CW Squared Ltd

Contact Centre as a Service (CCaaS) Integration and Delivery

Systems integration and delivery of omnichannel cloud contact centre services including Unified Communications, Conversational AI, Intelligent Virtual Agents IVA (Messaging/Voice) and Communications Platform as a Service (CPaaS). We are customer experience experts delivering meaningful outcomes through next-generation cloud communications services.

Features

  • Agile delivery of cloud communication services (voice/email/chat/IM/social media)
  • Integration with industry-leading CRM systems including Salesforce, Oracle, MS Dynamics
  • IVR managed service in English and Welsh
  • Business analysis, design, build, test, deploy and run capabilities
  • User research, customer experience and UX design
  • Agile software/feature development to augment CCaaS services
  • Delivery management and solution architecture services
  • Google DialogFlow, Amazon Lex, IBM Watson integration
  • Innovation Hub for Citizen Engagement CX services
  • Conversational AI, Intelligent Virtual Agents(IVA), Social Messaging, WhatsApp, Chatbots

Benefits

  • Reduced time to market due to rapid delivery model
  • Rapid prototyping phase leads to early finalization of requirements
  • Eliminates requirement to secure professional voice talent
  • Proven ability to deliver at scale reduces customer risk
  • Integrated digital platform including CX analytics allows deep customer insight
  • GDS-approved design patterns and prototypes enables early business buy-in
  • Proven, scalable operational model: 3 million conversations completed to date
  • Industry leading CCaaS/UCaaS and CRM delivers best in class experience
  • Compliance with requirements of PCI DSS

Pricing

£425 a person a day

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 public.sector@cw-squared.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 8 7 9 7 8 2 7 1 3 4 5 8 3 1

Contact

CW Squared Ltd Public Sector team
Telephone: 020 7167 4349
Email: public.sector@cw-squared.co.uk

Planning

Planning service
Yes
How the planning service works
CW Squared follow the SAFe methodology and will kick off the engagement with a PI planning event followed by a series of discovery sprints. Working in conjunction with the customer's Product Owner our team will produce a strategic plan, a PI plan and a prioritised requirements backlog. We are able to blend waterfall (MSP, PRINCE2) methods with agile (SAFe, Scrum) and use the appropriate methods at all stages of the delivery lifecycle.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We are able to provide training for all products and services that we deliver. This can be at customers' premises or hosted at our offices. Train the trainer is our preferred approach but we can also offer end user training.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We have extensive experience in migrating contact centre implementations from on-premises to cloud using a phased delivery approach to minimize risk. We prepare a robust cutover plan, train the trainers and end users and ensure that we have appropriate on-site resource and escalation processes to ensure a smooth transition.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As part of our implementation services we quality assure and performance test our implementation, and support our customers in their own quality assurance and performance testing exercises. Our QA team has extensive experience in multiple telephony platforms and performance test tools as well as continuous integration.

Security testing

Security services
No

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 can provide a fully managed service for ongoing support of the virtual contact centre platform and its ancillary services (workforce management, PCI DSS compliant payment servicesl) as well as any CRM or Knowledge Management solutions delivered by ourselves.

Service scope

Service constraints
No

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Within 1 working day (9am to 5pm Mon-Fri)
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Support levels are usually bespoke to engagements. CW²'s basic support level is 9am-6pm Mon-Fri but can be ramped up to 24/7 based on the customer's requirements. A technical account manager will be appointed at the start of the contract and can assist the customer in defining the required support levels.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£425 a person a day
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 public.sector@cw-squared.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.