TTEC CONSULTING (UK) LIMITED

TTEC Digital Google CCAI and GenAI Professional Services

CCAI IVA Webchat/voice Professional Service offering helps a customer start or expand a conversational AI by enabling implementation of GenAI powered Virtual Agent Live Webchat. Ideal for customers looking for Virtual Agents in their CX Transformation journey and get hands-on experience with CCAI in a low risk, low cost model.

Features

• Strategy and Analysis
• Virtual Agent Design
• Virtual Agent Build/Development
• Continuous Optimisation

Benefits

• Achieve higher Voice Call and Chat deflection rate
• Reduce Average Handle Time (AHT)
• Channel blending and Customer journey orchestration & mapping
• Increase CSAT and NPS Score
• Improve Agent Productivity
• Human like Conversational experience powered by Generative AI
• Improve Customer Analytics Insights led Upsell and Cross opportunities
• Financial models to show Short / Long term ROI
• Multi languages support (120+ global languages)
• Unlocking tapped value for Business type/industry Specific use cases

£250.00 to £1,680.00 a user a day

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

Framework

G-Cloud 14

Service ID

811273629770509

Contact

Wayne Kay
0113 5432620
Olivia.Shaw@ttecdigital.com

Planning

• Planning service: Yes
• How the planning service works: TTEC Digital employs a meticulous five-step methodology to facilitate customer experience (CX) transformation, encompassing Strategy & Analysis, Design, Development, Deployment, and Optimisation. The initial phase, Strategy & Analysis, is a comprehensive planning stage designed to provide both inside-out and outside-in consulting insights. During this phase, a thorough Discovery assessment is conducted to evaluate digital maturity readiness. This evaluation encompasses the generation of use cases, prioritisation of these cases, selection of the appropriate technology stack, and assessment of ROI and value realisation, culminating in the strategic implementation of solutions and services. This tailored approach ensures a holistic and effective transformation roadmap for our clients.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Google Contact Centre AI Platform service
  • Dialogflow CX Virtual Agent (Voice/Chat) service
  • Google CCAI Insights service
  • Google Omni-channel CCAI Platform service
  • Google Vertex AI MLOps and GenAIOps services
  • Google Data Engineering and Analytics services
  • Customer Knowledge Base and CRM service

Training

• Training service provided: Yes
• How the training service works: TTEC is responsible for the following activities:; • Conduct Training sessions remotely via WebEx (or similar application). Upon Client’s written request, TTEC may record the WebEx Training sessions and provide the recordings to Client. If additional Training sessions are required, due to absence or failure to attend, a Project Change Form (“PCF”) can be initiated. ; • Training sessions that are in-scope for this implementation are as follows:; o Quantity of [XX] (2-hour duration) Google CCAI Desktop Train the Trainer (up to 15 participants per session); o Quantity of [XX] (1-hour duration) Google CCAI Supervisor Train the Trainer (up to 15 participants per session); o Quantity of [XX] (2-hour duration) Google CCAI Reporting Train the Trainer (up to 15 participants per session); o Quantity of [XX] (4-hour duration) Campaign Creation / Modification Training (up to 8 participants per session); o Quantity of [XX] (4-hour duration) Google CCAI Administration Training (up to 6 participants per session); o Quantity of [XX] (7-hour duration) Vertex AI Training (up to 8 participants per session); • Provide Training documentation based on TTEC or Google templates.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Agent/Supervisor Desktop
  • CCAIP Platform Administration
  • Reports/Dashboards administration
  • Workforce Management Administration
  • Conversational flow design
  • Building Virtual Agent using Dialogflow CX and Vertex AI

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: TTEC Digital's migration consulting exercises are meticulously designed to pinpoint areas of improvement within our clients' business outcomes and Contact Centre technological operations. By conducting an in-depth analysis, we identify discrepancies in ROI and value realisation within the current state operational framework. Subsequently, we craft a comprehensive CX transformation roadmap for migration from on premise to Cloud or between Cloud services by leveraging Generative AI powered Google Cloud CCAI solutions, aimed at unleashing untapped potential and ensuring the achievement of desired outcomes with minimal risk and low cost, thereby facilitating a seamless transition to enhanced operational efficiency and productivity.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • IVR and Virtual Agent service migration
  • Agent productivity tools service migration
  • Workforce and Quality Management platform service migration
  • Contact Centre platform migration
  • Analytics and Customer Data platform service migration
  • SMS and Chat Channel migration

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: System Testing; ; TTEC is responsible for:; • Develop, execute, and submit a System Test Plan that includes functional, failover and system integration tests for in-scope components.; • Develop, execute, and submit an Application Test Plan that includes application features and contact flows across the solution components. ; • Remediate all issues resulting from System Test or Application Test failures and execute retests, as needed.; ; Client is responsible for:; • Provide TTEC with test data, test accounts, and test workstations, if required.; • Provide a range of test DID numbers and 1 test Toll Free number for each ingress.; • Develop and execute a Third-Party Application Test Plan ; • Provide all completed audio talent prompt and announcement. ; • Provide and configure testing workstations for agents and supervisors at least one week prior; User Acceptance Testing (“UAT”); ; TTEC will remediate any material defects identified for the in-scope applications.; ; Client is responsible for:; • Develop and execute a User Acceptance Test Plan.; • Complete UAT within alignment of project plan.; • Provide the UAT testers, workstations, and test data. ; • Schedule and conduct the UAT sessions.; • Track and report any material issues identified during UAT to the TTEC.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: TTEC will host CCAI and GenAI solutions in Google Cloud and implement and configure according to client's business requirements. Post implementation support is provided through TTEC's Google CCAI Managed service offerings tier plans.

Service scope

• Service constraints: Client to provide a project manager to work with the TTEC project manager on schedules and deliverables. ; Delays client’s decisions making and completing its tasks may impact the project timeline and costs.; · Procurement, implementation, and management of all carrier services PSTN/SIP Trunks associated.; · Provide requirements for change management, internal IT architecture, security, and project approvals. ; · Pre-production environment will be considered “frozen” 2 weeks prior to the first planned cutover; · Client acknowledges that voice calls will ingress to the GCP data centres.; · In the event LAN/WAN/SAN including QoS issues, client is responsible for the remediation.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Severity: Critical; Channel: Telephone only ; SLA: 15 minutes; Operations hours: 24/7/365; ; Severity: High; Channel: Telephone only ; SLA: 30 minutes; Operations hours: 24/7/365; ; Severity: Medium; Channel: Web self service , email ; SLA: Next business day; Operations hours: 9AM-5PM UK/ Mon - Friday/365; ; Severity: Low; Channel: Web self service , email ; SLA: Next business day; Operations hours: 9AM – 5PM UK/Monday - Friday/365
• 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: Web chat
• 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: Severity: Low; Channel: Web self-service, email ; SLA: Next business day; Operational Impact Example: Questions or issues that have little to no production impact.; Operations hours: 9AM – 5PM UK/Monday - Friday/365; Note: TTEC will use commercially reasonable efforts to provide a mutually acceptable workaround or repair if the problem has not been resolved in the next release of the relevant supported Service.
• Web chat accessibility testing: Not applicable. Testing has not previously been done.
• Support levels: Severity: Critical; Channel: Telephone only ; SLA: 15 minutes; Operations hours: 24/7/365; ; Severity: High; Channel: Telephone only ; SLA: 30 minutes; Operations hours: 24/7/365; ; Severity: Medium; Channel: Web self service , email ; SLA: Next business day; Operations hours: 9AM-5PM UK/ Mon - Friday/365; ; Severity: Low; Channel: Web self service , email ; SLA: Next business day; Operations hours: 9AM – 5PM UK/Monday - Friday/365

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Google Cloud CCAI, CCAIP, and Vertext AI

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: £250.00 to £1,680.00 a user a day
• Discount for educational organisations: No

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