BT PLC

BT Genesys Cloud Contact Centre

BT Genesys Cloud Contact Centre is an all-in-one cloud-based contact centre software built to improve the user experience. It’s a suite of cloud services for enterprise-grade communications, collaboration, and contact centre management. It’s scalable, quick, and easy to set up. It is an evergreen platform with rapid innovation.

Features

• All-in-one omni-channel contact centre
• Inbound voice routing, Voicemail, Callback (IVR and web)
• Outbound, campaigns, Inbound / outbound blending
• Digital, chat, email routing, Co-browse, screen share, Messaging apps
• WEM, Interaction/screen recording, QM, WFM, Gamification, Speech/text analytics
• Insights, Real-time and historical views, Historical reporting, Performance dashboards
• Self-Service, Speech-enabled IVR, Voicebots, Chatbots, Knowledge, Agent Assist
• Integrations, Access to AppFoundry Marketplace, Platform APIs
• Provisioned with multiple redundancies, no single point failure, 99.99% availability
• Microservices architecture provides virtually unlimited scalability

Benefits

• Single platform to simplify infrastructure
• Comprehensive range of integrated features avoids bolt-on complexity
• Seamless citizen journey through multi-channel touchpoints
• Analytics provide deep insight into citizen experience
• Easy to use through unified agent desktop
• Delivered by BT, Genesys Platinum Partner for 25+ years

£87 to £171 a user a month

• 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 ccsframeworks@bt.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

876269716855131

Contact

Frameworks Team
0800 3288077
ccsframeworks@bt.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Buyers must have or procure the Supplier's (BT) SIP Trunks and Inbound Contact Services.
• System requirements: https://help.mypurecloud.com/articles/genesys-cloud-requirements/

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA varies according to fault severity, e.g. P1 incidents response time 30 minutes, fix time 4 hours.
• User can manage status and priority of support tickets: No
• 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: N/A
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: There is an SLA matrix which defines the response and fix times for incidents according to the severity (P1 - P4). Full details are included in the BT Genesys Cloud Contact Centre Service Description.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The Supplier (BT) can undertake all aspects of service implementation from pre-sales design, to environment build, configuration, testing, and training for users, supervisors, and administrators. Optional post-implementation support is available e.g. floorwalkers, and help with writing and understanding reports.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Buyers can easily extract and export all the data they need to keep via the Public API prior to contract expiry. All data in BT Genesys Cloud Contact Centre can be queried via the platform’s Public API (including individual recordings).
• End-of-contract process: The Supplier (BT) will disable the Buyer's access to the platform at a mutually agreed date and time. As a cloud service, there is no equipment to disconnect or recover.

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: Mobile apps optimised for small screen format.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: BT Genesys Cloud Contact Centre is a web-based application, which customers securely access via web technologies. All User Interfaces (UIs) in Genesys Cloud are web-based, built on platform independent and browser agnostic frameworks.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: https://help.mypurecloud.com/articles/about-accessibility/
• API: Yes
• What users can and can't do using the API: With the Genesys Cloud Platform API, you can control all aspects of your Genesys Cloud environment.; https://help.mypurecloud.com/articles/about-apis/
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Through the rich set of API's, BT Genesys Cloud Contact Centre can be used as a platform for customised usage. Further information on the API's available to customers can be found at https://developer.mypurecloud.com/.; ; Administrators of the BT Genesys Cloud Contact Centre have the ability to customise every element of the configuration of the platform including but not limited to inbound and outbound multi-channel routes, agent skills, queue strategies and prioritisation levels, call and screen recording policies, WFM parameters, quality evaluation parameters, customer satisfaction surveys and reports and analytics.

Scaling

• Independence of resources: BT Genesys Cloud Contact Centre is built on Amazon Web Services (AWS) and uses a distributed cloud environment:; BT Genesys Cloud Contact Centre services are running in an active-active manner.; The service tier is built as a stateless architecture — work can be done by any member of a cluster in the event of a single node failure.; BT Genesys Cloud Contact Centre uses Auto Scaling Groups (ASGs) for dynamically scaling our clusters in and out as demand changes and automatically detects failures and launches replacement instances.

Analytics

• Service usage metrics: Yes
• Metrics types: Billable Usage Report: tracks charges for BT Genesys Cloud usage during a specified date range.; Concurrent Usage Report: shows the peak number of concurrent users logged in to BT Genesys Cloud per day during the date range. For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users were logged in.; Resources Usage Report: tracks your organisation’s consumption of BT Genesys Cloud resources, including IVR minutes and data storage, and SMS/Messaging. This report includes the quantity of each resource consumed during the period by day.; Call data records.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Complies with a recognised standard (for example CSA CCM version 3.0)
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: BT Genesys Cloud Contact Centre is available 24 hours a day, 7 days a week, and uses commercially reasonable best efforts to provide 100% uptime (99.99% SLA), except for:; (i) occasional planned downtime at non-peak hours (for which advance notice will be given); or; (ii) any unavailability caused by circumstances beyond Genesys' reasonable control.
• Approach to resilience: BT Genesys Cloud Contact Centre (GCCC) services are running in an active-active manner.; The service tier is built as a stateless architecture — work can be done by any member of a cluster in the event of a single node failure.; The data tier makes use of both redundancy/replication strategies — loss of a data node doesn’t impact data availability or result in data loss.; Availability zones (AZs) are geographical locations engineered to be insulated from failures in other AZs. Each availability zone contains multiple data centers. All BT GCCC services are deployed into multiple AZs; this makes them tolerant in the event of a data center or even entire AZ failure.; BT GCCC uses Auto Scaling Groups (ASGs) for: Dynamically scaling our clusters in and out as demand changes, Automatically detecting failures and launching replacement instances.; BT GCCC uses Elastic Load Balancers (ELBs) to route internal and external traffic to healthy servers. Elastic load balancing detects unhealthy instances within its pool of Amazon EC2 instances and automatically reroutes traffic to healthy instances until the unhealthy instances have been restored. Failed Instances behind an ELB can be seamlessly replaced without affecting BT GCCC’s ability to handle traffic in the interim.
• Outage reporting: Genesys has created a website that provides transparent, up-to-date uptime information for Genesys Cloud Contact Centre at the following website:http://status.mypurecloud.com; Current operational status is listed for each Amazon Region along with historical system availability performance and percentages, as well as business features impacted in the event of a platform incident. Users can click the "Subscribe to Updates" button to receive status updates through email, SMS notifications, webhook notifications, or RSS or Atom feeds. Updates are sent when BT Genesys Cloud Contact Centre creates an incident, updates an incident, or changes a component status.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Administrators can enable multi-factor authentication (MFA) for Genesys Cloud users to increase security and reduce the risk of fraud.
• Access restrictions in management interfaces and support channels: Role and permissions based access control and segmented management interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Administrators can enable multi-factor authentication (MFA) for Genesys Cloud users to increase security and reduce the risk of fraud.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire
• ISO/IEC 27001 accreditation date: 18/07/2022
• What the ISO/IEC 27001 doesn’t cover: The certificate scope comprises the Information Security Management System supporting the operations underlying both the ; Genesys Cloud CX and Genesys DX offerings. The organizational scope includes the Development, Genesys Cloud Development, ; Workforce Optimization, Digital, and Artificial Intelligence teams affecting the Information Security Management System. These ; activities are governed by the implemented controls in accordance with the organizational Statement of Applicability which further ; extends to the additional controls defined within both ISO/IEC 27017:2015 and ISO/IEC 27018:2019.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 11/07/23
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: https://cloudsecurityalliance.org/star/registry/genesys-cloud-services/services/genesys-cloud-cx
• PCI certification: Yes
• Who accredited the PCI DSS certification: Pondurance LLC
• PCI DSS accreditation date: 17/07/23
• What the PCI DSS doesn’t cover: Type of services not assessed: Hosting provider, managed services, payment processing, account management, fraud and chargeback, merchant services, billing management
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27018 - Protecting Personal Data in the Cloud
  • GDPR Support for complying with stronger EU data protection laws
  • SOC 2 Controls over security, availability, and confidentiality

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: BT's & Genesys Security Policies and processes are modelled against ISO27001, SOCII and Cyber Essentials Plus

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: BT Genesys Cloud Contact Centre has an internal change management process that ensures changes do not occur in production until approved by a CRB. Change management procedures include the handling of emergency changes. BT Genesys Cloud Contact Centre achieves an enterprise-grade Secure Software Development Life Cycle through rigorous adherence to secure coding techniques, using developers trained in secure code development, following peer review requirements, performing automated secure code review and vigorous security and unit testing, and using a structured change management program.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Genesys uphold high security standards by use of:; • Centralized security information and event management (SIEM) to provide 24/7/365 Security Operations Center Monitoring and correlation between events and alerts; • Host-based intrusion detection system (HIDS); • Network-based intrusion detection system (NIDS); • Server anti-malware; • Server File Integrity Monitoring (FIM); • Centralized logging with anomaly detection; • Continuous monitoring improvement; • Third-party vulnerability assessments, both external and internal
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Proactive monitoring supplies data for daily review by analysts and automatic processes provide event correlation. All potential incidents are immediately investigated and remediated as appropriate.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: BT is providing end-end support and a single point of contact for all services. BT has an ITIL based service framework. The Desk will perform proactive monitoring. The BT Desk will be interfacing on a Desk to Desk Model with the Buyer’s Service Desk. Incidents received (reactive) or identified by Service Assurance Group (proactive) will be logged in the Supplier’s Incident logging tool. Progress updates to the Buyer’s will be defined and agreed and in accordance with governance policies. Records of numbers of incidents, causes and resolution times will be maintained and reported as part of the regular reporting process.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  BT Group has been a leader on climate action for over 30 years. We have been tracking our carbon reductions since 1992 and become one of the first companies in the world to set a science-based target in 2008. Our networks and buildings are all powered by renewable electricity, and we are aiming to transition majority of our fleet to electric or zero-emission vehicles by 2030 (now over 2,400 in total). To date, our electric fleet has travelled more than 7.9 million miles, saving over 2,200 tonnes of CO2e, which helps us transition to a net zero economy much faster. ; ; We are investing in full fibre broadband and 5G networks that will pave the way for lower-carbon ways of life and work. We believe to reach Net Zero renewable energy, low-emission vehicles and technology hardware are important, which the Crown Commercial Services also believe. Due to our solutions for Carbon reduction aligning, BT can consider setting a workshop with CCS to share ideas and objectives on how to achieve net zero.; ; We have pledged to become a net zero business by the end of March 2031, and we are targeting net zero for our supply chain and customer emissions by the end of March 2041.We have also set a target to help customers avoid 60 million tonnes of CO2e by the end of March 2030. We aim to contribute to a circular economy by reducing waste and enhancing opportunities to repair, refurbish and recycle. This year, our customers returned more than 1.8 million home hubs and set-top boxes to us and through our refurbishment operation, we reused 83% and recycled the rest. We also collected over 190,000 mobile devices through trade-in schemes, all of which were reused (97%) or recycled.

  Covid-19 recovery

  At BT we understand the important of showing support to others, especially those who are in vulnerable situations. To show our support, BT has launched the award-winning Care Companions initiative during Covid – matching BT volunteers with residents in care homes, providing a befriending service with weekly calls brightening someone’s day. From those humble beginnings there are now around 400 BT volunteers from 29 contact centres across the UK making weekly calls to around 15,000 care home residents. As well as befriending residents, tackling loneliness and isolation, BT volunteers have also continued to support the care homes with fundraising and gardening.; ; We also work closely with Home-Start. A local community network of trained volunteers and expert support, helping families with young children through challenging times. Our partnership helps people improve their digital skills, whilst opening fantastic fundraising and volunteering opportunities for our colleagues. ; ; Our partnership aims to support Home-Start families with: ; · Digital Confidence ; · Data Connectivity ; · Access to devices ; ; Staff will use their volunteering hours to help support families with digital support. We will be teaching families basic digital skills such as using a laptop, tablet, or mobile phones. Also, we would use these hours to help families apply for schools, colleges, and jobs to put them in a position for a better future. ; ; We also offer flexible working. Since Covid people have been through demanding situations, and now going through cost-of-living issues. Giving our employees the chance to work from home twice a week, allows them to save on expenditures traveling from and to the office including spending while within the office. We also understand how covid affected many people through losing loved ones. We hope flexibility allows employees to be more around their loved ones and support each other after going through such tough times.

  Tackling economic inequality

  At BT we are aware, in the UK there are skill shortages for many people who face multiple barriers into employment for several reasons out of their control. This is why we have supported more than 51,000 people with employability guidance and work life digital skills since 2014. Our aim is to boost social mobility and economic productivity by helping young people succeed in an increasingly digital world of work.; ; We are committed to being responsible, sustainable, and inclusive. It is fundamental to our purpose that we ‘connect for good’. BT is one of the largest employers of apprentices in the UK. In 2022, we ranked third place in the top 100 Apprenticeship employers in the UK and recruited more than 2,600 apprentices and graduates over the past four years. An addition to this, we hired 400 apprentices and graduates in 2023 in different cities across the UK such as London, Birmingham, Manchester, and Bristol and more. ; As well as employment schemes, BT have delivered over 185 workshops reaching over 4900 pupils aged between 11 and 19. Our employees share their work skills and experiences with this next generation of employees and drive aspirations to work in engineering, innovation, and technology industries. ; Our 5-hour workshops: ; ; • Give young people the opportunity to explore their individuality, skills and interests through group activities and challenges, supporting their careers education at school. ; • Align with the Gatsby Benchmarks to support schools to deliver great careers education across the UK and Northern Ireland and work towards their quality education standards e.g. OFSTED Inspections ; • Feature STEM (science, technology, engineering, maths) activities that link curriculum-based learning to the skills employers are looking for in areas such as Software Design and Engineering, Fibre Network Build and Cybersecurity Planning and Solutions.

  Equal opportunity

  Everyone, regardless of background, experience, or their place in society, should be afforded opportunities to help them learn and grow. This is the foundation upon which a modern, progressive, and inclusive society functions. In achieving this, we all benefit. We benefit from talent, no matter from where it comes; being able to grow, mature and prosper. This is BT’s philosophy.; ; We have set out some 2030 ambitions relating to gender, ethnicity, and disability. By 2030, our workforce will be; ; • 50% Gender (we want 50% of BT Group colleagues (excl. Openreach) to be women); • 25% Ethnicity (we want 25% of BT Group colleagues (UK workforce, excl. Openreach) to be Black, Asian or from an ethnic minority background); • 17% Disability (we want 17% of BT Group colleagues (UK workforce ex Openreach); • ; We have partnerships with different agencies which we work with to support equal opportunity. Such is Purple Goat, which is one of the UK’s only communications agencies run by disabled people. We partnered with them to deliver a series of videos highlighting the experiences of colleagues with a range of disabilities – including diabetes, autism, and visual and hearing impairments. ; We have also built relationships with Code First Girls, Women Returners, Black Girls Tech Summit, and Girls Talk London. These initiatives help delegates develop their skills and network with peers, creating more opportunities for women to move into technology careers. ; And as lead sponsor of the Avado FastFutures programme, we are helping upskill over 7,000 18–24-year-old learners from ethnically diverse backgrounds. We want to help them develop digital and data skills to unlock opportunities and launch their careers.

  Wellbeing

  At BT, we always put wellbeing and safety first. For us, there are no shortcuts in keeping everyone safe. We work on creating fulfilled, safe, happy, and healthy employees in a culture where everyone can thrive. BT’s supporting wellbeing in the workplace includes: ; ; SilverCloud, which provides programmes designed to help improve and maintain wellbeing by addressing core underlying issues that can have a negative impact on how employees live their lives. We will ensure that all our staff within the contract are aware of this support option if needed. These include modules on stress, money worries, perinatal wellbeing, anxiety and more. Users would usually be recommended to complete one module of their choice within a week period. ; ; We will measure the mental health in respect of the contract using a ‘YourSay’ survey, published annually, of: ; · No. of individuals are aware of the support services. ; · No. of individuals have participated in mental health awareness events. ; · No. of managers who completed the mandatory training. ; · Additionally, managers that qualified mental health first aiders. ; ; BT also provide their Employee Assistance Programmes (EAP). EAP's provide a range of services, notably employee counselling, but also legal advice, practical financial information, and advice on dealing with debts. BT's EAP includes a comprehensive range of personal and group services to help our people deal with worrying or tricky situations. It is entirely free of charge for users. ; The EAP is delivered by Optum - our Occupational Health & Wellbeing Centre of Expertise makes sure the services are delivered to the highest standards to meet our people's needs. You can contact the EAP, in confidence, 24 hours a day, 7 days a week, 365 days a year so that help is available whenever it is needed. Assistance can be provided face-to-face basis or via telephone.

Pricing

• Price: £87 to £171 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trials can be customised to suit specific requirements of the customer. The full omnichannel experience is available. Period of the trial can be agreed on request.

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