TTEC CONSULTING (UK) LIMITED

TTEC Digital Amazon Connect Consulting and Delivery

TTEC Digital is an AWS Advanced Consulting Partner and Service Delivery Partner for Amazon Connect, AWS' CXaaS platform.

We work with customers to
- design and implement CX solutions to technical and budgetary requirements.
- leverage AWS' AI Services to enhance customer and agent experience.

We also offer Managed Services.

Features

• Migration of existing contact centre services to Amazon Connect
• Natural language understanding bots for voice and chat
• Implementation on CRM (and other) integrations with Amazon Connect
• OmniChannel customer journey consulting and design leveraging Conversational AI
• OmniChannel customer journey implementation, including AI voicebots and chatbots
• Multiple language support for customers interactions
• Secure IVR solutions for PCI DSS compliance
• Agent desktop enhancements including AI services for Agent assistance
• Enhanced reporting solutions with data analytics options
• Managed Services for continuous innovation in CX

Benefits

• Reduces time to deploy, simplifies adoption of cloud services
• Consumption-based pricing ensures you only pay for what you use
• Provides a rapid and economic validation of the expected outcomes
• Commercial model providing business outcome rationale for stakeholders to sign-off
• Our expertise helps customer Identify, prioritise and mitigate success blockers.
• Providing a clear route from pilot to full scale implementation
• Delivers differentiated CX from insights into customer and agent behaviours
• Leverages AI sevices from AWS for proactive and personalised experiences
• Our approach Increases success through greater user engagement and adoption
• Provides the training required to continuously improve the service

£230.00 an instance an hour

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

888118512474314

Contact

Wayne Kay
0113 5432620
Olivia.Shaw@ttecdigital.com

Planning

• Planning service: Yes
• How the planning service works: TTEC Digital have a wealth of experience partnering with customers across the sectors and of all sizes, to implement CX solutions on AWS, using Amazon Connect, Lex and the ecosystm of AI services. We have completed 500+ engagements globally, for 100s of customers. ; ; We work with you to understand the As-Is, To-Be and transition states, engaging with the relevant business and technology teams, to determine the best approach to meeting requirements and securing adoption - whether that be via pilot and incrmental expansion, or fullscale tranformation.; ; The implementation team can work using Waterfall, Agile or hybrid methodologies to ensure go-live dates. ; ; We are also experienced working with a wide variety of 3rd party vendors that customers use as part of their IT estate to maximise the potential of Amazon Connect and the AI ecosystem on AWS.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Covering Amazon Connect and its associated AI ecosystem of services.

Training

• Training service provided: Yes
• How the training service works: TTEC provides agent, supervisor and adminstrator training as part of any implementation and migration project. Training is typically delivered as "train-the-trainer" model, with supporting documentation and training materials.
• Training is tied to specific services: Yes
• Services the training service works with: Amazon Connect and its associated AI ecosystem of services

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: TTEC Digital have a wealth of experience partnering with customers across the sectors and of all sizes, to implement CX solutions on AWS, using Amazon Connect, Lex and the ecosystm of AI services. We have completed 500+ engagements globally, for 100s of customers. ; ; We work with you to understand the As-Is, To-Be and transition states, engaging with the relevant business and technology teams, to determine the best approach to meeting requirements and securing adoption - whether that be via pilot and incrmental expansion, or fullscale tranformation.; ; TTEC will also coordinate with other suppliers and vendors so that you can take full benefit of systems and services already procured.; ; TTEC stays with you through "go live", and can provide transition support through training, or provide an ongoing Managed Services capability for continuous innovation.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Amazon Connect and its associated AI ecosystem of services

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: TTEC Digital provides a managed service tailored specifcally for Amazon Connect is tailored to reflect the specific characteristics of a hyper-scale provided customer experience platform. ; ; Briefly the service options include:; - Core support services (24x7 global support providing ITIL aligned service processes such as incident, change, problem management); ; - Flexible engineering hours to support in-service project changes and customisations required to ensure the implemented solution continues to meet the operational requirements; ; - CX Consulting for Continuous Innovation, looking at data insights gathered, changes in business strategy, and enhanced or new service capabilities from AWS.

Service scope

• Service constraints: No.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: TTEC digital provides an online ticketing system for customers to interact with its managed services.; ; TTEC provides Managed Service options for customer AWS CX solutions (based on Amazon Connect, Lex etc) including Tier 1 to 3 support 24x7. ; ; SLAs are specified in the relevant contract, based on incident severity and business impact.
• 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: No
• Support levels: TTEC provides support for incident, problem and change management for its managed service customers.; Incidents are assigned a severity based on the business impact of the service interruption. ; ; TTEC provides Managed Service options for customer AWS CX solutions (based on Amazon Connect, Lex etc) including Tier 1 to 3 support 24x7. ; ; The cost of the managed service is determined by the size and complexity of the environment under management and the volume of included flexible hours included in the service contract.; ; TTEC Digital provide a Technical Account Manager (TAM) who will co-ordinate incidents, problems and changes and assign appropriately skilled engineers to resolve an incident.

Resellers

• Supplier type: Not a reseller

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: £230.00 an instance an hour
• 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.