Ceox

Microsoft Dynamics 365 Omnichannel Engagement Services

Ceox Omnichannel Engagement is built upon Microsoft Dynamics 365 for Customer Service Enterprise and enables organisations to engage with customers across platforms including Chat, SMS, Social Media, Voice, Teams and Email. Engage customers, citizens and residents using Multi Channel Engagement to deliver higher customer satisfaction, higher productivity and reduced costs.

Features

• Agent Productivity Tools, Omni Channel Engagement (Dynamics365, D365), Power Platform
• Contextual Customer Identification, Real-Time Notification, Online, Post, Phone, Text, E-Mail
• Integrated Communication, Knowledge Base, Search, Case Creation, Twitter, Web Interface
• Artificial Intelligence (AI) Chatbot, Instagram, Document Storage, Audit Log, Facebook
• Customer Services Team, Housing Association Resident, Citizen, Business Process, Workflow
• Classify, Collate, Prioritise and Allocate, Integration: Microsoft 365, Office 365
• Customisation Configuration: Power Apps; PowerApps, Power Automate, Power BI, PowerBI
• Canvas Apps, Model Driven Apps, Common Data Service, Case Resolution
• Access Artificial Intelligence, Virtual Assistant, Power Virtual Agents, Data, Modules
• Sales, Customer Service Enterprise, Field Service, Marketing, Classification Automation, SharePoint

Benefits

• ITIL Service Management Processes, Tools, Support Via a Service Desk
• Full Support, Discovery, User Research, Design, Develop, Delivery, Build, Live
• Ensure Compliance: GDS Service Standard and Technology Code Of Practice
• Build Using Agile, Iterative, Devops, Open Standards and User-Centred Methods
• Azure AD, Customer Insights, Sentiment Analysis, NCSC Cloud Security Principles
• Deploy Multi-Channel, Multi-Device Including Mobiles and Tablets, Web Dashboards, Dataverse
• Microsoft Partner, Integration with Finance, EDRM, With SC Clearance, Audit
• Create A Better Customer Engagement Through Digital Service Delivery, Auditing
• Customer Relationship Management, Case Management, Real-Time Reporting, KPI Dashboard, .NET
• Planning, Setup, Migration, Quality Assurance, Performance Testing, Test, Cyber Security

£375 to £995 a unit a day

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 digitalmarketplace@ceox.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

996547353332078

Contact

Gavin Harte
0333 987 4495
digitalmarketplace@ceox.co.uk

Planning

• Planning service: Yes
• How the planning service works: Ceox provides cloud planning services as part of our Research, Design, Deliver, Optimise approach. During the Research phase we will undertake user research and workshops to better understand the current infrastructure and desired outcomes. As part of this we can run cloud awareness sessions to better help organisations understand the potential of the cloud and the options open to them. During the Design phase we will use our Cloud Architects to design the end solution and then provide a realistic plan of how to get from the current state to the desired cloud architecture.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Ceox provides a number of training options. We can provide basic Cloud awareness training for organisations seeking to understand more about the options in the marketplace.; For delivered solutions we can provide a train the trainer approach where we run a course for influential individuals within the organisation so they can train all the other users.; For organisations wanting a full end to end training solution we can deliver classroom based sessions followed by regular floor walking to ensure everyone in the team feels comfortable with the new software.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Ceox has a four step approach to helping organisations move to the cloud: Research, Design, Deliver, Optimise. In the Research phase we will seek to understand the existing infrastructure and software estate. In Design, we use our expert knowledge of Cloud services to design the new architecture. In Deliver, we implement the solution and in Optimise we implement a continual improvement process in order to ensure organisations are always making the most of the Cloud.; Setup and migration of Cloud services is undertaken as part of the Deliver phase where we use an experienced team to deliver the cloud solution.
• 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: Ceox can provide automated and manual services to assist organisations do quality assurance and performance testing. We have a number of toolsets which can provide platform agnostic performance testing and help simulate real loads on cloud environments. In addition we can undertake quality assurance to ensure that any new cloud solution meets the requirements of the organisation.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design

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: Ceox's support services are built around the ITIL practices for Service Operation whilst making best use of DevOps tooling to provide quick reliable releases. Ceox provides a service desk which enables designated individuals within an organisation to raise incidents. Each incident is assigned a severity when it is received based upon the impact for users and resolved in the defined timescales.; Each organisation is assigned a dedicated Service Delivery Manager who acts as an escalation point should the need arise. In addition, Ceox provide a monthly service management report which gives details on the level of service provided.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support Incidents are classified under one of four levels depending on severity: ; Level 1: Critical, ; Level 2: Major, ; Level 3: Significant, ; Level 4: Minor. ; ; The levels have the following response and resolve times: ; Level 1: 1 hour respond, 4 hours resolve; ; Level 2: 4 hours respond, 8 hours resolve; ; Level 3: 1 day respond, 3 days resolve; ; Level 4: 2 days respond, 5 days resolve. ; ; Ceox service desk runs during standard UK office hours 08:30 - 18:00 hrs (Monday to Friday excluding Bank Holidays) with 24x7 available at extra cost.
• 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: Ceox can tailor support levels and costs to an organisation depending on requirements. We assign a named Service Delivery Manager for each customer. By default, incidents are assigned one of four levels depending on severity: Level 1: Critical - The reported problem causes a halt to core business processes and no work-around is available. Level 2: Major - The reported problem causes degradation to core business processes and no reasonable work-around exists Level 3: Significant - The reported problem impacts operational environment but does not affect core business processes. A work-around is available. Level 4: Minor - A non-critical problem is causing some disruption but with little or no impact to our business operations. The levels have the following response and resolve times: Level 1: 1 hour respond, 4 hours resolve; Level 2: 4 hours respond, 8 hours resolve; Level 3: 1 day respond, 3 days resolve; Level 4: 2 days respond, 5 days resolve.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 03/12/2022
• What the ISO/IEC 27001 doesn’t cover: The certification covers the scope of the Microsoft Dynamics 365 cloud service.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 25/03/2022
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: The certification covers the scope of the Microsoft Dynamics 365 cloud service.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc
• PCI DSS accreditation date: 26/03/2019
• What the PCI DSS doesn’t cover: The certification covers the scope of the Microsoft Dynamics 365 cloud service.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  Fighting Climate Change is a key value for Ceox, and a key element of the Social Value themes outlined in PPN 06/20. Our commitment to Fighting Climate Change is demonstrated by our stated objective of maintaining Net Zero. We are committed to maintaining Net Zero emissions and have expanded our measurement to include Scope 1 and 2 and have put in place measuring and offsetting for scope 3 emissions.; At Ceox we monitor and assess our emissions based on historic baselines going back to when we were founded. These provide a record of the greenhouse gases that Ceox produced along with the offsetting we put in place to achieve Net Zero.; For 2022 our aim is to maintain our Scope 1 & 2 emissions at Net Zero whilst continuing to offset all our Scope 3 emissions and put in place better measuring so that more sources such as Homeworking, Employee Commuting, Purchases of equipment are included within our Scope 3 measurements.; With our 2021 total CO2 production at 0.6 tCO2e we have put in place ambitious targets for tree planting initiatives that offsets our carbon production by 4x our measurements and beyond this we will be seeking to switch to true carbon capture technology which permanently removes CO2 from the atmosphere.; Fighting Climate Change and our supporting Carbon Reduction Plan has been completed in accordance with PPN 06/21 and our Senior Management Team are fully committed to raising our teams awareness of this critical issue and embedding processes to Fight Climate Change and reduce emissions with our ways of working.
• Equal opportunity:

  Equal opportunity

  Equal Opportunities for all is a key value for Ceox as well as being a legal requirement and one of the Social Value themes outlined in PPN 06/20. We aim to treat all individuals fairly with regards to recruitment, training, promotion and renumiration amongst others.; As an equal opportunity employer alll aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or any other status protected under law.; The Senior Management Team at Ceox are fully committed to supporting the Social Themes outlined in PPN 06/20 and in particular raising our team’s awareness of Equal Opportunities. Clear procedures are defined and KPI’s monitored monthly to support embedding processes that ensure the Equal Opportunities Policy is upheld.

Pricing

• Price: £375 to £995 a unit a day
• 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 digitalmarketplace@ceox.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.