TTEC CONSULTING (UK) LIMITED
TTEC Digital Cisco Webex Contact Centre Professional Services
TTEC Digital provide a series of contact centre consulting accelerators that deliver faster and better citizen and customer experience outcomes with better operational performance. Ranging from digital transformation to operational optimisation, the accelerators are a rapid way to improve key performance metrics and are delivered using an agile delivery methodology.
Features
- Development of Citizen and Customer Experience Vision and Strategy
- Journey Mapping Analytics and Benchmarking
- Speech and text analytics to establish user voice and intent
- Legacy technology assessment and future technology roadmap
- Rapid business case and business plan development
- Rapid and agile prototyping to test improvements quickly before scaling.
- Scalable implementation planning
- Benefit measurement and tracking to ensure key performance measures improvement
- Change management to increase user engagement and solution adoption
- Training and development to enable continuous improvement of the solution
Benefits
- Provides a strategic direction and aligns stakeholders
- Identifies customer experience friction points. Compares experiences and prioritises improvements
- Delivers insight into the user's qualitative needs, behaviours and intents
- Identifies and prioritises IT blockers and enablers to support planning.
- Provides the business outcome rationale for stakeholders to sign off
- Provides a rapid and economic validation of the expected outcomes
- Provides the clear route from pilot to full scale implementation
- Ensures benefits are measured and delivered
- Increases success through greater user engagement and adoption
- Provides the training required to continuously improve the service
Pricing
£100 a unit
Service documents
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 Olivia.Shaw@ttecdigital.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
4 8 7 4 2 8 6 7 5 7 8 7 1 9 5
Contact
TTEC CONSULTING (UK) LIMITED
Wayne Kay
Telephone: 0113 5432620
Email: Olivia.Shaw@ttecdigital.com
Planning
- Planning service
- Yes
- How the planning service works
- TTEC Digital have a proven approach and provide expert and experienced resources to create and execute integrated business and technical planning for the implementation of could hosting and cloud software.
- Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
- TTEC Digital's training accelerator provides roll out implementation support and includes expert project management. A key component of the approach is measure and track the impact on the key performance indicators. Included in the approach is a change management plan and execution to provide stakeholder communication and drive end-user change adoption as well as the development and execution of a Training plan development and content creation and delivery.
- Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- TTEC Digital provide integrated business and technical advisory services to support the migration to the cloud and between cloud hosting services. This varies from service to service, tailored to customer requirements.
- Setup or migration service is for specific cloud services
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- No
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. TTEC Digital 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
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
- Once the buyer enters into an Agreement, they will be assigned a TTEC Digital Point of Contact (POC). For matters pertaining to service such as inquiries, change requests, and escalations, your POC will be available by phone or email during regular business hours (9 to 5 (UK time), Monday to Friday. TTEC Digital will provide commercially reasonable efforts to provide a response or resolution to your matter.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Coalfire Certification, Inc.
- ISO/IEC 27001 accreditation date
- 15/08/2023
- What the ISO/IEC 27001 doesn’t cover
- Certification available on request.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- PCI Security Standards Council
- PCI DSS accreditation date
- 12/12/2023
- What the PCI DSS doesn’t cover
- Certification available on request.
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
-
- SOC 2, Type II
- HIPAA
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
TTEC Digital is deeply committed to addressing the urgent issue of climate change and taking proactive steps to minimise our environmental impact. We firmly believe in conducting business in a sustainable manner and actively encourage our employees, partners, clients, and suppliers to join us in this endeavour.
To achieve our sustainability goals, we have implemented various initiatives aimed at reducing waste, promoting energy and water innovation, and implementing reuse-reduce-recycle programmes. We also support and participate in initiatives that focus on preserving natural resources and ecosystems.
Our commitment to environmental responsibility is evident in our annual Environmental, Social, and Governance (ESG) Report, which provides a comprehensive overview of our sustainability efforts. This report, along with our ESG-related policies, can be accessed on our website: https://www.ttec.com/about-us/esg-growing-a-socially-and-environmentally-responsible-business .
One of our key initiatives is the promotion of a sustainable work-from-home platform, which not only reduces energy consumption but also encourages resource reuse. We have made significant investments in technology and infrastructure to ensure that our remote operations are environmentally friendly.
To ensure accountability and transparency, we have implemented shared ESG accountability among our senior management team, ensuring sustainability goals are integrated into our overall business strategy and decision-making processes.
Furthermore, we have developed a comprehensive Carbon Reduction Plan that outlines our commitment to achieving Net Zero emissions by 2045. Approved by our Executive Team, this plan can be accessed on our website: https://ttecdigital.com/pages/carbon-reduction-plan .
At TTEC Digital, we recognise the urgency of addressing climate change and are dedicated to creating a more sustainable future. By taking proactive steps and working together, we can make a significant impact in combating climate change and preserving our planet for future generations.Covid-19 recovery
TTEC implemented a swift transition to remote working using our award-winning work-at-home model. This allowed all staff to continue their work from the safety of their homes. For those employees who still needed to work at physical sites, we implemented social distancing and safety measures. This included the implementation of directional markings and a strict schedule to ensure social distancing, temperature checks at entry points, and the installation of hand sanitising points throughout the office. We also organised entry and exit ways to minimise contact and posted health and safety reminders throughout. Regular surface disinfections were carried out to maintain a clean and safe environment.
Recognising the challenges of working remotely, TTEC Digital developed a series of videos and webinars to support staff in coping with isolation while maintaining their health. TTEC also provided targeted Covid-19 support and information through videos, such as those on self-isolating together and vaccine webinars.
Furthermore, our local recruitment team conducted research on candidate demographics in sectors highly impacted by redundancies during Covid-19, such as retail, hospitality, and tourism. This allowed us to target job advertisements and provide employment opportunities to those who were affected by the pandemic.Tackling economic inequality
TTEC addresses UK economic inequality by implementing remote and hybrid location options that specifically supports disadvantaged geographies.
This strategy aims to enhance individuals' digital skills by focusing on improving their digital aptitudes in specific areas. TTEC offers the "TTEC Talent" learning platform, equipped with cutting-edge technology, providing continuous courses in essential digital skills. Through this online portal, individuals can access a wide range of skills covering career development and performance management. It enables new employees to chart their career path by crafting personalised professional development plans, inclusive of free, top-tier training designed to lead to professional certifications. TTEC additionally offers grants of up to $4,500 (US) to help enable employees to complete courses taken toward a degree at fully accredited institutions.
Employees can discuss career path resources like the TTEC Mentoring Programme with a dedicated Human Resource representative.
In 2022, TTEC employees globally completed an average of 42 courses each, resulting in a total of 2.9 million courses and over 642,000 hours of career development and training.
The recruitment process includes support for CV writing and interview preparation to help with access for all applicants. TTEC monitors diversity in the recruitment process, and Recruitment and HR are trained in ensuring inclusivity.
To ensure a diverse and representative workforce, we incorporate positive action initiatives into our recruitment and selection process. By placing advertisements in minority press, women-targeted websites, and other diverse platforms, we encourage underrepresented groups to apply.
Our hiring process includes assessment elements that mitigates subconscious bias. After hiring, we provide programmes that focus on career paths for underrepresented people like our Employee Resource Groups. We also provide hardware and software accommodations to meet the different needs of individuals with various requirements.Equal opportunity
TTEC upholds its commitment as an Equal Opportunity Employer, ensuring all individuals have equal access to employment opportunities without any form of discrimination. We actively seek to hire local talent and provide part-time and flexible working options to accommodate different needs.
In 2022, TTEC Digital launched a complimentary programme aimed at imparting digital skills to individuals across the UK. The inaugural pilot course was held in Manchester. The objective is to facilitate access to learning in cloud computing, artificial intelligence, and other technologies for the next generation. TTEC is unwavering in its commitment to ensuring that all individuals in the UK possess digital literacy and receive training that prepares them and their communities for a future where technology plays a pivotal role in transforming operations and functions for companies, schools, and governments. This one to two-day workshop provides participants with access to a plethora of digital technologies such as the Power Platform. Participants who successfully complete the programme receive certification and can apply to our highly esteemed Digital University Programme, which offers a 12-week immersive course at no cost. Graduates of this programme emerge with comprehensive proficiency in critical areas such as business intelligence (BI), artificial intelligence (AI), and various programming languages and application programmes. Many graduates of this programme have successfully transitioned into full-time roles within our organisation, with 80% of these FTEs being women.
Furthermore, TTEC has a Diversity, Equity & Inclusion (DE&I) Council, which brings together company leaders representing a range of ethnicities, nationalities, genders, abilities, and sexual orientations who advise TTEC management on DE&I best practices and supporting our Employee Resources Groups.
TTEC has been recognised for its commitment to inclusion, named as one of Forbes' Best Employers for Diversity and World's Top Female Friendly Companies in 2022.Wellbeing
TTEC Digital offers a comprehensive health and wellbeing package to its employees. This includes private healthcare insurance through Vitality, which provides access to private healthcare facilities and treatments such as physiotherapy, online counselling, and major surgeries. This insurance also helps employees cover high or unexpected medical bills.
In addition, TTEC provides a comprehensive employee assistance programme that offers confidential life management and personal support services. This programme includes practical guides and resources for family, financial, and legal issues, education, and health. It also offers free telephone counselling services.
TTEC also prioritises the health and wellbeing of its employees by offering in-house courses, including a Mental Wellbeing course. This course helps employees develop coping mechanisms and wellbeing plans for both their work and personal lives. Its aim is to support employees in maintaining their mental health and overall wellbeing.
During the Covid-19 pandemic, TTEC enhanced its wellbeing offer to support employees in coping with isolation while maintaining their health. This included the development of a series of videos and webinars. The videos covered topics such as working in a team, while the webinars focused on working from home and staying sane. TTEC also provided targeted Covid-19 support and information through videos, such as those on self-isolating together and vaccine webinars.
Pricing
- Price
- £100 a unit
- Discount for educational organisations
- No
Service documents
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 Olivia.Shaw@ttecdigital.com.
Tell them what format you need. It will help if you say what assistive technology you use.