulative periods of downtime, Cisco will credit the Purchaser the amount of service fees attributable to the unavailability in that portion of the month which downtime occurred.
• Approach to resilience: The Webex Contact Centre Enterprise Solution is deployed in an active/active configuration to ensure that if an application or platform failure occurs on Side A, Side B will take over immediately. The call processing architecture is synchronous and will instantaneously fail over with little to no data loss in the core component of the system. The solution enabled on an internet protocol (IP) based infrastructure and deployed on a highly redundant architecture with geographically dispersed data centres across the globe to ensure availability. Dual firewalls with stateful inspection, dual routers, and dual core switches provide a fault-tolerant approach between each of data centres. All network interconnects are established through a minimum of dual, redundant links with automated failover or link aggregation enabled. Similarly, there are no single points of failure within the network hardware architecture – automated failover or multi-pathing is established and maintained to ensure that no single device or link failure will impact service access or connectivity.
• Outage reporting: TTEC Digital uses ServiceNow web-based portal for ITIL-based reporting, tracking and management of all Incidents, Problems and Change Requests. Clients have access to the ServiceNow portal for self-service capability to review outage or ticket status, open up new tickets or make updates to existing tickets. TTEC Digital will provide email alerts to client stakeholders for any service impacting outages.

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: Access controls are role-based utilising the concept of least privilege.
• 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: Payment Card Industry Data Security Standards (PCI-DSS), ISO 27001:2013, Tier III or above Data Centre Facilities, SSAE 18 SOC 1 and 2, Type II, GDPR, US Health Insurance Portability and Accountability Act (HIPAA), Fair and Accurate Credit Transactions Act (FACTA), EU-Swiss Privacy Shield, Section 508 US Rehabilitation Act.
• 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: Annual internal penetration testing is conducted as part of the cloud platform PCI assessment. A qualified security assessor for PCI conducts this on an annual basis. The Patch and Vulnerability Management policy defines how vulnerability assessments are conducted and when patch maintenance windows are scheduled to address any identified vulnerabilities. Security patches are applied on a quarterly basis. Internal Vulnerability Management Testing is performed before the environment goes live, and on a quarterly basis through lifecycle.
• 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, categorised 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: £74.00 a licence
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: No cost for qualified clients.; Client pays for the Usage charges and the PSTN Provider Costs where applicable.; Exclusive access to infrastructure for a period of 90 days.; 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 gcloud@ttecdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.