Digital Space Amazon Connect Cloud Contact Centre Migration
Digital Space will migrate you to a cloud contact centre. We create a baseline and consider where savings could be made; review the latest in industry innovations to build a solution suited to your situation and budget; and deliver scalability, resilience, security, and cost optimisation.
Features
- High calibre, certified Architects
- Security Cleared Staff
- High levels of Customer Satisfaction
- Innovative Solution Provision
- Focus on Cloud technologies
- Assist with migration from legacy solutions
- Enhance your solution for agents and customers
- UK based support desk
- Leverage data from your contact centre
- Improve customer experience
Benefits
- Highly skilled, experienced team with deep and wide knowledge
- Official and Official Sensitive solutions design experience
- Focus on delivering solutions to meet customers' needs
- Multi-award winning team
- Track record of successful contact centre migrations
- Agile approach achieving efficient delivery
- Help to solve challenging solution problems
- Assist your team to leverage the latest technology available
- Advise on the best solution that meets your need
Pricing
£595 a person a day
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
6 8 0 7 7 7 3 1 2 3 6 3 0 4 8
Contact
Digital Space Cloud Services Limited
Gary Beddow
Telephone: 0333 220 0222
Email: frameworks@digitalspace.co.uk
Planning
- Planning service
- Yes
- How the planning service works
- We help buyers plan for and make best use of cloud technologies within the call centre allowing them to take advantage of the flexibility, reliability, scalability, security and cost reductions such a system brings. We do this by applying our experience in cloud architecture along with modern call centres and a focus on the consumer to build and deliver a customised cloud call centre solution. We are award-winning experts in automation and can use it to reduce the load on your call centre staff and improve services. We use enterprise architecture and service design techniques to determine the required functionality and how it can best be applied to meet your needs.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Amazon Connect
- 8x8
- Mitel
Training
- Training service provided
- Yes
- How the training service works
- We provide custom training both on native AWS and on our AWS products. This can be included in an implementation project.
- Training is tied to specific services
- Yes
- Services the training service works with
- Amazon Connect
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Digital Space offers a full setup and migration service including discovery, user (and technical) story development, high level and detailed design, implementation, integration, data migration, testing, training, and release. This allows us to help you move your existing contact centre software to our cloud-hosted solution which has been tailored to your needs.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
- Amazon Connect
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
-
We ensure that new infrastructure is fit for purpose by agreeing the design up-front with the client; performing our own tests; asking them to test and sign it off; and then supporting external testing if required.
Where possible, we build environments from scripts such that we can regenerate them rapidly and reliably.
We test client satisfaction with ongoing support services through monthly Service Review meetings. In these, we ask a standard set of quality assurance questions, requiring clients to give us an overall score for our service. Scores below 8 / 10 result in action plans and internal escalation.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Cyber security consultancy
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
- Our UK based service desk and support team provide 2nd and 3rd line support for customer environments.
Service scope
- Service constraints
- N/A
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Initial response is based on the priority of the request:
Critical: 10 minutes
High: 30 minutes
Medium: 30 minutes
Low: 1 day
Working hours in each case.
Further details on response and resolution times are provided in the Service Definition for our Digital Space AWS Managed Support Service - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
-
We provide 3 levels of support:
1: AWS Infrastructure only
2: Infrastructure & Operating System
3: Advanced (includes special security and more integrated working with your team)
24/7 add-on to any of the above levels.
See more detail in our Service Definition for Digital Space AWS Managed Support Service.
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Amazon Web Services (AWS)
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
- Alcumus Isoqar Limited
- ISO/IEC 27001 accreditation date
- 25/8/2021
- What the ISO/IEC 27001 doesn’t cover
- Nothing - all areas of our business
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
- ISO27017 Cloud security
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
We use 100% renewable electricity, monitor and publish our carbon emissions annually, and beat our 2030 carbon reduction target 8 years ahead of schedule. We are making good progress against our 2035 net zero target and are in the top 6% of companies assessed yearly by Ecovadis. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE).
We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners.Tackling economic inequality
Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business.
More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom.
We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge.
Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.Equal opportunity
Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working” reflect that. The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur.
Digital Space supports the Equality Act 2010, where “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase.
That means every employee at Digital Space should have:
• An equal chance to apply and be selected for posts pre-employment
• An equal chance to be trained, developed, and promoted whilst employed with the company
• An equal chance to have their employment terminated equally and fairly
Employees have the right to:
• Fair practices and behaviour in the workplace
• Fair allocations of workload
• A workplace that is free from unlawful discrimination, harassment or bullying
• Merit based selection process for recruitment and promotion
• Fair processes to deal with work-related complaints and grievances
We scored 71% on the government's Modern Slavery Assessment Tool and require all staff to complete regular training on diversity and inclusion issues.Wellbeing
Digital Space provides a number of facilities for its staff to encourage a healthy work environment. Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health.
The company's objectives are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms.
We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're being treated and how this could be improved on a weekly basis.
Pricing
- Price
- £595 a person a day
- Discount for educational organisations
- No