Espire Infolabs Limited

Customer Communication Management

Espire offers end-to-end Customer Communication Management services for personalized, real-time engagement across channels like print, email, SMS, and messaging apps. Available on cloud or on-prem, our CEH framework ensures impactful communication using technologies like Quadient, OpenText, and Smart Communications, backed by consulting, implementation, and managed support.

Features

• Full managed CCM service consulting, implementation, Business As Usual Services
• Upscale and down-scale SaaS service as the business needed
• Data Management (data cleansing, data enrichment)
• Omnichannel customer communication email, chat, WhatsApp, mobile App/web notification
• Document generation and distribution, On-prem integration
• Pay As you go and dedicated Cloud-based CCM platform setup
• Technologies Quadient, OpenText, Stream Serve, Messagepoint
• Technologies Sefas, Smart Communication, Kofax (KTA, KC, KTM), PresConnect
• Migration and Upgrade on Cloud/OnPrem
• Contact center voice, IVR, video, chatbots, Live chat, SMS, email

Benefits

• Highly available and accessible solution
• Device access (Mobile, tablet, Laptop, Desktop)
• Data Enrichment/Management, Analyse/build solutions, automate processes
• Integrated virtual/Live agents in quick span of time
• Omni Channel communication
• Enhanced customer experience
• Capture customer insight to know your customer better
• Inbound Communication Management enhance customer connect
• Automate Migration/Upgrade from Legacy to Modern Platform
• Quick Customer Onboarding based on prebuild framework

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 shariq.imam@espire.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

716659089482623

Contact

Shariq Imam
+44 7557678970
shariq.imam@espire.com

About your service

• Service categories:

  Cloud Support Services

  Managed Cloud

  Managed Public cloud

  • Managed Public IaaS
  • Managed Public SaaS/PaaS
  • Application management

  Managed Hybrid Cloud

  • Managed Hybrid IaaS
  • Managed Hybrid SaaS/PaaS
  • Application management

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes
• Support response times: This is decided as per the SLA that is mutually agreed. Depending upon the priorities, it can vary from 15 mins -4 hrs (Business hours),
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We use webchat provided by Jira which is WCAG2.1 AA, compliant to be used with Assistive technology users.
• Support levels: Espire provides L1, L2, and L3 Managed Services based on ITIL standards:; ; L1 (Basic Support): Incident logging, initial troubleshooting, and user assistance.; L2 (Intermediate Support): Advanced issue resolution, configuration changes, and root cause analysis.; L3 (Expert Support): Complex problem-solving, architecture guidance, and integration support.; ; Cost Structure; Pricing is based on business requirements and the chosen support level (L1, L2, L3). Costs vary depending on scope, SLA commitments, and resource allocation.; Dedicated Resources; For Enterprise-level engagements, we provide a Technical Account Manager (TAM) for strategic guidance and a Cloud Support Engineer for technical assistance and proactive monitoring.; Our goal is to ensure seamless operations, faster resolution, and optimized performance through structured ITIL-based processes.
• AI chatbot: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Pricing

• Discount for educational organisations: No

Architecture roles

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£450.00	£240.00
Solution architect	£470.00	£280.00
Senior solution architect	£500.00	£300.00
Lead solution architect	£520.00	£320.00
Principal solution architect	£550.00	£350.00

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Thursday 11 July 2024
• What the ISO/IEC 27001 doesn’t cover: All Services are covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intetek
• ISO 9001 accreditation date: Thursday 11 July 2024
• What the ISO 9001 doesn’t cover: All Services are covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1922125c-42f9-44af-981e-5f352469faee
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3d6578c3-3415-4fa7-a369-75db8c960afb
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27018:2019
  • ISO/IEC 27017:2015
  • SOC 2 Type 2
  • CMMI for Security

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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 shariq.imam@espire.com. Tell them what format you need. It will help if you say what assistive technology you use.