TTEC (UK) SOLUTIONS LIMITED

Amazon-Connect-Consulting-Configuration-Optimisation

VoiceFoundry is an Advanced Amazon Web Services (AWS) Consulting Partner specialising in Amazon Connect, Amazon's cloud contact centre offering. Working alongside clients to design and implement the best solution to fit their technological and budgetary requirements, we leverage a wide range of AWS Services to enhance agent and customer experience.

Features

  • Migration of existing contact centre to AWS cloud.
  • Natural language understanding bots for voice and chat.
  • CRM integration with AWS.
  • Omnichannel agent desktop.
  • Customer journey development.
  • Multiple language support for customers.
  • Secure IVR solutions for PCI DSS compliance.
  • Agent desktop enhancements.
  • Enhanced reporting solutions.
  • Training and development to accelerate platform adoption.

Benefits

  • Articulate the benefits of cloud adoption to stakeholders.
  • Largely consumption based pricing ensures optimal cost benefits.
  • Provides valuable insights into customer and agent behaviours.
  • Identifies and prioritises IT blockers and enablers to support planning.
  • Identifies and prioritises IT blockers and enablers to support planning.
  • Provides a rapid and economic validation of the expected outcomes.
  • Provides the clear route from pilot to full scale implementation.
  • Ensures benefits are measured and delivered.
  • Increases success through greater user engagement and adoption.
  • Provides the training required to continuously improve the service.

Pricing

£200 a person an hour

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 wayne.kay@ttec.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 1 2 9 4 1 7 2 9 4 6 7 8 8 1

Contact

TTEC (UK) SOLUTIONS LIMITED Wayne Kay
Telephone: 07967305068
Email: wayne.kay@ttec.com

Planning

Planning service
Yes
How the planning service works
VoiceFoundry (A TTEC Company) are experienced in planning migration and implementation projects based upon customer provided deadlines. The Project Management team can work using Waterfall, Agile or hybrid methodologies to ensure go-live dates. We are also experienced in dealing with a wide variety of vendors that customers use as part of their IT estate to maximise the potential of cloud adoption.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Amazon Web Services (AWS)
  • Amazon Connect

Training

Training service provided
Yes
How the training service works
Our training accelerator provides roll out implementation support and includes expert project management. A key component of the approach is to measure and track the impact on the key performance indicators. Included in the approach is a change management plan and execution to provide stakeholder communication and drive end-user change adoption as well as the development and execution of a Training plan development and content creation and delivery.
Training is tied to specific services
Yes
Services the training service works with
Amazon Web Services (AWS)

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
VoiceFoundry have a wealth of experience in dealing with clients across the sectors and of all sizes. We work with them to understand the As-Is and To-Be states then engage with the relevant teams to arrange, for example, onboarding, the appropriate level of access to systems. Often this can require liaising with other suppliers and vendors to ensure customers take full benefit of systems and services already procured.
Setup or migration service is for specific cloud services
Yes
List of supported services
Amazon Web Services (AWS)

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
There are no Service Constraints for a Consulting exercise beyond the need to have the relevant people and information available to conduct the exercise. VoiceFoundry will work with you to define all necessary information during the scoping of the requirement and these needs will be identified in the appropriate Scope of Works.

Service scope

Service constraints
There are no Service Constraints for a Consulting exercise beyond the need to have the relevant people and information available to conduct the exercise. VoiceFoundry will work with you to define all necessary information during the scoping of the requirement and these needs will be identified in the appropriate Scope of Works.

User support

Email or online ticketing support
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Buyers can contact VoiceFoundry for Change requests, issue reporting, triage and Tier 1 incident management support with escalation to Amazon support.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Amazon Web Services (AWS)

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Pricing

Price
£200 a person an hour
Discount for educational organisations
No

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 wayne.kay@ttec.com. Tell them what format you need. It will help if you say what assistive technology you use.