Generation Digital

AI Contact Centre as a Service (CCaaS) Services

AI Cloud Contact Centre Consultancy service is for organisations that require an experienced consultant to help transition to a cloud contact centre service. Service includes Business Needs Analysis, Strategy Business Case, Procurement and Implementation with consideration of security. We advise on the latest technologies including AI, IaaS, SaaS, PaaS, CCaaS.

Features

• Holistic approach to designing and delivering AI CcaaS
• A user-centric approach using service design methodology
• Identifies and interviews end users
• Maps out ‘as-is’ and ‘to-be’ technology landscapes
• Builds prototype for the use case
• Conducts user testing to iterate the solution
• Designs the value proposition and builds business case
• Creates roadmap to take the MVP live
• Identifies use cases to expand scope of AI CcaaS

Benefits

• AI CcaaS Business Case & Strategy
• Combined advisory, design, build, and architecture services
• De-risks delivery using GD scalable approach
• Holistic technology-agnostic framework enables change of systems, removing rework
• Solution remains available beyond sprint to support business case internally
• Recommended roadmap for next steps and future phases
• Assesses business value rapidly and reduces costs of delivery
• Avoids wasted investment by avoiding unwanted features
• Delivered features meet user needs
• Project stakeholders learn about Conversational AI assistants through the framework

£300 a unit a day

• Education pricing 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@gend.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

335681233564163

Contact

Thomas Sutton
0203 6379 776
gcloud@gend.co

Planning

• Planning service: Yes
• How the planning service works: Proven Enterprise Agile delivery approach, which is aligned to the GDS service framework, in order to guide clients through the planning and implementation of cloud services.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Provide comprehensive training across all provided services, including cloud services training, knowledge transfer, accreditation development and shadowing.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Comprehensive setup and migration services to help organisations set up or move between AI CcaaS. Generation Digital has delivered many complex application migrations from on-premises to cloud, and has developed an end-to-end, five-step process to assist with smooth migration. The process' steps include building the business case, application assessment and migration strategy, validation and testing, migration execution, and operating and optimising.
• 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: Experienced test practitioners deliver a range of QA and performance testing services, including:; • Defining and establishing test policy.; • Agile test strategy.; • Test tooling consultancy.; • Test project health check assessments.; • Agile transition.; • Test process re-engineering.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

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: GD can provide services on a resource augmentation basis, as part of a project team, as an outsourced service, and as a fully managed service, customised to client service requirements. All hyperscale cloud providers are supported.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support levels are customised to client requirements, however default support levels are:; • Priority 1: - Response time = 30 minutes - Target Resolution time = 4 hours; • Priority 2: - Response time = 1 hour - Target resolution time = 8 hours; • Priority 3: - Response time = 2 hours - Target resolution time = 3 days; • Priority 4: - Response time = Next working day - Target resolution time = 10 days
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Support levels: Support levels are customised to client requirements, however default support levels are:; • Priority 1: - Response time = 30 minutes - Target Resolution time = 4 hours; • Priority 2: - Response time = 1 hour - Target resolution time = 8 hours; • Priority 3: - Response time = 2 hours - Target resolution time = 3 days; • Priority 4: - Response time = Next working day - Target resolution time = 10 days

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: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  This G-Cloud service will deliver against the Fighting climate change social value theme by reducing unnecessary travel.

  Covid-19 recovery

  This G-Cloud service will deliver against the social value theme by Accelerating AI adoption.

  Tackling economic inequality

  This G-Cloud service will deliver against the social value theme by creating new opportunities.

  Equal opportunity

  This G-Cloud service will deliver against the social value theme by developing unbiased systems.

  Wellbeing

  This G-Cloud service will deliver against the social value theme by improving user experience.

Pricing

• Price: £300 a unit a day
• Discount for educational organisations: Yes

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@gend.co. Tell them what format you need. It will help if you say what assistive technology you use.