Fujitsu Services Limited

Customer Experience Centre

Fujitsu’s Customer Experience Center (CEC): a multichannel, multilingual service desk, combining AI-powered self-service virtual assistant with telephony, email, webchat, secure authentication, custom knowledge bases, and advanced analytics.

Focused on maximizing a workforce’s user engagement and productivity, always-on, device-agnostic, scalable, rapidly deployed, and available in multiple varieties to meet your requirements.

Features

• Simple, familiar, real-time end user-focused service portal
• Pre-configured user interactions packaged for rapid deployment
• Virtual agent, telephony and webchat (machine translation)
• Generic and business-specific contextual conversational content
• User Experience and Experience Level Agreement (XLA) measurement
• Secure self-service password reset and access management (advanced authentication)
• Shared or dedicated Service Desk supported by appropriate security-cleared resources
• Fujitsu or customer ServiceNow with enhanced reporting and analytics
• Enhanced real-time diagnostics (remote desktop and dynamic interactive video assistance)
• Dynamic Interactive Video Assistance: real-time situational awareness and end-user instruction.

Benefits

• Rapid deployment
• With UX at its core, CEC improves outcomes and NPS
• E2E UX measurement and lost-time capture analysing incidents and requests
• Guided support provides consistent channel transitions using Fujitsu virtual agent
• Multi-source content federation to single access point
• English language virtual agent with machine translation
• Data-driven analytics achieve accelerated customer-defined benefits
• Fujitsu exploits emerging technology to evolve a fully interactive ITSD
• Embedding Digital Adoption expertise reduces user downtime and accelerates outcomes

£0 a unit

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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

810018680054193

Contact

Sam Skinner
07867829234
government.frameworks@fujitsu.com

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The software itself is tested and quality assured. The overall service includes professional services to implement the software, including the quality assurance and testing of its implementation.; The software provides the ability to monitor performance of end point devices in terms of hardware, software, operating system, applications, connectivity etc.

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: Fujitsu's service desk staff, capability, tooling and processes provide support to organisations who consume a range of cloud-based services: public, private, hybrid, IaaS, PaaS.

Service scope

• Service constraints: Any client-specific constraints will be agreed prior to service commencement. Examples are given in the Service Delivery Document of applicable constraints.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Online ticketing is answered within 24 hours. Email is answered within 48 hours. Weekend response times are subject to contract.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Different browser and devices, in alignment with WCAG 2.1 AA. Requirement areas covered- Perceiveable: Adaptable and Distinguishable. Operable: Keyboard Accessible and Enough Time and Input Modalities. Understandable: Readable, Predictable, Input Assistance. Robust: Compatible.
• Support levels: See Service Definition for further detail. A Service Delivery Manager will be established before service commences. Standard service desk hours are 9am to 5pm Monday to Friday excluding public holidays. Additional hours can be provided although we strongly recommend use of CEC's digital channels.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 06/01/2022
• What the ISO/IEC 27001 doesn’t cover: All reference control objectives and controls of the standard are in scope, and all aspects of the offerings
• 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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Covid-19 recovery

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Tackling economic inequality

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Equal opportunity

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Wellbeing

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Pricing

• Price: £0 a unit
• Discount for educational organisations: No

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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.