Mphasis UK Limited

Contact Center Transformation - AI enabled

Mphasis has partnered with Kore.ai to deliver AI enabled contact centre transformation by enhancing services used by the citizens. This is done by automating tasks, and enabling contact centers to provide personalized, efficient experiences, increasing citizen satisfaction.

Features

• Omnichannel solution
• Empower Agent experience

Benefits

• Streamline workplace integration
• Boost agent efficiency

£90 to £1,860 a person a day

• Education pricing 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 Gaurav.Singh1@mphasis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

925707602973135

Contact

Gaurav Singh
+447424958499
Gaurav.Singh1@mphasis.com

Planning

• Planning service: Yes
• How the planning service works: Mphasis work very closely with our clients to conduct thorough discovery process. to directly address the pressing need to become fast, innovative, and personalized in their response to digital disruption. ; ; Mphasis team also has more than 500+ Certified Cloud Engineers to help our Customers in Planning & Consulting.; Mphasis also have partnership with major cloud providers (Microsoft Azure, AWS & Google). Most of the planning for Cloud Migration is being done during the consulting phase. ; ; The framework to help our customer in their tranformation journey is as follows:; Discovery --> Assessment & Planning --> Architect & Design --> Implementation; ; Discovery; -Define customer business objectives; -Understand pain-points; -Understand Business Growth; -Datacenter Vs Cloud Evaluation; ; Assessment & Planning; -Application and infra inventory (Third party & inhouse tools); -Categorization ; -Target state definition; -Application disposition strategy; -Creating Roadmap; -Migration Wave plans; ; Architect & Design; -Build landing zone (VPC, security, automation); -Tool selection; -Application migration Strategy Planning ; -Factory setup
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Mphasis NextLabs is our R&D centre dedicated to building innovative Cloud based solutions. Some of the NextLabs offerings are also available at AWS Marketplace. ; Mphasis institutionalised its expertise in the client using its Client University Coaching, Proprietary T-Shaped Assessment and TalentNext™ Skill Management framework. This is supplemented by (a) hands-on training, (b) best practices adoption for early wins, and (c) resolution of technical debt; Mphasis conducted design thinking workshop with product owners to identify the persona-based data requirements. We have delivered mentoring, guided experience, Community of Practice, Training, and knowledge library for our clients. This include Cloud Migration, Cloud Operations, Database Migration, Unix to Linus conversion & other NextGen Technologies. We have strong partnerships with several vendors including Microsoft, AWS, Google, and others, which allows us to do this.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We have in-depth experience of delivering new and large implementations and conducting migrations from client's traditional or legacy solutions into Cloud solutions including Hybrid, Private Cloud, AWS, Azure, Google Cloud. Mphasis' Anything to Cloud set of offerings provide application transformation and cloud-based services to our clients. It is an end-to-end framework for assessing, planning, and executing application migrations to cloud.; Cloud is central to Mphasis' X2C2™ (powered by cloud and cognitive) strategy, enabling customers to engage and rapidly drive Front2Back™ transformation, with cloud providing the added speed and flexibility to innovate and disrupt.; ; Mphasis has team of 250+ Cloud Migration Engineers with relevant industry certifications which gives great capability & experience in Cloud Migration.; ; Mphasis framework for Cloud Migration is as follows:; ; Discovery -->Dependency Mapping --> Analysis & Planning -->Build & Deploy -->Migration (Automated & Manual) --> Testing --> Handover to Ops.; ; We also have expertise & partnership with third party Cloud Migration Tools providers like Cloudamize, Zerto, PLatespin, CloudEndure, Corent etc.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Mphasis is CMMI Level 5 certified and has dedicated team for Quality which monitors the delivery & suggests the improvement areas for all customers.; We optimize the product development life cycle with comprehensive Mphasis testing services to help you on the transformation journey to quality engineering. Our testing services provide transformation, modernization, and automation solutions by ensuring maximum re-usability, ease of maintenance, better test execution, and enhanced reporting. We help provide a holistic solution and add more value to clients’ services.; We are adept at delivering large, multimodal, QA-managed, services engagements with proficiency in enabling DevOps via assets and accelerators, and experience in agile engagements with methodologies such as behaviour-driven development (BDD), test-driven development (TDD), and acceptance test driven development (ATDD).; Mphasis Stelligent have been providing Continuous Integration/Continuous Delivery solutions on AWS since 2009 and were one of the first service providers to attain AWS DevOps Competency. ; Mphasis has extensive capability and wide practice in performance testing in a Continuous Delivery Pipeline. We conduct Performance testing by Integrating these tests early on and on every build catch problems earlier to improve the reliability and stability of our releases.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • CISSP
  • CISM
  • CISA
  • ISO27001 Lead Auditor
  • Security Product Certifications-CISCO, Checkpoint, CyberArk, Sailpoint, Oracle, Symantec etc.)

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: With a host of in-house experts and tools along with strong industry partnerships, we provide a one-stop, end-to-end cloud consulting service. Mphasis provide extensive support, monitoring, control, training coordination, and deployment services to optimize client portfolios; We have our in-house Sparkle Innovation Ecosystem which is a Co-innovation lab set up jointly with the clients. These labs focus on client specific solution, monetization opportunities for data and are empowered to use the best of both worlds. Our NextLabs solution creates accelerators, IP and thought leadership articles which accelerates the implementation of client projects.; Mphasis has strong capability of certified cloud practitioners. We have 700+ Associate and Professional level Cloud certified developers. Mphasis focuses on regular skill development for employees and arranges trainings and certifications on the latest technologies. ; Other than this, Mphasis' acquisition 'Stelligent' expertise in Devops Automation on Cloud with 100% employees certified with multiple levels on Cloud certifications.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority incidents can be responded up to 15 Minutes. Overall response time matrix will be agreed as part of Service Level Agreement with Client.
• 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: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: We can support with multiple options including 24x7 support and other. Support Model will be decided on agreement with client.
• Support levels: Support models will be driven by Customer Requirements. ; Support can be available thought email and phone 24x7. ; Levels can be decided upon further agreement.

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: BSI
• ISO/IEC 27001 accreditation date: 31/10/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • CISSP
  • CISM
  • CISA
  • Security Product Certifications-CISCO, Checkpoint, CyberArk, Sailpoint, Oracle, Symantec etc.)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Mphasis takes climate change seriously and has created Climate emergency policies as part of our broader Health, Environment and Safety goals. We will ensure that in the course of our business activities, we will not only minimise our impact on the environment, but also enable each employee to contribute under the guidelines documented.

  Equal opportunity

  We practice gender-neutral policies related to recruitment, compensation, career progression and rewards & recognition. This is reflected through: 1. We have clear guidelines for determining salaries and pay scales, ensuring that compensation is based on objective criteria such as skills, experience, and job responsibilities. Transparency in salary structures allows our employees to have a better understanding of how their pay is determined, reducing the risk of pay disparities. Also, we keep promotions, rewards and pay rises are transparent. 2. Additionally, to identify and rectify gender pay disparities, we conduct regular pay equity audits. These audits involve analysing compensation data across distinct roles and levels, considering variables such as gender, race, and age. By identifying any unjustifiable pay gaps, we take corrective measures to ensure fair and equal compensation for all employees. 3. We encourage women leadership development by providing opportunities for skill-building, mentorship, and sponsorship, we support women's advancement into leadership positions. This not only bridges the gender pay gap but also enhances overall workplace diversity and inclusivity.

  Wellbeing

  Our dedicated D&I team runs various initiatives to provide further support for mental and physical wellbeing of our staff , their families and clients. We conduct various initiatives that gives the comprehensive view of the support that our staff are able to access.

Pricing

• Price: £90 to £1,860 a person a day
• Discount for educational organisations: Yes

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 Gaurav.Singh1@mphasis.com. Tell them what format you need. It will help if you say what assistive technology you use.