Mission Labs Limited

Cloud Contact Centre - Planning, Implementation & Support (of Amazon Connect)

We specialise in the seamless migration of enterprise contact centres to the cloud, helping to reduce contact, improve efficiency and reduce operating costs.

We are Amazon Connect specialists and our service covers planning, implementation and support of Amazon Connect.

Features

  • Certified Amazon Connect and AWS Partner
  • Existing architecture analysis and review
  • Customer journey mapping
  • Cloud planning and migration
  • Integration considerations with existing systems
  • Voice application design and implementation
  • Multi-channel contact experiences (Voice, Chat, Email and Social)
  • Multi-lingual contact experiences
  • Cloud Support & Testing services
  • Cloud Innovation (Bots, AI, Machine Learning)

Benefits

  • Reduced costs versus traditional on-premise solutions
  • Improved business efficiencies
  • Fast and secure implementation
  • Fully managed
  • Scalable and elastic
  • Reliable on AWS-proven infrastructure
  • Open platform easy to integrate with other systems
  • Automation of customer experiences
  • Improved human agent moral and efficiencies
  • UK based supplier and Amazon Partner

Pricing

£500 to £1,500 a person a day

  • Education pricing available

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

Framework

G-Cloud 12

Service ID

8 7 8 2 8 3 3 2 0 1 4 7 0 0 2

Contact

Mission Labs Limited Commercial Team
Telephone: 03330505050
Email: info@missionlabs.co.uk

Planning

Planning service
Yes
How the planning service works
Our approach to planning will help you through your journey in implementing Amazon Connect.

Our planning service covers:

- Systems: we will review existing systems, technology, tools, data flows and understand what current challenges may exist with contact centre agents.

- People: we will work with the key people involved in the current and future success of the contact centre to ensure that all skills, capabilities and team structures/tasks are understood to ensure successful project delivery.

- Process: we will define the step-by-step processes and detail how can can drive business savings, efficiencies and/or results.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Amazon Connect
  • Amazon Lex
  • Amazon Polly
  • Amazon Transcribe
  • Amazon Comprehend
  • AWS services integrated with the above

Training

Training service provided
Yes
How the training service works
We can provide experienced and specialist staff to provide you with the training required to operate the service delivered.

This can cover:

- Management training
- Agent training
- Other training identified and agreed
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We understand that most businesses typically already have some sort of on-site traditional contact centre service or platform in place.

We will work with you to operate a new Cloud service (often in Beta) alongside existing systems before we then execute an agreed plan to fully migrate existing systems, integrations and agent tools across to the new service being provided.

A full go live strategy will be approved to encompass everything agreed during the Planning phases.

Our migration process follows Amazon best practice, along with our own experience.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Amazon Connect
  • Amazon Lex
  • Amazon Polly
  • Amazon Transcribe
  • Amazon Comprehend
  • AWS services integrated with the above

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We can provide full Quality Assurance and Performing Testing as part of the service being provided.

This typically involves a set of testing, QA and other such measures agreed against customer requirements.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • 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
We will provide a fully documented support service covering an agreed managed service.
This will typically define who is responsible for the support process covering 1st, 2nd, 3rd line support.
SLA's can be provided against these requirements accordingly.

Service scope

Service constraints
Support is provided as a remote service rather than an on-site service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We aim to respond as quickly as possible, typically within 60 mins for normal queries. This is operated Monday-Friday unless otherwise agreed.
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
Support is provided based on standard P1, P2, P3, P4 classifications.

Support channels provided include phone and online ticket portal / email.

Service Level Agreements (SLA) will be agreed with the customer as part of the planning and migration stages.

Costs for this will be determined at this stage.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Amazon Connect and associated AWS services

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£500 to £1,500 a person a day
Discount for educational organisations
Yes

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