CLOUD9 BUSINESS SERVICES LIMITED

Microsoft Teams Voice End User Training

Our training is designed to review business requirements and conduct training needs analysis to make recommendations around how to most effectively use Microsoft Teams Voice to support a productive customer interactions. Our bespoke training will help users feel confident when using Teams Voice, improving both collaborative working and business efficiencies.

Features

• Bespoke / Tailored Teams Voice End User Training
• Tailored / customised Training Materials for Teams Voice
• Allocation of user personas (where applicable)
• Improve knowledge and understanding of delegate features
• Improve knowledge and understanding of features supporting work life balance
• Improve knowledge and understanding of call queue features
• Flexible to organisation needs and budgets
• Understand real time information available
• Training for teams voice contact centre

Benefits

• Enhanced Productivity; empower employees to use technology effectively
• Maximised ROI; fully utilise available tools and features
• Reduced resistance to change; embrace change leading to smoother transitions
• Strategic Alignment; support business strategies and drive desired outcomes
• Improved User Satisfaction; feel confident and engaged, contribute more positively
• Risk Mitigation; inadequate preparation can lead to operational disruptions

£650 to £1,250 a unit 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 zoe.oneill@cloud9bs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

951316570973413

Contact

Zoe O'Neill
01442979910
zoe.oneill@cloud9bs.co.uk

Planning

• Planning service: Yes
• How the planning service works: Cloud9 Business Services will conduct training needs analysis and agree training requirements with a key contact at your organisation. This may be identified by user requests, IT service desk enquiry analysis or driven by strategic objectives. Where this information is not easily available, more in depth discovery can take place. Our experienced consultants hold senior leadership meeting to define and agree the overall strategic objectives of the project and agree any required outcomes. We would also seek to understand governance around the technology, such as policies, end user devices, external collaboration guidelines/rules. ; ; Discovery workshops can be held directly with end users to understand current working practices, challenges and overall business needs. Users are grouped in a logical way depending on your organisation, typically teams within departments or similar job roles across multiple departments. In addition, surveys using of MS Forms can be designed and distributed to gather data and group training requirements for bespoke training content. Once the requirements are understood, our team will create agendas based on the agreed learning objectives.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • MS Teams Voice
  • Microsoft Teams Voice
  • Microsoft External Calling
  • Microsoft Teams Voice Contact Centre

Training

• Training service provided: Yes
• How the training service works: We provide end user training for Microsoft Teams Voice. Our goal in all training sessions is to meet the organisational objectives based on the initial training requirements. We will discuss and agree training requirements with you. Once the requirements are understood, our team will create a training plan tailored to your organisational needs.; We recommend that training is delivered prior to go live to ensure all users are prepared and confident for the switchover. Ideally these sessions will be held close to the go live date to ensure details are not forgotten and depending on the technical deployment it may be possible for users to gain familiarity with the solution by making outbound calls prior to the number port.; The recording of online sessions is not only permitted but encouraged, allowing as many users as possible to access the training content. Our team can also ‘top and tail’ and brand training video recordings, where required. Training documentation, such as quick reference guides, can also be created at an additional cost. In addition, our team can also create bespoke training videos.
• Training is tied to specific services: Yes
• Services the training service works with:
  • MS Teams Voice
  • Microsoft Teams Voice
  • Microsoft External Calling

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Success criteria is agreed at the beginning of a training programme, along with the learning objectives. Training feedback is gathered via a feedback form using Microsoft Forms. Feedback provided at the end of a session is valuable, however, this is more related to the delivery of the session rather than assessing how well learning objectives have been met. Therefore, our team will provide a feedback form designed to distribute to attendees approximately one week after the delivery of the training. We believe that a delay between training and feedback, allows individuals to provide valuable feedback not only on what they have learned, but how they have managed to apply this to their job roles. The feedback is reviewed by our team, together with you, to identify any areas that may need to be followed up, for example, additional supporting documentation, drop-in sessions or additional training sessions.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Our project methodology embraces a people and technology approach. We are providing user adoption and training and are not MS Teams or MS 365 architects / engineers. Any policy or technical requirements and changes are the responsibility of the client and/or their technology provider. ; Some training courses are only available as remote sessions due to the location of our trainers

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Support levels: This particular service offering is specifically for consultancy and training to support a migration to MS Teams Voice. Therefore a support model is not applicable.

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: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Advancing Sustainability Through Cloud-Based Solutions; Cloud-based solutions play a pivotal role in curbing carbon emissions within the IT sector. By harnessing ultra-efficient data centres powered by renewable energy, cloud service providers contribute to a greener digital landscape. Additionally, the surge in hybrid and remote work arrangements has the potential to conserve energy and reduce emissions, positively impacting individual carbon footprints.; At Cloud9 Business Services, we actively combat climate change by promoting remotely held discovery workshops and training sessions. By doing so, we minimise our own carbon footprint and potentially our attendees too.; Our comprehensive services empower clients to embark on digital transformation projects, enabling flexible and remote work solutions. Here’s how we make a difference:; 1. User Adoption Program:; • We facilitate collaborative work in remote environments through tools like MS Teams and SharePoint. Users learn to leverage these platforms effectively, enhancing productivity and teamwork.; 2. Contact Centre Consultancy:; • Organisations can extract maximum value from their contact centre solutions, including in a remote work setting. Our consultancy ensures seamless customer interactions and efficient operations.; 3. Agility for Changing Markets:; • In today’s collaborative and hybrid work landscape, adaptability is key. Our services empower users to work efficiently and collaboratively from any location.; • Together, we help drive sustainability, foster innovation, and champion a greener future for businesses and individuals alike.

  Covid-19 recovery

  Accelerating COVID-19 Recovery with MS365 Training; Our services play a crucial role in aiding COVID-19 recovery by equipping businesses with the necessary tools. Here’s how we contribute:; 1. Future-Proofing Businesses:; • We provide training and consultancy services that empower organisations to adapt swiftly. By future-proofing their operations, businesses can navigate uncertainties effectively.; 2. Digital Transformation for Resilience:; • Our digital transformation services enable seamless operations in the face of disruptions. Organisations continue to function with flexible and remote work solutions.; • For instance, our MS Teams Voice migration facilitates communication from remote locations or within hybrid work environments.; 3. User Adoption Program:; • In a remote setting, collaboration is key. Our program encourages collaborative work using MS Teams and SharePoint. Users become proficient in these tools, enhancing productivity.; 4. Optimising Contact Centres:; • Even in remote work scenarios, organisations can extract maximum value from their contact centre solutions. Our Contact Centre consultancy ensures efficient customer interactions.; 5. Agility Amid Market Changes:; • The collaborative and hybrid working landscape demands agility. Our services empower organisations to respond swiftly to market conditions, staying competitive.; Together, we help pave the way for resilient recovery and sustainable growth.

  Tackling economic inequality

  Empowering Economic Equality Through Microsoft 365 Training and User Adoption; At our organisation, we recognise that economic inequality can be addressed through strategic training. Here’s how our Microsoft 365 training services contribute:; 1. Small Business Growth and Development:; • We provide training and consultancy services specifically tailored for small businesses. By enhancing their skills and knowledge, we empower them to grow and thrive.; • Small businesses play a vital role in local economies, and our support ensures their continued success.; 2. Skills Gap Bridging:; • Our training services focus on addressing skills gaps within organisations. By upskilling employees, we enhance productivity and enable businesses to remain competitive.; • When employees are well-trained, they contribute more effectively to their organisation’s success.; 3. Individual Career Advancement:; • Investing in training is an investment in oneself. For individuals, it means improved skill sets and career growth.; • Whether it’s mastering Microsoft 365 tools or developing soft skills, training opens doors to new opportunities.; In summary, our Microsoft 365 training programs foster economic equality by empowering businesses and individuals alike.

  Equal opportunity

  Promoting Equal Opportunities Through Microsoft 365 Training; Our training courses play a pivotal role in fostering equal opportunities. Here’s how:; 1. Skill Development and Role Understanding:; · We empower individuals to develop new skills and gain a deeper understanding of their roles.; · Enhanced performance opens doors to growth and advancement.; 2. Accessibility-Centric Approach:; Our training materials are crafted with accessibility in mind.; For those with visual impairments, our training can incorporate features like keyboard shortcuts and present content with large mouse pointers and fonts.; Together, we create an inclusive learning environment that allows everyone a fair chance to thrive.

  Wellbeing

  Boosting Wellbeing Through Microsoft 365 Training and User Adoption; At our core, we are passionate about empowering organisations to thrive. Recognising that your people are the backbone of any organisation, we emphasise the importance of training. Here’s how our Microsoft 365 training contributes to overall wellbeing:; 1. Skill Enhancement for Individuals:; • Our training programs equip individuals with the knowledge and tools they need to excel. When employees feel competent and confident, their overall wellbeing improves.; • Whether it’s mastering Microsoft Teams, enhancing collaboration in SharePoint, or streamlining tasks in Outlook, training positively impacts daily work life.; 2. Strengthening Organisational Health:; • A well-trained workforce translates to a healthier organisation. By addressing skill gaps and fostering digital literacy, we enhance business wellbeing.; • Organisations that invest in training create a positive work environment, reduce stress, and promote employee satisfaction.; 3. Holistic Approach to Success:; • Our training extends beyond technical skills. We emphasise soft skills, stress management, and work-life balance.; • When individuals thrive, the entire organisation benefits, leading to sustained success.; Together, we help champion a culture of learning, resilience, and wellbeing within your organisation.

Pricing

• Price: £650 to £1,250 a unit 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 zoe.oneill@cloud9bs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.