SPRINT REPLY LIMITED

Live Chat and Automated Conversation

Enhance service and reduce cost through Automated Conversations with Live Chat Enhancement. Sprint Reply’s Live Chat service allows organisations to wrap in-line agent live chat functionality around an intelligent / automated virtual agent (chatbot).

Features

• Stakeholder mapping, engagement and communication.
• Identify escalation trigger points for conversations
• Integrate virtual with human agents
• Live agent queue management
• Conversation logging and telemetry integration
• UI integration for agent drop in to virtual agent conversations
• Leverage Reply process design, optimisation and automation accelerators.
• Tactical project support, knowledge transfer and upskilling.
• Experienced, professional staff with relevant competencies / experience.

Benefits

• Leverages cross industry knowledge and experience.
• Virtual agents can identify when a human agent is needed
• Conversation context maintained when transitioning from virtual to human agents
• Conversations are routed based on context, subject expertise, and availability.
• Feed core data into KPI based reporting dashboards.
• Unified conversation experience
• Enables accelerated adoption of cloud solutions.
• Increased employee satisfaction from job and task clarity.
• Value for money, competitive rates.

£395.00 to £1,995.00 a unit a day

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 sales.sprint@reply.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

301094522358950

Contact

Frameworks Lead
+44207 730 6000
sales.sprint@reply.com

Planning

• Planning service: Yes
• How the planning service works: When making changes at pace, it's important to plan effectively. ; ; We offer a full range of planning services designed to shape, enable and lead your Journey to Cloud. Our collaborative, agile planning approach has been developed from a wealth of knowledge and experience in delivering complex integrated business and technology programmes.; ; The process takes into consideration current and target state environment, feature needs and availability, application dependencies, investment appetite and your business calendar. ; ; Our Consultants work with you to formulate plans through onion based planning approach. This results in 6-levels of plans: strategic, portfolio, product, release, sprint and daily.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: By enabling employees to achieve their potential, we help our clients meet their objectives. ; ; We offer a range of training depending on the solution implemented, from instructor led to online paced learning. For more generic out of the box solutions we leverage training directed by our partners (e.g. AWS, MS Azure, Ui Path, Blue Prism etc) and for more customised solutions we design training from the ground up, tailored to your environment and the needs of your employees.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our significant group wide experience in cloud allows us to combine the value of our optimisation and automation services with the correct cloud infrastructure to accentuate return on investment.; ; We are able to leverage our significant experience in building resilient, connected services to shape, enable and lead the integration of our services with any Cloud platform.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our Quality Assurance approach ensures every engagement is delivers a quality outcome.; ; We appoint a named delivery lead to manage each engagement. The delivery lead is accountable for delivering the agreed customer outcomes. This is achieved through a combination of personal accountability, effective processes, focused quality controls, quality assurance and continuous improvement.; ; We provide pro-active quality and risk management, embedding quality practices and instilling strong quality oriented behaviour throughout our teams. Senior leadership team members conduct regular Quality Assurance Assessments enabling the prompt identification and resolution of any issues.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our Continuous Improvement mindset and Software Engineering DNA enables us to solve complex challenges and assure quality across all stages of the delivery lifecycle. Our Service Offer encompasses all offerings associated with the provision of a live service including in-life support.

Service scope

• Service constraints: Leveraging deep technical expertise from across the Reply group, we’re able to tailor our service to mitigate constraints and satisfy any specific need.

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Support levels: Please see service definition document, or contact Sprint Reply

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: ISO27001 Certification in progress as of May-22

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Tackling economic inequality

  Tackling economic inequality; ; Sprint Reply Creates employment and training opportunities for those who face barriers to employment. Our recruitment and employment practices are aligned with to those set out in the Good Work Plan (i.e.: fair and equitable pay, participation and progression, voice and autonomy).; ; Our consultants provide pro-bono careers advice (e.g.: cv advice, learning and development guidance) and engage in voluntary support initiatives (e.g.: interview prep/support) to support employment opportunities in the technology sector.; ; We work with clients to deploy innovative and disruptive technologies, for example conversational automation, that modernise service delivery methods and future proof productivity improvements.; ; We promote collaboration across our own and our clients supply chains, for example, by enabling and promoting secondment and volunteering opportunities.

  Equal opportunity

  Equal opportunity; ; Sprint Reply is committed to tackling inequality in employment, skills and pay in the workforce. Recruitment practices and retention focused activities are inclusive and accessible.; ; Our promotion, pay and reward processes are transparent and underpinned by a structured skills-based assessment framework.; ; We provide significant training and development opportunities that enable staff to secure qualifications in support of their own career progression,; We mitigate the risk of modern slavery through the implementation of consistent security vetting (BPSS).

  Wellbeing

  Wellbeing; ; Sprint Reply is committed to action that supports the physical and mental well being of our own and our clients teams.; ; We are committed to implementing the 6 standards in the Mental Health at Work commitment this includes prioritizing mental health in the work place, promoting an open culture and providing mental health tools and support through our well being services.; ; Our consultants are offered discounted membership of local gyms in support of their physical health and social events are designed to incorporate inclusive, physical initiatives.

Pricing

• Price: £395.00 to £1,995.00 a unit a day
• Discount for educational organisations: No

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 sales.sprint@reply.com. Tell them what format you need. It will help if you say what assistive technology you use.