SVL Business Solutions Ltd

AWS Amazon Connect - Consultancy, Support and Managed Service by SVL

Amazon Connect ia a cloud-based contact center solution, helps businesses enhance customer service whilst reducing their operational costs. SVL offers comprehensive AWS managed services covering everything from initial design, deployment and ongoing support, which also includes full management of the platform. This includes the associated services and integrations as well.

Features

• Fully managed service from design through, build and deployment
• Accredited Amazon Connect Service Delivery Partner & Center of Excellence
• AWS certified architects to design your Amazon Connect solution
• Integration services to connect with 3rd party systems including CRM
• Available in London Region, 1 EU Region (Frankfurt) and internationally
• NCSC Cloud Security Principles aligned, Security Cleared (SC) staff
• Connectivity options: N3, HSCN, PSN, Police (ex-PNN), Janet, RLi, others
• Deploy optional enhanced solutions including Agent and Supervisor Desktop
• Full bespoke reporting and dashboards options available

Benefits

• Fully managed service, including telephonly, no management of connections required
• Integration with other AWS services (24x7 support and consolidated billing)
• Scalable and elastic with pay as you go pricing
• Reliable, highly available, fault tolerant and scalable
• Rich analytics – real-time customer insight bespoke for your organisation
• Full training and ongoing support
• Options for fully managed services for moves/adds/changes
• Contact centres specialists design your IVR and enhance customer experience
• Integrations and AWS services to add value/streamline customer journey
• Strong ROI

£800 to £1,500 a unit a day

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

Framework

G-Cloud 14

Service ID

316312118879191

Contact

Sales Team
01355900000
sales@svlbusinesssolutions.com

Planning

• Planning service: Yes
• How the planning service works: SVL are contact centre specialists with over 55 years of experience. Industry experts take a consultative approach through the planning, design and implementation of projects based upon bespoke requirements of each customer and our extensive industry knowledge. The Project Management team can work using Waterfall, Agile or hybrid methodologies to ensure go-live dates. We are also experienced in dealing with a wide variety of vendors that customers use as part of their IT estate to maximise the potential of cloud adoption.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • (AWS) Amazon Connect
  • Associated connect services, e.g. contact lens, translation, redaction
  • Integrations to 3rd party systems AWS and other clouds
  • Amazon Connect Overlay agent and supervisor desktops
  • Reporting services and dashboards
  • Bespoke development requirements within AWS

Training

• Training service provided: Yes
• How the training service works: SVL training covers all elements from system design and administration through to end users interacting with customers. We offer various levels of support both from the outset and then ongoing including fully managed services where we tale full care of the system including all changes includes moves, adds, changes and deletes. Many organisations want to go on a journey and we have an adaptive program that supports this. The training provided is optimised to match these services and can be delivered remotely or on site as required. We have a vast amount of training material from videos to help end users adopt seamlessly to the systems alongside an extensive library of self help information. This complements the expert trainers who are always on hand both at project delivery and throughout our relationship with you.
• Training is tied to specific services: Yes
• Services the training service works with:
  • AWS Amazon Web Services
  • Amazon Connect
  • Our own AWS agent and supervisor desktops
  • Our own AWS reporting and dashboard suites

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: SVL brings extensive industry experience in serving contact centres of all sizes across many sectors, including a pedigree in working with Blue Light organisations for over 55 years. We specialise in collaborating with both new and established contact centres, proficiently handling legacy systems and excelling in creating and executing migration strategies. ; Our Amazon certified solutions architects work with you to understand the As-Is and To-Be states then engage with the relevant teams to create robust designs including options and roadmaps.; Following this, our AWS certified engineers and managed services professionals implement these designs, overseeing onboarding, training, and providing appropriate system access levels. This process often involves coordinating with other suppliers and vendors to ensure customers fully leverage their existing systems and services.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • AWS Amazon Web Services
  • Amazon Connect
  • Contact Lens
  • Amazon Transcribe
  • Amazon Translate
  • Amazon Lex
  • Amazon Polly
  • Over 200 AWS serices
  • Our own SVL agent and supervisor desktop
  • SVL reporting and dashboards

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our consultants are all amazon certified and we are able to utilise the inbuilt AWS tools to perform an assessment on current implementations as well as thoroughly test our own designs. We often work with organisations looking to technically and operationally assess the optimal configuration of their Amazon Connect instance. We are able to provide reports and make recommendations based on the Amazon well architected framework and principles.

Security testing

• Security services: 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: SVL has a dedicated service desk and managed services team operating to ITIL standards with full AWS certification. We provide a handbook detailing our levels of support along with KPI's and escalation points. The levels of support are completely customisable to meet the requirements of your organisation and they can change throughout the lifetime of our partnership to help your journey with AWS and Amazon Connect. Typically many organisations take a fully managed service on day one whereby SVL will build, monitor performance and maintain all elements of your infrastructure including any changes required operationally. For those with an aspiration to become self sufficient to varying degrees we then work with you to transfer knowledge and adjust the level of support to meet your needs. Beyond the standard services we offer service and system development, project management, consultancy and integration services scoped to meet you needs.

Service scope

• Service constraints: There are no Service Constraints for a Consulting exercise beyond the need to have the relevant people and information available to conduct the exercise. SVL will work with you to define all necessary information during the scoping of the requirement and these needs will be identified in the appropriate Scope of Works.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer full 24x7x365 support in a 2 tier offering of coverage hours to meet the needs of you organisations operating hours. We prioritise tickets P1 to P4 and encourage contact by phone or email accordingly for optimal response times. Response time for P1 is 1 hour with premium support.; ; Full details available within our dedicated service handbook detailing key contacts including emails and phone numbers including escalation process.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Premium provides 24 hour coverage and has guaranteed response times of 1 hour for P1 – Critical, 4 hours for P2 - High, 4 hours for P3 - Medium and 1 business day for P4 - Low.; ; Standard support is Monday to Thursday 9:00 AM to 5:00 PM (GMT) and ; Friday 9:00 AM to 4:30 PM (GMT). Response times are 4 hours for P1 – Critical, 9 hours for P2 - High, One business day for P3 - Medium and 2 business days for P4 - Low

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: AWS Amazon Web Services

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: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 3rd November 2024
• What the ISO/IEC 27001 doesn’t cover: All operational areas are covered
• 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: SVL are are to provide PCI compliant solutions via AWS

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Highlighting our proactive approach to reducing emissions and fighting climate change, we have put in place a tangible Carbon Reduction Plan. Through a measurable plan, we are fully committed to achieving net zero carbon by 2050 at the latest and reducing our environmental impacts year-on-year. ; As we continue to work towards net zero greenhouse gas emissions, we have moved our full fleet of company cars from diesel to electric. Aligned to our zero-carbon pledge, we have implemented a ‘Electric First, Diesel Last’ policy. This policy states that for all new vehicles we purchase the preferred option will be the purchase of an electric vehicle. If this is not a viable option, our second option will be to purchase a hybrid vehicle. Diesel cars will be last resort only.; Reducing the physical usage of on-site electricity, we are moving as many clients as possible from on-premises, server-based software to cloud-based servers and storage. This not only extends environmental benefits but also reduces the creation and distribution of significant amounts of hardware.; In our own building, we have environmental measures in place to reduce the use of electricity, gas and water. For example, to promote energy efficiency, we have introduced a “switch it off” policy at our offices. Our staff are instructed to turn off all lights and electrical appliances when they are not in use to minimise electricity use. In addition, in our offices we incorporate energy-saving features such as:; -Low-energy lighting; -Thermostat-controlled heating; -Insulation; Further evidencing our commitment to fighting climate change and reducing carbon emissions, we have continued our policy of hybrid working post-pandemic. Our flexible working policy allows all staff to work from home 3 days a week. Supporting this, we minimise business travel by advocating the use of conference calls instead of in-person visits.

  Covid-19 recovery

  We are committed to supporting organisations and businesses to manage/recover from the impacts of COVID-19. Demonstrating our commitment to supporting businesses/organisations, we have implemented several initiatives: ; ; -We have extended our terms to accommodate clients with short-term cash flow issues; -To alleviate financial burdens, we have enabled our clients to pay only for what they used the previous month. As part of this, we have helped organisations transition from hugely expensive up-front licence-based models of expenditure to a consumption-based (or usage-based) payment model ; ; Further evidencing our commitment, we offer 24/7 support to our clients who are still working on the front-line against COVID-19. This includes Blue Light, Community Care and our NHS clients. For example: ; ; -To facilitate better social distancing/new ways of working, we are providing extra call lines to NHS call-centres; -To ensure service resilience, we are providing continuous support/technical expertise to essential 24/7 helplines and emergency control rooms (111 and 999) across the UK and Ireland; ; We are also committed to improving the working conditions within our own operations to further support COVID-19 recovery. To continue facilitating social distancing, we have maintained the office layout designed for social distancing. To mitigate overcrowding and ensure our office is never too busy, we promote flexible working arrangements. This includes empowering our staff to work-from-home for up to 3 days a week.

  Tackling economic inequality

  Reflecting our dedication to tackling economic inequality, we prioritise increasing the resilience and capacity of supply chains. One way we are doing this is by bringing Contact Centre as a Service (CCAAS) products such as Amazon Connect to SMEs across the UK. Traditionally and up until the last 18 months, this type of software has been too expensive for SMEs and required a heavy up-front investment. However, by introducing a simple usage-based pricing model, this allows smaller businesses to receive all the benefits of a high-quality Contact Centre. These benefits include but is not limited to:; ; -Enhanced customer experience: Providing customers with a seamless, digital-centric service environment with multiple channels for interaction ; -Advanced analytics: Leveraging smart, AI-based business insights to stay ahead of customers needs and preferences ; -Cost-effectiveness and flexible: Transitioning from expensive hardware and maintenance to more-cost effective, flexible and scalable cloud solution ; ; By enabling SMEs to gain access to these benefits, we promote the competitiveness and sustainable growth within the SME sector. ; ; As part of increasing supply chain resilience/capacity we take proactive measures to identify and manage cyber security risks. As a business, we have achieved our Cyber Essentials Plus Certificate of Assurance. Highlighting our commitment to upholding cyber security for our clients, this is the highest level of certification offered under the Cyber Essentials scheme.; ; We will further minimise economic inequality through ongoing innovation and the development of new future-proofed methods for our clients. For example, to enhance delivery and efficiency, we have invested in a new card fraud and digital payments products. This effectively eliminates risks associated with payments via phone calls, digital, social or video channels. By embracing these innovative solutions, we empower our clients to navigate the digital landscape with confidence while advancing economic equality.

  Equal opportunity

  We are committed to fostering inclusivity and diversity across our workforce, our supply chain and customer base. We have Equality & Diversity and Health & Wellbeing policies that articulate our commitment to equal opportunity and inclusion. ; ; Preventing discrimination in our recruitment process, we are an Equal Opportunities employer. Maintaining a diverse workforce, applicants will not be discriminated against based on race, colour, nationality, ethnic or national origin, religious beliefs, sexual orientation, gender, disability or any other reason. ; ; As part of our commitment to equal opportunity and as a disability-positive employer, we proactively encourage our staff, suppliers, customers to increase the representation of disabled people within contract roles. As part of this, we are dedicated to tackling inequality and ensuring that every role within our organisation is accessible. ; ; With advancements of technology, the traditional requirement for physical presence, especially for Engineers working in difficult to access server rooms has significantly reduced. Alleviating previous restrictions on these roles and allowing for an increase equal opportunity/representation, technical/engineering support can now take place via accessible computers from any venue. ; ; Moreover, to gain insights into the unique needs/challenges faced by disabled people, we collaborate with suppliers who operate within the care community. By partnering with like-minded suppliers, we create meaningful employment opportunities for disabled individuals and gain insights in how to support them in their homes/work. ; ; To provide further skills and employment opportunities for our employees including those from disadvantaged/minority backgrounds, we look to advertise positions internally and promote from within. Those who promote our values and lead by example are identified for pay raises, annual bonuses or promotions in line with our progression pathways and reward mechanisms.

  Wellbeing

  To support employee health and wellbeing, we invest in an Employee Assistance Programme (EAP). Designed to provide compassionate support to our staff through any challenges they may face, this programme offers: ; ; -24/7, 365 support: Our EAP ensures that out staff have access to assistance round-the-clock every day of the year. This includes a 24-hour helpline and telephone counselling service; -Comprehensive resource library: Tailored to the individuals wellbeing journey, our EAP provides a comprehensive library of resources, including articles, self-help tools and videos; -Accessible App and portal format: Recognising the importance of accessibility and allowing employees to access support/resources whenever they need it, our EAP is available in both app and portal format; ; In addition to the Employee Assistance Programme, we also offer support to our staff through: ; ; -Open-door policy with Directors: To address issues relating to physical and mental health, all staff are encouraged to have confidential discussions with our Directors and receive full support; -Mental health awareness sessions: To raise awareness and educate our employees in managing their mental wellbeing effectively, we conduct regular mental health awareness sessions ; -Flexible work arrangements: To accommodate employees with long-term health conditions, we offer flexible work arrangements. This enables our staff to balance their health needs with their work responsibilities. ; -Work-life balance: Aligned to the above policy, we actively promote a health work-life balance and encourage employees to take the time they need to properly manage their heath (and health conditions) ; -Free private health and dental insurance: To ensure our staff have swift access to healthcare treatments/services, we offer free private health/dental insurance to our staff.

Pricing

• Price: £800 to £1,500 a unit a day
• Discount for educational organisations: No

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