Deloitte LLP

Digital Contact Centre and Service Centre Design and Optimisation

Deloitte assists buyers designing contact centre and digital service centre operations in line with a cloud and digital strategy. We support the selection, planning and delivery of cloud services for contact centre functions including: CRM, WFM, CTI, quality management and case management. Products include Salesforce, Verint, Oracle, SAP, Avaya, Genesys.


  • Capability review, maturity assessment, benchmarking and gap analysis
  • Analysis of customer journey and all customer touch points
  • High-level and detailed organisation design
  • Customer / contact segmentation and cost-to-serve analytics
  • Demand reduction and channel shift methods and strategies
  • Workforce management (WFM) processes and tools
  • Development of capability for outsourcing / outsourced contact centres
  • Contact centre & Service Centre cloud technology analysis and planning


  • Make effective use of cloud technologies for contact centres
  • Holistic design of front office and back office operations
  • Optimise total cost of ownership (TCO) of solutions
  • Reduce transformation risk with high quality planning and analysis
  • Design integration from cloud platforms to legacy systems of record


£350 a person a day

Service documents

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G-Cloud 12

Service ID

1 9 4 9 7 9 3 4 9 6 2 5 1 2 3


Deloitte LLP Donna Farrell
Telephone: 0207 303 0913


Planning service
How the planning service works
Our overarching method helps buyers plan delivery of cloud services for contact and service centres by bringing together perspectives on organisation design, process design, technology and other related factors into a single framework. We help buyers align key elements of design with each other. Our planning service addresses elements such as:
• Organisation: including the roles and responsibilities, accountabilities, structures, the number of FTE needed for specific teams and activities, spans of control and layers, the links to governance structures and processes.
• Process: this defines both the high-level process architecture and detailed step-by-step processes. Reducing hand-offs and rework is of particular importance for the telephony channel, where cost -to-serve is high.
• People: this articulates the skills and capabilities required, desired behaviours and ways of working and, importantly, the overarching culture needed for successful execution.
• Technology: the contact centre cloud telephony, cloud CRM technology and data needed to support effectiveness of frontline staff who deliver service via telephone, email, web-chat and other digital channels.
Planning service works with specific services


Training service provided
How the training service works
We provide coaching and training for buyer staff adopting contact centre and service centre cloud services, including: * cloud technology training; * agile delivery methods; * operating model and operations design; * cloud architecture; * cloud platform configuration and usage.
Training is tied to specific services

Setup and migration

Setup or migration service available

Quality assurance and performance testing

Quality assurance and performance testing service

Security testing

Security services
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Security testing certifications
  • Other
Other security testing certifications
  • CREST Certified Simulated Attack Manager (CCSAM)
  • CREST Certified Simulated Attack Specialist (CCSAS)
  • CREST Certified Tester (CCT) (APP)
  • CREST Certified Tester (CCT) (INF)
  • CREST Practitioner Security Analyst (CPSA)
  • CREST Registered Tester (CRT)
  • Offensive Security Certified Expert (OCSE)
  • Offensive Security Certified Professional (OSCP)

Ongoing support

Ongoing support service

Service scope

Service constraints
This service is designed for buyers adopting cloud technologies as part of a contact centre and/or service centre transformation. This often entails changes to products, services, organisation structures and budgets as well as to technology architectures. As a result it relies upon executive sponsorship and appropriate governance for wide-reaching business change.

User support

Email or online ticketing support
Phone support
Web chat support
Support levels
We provide dedicated support from a project team, led by a Lead Engagement Partner who is accountable for the delivery of our service. This support is part of our service, and is provided throughout the duration of our service provision. It is typically available during working hours (Monday to Friday) but, with agreement, we can provide service and support for critical deadlines outside these hours.


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)


£350 a person a day
Discount for educational organisations

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.