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Magia CX UK Ltd

Citizen Experience with Oracle CX

Set-up, delivery, implementation, and ongoing support: Oracle B2C (Service Cloud)(RightNow); Oracle Intelligent Advisor (OIA); Oracle Policy Automation (OPA); Oracle Digital Assistant (ODA); Customer CRM 360, Customer Self Service, Public Sector Citizen and Employees self-service; Social Enterprise Technology, HR & IT Helpdesk.
Integration: Oracle CX; Oracle OCI; Oracle HCM; AWS; Microsoft.

Features

  • Oracle Fusion Service, Oracle Service Cloud, Digital Assistant, Intelligent Advisor
  • Smart self-service for citizens and employees incorporating organisation rules
  • Customer or citizen self-service to give 360 degree view
  • Dynamic agent desktop with built-in knowledge implementation
  • Telephony integration to agent desktop
  • Integration to Oracle and non-Oracle systems
  • Digital assistant, chat, co-browse, video assistant, integrated, knowledge base
  • Multi-channel self service portal, built-in knowledge
  • Single sign-on integration
  • Implement Oracle CX technology for Citizens and Civil Servants

Benefits

  • Agents have a single view of your all interactions (internal/external)
  • Customer communication over any channel
  • Personalised customer journeys with Intelligent Advice and Knowledge
  • Single view of your customer or citizen engagement
  • Resolution time reduction and increase call deflection
  • Service Design, customer journey mapping, value irritation matrix
  • 24 hour access in any language

Pricing

£250 to £1,485 a unit a day

  • Education pricing available

Service documents

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

Framework

G-Cloud 14

Service ID

7 3 1 3 4 4 6 9 3 0 2 8 1 3 4

Contact

Magia CX UK Ltd Business Development Team
Telephone: +442070393539
Email: info@magiaconsulting.com

Planning

Planning service
Yes
How the planning service works
Provide expertise in analysing requirements and provide recommendations for moving to Cloud based Business Rules Management and Customer Relationship Management. Proven implementation capability will enable client staff to fully appreciate and participate avoiding common pitfalls. Expert help in transitioning fully to the Cloud, from business analysis, user experience, and design, through to architecture, development, testing, production support and training.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Oracle Intelligent Advisor (Oracle Policy Automation (OPA))
  • Oracle CX (all products)
  • Microsoft Azure
  • Amazon Web Services
  • Oracle Cloud (PAAS, SAAS, Database As A Service etc)
  • Oracle E-Business Suite
  • Oracle Fusion Service
  • Oracle B2C Service (also known as Oracle Service Cloud/RightNow)

Training

Training service provided
Yes
How the training service works
We provide training in all aspects of Oracle Policy Automation (OPA).
Our services include:
- OPA rule author foundation training (1 or 2 weeks) - this is classroom-based basic training to new starters without any previous experience of the software.
- OPA rule author intermediate and advanced training - modules include advanced entities, inferred entities, BI publisher, and testing.
- OPA Centre of Excellence establishment and support.
- Tailored training services to create specific production-ready deliverables by the end of the course.
- Oracle B2C Service training, particularly in relation to integrating with Intelligent Advisor.
- Training for all versions of OPA.
- Training for policy model upgrades and cloud transition, including the use of the OPA hub.
We can also create bespoke training courses for OPA (functional and technical) to meet the specific requirements of our clients.
Training is tied to specific services
Yes
Services the training service works with
  • Oracle Policy Automation
  • Oracle B2C Service
  • Oracle Fusion Service

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We can take your current environment and help move this either to a fully managed third party cloud environment such as Azure, AWS or Oracle Cloud. We are experienced in moving legacy applications into private on premises cloud solutions.

We have the benefit of having done this for several Government projects and the proven track record of successful cloud migrations & implementations.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Oracle Intelligent Advisor (also known as Oracle Policy Automation)
  • Oracle B2C Service (also known as Oracle Service Cloud/RightNow)
  • Oracle Fusion Service
  • Oracle Fusion Sales and Marketing
  • Oracle CX (all products)
  • Oracle Digital Assistant
  • Oracle Commerce Cloud
  • Oracle Cloud (PAAS, SAAS, Database As A Service etc)
  • Microsoft Azure
  • Amazon Web Services

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We carry out best practice and architectural reviews as a standard part of our services, and provide support for clients to set up their own personalised best practices through to their own Centre of Excellence.

We apply industry standard techniques for quality assurance and use technologies such as Loadrunner to fully performance test the built cloud environment.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We provide services related to Oracle Policy Automation and Oracle B2C Service, which are SAAS. We support Microsoft, AWS and Oracle platforms.

Service scope

Service constraints
We endeavour to travel to client's sites based in any location in the country, but there may be some constraints based on location, particularly in relation to out of hours support.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
SLAs to be negotiated but we are flexible and endeavour to meet customer needs with regards to this
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
24 hours, 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
We will implement the system of the customer's choice should this requirement arise.
Web chat accessibility testing
We will implement the system of the customer's choice should this requirement arise and commission necessary testing.
Support levels
We provide production support for clients systems, which is negotiable on a case by case basis, based on the systems in place.

We also provide general Oracle Policy Automation support, for which bespoke packages can be created based on client needs, ranging from 24/7 support to capped times and availability.

We are able to provide both technical Account Managers and Cloud Support Engineers, as well as full Project Management services.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Oracle

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

Social Value

Social Value

Equal opportunity

Equal opportunity

We are a small business supporting our CEO, Diversity Officer, and employees as volunteers for the not-for-profit organisation UK Oracle User Group, which is a community organisation for supporting and empowering individuals in the Oracle Ecosystem. The UK Oracle User Group runs initiatives including mentoring, coaching, and support for the next generation of Oracle professionals. Our CEO, Leona, is the volunteer CEO of UK Oracle User Group and Founder of SHINE, a mentoring programme in the Oracle community, with the first cohort supporting 50 women in tech. Our Diversity Officer, Nicole, is the SHINE mentoring programme coordinator and plays a significant role in the programme. We also support a number of other DEI initiatives, such as Tech She Can, LMF Network, Women in Tech: Global Movement and Tech Talent Charter, by being signatories, completing our required actions or volunteering mentoring time. We have also signed up for Disability Confident, an initiative run by DWP, with a status of Committed. We are members of Neurodiversity in Business, and our CEO volunteers as a mentor at the University of Westminister. Our organisation fully supports our CEO's participation as a delegate at UN Women's recent gender equality conference, the Commission on the Status of Women (CSW68). CSW is the principal global intergovernmental body exclusively dedicated to shaping global standards on gender equality and the empowerment of women.

Pricing

Price
£250 to £1,485 a unit a day
Discount for educational organisations
Yes

Service documents

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