Capricorn Ventis Ltd.

Customer and Employee Engagement

Customer and Employee Engagement address the relationship, interaction and transaction between the organisations and its customers and employees. Capventis legacy expertise in CRM has been transformed by modern eXperience based propositions. Today, we help clients to define the best omni-channel solutions for customer and employee engagement and partner with Zendesk.

Features

• Omni-channel interactions: Email/Web/Phone/Chat/Answer Bot/WhatsApp/Social
• Unified agent workspace to see all requests in one place
• Automated workflows
• Self-service portal for requesters and employees
• AI powered chatbot with images and workflows
• Advanced AI capabilities for customers and employees. Partnered with OpenAI
• AI powered workforce engagement management (WEM) and quality assurance (QA)
• Available in multiple languages
• Various integration capabilities: marketplace apps, connectors and an open API
• Extensive dashboards and reports

Benefits

• Reduces operational cost through efficiency (reduce requests, tasks, handling time)
• Improves customer eXperience (24/7 service and easy to contact)
• Improves agent experience (simple tasks automated and easy to use)
• Improves productivity
• Reduces reply and resolution times
• Provides 24/7 Service in multiple languages
• Customisable to the business, including branding
• Scale with your organisation, including teams, volume, regions and channels
• Exceptional time-to-value (TTV), total cost of ownership (TCO) and ROI
• Seamless Integration with other tools

£800 to £1,400 a person a day

• Education pricing available

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

926279621023048

Contact

Brian O'Flynn
+44 845 313 8696
brian.oflynn@capventis.com

Planning

• Planning service: Yes
• How the planning service works: Capventis 'IMPROVE' provides a framework for organisations to identify, map, design and implement solutions that deliver value in todays eXperience Economy. Value is the driver and data is the ingredient. ; ; The focus in CE and CX is on the engagement, communication and transaction via all channels, devices and media (omni-channel). The best modern solutions do not try to replicate corporate / ERP functions in overly complex CRM platforms. Rather we focus on channels, communications and integration between the front line and the back end corporate systems. Data needs to flow and data needs to be available, in the most appropriate form, to those needing it where ever they are. ; ; We work with our clients to Blueprint (see Capventis IMPROVE) their needs, design scalable, intuitive and easy to manage solutions. ; ; We work with the world leading Zendesk platform together with modern Zendesk Sunshine and GluSys data and function enablement platforms, to and from the cloud. ; ; We help clients understand, design, plan, integrate and implement the best customer engagement solutions that provide winning customer eXperiences, ratings and advocacy.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Zendesk
  • Zendesk Suite
  • Zendesk Guide
  • Zendesk Messaging
  • Zendesk Talk
  • Zendesk WFM
  • Zendesk QA
  • Ultimate AI
  • Sunshine Conversations
  • AI Agent

Training

• Training service provided: Yes
• How the training service works: Training will be discussed as part of the scope of the project. Capventis provides all the training requirements and can be delivered by a hybrid approach.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Zendesk
  • Qualtrics
  • GluSys

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The 'IMPROVE' Framework and Blueprint Model drive the best design for the most optimal solution. We then focus on migration from the existing state to the new state as quickly as possible and with reduced risk. Migration is concerned with implementation of the new platforms or solution, migrating the data and on boarding business users and supporting operations.; ; We have established a migration model that focuses on deploying the essential, foundation solution that enables the most business functions, without unnecessary complexity. We call this 'Brilliant Basics'. It has added benefits of making the step change for the organisation and people a shallower / easier one and focus on success management.; ; Once the foundation solution is embedded and successfully adopted by the business, then the strategy can evolve at a pace and complexity to suit the priorities of the business, timing and budget. ; ; Our technology portfolio (Zendesk and GluSys at the heart for CE/CX) provides for fully integrated and embedded solutions for any scale of organisation and cloud services architecture. We have experience, skills and knowledge of all the leading CRM platforms and so can help integrate them with the new technology, or replace and migrate from them.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Zendesk
  • AWS
  • Azure
  • GluSys

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The project management / quality approach adopted by Capventis is an in-house approach that has been developed over many years of successfully delivering projects to clients. The approach has taken the best elements of well-known methodologies such as Prince, PM3, Scrum, Sure Step, Kepner Treghoe, etc. but has refined these methods down to make for a far simpler more efficient and effective delivery methodology aligned to the needs of cloud systems. Quality Assurance is embedded in the very fabric of all that Capventis does and it is managed at all levels from the consultant to the project manager and up to the Lead Architect. The Quality Assurance is evidenced in the Blueprint Documentation, in the on-going maintenance of the SoW and in the publication of weekly status reports that tracks progress against plan. On completion of a piece of configuration the work is cross referenced with the Blueprint by both the developer and lead analyst. As part of the weekly progress project review the status of each piece of work is confirmed in terms of budget, timeline and quality, finally the work is inspected and approved by the Client UAT Team.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security audit services
  • Other
• Other security services:
  • Data Management with Security and Protection
  • GDPR Design and Implementation
  • Cloud Data Accesss, Retrieval and Protection

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: Capventis is able to provide ongoing support to clients by providing a second line support service on a Drawdown Services mechanism as and when needed by the client team. Services types including management, advisory, analysis, design, configuration, integration, testing and training. The drawdown services typically apply where a business solution is already in place, which requires regular or ad-hoc services from Capventis in support of the Client team.

Service scope

• Service constraints: Typically support is provided Monday to Friday from 9am to 5pm, but additional support can be arranged

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA response time is within 1-hour of an issue been raised. Support is provided Monday to Friday from 9am to 5pm. Additional support can be arranged by special agreement.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Capventis provides an organisation with a standard support level agreements which is delivered on a flat fee structure basis. Additional support can be arranged by special agreement. Each support request will be assigned to a single point of contact. In addition to the single support contact every client is allocated both a technical project manager and a commercial manager.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• 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
  • Equal opportunity

  Fighting climate change

  Our programs and solutions incorporate remote access features, reducing the need for physical meetings and travel, thereby contributing to the reduction of carbon emissions.

  Covid-19 recovery

  Our services support organisations to adapt to new remote work environments and customer service needs brought by Covid-19. Capventis and Zendesk enhance and improve digital interactions between a customer and an organisation, but also between employees and their organisation.

  Equal opportunity

  Ensuring inclusivity by providing accessibility options and multilingual support, allowing all customers and employees to participate regardless of their backgrounds.

Pricing

• Price: £800 to £1,400 a person a day
• Discount for educational organisations: Yes

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.