TTEC CONSULTING (UK) LIMITED
TTEC Digital Cisco Webex Contact Centre Managed Services
TTEC Digital is able to provide Managed Services for Cisco Webex Contact Centre platforms, ensuring that innovation is delivered fast, ensuring that our clients have the visibility and control that they require. TTEC Digital has created defined levels of Success Plans to meet the buyer requirements.
Features
- Hosted Services
- Cloud Services
- Managed Services
- Customer Success Management
- Incident Management
- Platform Adoption
- Voice Flow Monitoring
- Break Fix Support
- Feature/Capability Management
- MACDs
Benefits
- Quarterly webinars outlining new features and functionality
- Automated platform monitoring with global coverage
- Dedicated Account management, escalation paths and maintenance plans.
- Incident review, update and edit capabilities via online portal.
- Synthetic testing of inbound traffic.
- Synthetic testing of inbound traffic.
Pricing
£1,000 a licence
Service documents
Request an accessible format
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Framework
G-Cloud 14
Service ID
7 7 0 6 4 9 8 4 6 3 8 9 0 2 4
Contact
TTEC CONSULTING (UK) LIMITED
Wayne Kay
Telephone: 0113 5432620
Email: Olivia.Shaw@ttecdigital.com
Planning
- Planning service
- Yes
- How the planning service works
- TTEC Digital will work with the buyer to determine a Success Plan that works best based on the buyers needs.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- WxCC
- WxCCE
Training
- Training service provided
- Yes
- How the training service works
- TTEC Digital conducts Train the Trainer training sessions for most projects, although end-user training can also be provided. TTEC-provided Training generally occurs before User Acceptance Testing so that the client's testers are familiar with the platform as they run through their test cases. TTEC Digital will provide a training session prior to transition to Managed Services to ensure cases can be opened and status of monitoring solution can be viewed. TTEC Digital are able to provide customised training sessions with prior agreement to buyer requirements (but this is an optional additional services)
- Training is tied to specific services
- Yes
- Services the training service works with
-
- WxCC
- WxCCE
- TTEC Digital Managed Services
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- TTEC have a proven approach and provide expert and experienced resources to create and execute integrated business and technical planning for the implementation of could hosting and cloud software.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- WxCC
- WxCCE
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
-
The Test and Train phase of TTEC Digital’s delivery process has a built in Quality Assurance (QA) testing phase that will be completed by TTEC Digital. Test results will be recorded, and any issues uncovered will be resolved.
After QA testing, the client will agree the scope, own and conduct User Acceptance Testing (UAT). Additionally TTEC Digital trainers will train the client’s key resources e.g., team leads, trainers, administrators during this phase, most often prior to UAT to ensure that the client’s testers can effectively navigate the solution and execute test scripts.
TTEC Digital during this phase provides defect resolution support. Any resulting issues that do not meet the agreed design, as outlined in the customer journey diagrams and the Data Collection Workbook, will be addressed by TTEC Digital’s project team. Occasionally, new requirements result from business test cases that may require change requests, which will be handled through the project change control process.
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
- TTEC Digital support the Cisco Webex services, which is hosted in Cisco Data Centres. Cisco manages and maintains the platform itself. TTEC Digital offers ongoing support and management of a client's specific Cisco Webex configuration, customisations and integrations.
Service scope
- Service constraints
- There are no significant constraints to identify. Most support is performed remotely, as the solutions are cloud-based, and most often there is minimal premise-based devices or hardware that would require onsite service. Our standard support model includes the use of global resources. Resources constrained to particular region can be discussed if required.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- There is no SLA for "Questions" which are classed as P4 severity ticket. TTEC Digital will acknowledge the question by the next business day and aim to be answered within 5 business days.
- 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
- No
- Support levels
-
TTEC Digital provides two levels of Managed Service: Essential and Plus.
Plus offers additional benefits (extra cost) not included with Essential.
A Customer Success Manager is provided.
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Cisco and add-ons from vendors. TTEC Advanced CX monitoring solution.
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Coalfire Certification, Inc.
- ISO/IEC 27001 accreditation date
- 15/08/2023
- What the ISO/IEC 27001 doesn’t cover
- Certification available on request.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- PCI Security Standards Council
- PCI DSS accreditation date
- 12/12/2023
- What the PCI DSS doesn’t cover
- Certification available on request.
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
-
- SOC 2, Type II
- HIPAA
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
TTEC Digital is deeply committed to addressing the urgent issue of climate change and taking proactive steps to minimise our environmental impact. We firmly believe in conducting business in a sustainable manner and actively encourage our employees, partners, clients, and suppliers to join us in this endeavour.
To achieve our sustainability goals, we have implemented various initiatives aimed at reducing waste, promoting energy and water innovation, and implementing reuse-reduce-recycle programmes. We also support and participate in initiatives that focus on preserving natural resources and ecosystems.
Our commitment to environmental responsibility is evident in our annual Environmental, Social, and Governance (ESG) Report, which provides a comprehensive overview of our sustainability efforts. This report, along with our ESG-related policies, can be accessed on our website: https://www.ttec.com/about-us/esg-growing-a-socially-and-environmentally-responsible-business .
One of our key initiatives is the promotion of a sustainable work-from-home platform, which not only reduces energy consumption but also encourages resource reuse. We have made significant investments in technology and infrastructure to ensure that our remote operations are environmentally friendly.
To ensure accountability and transparency, we have implemented shared ESG accountability among our senior management team, ensuring sustainability goals are integrated into our overall business strategy and decision-making processes.
Furthermore, we have developed a comprehensive Carbon Reduction Plan that outlines our commitment to achieving Net Zero emissions by 2045. Approved by our Executive Team, this plan can be accessed on our website: https://ttecdigital.com/pages/carbon-reduction-plan .
At TTEC Digital, we recognise the urgency of addressing climate change and are dedicated to creating a more sustainable future. By taking proactive steps and working together, we can make a significant impact in combating climate change and preserving our planet for future generations.Covid-19 recovery
TTEC implemented a swift transition to remote working using our award-winning work-at-home model. This allowed all staff to continue their work from the safety of their homes. For those employees who still needed to work at physical sites, we implemented social distancing and safety measures. This included the implementation of directional markings and a strict schedule to ensure social distancing, temperature checks at entry points, and the installation of hand sanitising points throughout the office. We also organised entry and exit ways to minimise contact and posted health and safety reminders throughout. Regular surface disinfections were carried out to maintain a clean and safe environment.
Recognising the challenges of working remotely, TTEC Digital developed a series of videos and webinars to support staff in coping with isolation while maintaining their health. TTEC also provided targeted Covid-19 support and information through videos, such as those on self-isolating together and vaccine webinars.
Furthermore, our local recruitment team conducted research on candidate demographics in sectors highly impacted by redundancies during Covid-19, such as retail, hospitality, and tourism. This allowed us to target job advertisements and provide employment opportunities to those who were affected by the pandemic.Tackling economic inequality
TTEC addresses UK economic inequality by implementing remote and hybrid location options that specifically supports disadvantaged geographies.
This strategy aims to enhance individuals' digital skills by focusing on improving their digital aptitudes in specific areas. TTEC offers the "TTEC Talent" learning platform, equipped with cutting-edge technology, providing continuous courses in essential digital skills. Through this online portal, individuals can access a wide range of skills covering career development and performance management. It enables new employees to chart their career path by crafting personalised professional development plans, inclusive of free, top-tier training designed to lead to professional certifications. TTEC additionally offers grants of up to $4,500 (US) to help enable employees to complete courses taken toward a degree at fully accredited institutions.
Employees can discuss career path resources like the TTEC Mentoring Programme with a dedicated Human Resource representative.
In 2022, TTEC employees globally completed an average of 42 courses each, resulting in a total of 2.9 million courses and over 642,000 hours of career development and training.
The recruitment process includes support for CV writing and interview preparation to help with access for all applicants. TTEC monitors diversity in the recruitment process, and Recruitment and HR are trained in ensuring inclusivity.
To ensure a diverse and representative workforce, we incorporate positive action initiatives into our recruitment and selection process. By placing advertisements in minority press, women-targeted websites, and other diverse platforms, we encourage underrepresented groups to apply.
Our hiring process includes assessment elements that mitigates subconscious bias. After hiring, we provide programmes that focus on career paths for underrepresented people like our Employee Resource Groups. We also provide hardware and software accommodations to meet the different needs of individuals with various requirements.Equal opportunity
TTEC upholds its commitment as an Equal Opportunity Employer, ensuring all individuals have equal access to employment opportunities without any form of discrimination. We actively seek to hire local talent and provide part-time and flexible working options to accommodate different needs.
In 2022, TTEC Digital launched a complimentary programme aimed at imparting digital skills to individuals across the UK. The inaugural pilot course was held in Manchester. The objective is to facilitate access to learning in cloud computing, artificial intelligence, and other technologies for the next generation. TTEC is unwavering in its commitment to ensuring that all individuals in the UK possess digital literacy and receive training that prepares them and their communities for a future where technology plays a pivotal role in transforming operations and functions for companies, schools, and governments. This one to two-day workshop provides participants with access to a plethora of digital technologies such as the Power Platform. Participants who successfully complete the programme receive certification and can apply to our highly esteemed Digital University Programme, which offers a 12-week immersive course at no cost. Graduates of this programme emerge with comprehensive proficiency in critical areas such as business intelligence (BI), artificial intelligence (AI), and various programming languages and application programmes. Many graduates of this programme have successfully transitioned into full-time roles within our organisation, with 80% of these FTEs being women.
Furthermore, TTEC has a Diversity, Equity & Inclusion (DE&I) Council, which brings together company leaders representing a range of ethnicities, nationalities, genders, abilities, and sexual orientations who advise TTEC management on DE&I best practices and supporting our Employee Resources Groups.
TTEC has been recognised for its commitment to inclusion, named as one of Forbes' Best Employers for Diversity and World's Top Female Friendly Companies in 2022.Wellbeing
TTEC Digital offers a comprehensive health and wellbeing package to its employees. This includes private healthcare insurance through Vitality, which provides access to private healthcare facilities and treatments such as physiotherapy, online counselling, and major surgeries. This insurance also helps employees cover high or unexpected medical bills.
In addition, TTEC provides a comprehensive employee assistance programme that offers confidential life management and personal support services. This programme includes practical guides and resources for family, financial, and legal issues, education, and health. It also offers free telephone counselling services.
TTEC also prioritises the health and wellbeing of its employees by offering in-house courses, including a Mental Wellbeing course. This course helps employees develop coping mechanisms and wellbeing plans for both their work and personal lives. Its aim is to support employees in maintaining their mental health and overall wellbeing.
During the Covid-19 pandemic, TTEC enhanced its wellbeing offer to support employees in coping with isolation while maintaining their health. This included the development of a series of videos and webinars. The videos covered topics such as working in a team, while the webinars focused on working from home and staying sane. TTEC also provided targeted Covid-19 support and information through videos, such as those on self-isolating together and vaccine webinars.
Pricing
- Price
- £1,000 a licence
- Discount for educational organisations
- No
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 Olivia.Shaw@ttecdigital.com.
Tell them what format you need. It will help if you say what assistive technology you use.