EntServ UK Ltd part of the DXC Technologies Group

DXC Technology Contact Centre as a Service

DXC Cloud Contact Centre as Service is consumption-based operating expense, It eliminates fixed costs and technical debt, and the provision of a contemporary customer engagement experience enabled by modern technology, such as cloud-based operations, artificial intelligence, and flexibly configured application content that could be deployed at pace and at scale.

Features

• Full suite of Cloud Contact Centre and associated services
• Enterprise-class support included as standard at all service level agreements
• A consumption-based managed contact Centre service
• S3, CloudWatch, auto-scaling services, Platform X
• 24/7 support (DevOps) and infrastructure automation
• Highly resilient solutions across multiple AWS zones

Benefits

• Focus on core operations while we manage your Contact Centre
• Increase agility with automated deployment and 24x7 support.
• Flexible, consumption-based cloud model; lower infrastructure support costs
• Enhance Key Performance Indicators
• Comprehensive assessment and migration services
• Suitable up to OFFICIAL-SENSITIVE
• Supported by UK Government SC and DV resources

£557 to £1,822 a unit a day

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

528469385728285

Contact

DXC Frameworks Team
+44 330 105 8389
ukitenders@dxc.com

Service scope

• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time of less than 15 minutes for Priority 1 tickets
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: DXC provides enterprise level support on a 24x7 basis, backed by a comprehensive Service Level Agreement (SLA). The service includes Change, Configuration, Problem, Incident and Event Management. Endpoint Protection and Anti-Malware / Anti-Virus, Patch Management, Access Management. Data backup and restoration. ; ; A designated Cloud Support Engineer is assigned to each customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: DXC will provide a comprehensive package of technology and account support to help new customers onboard to the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be copied off customer VMs using SFTP or equivalent prior to contract end. Data can be copied off customer EC2 instances using SFTP or equivalent prior to contract end. Data can be extracted from databases using SQLDump or equivalent and then transferred as per above. For bulk transfers, customers can use AWS Snowball.
• End-of-contract process: DXC provides notice of impending end of contract period. User can then recover data by a variety of means. DXC close services at end of contract, data is retained post contract until user confirms data has been recovered.

Using the service

• Web browser interface: Yes
• Using the web interface: DXC Cloud Contact Center supports Web Interface integration
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: Functional testing
• API: Yes
• What users can and can't do using the API: All aspects of the Cloud Contact Centre service can be managed using the API.
• API automation tools:
  • Chef
  • Terraform
  • Puppet
  • Other
• Other API automation tools: CloudFormation
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: All aspects of the service can be managed using the CLI.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: By Optimising Call flows and Automation to scale on demand and leveraging Bots
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Service consumption
  • Survey
  • Agent & Customer specific Metrics
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Interactions
  • Surveys
• Backup controls: Backup schedules are agreed during customer On-boarding.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: VLAN; VPCs; SSO; Multifactor Authentication

Availability and resilience

• Guaranteed availability: Resilience configurations offering server availability up to 99.99%
• Approach to resilience: The AWS Global infrastructure is built around Regions and Availability Zones (AZs) to provide resilience and redundancy of deployed customer solutions. Each AWS Region provides multiple, physically separated and isolated Availability Zones (always with at least two datacentres) which are connected with private low latency, high throughput and highly redundant fibre-optic networking. Optimized Call flow & provide Multi Channel support Capability.
• Outage reporting: Email alerts and dashboard

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through a combination of username and passwords, multifactor authentication, firewalling, IP restrictions, the use of bastion hosts as appropriate.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd’s Register
• ISO/IEC 27001 accreditation date: 28/05/2018
• What the ISO/IEC 27001 doesn’t cover: Available on Request
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/11/2016
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • HIPPA
  • FedRAMP
  • Cyber Supplier to Government
  • CHECK
  • CREST
  • Cyber Essentials
  • PSN Assured and PSN Protect

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: DXC information security policies and processes are accredited to ISO 27001 and comply with National Laws and Industry Policies where applicable.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Configuration and Change Management conducted to ITIL Standards.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability and Patch Management are delivered in line with specific policies which are verified as part of the CSA Star and ISO27001 certifications.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Protective Monitoring is provided in line with GPG13 requirements.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident Management follows documented Security Incident Management Policies and Process which are verified as part of the ISO27001 and CSA Star Certifications.

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 v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Amazon maintain their own datacentre certifications.

Social Value

• Fighting climate change:

  Fighting climate change

  As a responsible business, with a commitment to environmental sustainability, we set and exceed ambitious environmental goals to mitigate our climate impacts. Some of these commitments include:; ; • Implementing a virtual-first business model to enable a remote workforce, thereby reducing our office footprint, employee commuting and business travel; • Pursuing efficiency programs for offices and data centres to reduce energy consumption; • Procuring renewable energy to reduce carbon emissions; • Reducing waste generation, increasing recycling and working with suppliers to minimise waste and harmful environmental impacts; • Promoting sustainability and resource efficiency within our supply chain; • Designing solutions and services to optimise their environmental performance; • Providing sustainable products and services to help customers achieve their environmental goals.; ; This past year, DXC Technology have run the following initiatives to drive our environmental goals.; ; Green Skills Week – Our STEM (Science, Technology, Engineering and Mathematics) ambassadors organised a virtual activity for Green Skills Week, teaching 50 young people how digital transformation is driving the Green Industrial Revolution, and giving them work experience in the technology industry. The Green Skills Week is an initiative that supports the Government’s Green Industrial Revolution, whilst tackling unemployment. ; ; Conservation Awareness – In 2021, our Lancashire office organised a series of virtual activities to mark the week of Earth day. Employees shared sustainability tips each day on our Facebook for Work platform, Workplace, and participated in a competition to ‘Build the Best Bug Hotel’ out of used, recyclable domestic materials, raising awareness for the concept of circular economy.; ; Awards; DXC Technology holds a Gold Award from EcoVadis for 2021, the world’s most trusted provider of business sustainability ratings. This places DXC in the top 5% of companies assessed by EcoVadis for environmental and sustainable procurement practices.
• Covid-19 recovery:

  Covid-19 recovery

  DXC Technology has implemented recommended COVID-19 Secure Requirements across our UK centres. These measures include: ; ; • Maximising ventilation and fresh air on site. This has been implemented by maximising natural ventilation – such as opening doors, windows and air vents when possible; • Implementing several measures to ensure two meters of social distance between staff on site. ; • Enhanced our site cleaning to reduce the chance of contact transmission.; • Our staff are committed to:; o Engaging and co-operating with the guidelines to ensure the controls are applied diligently; o Working from home – 90% of our UK workforce have a home-working arrangement, which has not only ensured the safety of our employees during the pandemic but also meant no material disruption to the delivery of vital services to our customers.; ; Supporting local Redundancies – Our DXC Erskine Technology campus hired over 70 local people who had experienced pandemic-related job loss, having worked in the hospitality industry, transport sector, and in Glasgow Airport. The new hires were retrained in end-to-end processes for rebuilding digital devices, enabling them to change their careers and move further into the IT industry. New hires were able to stay with DXC if they chose; while for some, DXC provided a temporary support net in a difficult time, and others it has been a positive, long-term career change.; ; Supporting Public Services - DXC also played a critical role in the continuity of vital public services, including providing the IT equipment and infrastructure underpinning the Nightingale Hospital in London and equipping the Government departments with the means to move large numbers of staff to home-working environments. DXC and its staff received wide-scale praise from Government for its vital role in supporting civil servants in unprecedented and difficult conditions.
• Tackling economic inequality:

  Tackling economic inequality

  STEM Learning Partnership; DXC Technology delivers its STEM initiatives in partnership with STEM Learning. DXC works with STEM Learning to find relevant, local opportunities for outreach across the UK, and continued to do this virtually throughout the pandemic. Through STEM Learning, it is possible for DXC to connect with any of up to 230,000 schools in the UK.; ; In 2021, DXC won the award for Most Inspirational North East Technology Employer North East STEM Awards. DXC Technology’s STEM Ambassadors were recognised for continuing to provide a variety of STEM activities online. Some of these activities include:; ; LGBTQ+ Diversity in STEM – DXC’s STEM ambassadors and our UK Pride Business Resource Group hosted a Lunch and Learn session on 23 June 2021 to mark Alan Turing’s birthday and commemorate the contributions he made to STEM and the LGBTQ+ community. The Lunch and Learn helped build awareness of the importance of LGBTQ+ figures in STEM.; ; STEM Role Models - STEM Ambassadors in DXC’s Early Careers programme created a video detailing their graduate and apprentice experiences in DXC as an IT company. The video was distributed in a virtual STEM pack to schools in the local Lancashire area to encourage young people to consider a career in STEM. The video helped make careers in STEM relatable by providing role models, ‘busting’ myths about working in the IT industry, and illustrating the diversity of career paths available.; ; Charity and Philanthropy ; Many of DXC's charitable activities in the UK are run by DXC's employees. With the support of our DXC Cares Programme, we foster a culture where people can contribute to what is important to them. Staff are also supported to volunteer, enabling a greater impact in local communities. The DXC Cares Programme facilities our culture of community and voluntary engagement.
• Equal opportunity:

  Equal opportunity

  Equal Opportunities Policy; DXC Technology Equal Opportunities policy makes it clear that all current and former employees, applicants, customers, suppliers and visitors at DXC must receive equal treatment and that unlawful discrimination based on protected characteristics is prohibited. The policy applies to recruitment, pay and conditions, training, appraisals, promotions, conduct at work, disciplinary and grievance procedures, and termination of employment. ; ; Mandatory Training ; DXC requires all UK employees to complete mandatory online Diversity & Equal Opportunities training.; ; Anti-Harassment and Bullying Policy; DXC’s Anti-Harassment and Bullying policy prohibits the harassment or bullying of DXC staff including consultants, contractors or agency workers as well as our customers. ; ; IDEAS Programme ; The IDEAS Programme promotes Inclusion, Diversity, Equity, Allyship and Storytelling across the business.; ; Employers Network for Equality & Inclusion (ENEI); In 2020, the ENEI helped DXC understand how to create an inclusive environment where diversity can thrive and develop our Diversity & Inclusion strategy.; ; Employee Resource Groups ; DXC's Employee Resource Groups (ERGs) are local, passionate employees who work alongside the ideas programme to raise awareness and foster change. ; ; The Dandelion Programme; The Dandelion Programme is DXC's initiative to recruit people from within the autism community.; ; Apprentices & Young People; DXC works with local colleges, universities and national training providers to hire apprentices into the UKI business. ; ; STEM Learning Partnership; DXC delivers its STEM initiatives in partnership with STEM Learning, the UK's largest provider of education and careers support in science, technology, engineering and mathematics. ; ; Awards ; In 2021, DXC received top score of 100 in the Disability Equality Index the third consecutive year. ; ; DXC won the 2021 Comparably Award for Best CEO for Diversity and was listed as one of Comparably’s 2021 Top Companies for Diversity.; ; DXC won the award for Most Inspirational North East Technology Employer at the 2021 North East STEM Awards.
• Wellbeing:

  Wellbeing

  DXC Technology Programmes; DXC Technology wellbeing initiatives in the UK and Ireland.; ; Mental Health First Aiders initiative and recognition platform ; DXC launched a Mental Health Support Programme across our UK and Ireland region, where DXC Mental Health First Aiders (MHFAs) provide additional wellbeing support to DXC's people. Similar to certified first aiders (whose focus is on physical health in the Workplace), MHFAs will focus on the mental wellbeing of our people by offering support to those experiencing issues related to their mental health and wellbeing.; ; Employee Assistance Programme ; The DXC Employee Assistance Programme (EAP) is a service designed for supporting the personal matters of our people, such as bereavement, family issues or tax support. The services are available 24/7, 365 days a year, and include counselling services, online CBT and critical incident support.; ; Support for Virtual First ; DXC provides resources and support to employees to ensure their wellbeing is fully supported whilst working from home. Examples of these resources are below. ; • Mindfulness Timeouts: Regular “Mindfulness Timeouts”; • DXC Gear: DXC’s internal Virtual First equipment provider. ; • DXC University: DXC’s internal learning platform. It provides a range of advice, from saying socially connected, being productive, and virtual etiquette. ; • Online Learning: DXC provides thousands of materials on wellbeing topics on DXC University, open and free to all employees. ; • Building Resilience in Your Personal and Professional Life: Helps enable learners to stay productive, positive and professional during crises such as pandemics. ; • DXC Remote Working Tips: is a handbook to help employees maintain their wellbeing whilst working remotely and work securely. ; ; Wellbeing Events; • Mental Resilience Session ; • Managing Anxiety Sessions; • Global Webcast: Building Care and Community Around Employee Mental Health; • Mental Health Workshop; • Alcohol Awareness Session

Pricing

• Price: £557 to £1,822 a unit a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Services are available for proof of concept testing, as well as certain assessment services.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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