TTEC CONSULTING (UK) LIMITED

TTEC Digital Genesys Cloud CX

With Genesys Cloud CX, TTEC offers an all-in-one, Cloud native omnichannel contact centre platform, offering enterprise grade reliability and scalability. As a Gartner® Magic Quadrant™ leader, the subscription based platform offers all relevant channels including voice, chat, social media, BOT’s; includes WFM, Automation, Artificial Intelligence, Gamification, Marketplace and comprehensive API’s.

Features

• Omnichannel Smart routing across voice, email, chat, SMS, social.
• AI-driven routing, sentiment analysis, and next-best action guidance.
• Speech-enabled IVR and voicebots with conversational recognition and automation.
• Workforce engagement with forecasting, scheduling, gamification, performance optimisation tools.
• Copilot: AI help, summaries, wrap-up codes, seamless productivity boost.
• Open API architecture: seamless, effortless external system integrations by design.
• Recording Secure voice and screen recording for compliance and quality.
• Predictive Engagement AI-driven proactive outreach based on customer behaviour insights.
• Speech and Text Analytics for transcripts/interactions to ensure compliance.
• High availability: Cloud-native design with active-active-active architecture.

Benefits

• Deliver personalised customer experiences across all communication channels.
• Quickly route interactions to the best available agent automatically.
• Enable real-time AI assistance for faster, smarter agent responses.
• Analyse speech and text to improve compliance and service quality.
• Forecast and schedule workforce efficiently to optimise productivity.
• Integrate seamlessly with CRM and business apps using open APIs.
• Proactively engage customers based on behaviour and journey insights.
• Access secure interaction and screen recordings for quality assurance.
• Scale globally with cloud-native architecture and high availability.
• Automate routine tasks with AI-powered bots and workflows.

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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

Framework

G-Cloud 15

Service ID

778561455765455

Contact

Wayne Kay
0113 5432620
gcloud@ttecdigital.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre

  Advertising

  • Advertising Placement
  • Advertising Measurement
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Genesys Cloud can be used as a standalone solution as well as in conjunction with Direct Routing for Microsoft Teams, Genesys Cloud also integrates seamlessly with cloud instances of CRM such as Salesforce and MS Dynamics. Optional WFO (WFM and QA), messaging, chatbot, conversational AI and knowledge management are available.
• Cloud deployment model: Public cloud
• Service constraints: The key service constraints are:; • Planned Maintenance: Scheduled updates may cause short, off-peak service interruptions. ; • Internet Dependency: Requires reliable, high-speed internet for optimal performance. ; • Browser Compatibility: Fully supported on modern browsers; older versions may limit features. ; • Hardware Requirements: No proprietary hardware, but adequate system resources recommended. ; • Regional Limitations: Certain AI features may not be available in all regions. ; • Integration Scope: API-based integrations depend on third-party system compatibility.
• System requirements:
  • Modern web browser (Chrome, Edge, Firefox) with latest updates installed.
  • Stable high-speed internet connection, minimum 2 Mbps per voice call.
  • Operating system: Windows 10+, macOS 11+, or supported Linux.
  • Minimum 4 GB RAM and dual-core processor for smooth performance.
  • Headset with noise cancellation for optimal voice quality.
  • WebRTC-enabled environment for browser-based voice and video interactions.
  • Firewall configured to allow Genesys Cloud CX ports and protocols.
  • Optional VPN for secure remote access to enterprise resources.
  • Latest antivirus software for endpoint security and compliance.
  • Access to Genesys Cloud CX account with appropriate user permissions.

User support

• Email or online ticketing support: Yes
• Support response times: SurroundCX™ escalation tiers and response times:; ; P1 – Critical; Impact: Service outage or severe business disruption.; Response: Acknowledge within 15 minutes, 24/7 coverage.; ; P2 – High; Impact: Major functionality impaired, but workaround exists.; Response: Acknowledge within 30 minutes, during business hours.; ; P3 – Standard; Impact: Minor issue or general inquiry.; Response: Acknowledge by 10:00 AM next business day.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: 1. Support Levels Provided:; SurroundCX™ offers three support tiers: Essential, Plus, and Premium:; • Essential includes core monitoring, incident management, and standard platform support.; • Plus adds proactive health checks, configuration assistance, and enhanced reporting.; • Premium delivers strategic guidance, advanced analytics, priority case handling, and dedicated personnel.; ; 2. Support Costs:; Pricing is subscription-based and varies by tier, user volume, and service complexity. Exact costs are defined in individual contracts and service-level agreements.; ; 3. Dedicated Support Personnel:; Only Premium clients receive a dedicated Technical Account Manager for strategic oversight and a Cloud Support Engineer for technical troubleshooting and optimisation. Essential and Plus tiers rely on shared support resources.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: As a Platinum Partner of Genesys and Genesys Global Cloud Partner of the Year, TTEC Digital are fully accredited in all aspects of supporting customers on the platform with over 400+ Genesys accreditations. TTEC Digital trainers will train your key resources, ( e.g. Team Leads, Trainers, Administrators) with a train-the-trainer approach. This is offered most often prior to UAT to ensure your UAT testers are able to effectively complete test scripts and your trainers can prepare their end user training. Your trainers then complete preparations for their end-user training during deployment. TTEC Digital can offer end-user training if Hot Topic decides they want to add that option. TTEC Digital also provides both private and public training programmes as needed to provide ongoing training as refresher courses or for new hires. ; ; Genesys also offers online training at; https://training.mypurecloud.com
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Video Tutorials – Recorded walkthroughs and demonstrations.
  • Slide Decks (PPT) – Visual presentations for sessions.
  • Knowledge Base Articles – Searchable help content.
  • ELearning Modules (SCORM) – Self-paced interactive courses.
  • Quick Reference Cards – One-page cheat sheets.
  • Infographics – Visual summaries of key concepts.
  • Interactive FAQs – Dynamic question-and-answer format.
  • API Documentation (JSON/YAML) – Technical integration details
• End-of-contract data extraction: Data Extraction at Contract End:; When the contract concludes, users retain full control over their data. Genesys Cloud CX provides secure, compliant options to ensure a smooth transition without service disruption.; ; How data can be extracted:; Self-service export: Administrators can download interaction records, call recordings, reports, and configuration data directly from the Admin interface.; Bulk export via APIs: Developers can use Genesys Cloud APIs to automate large-scale data extraction, including historical analytics and user configurations.; Secure file transfer: For high-volume or sensitive data, encrypted transfer methods (such as SFTP) are supported.; Third-party integrations: Existing integrations (e.g., CRM or data warehouse) can be leveraged to synchronise and extract data before termination.; ; Compliance and assurance:; All exports comply with GDPR, ISO 27001, and UK Government security standards. Data is provided in standard formats (CSV, JSON) for easy migration to new platforms. Genesys ensures that no residual data remains after the agreed retention period, safeguarding confidentiality.; ; This approach guarantees transparency, security, and continuity, enabling organisations to meet regulatory obligations and maintain operational integrity during transition.
• End-of-contract process: End of Contract Process:; At the end of the contract, TTEC Digital follows a structured off-boarding process to ensure security and compliance. All platform infrastructure is decommissioned, accounts are disabled, and Buyer documentation is archived. Quality Management (QM) data and reporting data for the contracted retention period are securely transferred via SFTP to the Buyer’s designated site and then permanently destroyed. No customer data is retained after completion.; ; Included in the Contract Price:; Secure decommissioning of Cloud infrastructure (hardware/software).; Account closure and documentation archiving.; Transfer of retained QM and reporting data to Buyer’s SFTP site.; Compliance with GDPR, ISO 27001, and UK Government security standards.; ; Additional Costs:; Migration of data beyond standard retention exports (e.g., bulk historical data).; Porting telephone numbers to a new provider.; Any costs associated with sourcing and onboarding a new provider.; Custom integrations or automation for data extraction beyond standard tools.; ; This approach ensures transparency, security, and continuity while giving the Buyer full control over their data and compliance obligations.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Genesys Cloud CX provides near feature parity across desktop and mobile. Desktop offers full functionality including advanced configuration, reporting, and integrations. Mobile supports core capabilities such as voice, chat, and notifications for agents and supervisors but excludes complex admin tasks and custom integrations. Both require secure login and internet connectivity.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: The TTEC Digital web-based customer self-service support portal is accessed through redemption of a secure invitation code sent directly to authorised personnel within the client business. Once registered, clients can open new support cases, and view existing support cases, priority, status, assigned contacts, case owners, date of creation and any updates provided by the TTEC Digital support engineering team.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Genesys Cloud CX supports internationally recognised accessibility standards to ensure an inclusive experience for all users. The platform aligns with:; ; WCAG 2.0, 2.1, and 2.2 (Levels A, AA, AAA) – Web Content Accessibility Guidelines for accessible web interfaces.; Section 508 of the U.S. Rehabilitation Act – Compliance for ICT accessibility in federal environments.; EN 301 549 – European accessibility requirements for ICT products and services.; ; Accessibility compliance is documented through Voluntary Product Accessibility Templates (VPAT) and validated using manual and automated testing. Manual testing includes screen readers such as JAWS, NVDA, VoiceOver, while automated checks use tools like axe and Accessibility Insights. Features include keyboard navigation, screen reader compatibility, and inclusive UI design for both end-users and administrators.
• API: Yes
• What users can and can't do using the API: 1. Setting Up the Service; Users can provision Genesys Cloud Voice through the API by creating trunks, assigning numbers, and configuring SIP settings. Authentication uses OAuth, and endpoints allow automated deployment without manual console interaction.; ; 2. Making Changes; The API supports updates to trunk configurations, number assignments, and routing rules. Users can also manage site settings, adjust capacity, and monitor usage programmatically for dynamic scaling.; ; 3. Limitations; While the API enables most setup and configuration tasks, certain actions, such as purchasing new numbers or activating carrier services, must be completed through the Genesys Cloud admin interface. Advanced troubleshooting and regulatory compliance settings are also restricted to the UI. Bulk changes may require batching due to rate limits, and some features (e.g., emergency calling setup) cannot be fully automated via API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 1. What can be customised:; Users can tailor their SandcastleCX™ environment to match specific CX use cases, technology platforms (e.g., Genesys, AWS, Microsoft, Salesforce and NiCE), integrations, and features such as voice routing, CRM connectors, bots, and reporting dashboards.; ; 2. How users can customise:; Customisation is achieved through a guided, hands-on sandbox experience. TTEC Digital CX architects configure the environment based on client requirements, enabling iterative testing of workflows, integrations, and advanced capabilities. Optional add-ons like Learning and Performance Management or IP solutions can extend functionality.; ; 3. Who can customise: ; Authorised client stakeholders, typically CX leaders, IT teams, and solution architects, collaborate with TTEC Digital experts to define priorities and adjust configurations during the trial period.

Scaling

• Independence of resources: Genesys Cloud CX ensures uninterrupted performance through elastic scalability and fault isolation. Built on a distributed microservices architecture, the platform automatically scales resources to meet real-time demand, leveraging AWS’s global infrastructure for virtually limitless capacity. Each microservice operates independently, so high usage in one area never impacts others. This design isolates faults, preventing cascading failures and maintaining system stability. Combined with multi-region deployment and continuous monitoring, Genesys Cloud CX delivers consistent reliability, even during peak loads. Users benefit from predictable performance, high availability, and seamless updates without service disruption, guaranteeing a secure, resilient, and future-ready customer experience.

Analytics

• Service usage metrics: Yes
• Metrics types: Performance metrics: total calls handled, average handle time, service level adherence, agent productivity.; Individual agent performance: total calls handled, average handle time per agent, occupancy rate, customer satisfaction scores.; ; Performance customer service groups, providing metrics including average wait time, queue abandonment rate, service-level attainment, queue occupancy.; ; Call volume trends: users to analyse patterns and fluctuations in call volume to better allocate resources and staff.; ; Service level targets, providing metrics, including average speed of answer.; ; Percentage of customer inquiries/issues resolved on the first contact.; ; Rate at which callers abandon their calls while waiting in queue.; ; Performance of interactive voice response systems.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: TTEC Digital: Genesys, Microsoft, NiCE, Google, Shelf, ServiceNow – ttecdigital.com/services

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Genesys Cloud CX secures data at rest using AES-256 encryption across all storage layers, including call recordings and customer data. Each organisation benefits from unique encryption keys and logical isolation within AWS Virtual Private Clouds. Physical security is enforced through AWS data centre controls, complemented by strict access management and multi-factor authentication. Genesys Cloud CX complies with leading standards such as SOC 2, PCI DSS, FedRAMP, and Cyber Essentials Plus, ensuring robust governance. Additional safeguards include role-based access control, continuous vulnerability scanning, and tenant isolation to maintain confidentiality, integrity, and resilience of sensitive information.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data from Genesys Cloud CX using several secure methods:; ; Admin Interface: Download interaction records, call recordings, reports, and configuration data directly.; APIs: Automate large-scale exports, including historical analytics and user settings.; SFTP Transfers: For sensitive or high-volume data, encrypted transfers to a designated site.; Integrations: Use existing CRM or data warehouse connections for synchronisation.; ; All exports comply with GDPR, ISO 27001, and UK Government security standards. Data is provided in standard formats (CSV, JSON) for easy migration, ensuring transparency and security during transition.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON – Ideal for API-based data extraction.
  • XML – Structured format for integrations and workflows.
  • TXT – Simple text-based logs or transcripts.
  • MP3 – Audio recordings of calls.
  • WAV – High-quality audio file format.
  • PDF – Static reports and compliance documentation.
  • ZIP – Compressed archives for bulk data exports.
  • XLSX – Spreadsheet format for analytics and reporting.
  • YAML – Configuration and structured data for developers.
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON – Ideal for configuration files and API-driven imports.
  • XML – Used for workflows and structured data exchange.
  • XML – Used for workflows and structured data exchange.
  • YAML – For configuration and automation scripts.
  • OData – For integration with analytics and reporting tools.
  • XLSX – For spreadsheet-based data imports.
  • ZIP – For compressed bulk uploads of multiple files.
  • MP3/WAV – For audio recordings or voice prompts.
  • PDF – For reference documents or compliance uploads.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Genesys Cloud CX leverages AWS’s secure infrastructure, including private connectivity options such as AWS Direct Connect for enhanced isolation and performance.; ; Private or public sector networks can also be used depending on deployment requirements, but encryption via TLS remains mandatory for all connections.; ; This approach ensures compliance with NCSC guidance, GDPR, and UK Government security standards, guaranteeing confidentiality and integrity of data during transit.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Genesys Cloud CX guarantees high availability through a globally distributed architecture hosted on AWS, designed for resilience and fault tolerance. Our Service Level Agreement (SLA) commits to 99.99% uptime for core services, excluding scheduled maintenance. This level of availability is achieved through redundant infrastructure, automated failover, and continuous monitoring across multiple regions.; ; If availability falls below the guaranteed SLA, customers are eligible for service credits based on the duration and severity of the outage. Credits are applied to future invoices in accordance with the SLA terms published in our customer agreement. Genesys Cloud CX also provides transparent incident reporting and root cause analysis to maintain trust and accountability.; ; Our platform undergoes rigorous performance testing and proactive capacity planning to ensure uninterrupted service. Combined with compliance to standards such as SOC 2, ISO 27001, and PCI DSS, we deliver a secure and reliable environment for mission-critical communications.
• Approach to resilience: Genesys Cloud CX is designed for resilience through a globally distributed, multi-region architecture hosted on AWS. Services are deployed across multiple Availability Zones within each region, ensuring redundancy and fault tolerance. This setup enables automatic failover and load balancing, minimising the impact of hardware failures or localised outages. Data is replicated across zones for durability, and continuous monitoring ensures proactive detection and remediation of issues.; ; Our infrastructure leverages AWS’s resilient design, including redundant power, networking, and cooling systems. Disaster recovery and business continuity plans are tested regularly, with Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) aligned to industry best practices. Genesys Cloud CX also employs automated scaling to handle traffic spikes without service degradation.; ; Detailed datacentre resilience information is available upon request. Combined with compliance to standards such as SOC 2, ISO 27001, and PCI DSS, Genesys Cloud CX provides a secure, highly available environment for mission-critical communications.
• Outage reporting: Genesys Cloud CX provides transparent and timely outage reporting through multiple channels. A public status dashboard is available at https://status.mypurecloud.com, offering real-time visibility into service health, incident details, and maintenance schedules. The dashboard includes historical uptime metrics and is continuously updated during any service disruption.; ; Customers can subscribe to email alerts for proactive notifications about incidents, maintenance events, and resolution updates. Additionally, Genesys Cloud CX offers a REST API that enables organisations to integrate outage and status information directly into their monitoring systems or IT service management tools, ensuring automated visibility and operational continuity.; ; In the event of an outage, Genesys Cloud CX provides detailed incident reports and root cause analysis to maintain transparency and trust. These measures align with our commitment to high availability and customer communication standards.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Genesys Cloud CX restricts access to management interfaces and support channels through role-based access control (RBAC) and least privilege principles. Administrative access requires multi-factor authentication (MFA) and is limited to authorised personnel with documented approval. All actions within management interfaces are logged and monitored for anomalies. Support channels use secure authentication and encrypted communication, ensuring only verified users can initiate requests. Sensitive operations, such as configuration changes or data access, require elevated permissions and are subject to audit trails and compliance checks. These measures align with ISO 27001, SOC 2, and Cyber Essentials Plus standards.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: PCI DSS Level 1; SOC 2 Type 2; HIPAA; Cyber Essentials ; Cyber Essentials Plus
• Information security policies and processes: TTEC's Global Information Security (GIS) reports to the VP and Chief Security Officer. The GIS department is within TTEC’s Security, Resiliency and Governance organisation, reporting to TTEC's Chief Information Officer. ; TTEC’s robust Global Privacy, Risk, Compliance, Network, and InfoSec programmes are based on the guiding principles of: Availability; Integrity; and Confidentiality. These principles are achieved through defined policies, industry controls, with infosec and privacy trainings, and through the governance structure within our corporate GIS, IT, Legal and Risk Executives. ; TTEC’s policies/procedures comply with ISO 27002 compliance framework that standardise the following security elements: ; ; •InfoSec Policy & Organisational Measures; •Asset/Data Classification ; •Human Resource Security- Corrective Actions; •Physical/Environment Security; •Communication/Operation Management; •Access/Authentication/Password Management; •Data Encryption ; •InfoSec Acquisition Development/Maintenance; •Endpoint Security ; •Auditing, Logging, Monitoring; •Vulnerability, Penetration, Patch Management ; •Network Security, Configuration Management; •Applications, SDLC, Change Management; •Incident Response Management; •Security, Fraud, Ethics Code Training- Accountability; •BCP/DR ; •Global IT/Risk Management ; •Regulatory Compliance ; ; TTEC performs periodic and annual, internal, and external independent, third party, qualified, industry compliance audits of the TTEC organisational controls and technology environments. TTEC continues to achieve ongoing industry compliance accreditation with PCI DSS (SL-1), ISO 27001, SOC 2 Type II (SSAE 18), Cyber Essentials Basic & Plus, and more.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Genesys Cloud CX employs rigorous configuration and change management processes aligned with CSA CCM v4.0 and SSAE-18 standards. All service components are tracked throughout their lifecycle using automated asset management tools, ensuring accurate inventory and version control. Changes follow a formal process that includes risk assessment, peer review, and approval workflows. Each change is evaluated for potential security impact through vulnerability scanning and compliance checks before deployment. Emergency changes are documented and reviewed post-implementation. Continuous monitoring and audit trails ensure accountability, while rollback procedures are in place to maintain service integrity and minimise disruption.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Genesys Cloud CX employs a proactive vulnerability management process. Potential threats are assessed through continuous monitoring, automated scans, and penetration testing. We source threat intelligence from reputable feeds, including NIST, CVE databases, vendor advisories, and industry security groups. Identified vulnerabilities are prioritised based on severity and business impact. Critical patches are deployed within 24 hours, while high and medium-risk updates follow defined timelines under strict change control. Our process includes validation testing, rollback plans, and post-deployment reviews to ensure stability. Genesys Cloud CX maintains compliance with ISO 27001 and SOC 2, ensuring robust governance and rapid response to emerging threat.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: TTEC Digital provides proactive monitoring of Genesys Cloud through its SurroundCX™ Managed Services platform. The solution delivers real-time health checks, performance analytics, and automated incident alerts to ensure uninterrupted service. Monitoring includes dashboards for visibility, AI-driven insights for predictive issue detection, and secure notifications via SSL-encrypted channels using OAuth integration. All components run on a resilient Linux-based Docker swarm cluster hosted in TTEC Digital data centres, ensuring compliance and high availability. This approach enables rapid identification, escalation, and resolution of potential issues, minimising downtime and optimising customer experience across Genesys Cloud deployments.
• Incident management type: Supplier-defined controls
• Incident management approach: TTEC Digital follows ITIL-aligned incident management processes supported by ISO 27001 and SOC 2 compliance. All incidents are logged in a centralised system and categorised by severity for rapid prioritisation. A 24/7 Security Operations Centre (SOC) monitors environments, detects anomalies, and initiates containment and remediation steps immediately. Critical incidents trigger automated escalation workflows and customer notifications within defined SLAs. Root cause analysis and corrective actions are documented, and post-incident reviews ensure continuous improvement. TTEC leverages industry threat intelligence and proactive monitoring to minimise impact and maintain operational resilience across all managed services, including Genesys Cloud deployments.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: SandcastleCX™ provides a secure, customised sandbox for testing and exploring CX technologies, including CCaaS, CRM, AI, and analytics. It offers expert guidance, platform validation, and flexible trial access at no cost for standard use cases. Ideal for innovation and proof-of-concept projects, enabling rapid evaluation without production risk.
• Link to free trial: https://youtu.be/hNmqTiNkIx8?si=9cRF7IADXikWKBm7

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2.2%
• Between £500,001 and £1,000,000: 4.2%
• Between £1,000,001 and £2,500,000: 6.2%
• Between £2,500,001 and £5,000,000: 8.2%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire Certification, Inc.
• ISO/IEC 27001 accreditation date: Thursday 21 August 2025
• What the ISO/IEC 27001 doesn’t cover: Certification available on request.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Friday 28 November 2025
• What the PCI DSS doesn’t cover: Certification available on request.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 2807b81c-9543-492c-805b-f1fd3347313f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 613c9a41-2540-4e86-811e-d9808a365c26
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2, Type II
  • HIPAA

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

    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Content of the outreach activity is designed to suit the target cohort

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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