CCaaS Optimisation, Assurance & Cloud Contact Centre Support
Unlock the full potential of your contact centre. For organisations that have migrated to a CCaaS platform and looking to realise its full potential. We conduct an in-depth audit of your current processes, refining IVR routing, improving First Contact Resolution (FCR) and reducing agent effort. Maximising your CCaaS ROI.
Features
- Independent CCaaS platform health check and review
- Configuration and capability assessment
- Contact centre architecture and design assurance
- Performance, stability, and resilience review
- Omnichannel and routing configuration optimisation
- Workforce and operational alignment review
- Prioritised optimisation and assurance recommendations
Benefits
- Improves cloud contact centre performance and stability
- Reduces operational risk and service disruption
- Ensures CCaaS platforms meet service requirements
- Provides independent assurance to senior stakeholders
- Improves value for money from CCaaS investments
- Identifies configuration gaps and inefficiencies
- Supports compliant and secure service delivery
- Improves customer and agent experience
- Enables informed decisions on platform improvements
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
5 8 9 4 0 7 1 5 3 4 3 2 9 0 1
Contact
NextGenCX
Steve Hindley
Telephone: 020 8064 3783
Email: hello@nextgencx.co.uk
About your service
- Service categories
-
Cloud Support Services
Quality Assurance and Performance Testing
- Assurance/testing design
Service scope
- Service constraints
-
The service does not include:
Software or licence resale
System development or configuration changes
Implementation of recommendations
Ongoing managed services or operational delivery
Any follow-on support would be procured separately.
User support
- Email or online ticketing support
- Yes
- Support response times
-
Weekdays 8 Hours
Weekends - next working day - User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
- Support is provided throughout the engagement via agreed communication channels. Escalation routes are defined at the start of the engagement.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business architect | £595.00 | |
| Associate business architect | £675.00 | |
| Business architect | £800.00 | |
| Lead business architect | £1,000.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate performance analyst | £675.00 | |
| Performance analyst | £800.00 | |
| Senior performance analyst | £900.00 | |
| Lead performance analyst | £1,000.00 | |
| Head of performance analysis | £1,195.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Trainee business analyst | £595.00 | |
| Junior business analyst | £675.00 | |
| Business analyst | £800.00 | |
| Senior business analyst | £900.00 | |
| Lead business analyst | £1,000.00 | |
| Head of business analysis | £1,195.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £900.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate service designer | £595.00 | |
| Junior service designer | £675.00 | |
| Service designer | £800.00 | |
| Senior service designer | £900.00 | |
| Lead service designer | £1,000.00 | |
| Head of service design | £1,195.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate user researcher | £595.00 | |
| Junior user researcher | £675.00 | |
| User researcher | £800.00 | |
| Senior user researcher | £900.00 | |
| Lead user researcher | £1,000.00 | |
| Head of user research | £1,195.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- A3bb54af-85fd-431d-a3ff-6110b9a654ec
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
-
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.
- Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises
- Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
-