TTEC (UK) SOLUTIONS LIMITED

RealPlay-AI-Simulated-Learning-Solution

TTEC's role-playing RealPlay™ learning solution leverages Artificial Intelligence (AI) and machine learning technology to simulate real-world scenarios. Employees learn by completing the job and getting real-time feedback and coaching. The training is completely digital, on-demand and asynchronous, enhancing the learner experience while saving organisations time, money and improving citizen satisfaction.

Features

  • AI-powered engine provides asynchronous practice, consistent feedback, personalised coaching
  • On demand, self-paced training for contact centre and backoffice
  • Responsive game development and gamification
  • Real time Artificial Intelligence using context sensitive decisioning.
  • Realtime reporting and insights drive training effectiveness and informed decisions.
  • Sandbox that enables industry compliant systems practice
  • Recruit, onboard, and encourage continuous professional development
  • Evaluate and benchmark the most suitable candidates
  • "Voice recognition, machine learning technology, and data visualization "
  • Provide employees with continuous professional development.

Benefits

  • Make learning fast, engaging and effortless
  • Easy to implement, minimal upkeep, upskills employees quickly and effectively.
  • Simulates real-world scenarios for employees before taking live calls
  • 57% Reduction in employee onboarding time
  • 50% reduction in contact centre employee nesting
  • 75% increase in speed to proficiency
  • Train employees faster, and at lower costs
  • Drive real-world behaviour change with points, badges, rewards, status upgrades.
  • Quickly upskill employees in key competencies, new products and technology
  • Enhance employee engagement with real-time feedback and coaching

Pricing

£31 a unit a year

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 9 6 4 9 3 6 3 0 7 4 8 0 4 6

Contact

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

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
N/A
System requirements
  • Operating Systems: Microsoft Windows, Mac OS
  • Chrome browser (other browsers on roadmap)
  • 4 GB Installed RAM
  • 2 GB free physical memory
  • Minimum 4th generation Intel Core i3 or equivalent on PC
  • Minimum 1.6 GHz CPU on Mac
  • 1024 x 768 screen resolution
  • Computer audio

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email and web ticket support is available for inquiries and incidents classified as medium and low. Response is provided next business day (No response provided on weekends or holidays). Tickets classified as critical or high should be opened via telephone.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
No
Support levels
The buyer will be assigned a Remote Account Manager to provide:
• Single Point of Contact for Quality, Issue and Satisfaction Management.
• Service Communications.
• Quarterly Service Reports.
• Regular Scheduled Service Review Meetings.
• Client Site Visits (as agreed upon by TTEC and Client).
• Single Dedicated Point of Contact for Support Commercial Management.
24 x 7 x 365 incident management support is included. TTEC provides change management support for Changes to the service. Please see our SFIA rate card for Pricing details.
Support includes:
Incident management from initial report to issue closure for technical and application incidents reported by Client to TTEC for the supported Solutions;
Initial triage of such incidents to determine resolution path to the extent reasonably possible based on incident information provided by Client;
Coordination of support personnel as deemed necessary by Service Provider to address such incidents;
Reporting to Client on status of incidents during incident activity and as part of periodic summary reporting to Client on overall incident activity.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A virtual TTEC-led training session for Buyer's Business Owners is provided to teach users how to access the system, and become familiar with the features and the dashboard.
Service documentation
No
End-of-contract data extraction
N/A
End-of-contract process
When a Buyer chooses not to renew their RealPlay services contract, the off-boarding process is designed to ensure a cessation of services that minimizes risk and disruption to the Buyer’s services.
Buyer documentation archived, and ServiceNow ITSM account(s) are disabled.
Licensing and all other assets are retained by TTEC and redeployed to other Buyers. No Buyer data is retained.

Using the service

Web browser interface
Yes
Supported browsers
Chrome
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
RealPlay’s three components work cooperatively and seamlessly to prepare learners for success.
RealPlay BOT: AI-powered engine that provides asynchronous practice, consistent feedback and personalized coaching
RealPlay Sandbox: Responsive frontend and database that enables industry (HIPAA and PCI) compliant systems practice
RealPlay Dashboard: Operations-based, insights platform that provides KPI performance, including speed-to-proficiency
Accessibility standards
None or don’t know
Description of accessibility
Using commercially available screen reader 2019, Microsoft Accessibility Options (Filter keys and Display/Contrast settings), and standard keyboard.
Accessibility testing
N/A
API
No
Customisation available
No

Scaling

Independence of resources
TTEC ensures that adequate resources are allocated to your instance of RealPlay to ensure that usage by other tenants will not affect your service.

Analytics

Service usage metrics
Yes
Metrics types
The RealPlay real-time reporting dashboards and actionable insights provide metrics on user progress, KPI performance, and speed-to-proficiency.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
N/A
Data export formats
Other
Other data export formats
No data export available
Data import formats
Other
Other data import formats
No data upload available

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The service has a target platform availability of 99.9%.
Approach to resilience
Available upon request
Outage reporting
The TTEC Service Desk will communicate directly with any buyers experiencing an outage via phone or email and via our ServiceNow ITSM portal.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
The service employs auth0. There is a 2-factor option in auth0.
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • US HIPAA/HITECH regulations.
  • EU-U.S. and Swiss-U.S. Privacy Shield Frameworks

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
TTEC implements and maintains a comprehensive written information security program consistent with industry security standards such as NIST and PCI, as well as applicable laws and regulations including HIPAA and FISMA. TTEC also implements security controls that meets General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) via the Privacy Shield as a data transfer mechanism to the US.
Information security policies and processes
TTEC has an Information Security Technology Steering Committee, chaired by the Chief Information Security Officer (CISO). Its members include representation from the CISO, Information Technology, and Legal and Risk. TTEC implements and maintains a comprehensive written information security program consistent with industry security standards such as NIST and PCI, as well as applicable laws and regulations including HIPAA and FISMA. TTEC also implements security controls that meets General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) via the Privacy Shield as a data transfer mechanism to the US.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
TTEC employs an ITIL methodology in which we have a highly controlled change management process. System change windows are managed via a change control governance council that meets twice a week. Depending on the type of change, a change is operated based on a severity level as well as potential impact to the system. Notification of any changes that may have visibility to the end users are sent out with a minimum week notice.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Internal penetration testing is conducted as part of our standard security processes. The Patch and Vulnerability Management policy defines how vulnerability assessments are conducted and when patch maintenance windows are scheduled to address any identified vulnerabilities. Security patches are applied as need. Internal Vulnerability Management Testing is performed before the environment goes live, and on a quarterly basis through lifecycle.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
An Enterprise Security and Event Management (SIEM) system collects log data from the RealPlay Platform, and user activities and behaviours for real-time analysis of the log data and network flows to identify malicious activity so it can be stopped quickly to mitigate damage to the organization. The Data Protection & Privacy team coordinates the Data Incident Response Process and manages the enterprise-wide response to data-centric incidents.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
All incidents, whether detected by the Cloud's monitoring system or reported by users, are tracked in our ITSM tool, ServiceNow. This tool is available for authorised end users to create and track incidents. Incident tickets can also be created by email or telephone. The Management platform has the ability to correlate, self correct and resolve many errors without the need for an incident ticket creation. For incidents deemed Critical or High, incidents must be telephoned into the TTEC Global Service Centre. Incident status and resolution reports are made available in the ServiceNow tool and/or directly from your Account Manager.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£31 a unit a year
Discount for educational organisations
No
Free trial available
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.