Charterhouse Voice & Data

Symity - Microsoft Dynamics 365 Contact Center Planning, Deployment & Operational Management

Unlock the full potential of your customer service with Microsoft Dynamics 365 Contact Center. Our experts tailor solutions leveraging Microsoft's cutting-edge tools, ensuring streamlined omnichannel communications. Elevate customer experiences, optimise operations, and drive growth with our comprehensive guidance and implementation support. Transform your contact centre into a powerhouse of efficiency.

Features

• Seamless omnichannel communication for enhanced customer interactions and engagement
• Integration with Microsoft Teams for unified collaboration and streamlined workflows
• AI-driven insights for personalised customer interactions and predictive analytics
• Scalable solutions adaptable to businesses of all sizes and industries
• Robust security measures to safeguard sensitive customer data and privacy
• Dynamic call routing for efficient handling of customer inquiries
• Real-time monitoring and reporting for actionable performance insights and optimisation
• Customisable dashboards and analytics to track key performance metrics effortlessly
• Voice recognition and virtual agent capabilities for automated support
• Continuous updates and support from Microsoft for future-proof solutions

Benefits

• Enhanced customer interactions across multiple channels for seamless engagement
• Improved agent productivity through intuitive tools and streamlined workflows
• Personalised customer experiences with AI-driven insights and analytics capabilities
• Scalable solutions to adapt to evolving business and customer demands
• Integrated communication tools for efficient collaboration and knowledge sharing
• Real-time monitoring and reporting for actionable insights and performance optimisation
• Customisable solutions tailored to your unique business requirements and goals
• Reduced operational costs with efficient resource allocation and automation features
• Increased customer satisfaction with faster response times and personalised service
• Future-proof your contact center with Microsoft's innovative technologies and updates

£500 to £1,200 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

790333807388016

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

Planning

• Planning service: Yes
• How the planning service works: We follow a structured methodology that covers every aspect of successfully delivering enterprise class Microsoft Digital Contact Center Platform solutions. Our methodology aligns to the Microsoft Best Practices and has three main stages - plan, deliver and operate.; The plan stage consists of three key steps, commencing with the execution of key workshops to understand your high-level objectives, solution, adoption and service requirements including the envisioning of any stakeholders. Execution of templated information capture to support detailed design, key solution option review and option selection to confirm high level approach. The next step is the creation of the technical solution design, adoption and service approaches to meet the identified requirements. The final step is to build and formally test the solution and prepare any adoption or service materials including the execution of service set up and transition, formal acceptance of the solution and final launch planning.; The deliver stage consists of formal Go/No Go and Operational Acceptance to allow the commencement of migration and enablement, launch and training activities.; The operate stage consists of ongoing management, monitoring and maintenance of the solution including any adoption tracking and continuous improvement activities.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Azure
  • Microsoft Dynamics 365 Customer Service
  • Microsoft Teams
  • Microsoft Azure AI
  • Microsoft Power Platform
  • NUANCE
  • Microsoft Entra ID
  • Microsoft Azure Communication Services

Training

• Training service provided: Yes
• How the training service works: We provide a full adoption service that consists of stakeholder envisioning, launch communications, training and monitoring. The exact adoption approach is agreed up front and supported by a detailed execution plan.; Adoption planning approach begins with a business change impact assessment to help us understand the requirements for user profiling, use case generation, communication and training.; We have existing templates and approaches to support communicating via posters, intranet/portal, email, champions and stands for events.; Our training and self-help channels consist of quick reference guides, self-help intranet site, remote virtual training, self-study recorded sessions and information bursts, face to face, at desk 'floor walking', drop-in sessions, train the trainers and system administration training. All our training sessions are supported by materials and the option to record the virtual sessions for later consumption. In addition, we have the option to capture feedback to assess the effectiveness of the training and support continual improvement.; We recommend assessing the effectiveness of solution adoption by establishing and measuring against key quantitative and qualitative metrics.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft Dynamics 365 Customer Service
  • Microsoft Azure
  • Microsoft Teams
  • Microsoft Azure AI
  • Microsoft Power Platform
  • NUANCE
  • Microsoft Entra ID
  • Microsoft Azure Communication Services

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We are specialists in handling every aspect of migrating an organisation to a Microsoft Digital Contact Center Platform service using all available deployment models.; Our experience has been gained across organisations of all sizes and sectors including central government, public, finance, healthcare, manufacturing, retail, hospitality and education.; We are experienced in dealing with the migration of simple and complex multi-site mission critical contact centre services.; Our migration services not only cover the technical aspects of the migration and set up but we also cover the adoption elements (launch communications and training) and transition to the required service model.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Azure
  • Microsoft Dynamics 365 Customer Service
  • Microsoft Teams
  • Microsoft Azure AI
  • Microsoft Power Platform
  • NUANCE
  • Microsoft Entra ID
  • Microsoft Azure Communication Services

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We ensure the solution is fit for purpose through proactive quality assurance and control (testing).; During the definition, design and build stages we perform key review gates to assure the solution and minimise the likelihood of issues being discovered during testing.; We follow a structured testing methodology which ensures requirements can be traced through to evidenced based tests. Each of the tests has an associated script or case that describes the execution including the expected results. Any bugs are logged, resolved and re-tested (including regression elements). All our test results are documented, known issues logged and summarised in a summary report which forms the basis of the key exit criteria to the test phase.; Our test cycle can be split into two main phases technical and acceptance. Technical testing consists of several different test types which can include unit, integration, system, regression, performance and recovery. Each test can be traced back to either a functional requirement, non-functional requirement or technical design item. Acceptance testing is performed by the end customer and is either structured (controlled by a test case referencing specific use case or user requirements) or unstructured which relies on the users utilising the solution as they see fit.

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 a tier 3 augmentation to existing internal service organisations. The scope of our tier 3 services include technical issue resolution, patch management, changes, enhancements and adoption services. Our support services are available 24*7. We support Microsoft certified Contact Centres, Microsoft Teams Telephony, Microsoft 365, Microsoft Teams Rooms, Microsoft Viva, Microsoft Security and related services.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time depends on severity of support ticket. ; The following service levels are listed in Business Hours. Severity P1 (Critical) has a 30 minute response time and 6 hour target fix time. Severity P2 (High) has a 60 minute response time and 8 hour target fix time. Severity P3 (Medium) has an 8 hour response time and 12 hour target fix time. Severity P4 (Low) has an 12 hour response time and 48 hour target fix time.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: We have four ticket severity levels, with severity 1 being the highest and severity 4 the lowest. Each severity has a response time and target fix time. The following service levels are listed in Business Hours. Severity P1 (Critical) has a 30 minute response time and 6 hour target fix time. Severity P2 (High) has a 60 minute response time and 8 hour target fix time. Severity P3 (Medium) has an 8 hour response time and 12 hour target fix time. Severity P4 (Low) has an 12 hour response time and 48 hour target fix time. The above response times represent our standard service offering. However, enhanced support can be provided on a case by case basis. We can provide a technical account manager and cloud support engineer to participate in periodic service reviews if required.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 14/09/2024
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We have committed to achieving Carbon Net Neutrality and have in place a clear and achievable plan to get there. We know our operations and delivering for customers has an impact on the environment. We have a carbon footprint and we have completed significant works to understand the extent of that impact on the environment. That allows us to adopt genuine and realistic targets to reduce our impact, as well as implement new ways of working to achieve those reductions. Throughout 2022-24+ we have worked with experts from Sustainable Advantage, a leading environmental consultancy, to complete a thorough ESG review, and to complete a full carbon baselining. Through this work we have adopted a bold and ambitious new Environmental Policy, which includes targets to achieve Carbon Net Zero. We also publish a Carbon Reduction Plan on our website which outlines how we plan to achieve Net Zero

  Tackling economic inequality

  We support our staff with enhanced benefits, including additional holidays, employee assistance programs, health insurance, and other benefits. We pay our employees above the minimum wage in all our locations and invest in external benchmarking to objectively measure that we are paying fair rates for the work our people do. Our teams have established links with local secondary schools to support school leaver programs. We actively recruit school-leavers into appropriate roles in the business and invest in their learning. Where possible, we work with local companies to support us in our purchasing and delivery of goods and services. In addition to our supply chain, our colleagues travel across the UK to support our customers, and we spend money in the local communities we travel to.

  Equal opportunity

  We have an established D&I policy and are working hard to make the demographic profile as a business match those of the communities where our offices are based. We employ people from across the UK, and offer a hybrid working policy as standard. We also support fully remote working where the role permits, which ensures our many vacancies are open to everyone from John o’Groats to Land’s End. We publish a modern slavery statement on our website annually, which sets out how we ensure no modern slavery exists in our supply chains.

  Wellbeing

  We invest in well-being programmes, train mental health first aiders and support an employee assistance programme giving access to confidential help on any issue for any employee. Each year our employees nominate our chosen charities who we then support throughout the year as part of our charity initiatives. We ensure our chosen charities are local to our office locations. We encourage our employees to volunteer with their local communities and support them when they do through flexible working. We have colleagues who volunteer with sports clubs and charities, as well as share their expertise on committees and boards.

Pricing

• Price: £500 to £1,200 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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