EXELA TECHNOLOGIES LIMITED

Outsourced Contact Centre as a Service with BPO

An outsourced cloud contact centre as a service, with optional associated back office and

case management solutions that can be integrated into the overall CCaaS to automate workflow processes. Legacy inputs such as those that rely on paper can also be integrated through the deployment of cloud hosted IDP.

Features

• Messaging and customer support through Email, SMS, WhatsApp, Social Media
• Inbound/Outbound call handling
• Generative AI to inform on next best actions
• Full AI based chatbot technology
• Fully trained FTE, on-site/offsite or WFH
• Multilingual
• Real-time AI powered Analytics
• Payment processing - PCI Compliant
• Intelligent Document Processing (Document AI)

Benefits

• Savings on workspace, time and resources
• Service flexibility and elasticity
• Rapidly stand up new contact centre services and processes
• Excellent quality and customer service
• Access to the latest AI innovations

£20 to £1,200 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 daren.williams@xbpeurope.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

433046826992182

Contact

Daren Williams
07960191798
daren.williams@xbpeurope.com

Planning

• Planning service: Yes
• How the planning service works: We work closely with the customer from initial assessment, throughout the agreed implementation plan and Go-Live.; ; Our implementation teams have years of experiencing migrating customers to an outsourced contact centre as a service.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Contact Centre as a Service

Training

• Training service provided: Yes
• How the training service works: We can provide training via virtual sessions, in order to facilitate the training of buyers employees.
• Training is tied to specific services: Yes
• Services the training service works with: Contact centre as a service

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Assessment: Assessment of current IT infrastructure, and desired outcomes. This helps to cloud solution that perfect Fitment Business Fitment Migration Planning : cloud SMEs build a comprehensive cloud strategy. This strategy will include the service timeline and security. Secure Data move: encryption of the data during the move to Secure sensitive information. Testing and Validation: Testing Before full deployment to minimizes the risk of disruptions Deployment Planning: Detailed deployment planning to minimize disruption and ensure a seamless transition to the cloud environment. Ongoing Support: Post-deployment support throughout the cloud journey.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Google Cloud
  • AWS
  • Azure

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Exela are ISO9001 certified and as such have a fully documented Quality Management System. For our Contact Centre as a Service and associated BPO services, we utilise an in-flight dashboard to monitor our services on an hourly, daily, weekly and monthly basis in order to identify any needs for intervention. All customers receive monthly MI reports on agreed KPIs along with regularly agreed meetings with their appointed Customer Relationship Manager.; ; Internally we have a separate team monitoring our processes as part of our Risk and Control Management Framework, they identify any issues with quality and performance. Further details' on this can be provided upon request.; ; Additionally we are able to send out customer satisfaction surveys through a bespoke solution, so that the quality of the service can be assessed by the buyers customers.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: A 24/7 Helpdesk is available via Telephone/Email/Chat.; ; Within the support function we provide:; ; 1st line Application Support:; ● Single point of contact for Incident, Problem and Change management and query handling (Service Desk); ● Analysis of application status (monitoring / alerting) on correct functioning and performance of the hosted application; ● Providing information (reports) in relation to status of incidents / changes etc.; ● Analysis of incidents and registration; ● 1st line assistance for end user and closing call (including solution registration); ● If needed, escalate to Infrastructure Support or 2nd line Application Support; ; 2nd Line Application Support :; ● IT Application support; ● 2nd level analysis and fact finding; ● Reporting on incidents and problems combined with suggestions for solution; ● Development skills to execute modification to existing platform after review (change management); ● Functional testing as part of change management; ; Infrastructure Support:; ; ● (automated) monitoring and reporting on status on infrastructure functioning, performance and security; ● Analysis of future capacity requirements and implementing changes as a result of that; ● Regular maintenance (patches / DR functionality)

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depends on the customeer requirements for the service
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Testing with text-to-speech software, that not only pronounces all chat elements but is also easy to understand for users with cognitive disabilities.
• Support levels: Level 1, Level 2, Level 3. Price based on customer requirement needs.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Available on request
• ISO/IEC 27001 accreditation date: 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Exela is dedicated to delivering environmental benefits alongside our contractual obligations. This includes achieving net zero greenhouse gas emissions. Here's how: Understanding Our Impact: We have developed a Carbon Reduction Plan aligned with PPN 06/21, can be supplied electronically and will be published on our new website soon. We'll conduct an environmental impact assessment to identify areas for improvement across our operations and supply chain. Collaboration for Change: We'll work with suppliers to reduce their environmental footprint through energy efficiency, waste reduction, and sustainable materials. Investing in the Future: We're transitioning our fleet to electric vehicles and exploring new technologies like renewable energy to minimise our impact. Empowering Action: We'll educate staff and customers on environmental sustainability, fostering a culture of responsible practices. Measurable Progress: We're ISO 14001 certified (with equivalent accreditations across EMEA) and have a three-year plan to deliver environmental benefits: Year 1: Understand our impact. Year 2: Collaborate with suppliers. Year 3: Invest in new technologies. Transparent Reporting: We'll monitor progress using key metrics like greenhouse gas reduction, waste recycling, energy saving, and employee sustainability training. Quarterly reports and publicly available data ensure transparency. Engaging Stakeholders: Throughout the process, we'll engage with staff, suppliers, customers, and communities through: Open communication Educational training Partnerships with environmental organisations Encouraging employee volunteerism Working Together for a Sustainable Future: Exela is committed to achieving net zero emissions and delivering lasting environmental benefits. We believe collaborative action creates significant impact. Additional Considerations: We'll actively promote environmental awareness through marketing and communication channels.

  Tackling economic inequality

  Exela is committed to strengthening supply chain resilience. Here's our approach: Rigorous Onboarding: We conduct financial stability checks, sanctions screening, and collect regulatory documents from all suppliers. Risk assessments ensure a robust supply chain with staged reviews and audits. Collaborative Approach: We'll work with suppliers to improve resilience through diversified supply chains and contingency plans. We understand customer expectations and leverage local suppliers where possible, fostering long-term partnerships with local cleaning, stationery, catering, and maintenance providers. Empowering Suppliers: Training and support will be offered on risk management, supply chain planning, and crisis management, enhancing their resilience and reducing disruption vulnerability. Innovative Solutions: We'll collaborate to develop solutions like blockchain-powered tracking or new storage and distribution methods. Exploration of AI and machine learning will further improve our ability to predict and respond to disruptions. A Three-Year Plan: Year 1: Focus on understanding supplier and customer needs. Year 2: Provide training and support to suppliers. Year 3: Develop innovative solutions for supply chain challenges. Measuring Progress: Metrics include number of trained suppliers, customer satisfaction with resilience measures, and disruptions avoided. Quarterly reports and publicly available data ensure transparency. Stakeholder Engagement: We'll engage with staff, suppliers, customers, and communities through: Ongoing communication Co-designing solutions Training on risk management and crisis preparedness Partnerships with relevant organisations Encouraging employee volunteerism Working Together for Success: By collaborating with all stakeholders, Exela believes we can significantly increase supply chain resilience, benefiting our entire ecosystem.

  Equal opportunity

  Exela is dedicated to fostering a diverse and inclusive workforce . Here's how: Understanding the Challenge: We actively monitor diversity metrics like race, gender, disability, and age (when provided voluntarily). This data helps us identify and address specific inequalities within our company. Implementing Equality Measures: Our policies promote non-discrimination across recruitment, training, promotions, and benefits. All employees have equal access to training and career advancement based on merit. Monitoring and Evaluation: We regularly review our practices to ensure accessibility for disabled employees and analyse diversity data in recruitment to identify underrepresented groups. We monitor pay gaps and publish our Gender Pay Gap report (see: https://emea.exelatech.com/sites/default/files/Gender-Pay-Gap-Report-Summary-2020.21.pdf). Metrics for Success: We track progress using metrics like: Number of hires/promotions from underrepresented groups Number of training participants Number of employees utilizing flexible work arrangements We report progress to stakeholders quarterly and publish data for transparency. Engaging Stakeholders: We collaborate with staff, suppliers, customers, and communities through: Open communication Unconscious bias and equal pay training Encouraging employee volunteering in the local community (e.g., Harlow, Essex) A Long-Term Commitment: Tackling inequality is a core value for Exela, fostering a motivated and diverse workforce. We believe transparency and collaboration will lead to significant progress.

  Wellbeing

  Exela recognises the importance of safeguarding employee wellbeing. With the pandemic, employees have felt extra pressure and stress. In order to support employees, Exela UK appointed 3 Wellbeing champions last year. These 3 champions look after the mental and physical health wellbeing of the entire workforce. A designated helpline has been set up to assist with everything from financial worries to physical health and it directs employees to the correct organisation. The HR department facilitates different initiatives and social activities such as Walking and Running groups or promotes more educational workshops such as healthy eating.

Pricing

• Price: £20 to £1,200 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 daren.williams@xbpeurope.com. Tell them what format you need. It will help if you say what assistive technology you use.