IBM United Kingdom Ltd

IBM iX Contact Centre Transformation

Our vision is delivering the contact centre of the future: an experience-led, AI-driven, cloud-enabled operation that delights customers whilst reducing cost-to-serve and reliance on legacy technology.
This offering covers all contact functions including CRM, WFM, CTO, quality and case management leveraging products such as Genesys, Salesforce, Verint, Avaya, and Salesforce.


  • 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
  • Implementing across the ecosystem including integration with call recording capabilities
  • Integrating digital processes into existing systems including PCI integrations support


  • Ability to leverage both global expertise and UK specific expertise
  • Proven experience of deploying contact centre within complex architectures
  • Designing Omnichannel Contact Centre Reference Architecture
  • Make effective use of cloud technologies for contact centres
  • Improve first contact resolution, addressing customer’s needs at first instance
  • Shift from first call resolution to first contact resolution
  • Transforming employee experience by providing single customer view across systems
  • Reduction in Cost to Serve through customer contact reinvention
  • Service provision across multiple nodes including On/Off-site, nearshore and offshore
  • Flexibility of a T&M resource augmented or fixed price/outcome contract


£455 a person a day

Service documents

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G-Cloud 12

Service ID

8 4 7 8 8 6 3 5 5 2 8 1 8 0 5


IBM United Kingdom Ltd Anne-Marie Wheeler
Telephone: Please email


Planning service
How the planning service works
IBM iX is named a Leader in Gartner’s 2020 Magic Quadrant on CRM and CX. Our delivery method is a combination of IBM Design Thinking with agile and scrum, tailored to align with the Government Service Design Manual and the Digital by Default Service Standard which we have delivered at various public sector clients.

Our approach is modular focusing on the below verticals underpinned by change management, training and governance.

Experience Strategy and Design:
Defines a future experience vision, breaks down the implications into capabilities, target operating model, road map and business case. Creates intuitive, beautiful experiences based on citizen and consumer insights to create proof of concepts bringing to life the strategic vision.

Adaptive and learning interactions:
Brings the power of cognitive to customer services engagement – enabling ever-more-personalised experience for citizens, and genuine one-to-one government engagement.

Technology evaluation:
Explore solutions focused on a set of Business Capabilities rather than a set of technologies. Using our Omni-channel Contact Centre Reference Architecture, we defined the business capabilities necessary to deliver the ‘To-Be’ experience underpinned by the appropriate technology.

Cross-Channel and Data-Driven Interactions:
Delivers interactions with citizens that are personalised and driven by data insight ensuring interactions are engaging and meaningful.
Planning service works with specific services


Training service provided
How the training service works
Our training is developed collaboratively with buyer. Training planning starts with the Training Needs Analysis (TNA). The TNA assesses the target audience and their training requirements to identify what training is required and how it should be delivered. This will be tempered with the application of real-world constraints and IBM’s knowledge of conducting TNAs and delivering successful training and business change. The key features of our training approach are: Ease of use is built into the design of the user interfaces; We use a blended learning approach that combines a mix of online self-study, webinars and classroom training tailored to different staff groups, training needs, learning styles and geographical locations; A recognition of the need to deliver training at the key stages of the programme, whilst minimising time away from the business; A focus on providing users with the materials and ability to conduct training in their own time in their own location; A ‘train the trainer’ approach to enable the buyer to train users who do require face to face training and Feedback processes to measure the take-up and effectiveness of training, with fast and flexible mechanisms to update training materials and training delivery mechanisms.
Training is tied to specific services

Setup and migration

Setup or migration service available
How the setup or migration service works
This service covers the Contact Centre transformation services. We will plan and define with the client the targeted infrastructure (cloud and on-prem as needed), both for development and for latter operational phases. During the early phases of the engagement, a DevOps capability will be established and a cloud strategy defined and adopted. The migration to the new cloud-based platforms would then start during the development sprints (if delivery is Agile) and evolve to the production environments.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
Our standard approach to delivering a contact centre solution would be to deliver and test iteratively using an Agile delivery approach so that validation of requirements and assurance of testing are built in to the delivery lifecycle. 
We can and have for a number of clients also performed "at scale" testing to ensure that deployed services will work at the peaks of service expected in full usage. We will work with each client to define both a testing approach and a scaling solution that can meet difficult performance criteria.

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
  • Other
Other security services
  • Managed Security Services - SOC
  • Security Intelligence Services
  • Cloud Security Services
  • Data and Application Services
  • Identity and Access Management Services
  • Infrastructure & Endpoint Security Services
  • Security e-Learning Services
Certified security testers
Security testing certifications
  • Tigerscheme
  • Cyber Scheme
  • Other
Other security testing certifications
Cyber Essentials Plus accredited

Ongoing support

Ongoing support service
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
IBM offers a range of service levels depending on the specific service or system that is implemented and its criticality.

Service scope

Service constraints
This service is focused on the design and deployment of contact centre solution and associated software across the full breadth of the components. Including CRM, WFM, CTO, quality and case management

User support

Email or online ticketing support
Phone support
Web chat support
Support levels


Supplier type
Not a reseller

Staff security

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


£455 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.