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EAPPSYS LIMITED

Oracle Service cloud, Oracle Intelligent Advisor, Oracle Digital Assistant services

eAppSys  provides services to fully implement an Oracle Service Cloud (RightNow) offering supporting both external customers (B2C) or Employees (Employee Experience). This includes supplementary services and offerings including Oracle Intelligent Advisor (formerly Oracle Policy Automation or OPA), the Oracle Digital Assistant Platform (ODA) and Oracle Integration Cloud.

Features

  • A customer portal
  • A single knowledge base supporting internal staff and customers
  • Incident management and routing
  • Advance personalised interviews and Guided Assistance
  • Live Chat service & Chat Bot service
  • Customer portal creation
  • Design and development of Intelligent Advisor interviews
  • Design and set up of the Oracle Digital Assistant platform
  • Support of both Agent Desktop and Browser User Interface (BUI)
  • Service to make Intelligent Advisor interviews via ODA

Benefits

  • User Friendly Customer or Employee portal
  • Efficient case / service request / incident management solution
  • Full Reporting solution
  • Live Chat support
  • Knowledge Base creation to support business
  • Chat bot support
  • Design and set up of the Oracle Digital Assistant platform

Pricing

£400 to £1,150 a unit a day

  • Education pricing available

Service documents

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 praveen.baddam@eappsys.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 6 7 1 4 1 9 7 9 0 5 6 0 8 3

Contact

EAPPSYS LIMITED Praveen Baddam
Telephone: +447939260630
Email: praveen.baddam@eappsys.com

Planning

Planning service
Yes
How the planning service works
EAppSys will undertake a discovery exercise to plan and scope the implementation. This will identify the key goals of the implementation but also allow agreement on ownership of activities required. The discovery phase will identify any existing knowledge bases in use and determine whether this knowledge is added using Knowledge Advance or set up within Knowledge Foundation. Areas requiring integration, intelligent advisor, guided assistance and the digital assistant will be clearly documented. Any service cloud add-ins required will be agreed. At the end of this phase costings and scope should both be fixed and subject to change control.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Oracle Service Cloud
  • Oracle Intelligent Advisor
  • Oracle digital Assistant
  • EAppsys DMOne cloud
  • Oracle Integration Cloud

Training

Training service provided
Yes
How the training service works
EAppSys offers Training Services that can be tailored to the specific clients needs. This training can be for Users/Train the Trainers/Lead SME's/other. To ensure the quality, All our trainers are trained practitioners. We deliver the trainings from client locations, Our offices or remotely via online tools.
Training is tied to specific services
Yes
Services the training service works with
  • Oracle HCM Cloud
  • Oracle ERP Cloud
  • Oracle EPM Cloud
  • Oracle Talent Management Cloud
  • Oracle Learning Cloud
  • Oracle Service Cloud
  • Oracle Performance Management Cloud

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
EAppSys will fully configure your new Service solution. This will optionally include the provisioning of knowledge base to support agents and customers. A portal will be provisioned allowing user friendly access and access management. Customers or employees will be migrated into portal users. Employees will be created and assigned access rights via profiles and navigation sets. The digital assistant will be provisioned via a Service Cloud inlay.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Oracle Service Cloud (RightNow)
  • Oracle Intelligent Advisor (IA) (formerly Oracle Policy Automation or OPA)
  • Oracle Digital Assistant
  • EAppsys DMOne cloud
  • Oracle Integration Cloud

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
AppSys is an ISO9001 registered organisation and our services comprises Testing & Quality Management, Control procedures and processes for our data migration framework. We provide test plans for each testing phase ( SIT, UAT, Dry Run, Live) , utilizing Oracle Visual Studio Builder, Jira to plan and track all test scenarios and defects. Providing Management reports and self assessment report at end of each phase or each milestone. With regards to the performance/ infrastructure/ patching of cloud applications will be provided by Oracle.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Security testing
  • Other
Other security services
  • Identity Management
  • Application data security
Certified security testers
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Oracle Cloud Support Services;
Oracle Cloud Applications Application Support;
Understanding new release functionality;
SaaS & PaaS Technical Configuration Support;
Customizations and Enhancements deployments;
Cloud Administration across platforms;
Third-Party Systems Integrations;
Cloud Analytics Integration (OBIA and Other third party tools);
Liaising with Oracle for periodic upgrades and testing;
Incident management as per SLA adherence and dashboards;
Knowledge Management;
Knowledge Transition;
Training and Tier 2/3 support and Tier if required;

Service scope

Service constraints
We work remotely during UK working hours. If required, we can extend this to cover other geographical areas or other flexible hours which can tailored to each individual client requirement.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Business Support Services - 09:00 - 17:00 Monday to Friday.
Weekend and Bank Holiday can be supported if agreed prior.
Severity/Priority 1 Response within 30 mins
Severity/Priority 2 Response with in 2 hours
Severity/Priority 3 Response within 4 hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
No
Support levels
All of our support is provided and priced based on the requirements of the customer. The Service is supported by a support team including Account Service Managers.
we offer below commercial models
Fixed price/ On demand/ Pay As you go
(see Pricing Template)

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Oracle

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
26/07/2018
What the ISO/IEC 27001 doesn’t cover
Except for A8.30 - Outsourced Development, ISO 27001 certification covers all other Annex A requirements from the ISO27001:2022 Statement of Applicability
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
ICO Certification

Social Value

Social Value

Social Value

  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

Covid-19 recovery

Creating job opportunities, to counter unemployment. Assisting employees, their family members and connected communities affected or vulnerable, in managing and recovering from the impact of COVID-19. Adapting to new working methods necessitated by the pandemic in the form of WFH, hybrid models, social distancing, entry points health-check to address the physical and mental health needs of those affected by COVID-19, aiming to reduced the burden on healthcare.

Equal opportunity

We holds the belief that innovation flourishes through inclusion. Our vision of the future hinges on harnessing the varied backgrounds, perspectives, and abilities of individuals. This commitment drives us to cultivate a workplace that fosters excellence for everyone. When every voice is acknowledged and respected, we are propelled to surpass previous achievements

Wellbeing

We encourage work-life balance to maintain/ enhance the health and wellbeing, including physical and mental health, of the workforce. Encourage staff, suppliers, customers, and communities involved to support health and wellbeing, including physical and mental health.

Pricing

Price
£400 to £1,150 a unit a day
Discount for educational organisations
Yes

Service documents

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 praveen.baddam@eappsys.com. Tell them what format you need. It will help if you say what assistive technology you use.