TTEC CONSULTING (UK) LIMITED

TTEC Digital Genesys Cloud CX Professional Services

Our Genesys Cloud conversion professional services include project management, business analysis and design, developing and engineering of the solution, training, testing, and managed services.

Features

• CXEdge is our experience framework providing structure for client engagement.
• SandcastleCX for design in a pre-sale opportunity "sandbox".
• SurroundCX managed services with incident management and CX success plans.
• CX Consulting, including journey mapping, CX design, and VOC/VOE.
• AI: knowledge management, virtual agents, intelligent routing, reporting & analytics.
• Analytics: data modernization & integration, predictive customer analytics, business intelligence.
• IP solutions: agent desktops, AI/ML enhancements, analytics solutions, WFM Adapters.
• Experience transformation: conversational AI, CX strategy and design, CC optimisation.
• Contact centre technology: AWS, Cisco, Genesys, Google, Microsoft, and Talkdesk.
• Workforce intelligence solutions: Genesys WEM, Calabrio, Verint, Alvaria, and Nice.

Benefits

• CXEdge client engagement built to imagine, ignite, innovate, and amplify.
• SandcastleCX to build use cases in a live environment.
• SurroundCX managed services to ensure client success and platform adoption.
• CX Consulting to transform the customer experience and deliver ROI.
• AI to power cognitive insights and deploy cognitive engagement.
• Data and analytics to build understanding and create valuable connections.
• IP solutions to speed up your time to value.
• Experience transformation to envision, design, and build world-class CX/AX.
• Effective technology to empower agents to achieve key business outcomes.
• Optimise cost savings with greater visibility into contact centre operations.

£250.00 to £1,400.00 a unit 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

936740345239701

Contact

Wayne Kay
0113 5432620
Olivia.Shaw@ttecdigital.com

Planning

• Planning service: Yes
• How the planning service works: TTEC Digital specialises in guiding buyers through the process of planning and implementing cloud hosting and software services such as Genesys Cloud CX. Our team of experienced transformation experts works closely with clients to envision, design, and execute top-tier customer and agent experiences that deliver tangible business value on a large scale. Through our CX strategy and design services, we collaborate with clients to establish and bring to life a powerful vision for customer acquisition, retention, and engagement that aligns seamlessly with their overall business objectives. Leveraging CX operating models, we help transform contact centres by integrating processes, technology, operations, and strategic transformation initiatives to drive accelerated value creation for our clients.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Genesys Cloud, a cloud-based platform for communication and CX management.

Training

• Training service provided: Yes
• How the training service works: As a Platinum Partner of Genesys and Genesys Global Cloud Partner of the Year, TTEC Digital are fully accredited in all aspects of supporting customers on the platform with over 400+ Genesys accreditations. ; TTEC Digital provides role-based training during the implementation with a train-the-trainer approach. Our courses are live, instructor-led sessions using the client's Genesys Cloud platform (ORG) and data. The sessions comprise live demo, lecture, and discussion. The client is welcome and encouraged to practice in their production platform after training. We would conduct training for the client's trainers, supervisors, testers, and administrators before UAT so testers can effectively complete test scripts.; This is offered most often prior to UAT to ensure your UAT testers are able to effectively complete test scripts and your trainers can prepare their end user training. Your trainers then complete preparations for their end-user training during deployment. TTEC Digital can offer end-user training if Hot Topic decides they want to add that option. TTEC Digital also provides both private and public training programs as needed to provide ongoing training as refresher courses or for new hires. ; ; Genesys also offers online training at; https://training.mypurecloud.com
• Training is tied to specific services: Yes
• Services the training service works with: Genesys Cloud, a cloud-based platform for communication and CX management.

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: TTEC Digital approaches implementation projects as conversions rather than simple migrations. With a track record of successfully converting numerous clients from premise-based solutions, including Genesys and other third-party systems, we have honed our expertise in this area. Our conversion process is underpinned by a meticulous analysis of requirements and traceability, ensuring that every aspect of the transition is carefully planned and executed. We conduct analyses to identify any discrepancies and ensure a seamless transition to the cloud environment.; A critical aspect of our conversion process is focusing on helping clients manage the retention of historical call recordings and reporting data from their original contact centre platform. We have developed proprietary intellectual property (IP) that aids clients in preserving essential data and insights during the migration process. This ensures that valuable historical information is seamlessly transferred to the new Genesys Cloud environment, enabling continuity in operations and insights for the client.; By leveraging our experience, best practices, and specialised tools, we guide buyers through the complexities of migrating to the cloud or transitioning between cloud services. Our goal is to facilitate a smooth and efficient conversion process that minimises disruptions and maximises the benefits of adopting Genesys Cloud for our clients.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Genesys Cloud, a cloud-based platform for communication and CX management.

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: TTEC Digital will help buyers do quality assurance (QA) and performance testing. TTEC Digital handles QA and performance testing, while clients are responsible for unit testing and User Acceptance Testing (UAT). We use TestPad for test case management. After QA testing, clients conduct UAT with our support. We facilitate UAT progress meetings and address any issues. A cutover precedes production use, allowing clients to test the system. Our testing process includes Unit Testing, QA Testing, Business Process Testing (BPT), and UAT. Unit and QA testing are done in sprints, while BPT and UAT are performed for each release. Unit Testing ensures functionality meets criteria, QA Testing ensures quality, BPT tests business processes, and UAT involves end users testing the solution.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: TTEC Digital support the Genesys Cloud CCaaS solution, which is hosted in Amazon Web Services. Genesys manages and maintains the platform itself. TTEC Digital offers ongoing support and management of a client's specific Genesys Cloud configuration, customisations, and integrations. Our support is offered as CX Success Plans and are available in tiers: essential and plus. Services include client success management, incident management, platform adoption, and voice flow monitoring.

Service scope

• Service constraints: There are no significant constraints to identify. Most support is performed remotely, as the solution itself is cloud-based, and most often there is not any premise-based devices or hardware that would require onsite service. Our standard support model includes the use of global resources. Resources constrained to particular region can be discussed if required.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Severity levels:; Critical: Inability to perform critical business function, no workaround, 10 minutes (phone).; High: Degraded performance, 2 hours (Genesys' My Support website).; Medium: Noncritical functions affected, workaround available, 2 hours (Genesys' My Support website).; Low: Trivial impact, informational assistance, 2 hours (Genesys' My Support website).
• 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 Digital offers CX Success Plans for the Genesys Cloud solution: Essential and Plus. They are priced at 12% and 15% of the Genesys Cloud CX subscription cost. Plus offers additional benefits not included with Essential.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Genesys and complimentary add on products from Genesys AppFoundry.

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 £1,400.00 a unit 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.