BRITISH TELECOMMUNICATIONS LIMITED

BT Genesys Cloud Contact Centre

BT Genesys Cloud Contact Centre is an all-in-one cloud-based contact centre software built to improve the user experience. It’s a suite of cloud services for enterprise-grade communications, collaboration, and contact centre management. It’s scalable, quick, and easy to set up. It is an evergreen platform with rapid innovation.

Features

• AI powered experience orchestration platform
• Inbound voice routing, Voicemail, Callback (IVR and web)
• Outbound, campaigns, Inbound / outbound blending
• Digital, chat, email routing, Co-browse, screen share, Messaging apps
• WEM, Interaction/screen recording, QM, WFM, Gamification, Speech/text analytics
• Insights, Real-time and historical views, Historical reporting, Performance dashboards
• Self-Service, Speech-enabled IVR, Voicebots, Chatbots, Knowledge, Agent Assist
• Integrations, Access to AppFoundry Marketplace, Platform APIs
• Provisioned with multiple redundancies, no single point failure, 99.99% availability
• Microservices architecture provides virtually unlimited scalability

Benefits

• Single platform to simplify infrastructure
• Build and scale AI-powered experiences with AI Studio
• Comprehensive range of integrated features avoids bolt-on complexity
• Seamless citizen journey through multi-channel touchpoints
• Analytics provide deep insight into citizen experience
• Easy to use through unified agent desktop
• Delivered by BT, Genesys Platinum Partner for 25+ years

• 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 ccsframeworks@bt.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

325853096208335

Contact

Frameworks Team
0800 328 8077
ccsframeworks@bt.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Buyers must have or procure the Supplier's (BT) SIP Trunks and Inbound Contact Services.
• System requirements: https://help.mypurecloud.com/articles/genesys-cloud-requirements/

User support

• Email or online ticketing support: Yes
• Support response times: SLA varies according to fault severity, e.g. P1 incidents response time 30 minutes, fix time 4 hours.
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: There is an SLA matrix which defines the response and fix times for incidents according to the severity (P1 - P4). Full details are included in the BT Genesys Cloud Contact Centre Service Definition document.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: The Supplier (BT) can undertake all aspects of service implementation from pre-sales design, to environment build, configuration, testing, and training for users, supervisors, and administrators. Optional post-implementation support is available e.g. floorwalkers, and help with writing and understanding reports.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Buyers can easily extract and export all the data they need to keep via the Public API prior to contract expiry. All data in BT Genesys Cloud Contact Centre can be queried via the platform’s Public API (including individual recordings).
• End-of-contract process: The Supplier (BT) will disable the Buyer's access to the platform at a mutually agreed date and time. As a cloud service, there is no equipment to disconnect or recover.
• Documentation accessibility standard: WCAG 2.2 AA

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: Mobile apps optimised for small screen format.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: BT Genesys Cloud Contact Centre is a web-based application, which customers securely access via web technologies. All User Interfaces (UIs) in Genesys Cloud are web-based, built on platform independent and browser agnostic frameworks.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: https://help.mypurecloud.com/articles/about-accessibility/
• API: Yes
• What users can and can't do using the API: With the Genesys Cloud Platform API, you can control all aspects of your Genesys Cloud environment. ; https://help.mypurecloud.com/articles/about-apis/
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Through the rich set of API's, BT Genesys Cloud Contact Centre can be used as a platform for customised usage. Further information on the API's available to customers can be found at https://developer.mypurecloud.com/. ; ; Administrators of the BT Genesys Cloud Contact Centre 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: BT Genesys Cloud Contact Centre is built on Amazon Web Services (AWS) and uses a distributed cloud environment: ; BT Genesys Cloud Contact Centre 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. ; BT Genesys Cloud Contact Centre uses Auto Scaling Groups (ASGs) for dynamically scaling our clusters in and out as demand changes and automatically detects failures and launches replacement instances.

Analytics

• Service usage metrics: Yes
• Metrics types: Billable Usage Report: tracks charges for BT Genesys Cloud usage during a specified date range. ; Concurrent Usage Report: shows the peak number of concurrent users logged in to BT 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 BT 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.
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Genesys Cloud

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Complies with a recognised standard (for example CSA CCM version 4.0)
• Data export formats: CSV
• 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: BT Genesys Cloud Contact Centre is available 24 hours a day, 7 days a week, and uses commercially reasonable best efforts to provide 100% uptime (99.99% SLA), except for: ; (i) occasional planned downtime at non-peak hours (for which advance notice will be given); or ; (ii) any unavailability caused by circumstances beyond Genesys' reasonable control.
• Approach to resilience: BT Genesys Cloud Contact Centre (GCCC) 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/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 centers. All BT GCCC services are deployed into multiple AZs; this makes them tolerant in the event of a data center or even entire AZ failure. ; BT GCCC uses Auto Scaling Groups (ASGs) for: Dynamically scaling our clusters in and out as demand changes, Automatically detecting failures and launching replacement instances. ; BT GCCC 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 BT GCCC’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 Contact Centre 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 BT Genesys Cloud Contact Centre creates an incident, updates an incident, or changes a component status.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Administrators can enable multi-factor authentication (MFA) for Genesys Cloud users to increase security and reduce the risk of fraud.
• Access restrictions in management interfaces and support channels: Role and permissions based access control and segmented management interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Administrators can enable multi-factor authentication (MFA) for Genesys Cloud users to increase security and reduce the risk of fraud.

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 have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: BT's & Genesys Security Policies and processes are modelled against ISO27001, SOCII and Cyber Essentials Plus.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: BT Genesys Cloud Contact Centre has an internal change management process that ensures changes do not occur in production until approved by a CRB. Change management procedures include the handling of emergency changes. BT Genesys Cloud Contact Centre achieves an enterprise-grade Secure Software Development Life Cycle through rigorous adherence to secure coding techniques, using developers trained in secure code development, following peer review requirements, performing automated secure code review and vigorous security and unit testing, and using a structured change management program.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Proactive monitoring supplies 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: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: BT is providing end-end support and a single point of contact for all services. BT has an ITIL based service framework. The Desk will perform proactive monitoring. The BT Desk will be interfacing on a Desk to Desk Model with the Buyer’s Service Desk. Incidents received (reactive) or identified by Service Assurance Group (proactive) will be logged in the Supplier’s Incident logging tool. Progress updates to the Buyer’s will be defined and agreed and in accordance with governance policies. Records of numbers of incidents, causes and resolution times will be maintained and reported as part of the regular reporting process.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trials can be customised to suit specific requirements of the customer. The full omnichannel experience is available. Period of the trial can be agreed on request.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LQRA Limited
• ISO/IEC 27001 accreditation date: Friday 16 January 2026
• What the ISO/IEC 27001 doesn’t cover: This covers our published service offers
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA Limited
• ISO 9001 accreditation date: Tuesday 19 August 2025
• What the ISO 9001 doesn’t cover: This covers our published service offers
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 30d49a42-7676-4f9e-ba34-05a211d0dd04
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 31cf450d-d8be-4c72-9251-45f5a9a4025a
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

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