Cloud Contact Centre Services (AWS ProServe)
AWS Professional Services Consultants support customers in deploying a cloud-based contact centre for one line of business such as a call centre, internal help desk or customer service helpline during the cloud contact centre services engagement.
Features
- Design and implement operational cloud-based call centre
- Uses AWS services including Amazon Connect
- Design and implement up to 10 call flows (IVR)
- Call flows use text-to-speech and interactive voice response
- Call flow (IVR) integration with up to one customer application
- Basic reporting configuration using Amazon Connect Call Trace Reports
- Documentation for transition to Amazon Connect
Benefits
- Pay-as-you-go pricing based on usage and call volume, reducing costs
- Increased flexibility to scale up and down relative to demand
- Increased innovation, easy deployment of cloud-based solutions
- Out-of-the-box intelligence for automated customer interactions/responses and call routing.
Pricing
£1,161 to £2,534 a unit a day
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
5 0 7 1 4 1 6 4 0 1 6 3 0 9 6
Contact
Amazon Web Services EMEA Sarl, UK Branch
John Davies
Telephone: 02036801685
Email: aws-ukps-frameworks@amazon.com
Planning
- Planning service
- Yes
- How the planning service works
- The Cloud Contact Centre Service provides a structured approach to evaluate the customer's current capabilities and compare those against industry best practice.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- Amazon Web Services
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- Yes
- Security services type
- Security design
Ongoing support
- Ongoing support service
- No
Service scope
- Service constraints
- Onsite engagement may start 2-6 weeks after call-off signature.
User support
- Email or online ticketing support
- No
- Phone support
- No
- Web chat support
- No
- Support levels
- N/A
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- 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
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Fighting climate change
-
Fighting climate change
AWS is committed to running its business in the most efficient and sustainable way possible, and we are on a path to powering our operations with 100% renewable energy by 2025, five years ahead of our original target of 2030. Amazon is the world’s largest corporate purchaser of renewable energy, and in October 2021, Amazon’s first UK renewable energy project became operational and started delivering clean energy to the grid. In 2021, AWS joined the data centre industry in Europe to create the Climate Neutral Data Centre Pact, an industry commitment to proactively lead the transition to a climate neutral economy (https://www.climateneutraldatacentre.net/).
A study by 451 Research found that AWS infrastructure is five times more energy efficient than the average surveyed European enterprise data centre. The study also found that moving a megawatt of a typical compute workload from a European organisation’s data centre to AWS Cloud could reduce carbon emissions by up to 1,079 metric tons of carbon dioxide per year.
AWS achieves lower energy use in its data centres through innovation, such as designing cooling systems that reduce energy and water use (https://sustainability.aboutamazon.com/environment/the-cloud/water-stewardship), and using real-time sensor data to adapt to changing weather conditions. AWS’s scale enables high resource usage, and its global cloud infrastructure is built using Amazon’s own custom hardware, purpose-built and optimised for workloads run by AWS customers.
We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include game days, hackathons, immersion days and well-architected reviews, and providing access to our new Carbon Footprint Tool (https://aws.amazon.com/blogs/aws/new-customer-carbon-footprint-tool/). - Covid-19 recovery
-
Covid-19 recovery
As part of our response to Covid-19, AWS is providing highly scalable and reliable infrastructure capacity, technical support, and AWS services to help customers with their research, remote work and learning, and other solutions to address their needs and the effects this is having on communities and businesses. Examples include: hosting the AWS Covid-19 data lake, a centralized repository of up-to-date and curated datasets focused on or related to the spread and characteristics of Covid-19; helping the NHS to innovate and experiment quickly by funding proof of concepts; and working with technology consultancy Slalom on an automated service that aimed to reach 1.5 million of the UK’s most vulnerable people and help them register to receive social and medical care, and essential supplies. The service was set up in 48 hours thanks to the flexibility of cloud computing.
We offer a range of initiatives to help with the creation of opportunities for unemployed or underemployed individuals. AWS Academy helps prepare students for careers in the cloud, AWS Educate provides free self-paced training, AWS Training and Certification helps to build and validate cloud skills, and AWS re/Start offers a full-time, classroom-based skills development and training programme preparing individuals for careers in the cloud and connecting them to potential employers. AWS has committed to investing hundreds of millions of pounds to provide free cloud computing skills training for 29 million people by 2025 (https://www.aboutamazon.com/news/workplace/amazon-to-help-29-million-people-around-the-world-grow-their-tech-skills-with-free-cloud-computing-skills-training-by-2025).
We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include provision of AWS Training and Certification courses, access to AWS re/Start to support re-skilling and employment, and access to AWS Activate to support local businesses. - Tackling economic inequality
-
Tackling economic inequality
A report (https://aws.amazon.com/executive-insights/ukir/impact-of-aws-in-the-uk/) from independent consultancy Public First, estimates AWS is generating £8.7 billion in economic value for businesses across the country—the equivalent of 0.4% of the UK’s GDP, more value than the Premier League or the music industry. The report also found that if we could increase cloud prevalence in the North East to match that of London, it would boost local productivity and wages by 2.6%, or around £1.4 billion a year.
AWS initiatives to help businesses and individuals access the benefits that cloud services can provide include AWS Activate (https://aws.amazon.com/activate/) which provides benefits including AWS credits and architecture guidance so new businesses can succeed with AWS, the AWS Digital Innovation Program which introduces business leaders to Amazon's peculiar, customer-centric approach to innovation, AWS Skills Guild, a comprehensive skills enablement program that builds cloud fluency across an organisation, and AWS Startup Loft Accelerator, a 10-week, virtual, equity-free acceleration programme for early-stage start-ups in EMEA.
We provide training and support for educational attainment through schemes including AWS Academy, which helps prepare students for industry-recognized certifications and careers in the cloud, AWS Educate, which provides hundreds of hours of free self-paced training and resources, AWS Training and Certification, which helps to build and validate skills, and AWS re/Start which prepares unemployed and underemployed individuals for cloud careers through classroom-based training.
We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will be aligned with the scope and scale of each contract and each customer’s priorities. Examples include enabling access to AWS Activate, AWS Academy, and AWS Educate, provision of AWS Training and Certification courses to enable skills development, and hosting a hackathon, game day or immersion day to develop understanding of secure ways of working. - Equal opportunity
-
Equal opportunity
At AWS, we believe that technology should be built in a way that’s inclusive, diverse, and equitable. We are committed to having a diverse workforce not just because it allows us to continue driving innovation for our customers, but because it’s also the right thing to do for our employees.
We recently announced selection of 12 participants for the first AWS Healthcare Accelerator in the UK, a four-week programme cultivating and promoting innovative start-up solutions, with 50% of the cohort identifying as women-owned or minority-owned start-ups. AWS is also launching a new AWS Impact Accelerator, a programme that supports high-potential, pre-seed start-ups, that commits more than $30 million over the next three years to start-ups led by Black, women, Latino, and LGBTQIA+ founders.
AWS has invested $50 million to support the creation of STEM-focused programs at AWS and partner organisations and announced our intent to help 29 million people around the world grow their technical skills with free cloud computing training by 2025.
AWS GetIT is an initiative first launched in the UK in 2018 and since rolled out worldwide to introduce students aged 12-13, and in particular girls, to cloud computing and digital skills and challenge long standing gender stereotypes, and AWS re/Start is a full-time, classroom-based skills development and training program focused on unemployed or underemployed individuals, including military veterans, their families, and young people.
We will include specific and measurable social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will be aligned with the scope and scale of each contract and each customer’s priorities. Examples of potential commitments include enabling access to AWS GetIT and AWS re/Start, funding for bursaries, or local grants to organisations working to support under-represented groups or provide resources to digitally excluded individuals. - Wellbeing
-
Wellbeing
AWS is committed to providing the support, benefits, and opportunities its employees need to be successful. AWS offers employees access to benefits to support physical and financial well-being, including access to healthcare coverage and long-term savings plans. Additionally, employees around the world and their eligible dependents have access to an Employee Assistance Programme that provides mental health support 24 hours a day.
Our leadership principles describe how Amazon does business and we demonstrate the leadership principles through our actions every day. We recently added two new leadership principles focused on ensuring a safer, more productive, higher performing, more diverse, and more just work environment; and being humble and thoughtful about the effects of our actions on our customers, our employees, our partners, and the world at large.
We are constantly evaluating new opportunities to optimise how we build capabilities, and prepare for future challenges. Connections is a real-time employee feedback mechanism delivering questions to every Amazon employee and generating more than 1.2 million responses from employees daily. Connections provides insights to managers and leaders to review and take actions as they uncover issues or see opportunities to improve.
Our global teams work closely with suppliers to communicate our standards and help suppliers build capacity to provide working environments that are safe and respectful of human rights. We routinely evaluate our supply chain to understand the highest risks to workers and prioritize our efforts.
We will include specific and measurable additional social value commitments as part of contracts procured via G-Cloud for customers that require them. These commitments will align with the scope and scale of each contract and each customer’s priorities. Examples of potential social value commitments include hosting immersion days, holding webinars, and providing local grants to organisations focused on promoting health and wellbeing.
Pricing
- Price
- £1,161 to £2,534 a unit a day
- Discount for educational organisations
- No