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Crown Commercial Services G-Cloud 12 Framework

TTEC EMEA has been approved to supply a comprehensive portfolio of managed cloud contact centre and consulting services on the Crown Commercial Services G-Cloud 12 framework. Our award-winning cloud contact centre and digital transformation solutions are now available on the Digital Marketplace.

 

Managed cloud contact centre and digital transformation consulting services

With digital transformation a top priority for both private and public sector, TTEC EMEA offers a unique blend of humanity and technology to serve the public with a digital-first approach. TTEC clients benefit from key strategic partnerships that provide a range of industry-leading digital and cloud contact centre solutions. The CCS G-Cloud 12 provides "public sector organisations a straightforward and compliant way to purchase cloud based services, such as hosting, software, and support," according to a Crown Commercial Services press release. The framework helps agencies to simplify the procurement process and give easier access to timely services and resources.

Learn about our comprehensive portfolio of managed
cloud contact centre and consulting services:
 
 
 
 
 
  • Contact Centre Transformation & Optimisation Accelerators
  • Humanify Connect Omnichannel Contact Centre Solution
  • Cisco Webex Contact Centre
  • Cisco Webex Contact Centre Enterprise
  • Conversational Messaging Platform
  • TTEC & Pegasystems Software, Consulting and Implementation Services
 

Contact Centre Transformation & Optimisation Accelerators

Development of Citizen and Customer Experience Vision and Strategy

TTEC provides a series of contact centre consulting accelerators that deliver faster and better citizen and customer experience outcomes with better operational performance. Ranging from digital transformation to operational optimisation, the accelerators are a rapid way to improve key performance metrics and are delivered using an agile delivery methodology. Utilise journey mapping, speech, and text analytics for benchmarking and to establish user intent, along with technology assessment and implementation planning. Other benefits include providing a strategic direction that aligns stakeholders, a clear route from pilot to full scale implementation, and training to continuously improve the service.

Learn more on the Digital Marketplace >>

 

Humanify Connect Omnichannel Contact Centre Solution

Enables seamless “follow the customer” Customer Experience across any channel.

Humanify Connect is a highly scalable, all-in-one cloud contact centre solution designed as a omnichannel interaction platform by supporting a single view of the customer. It's easy to use, has simplified deployment and gives you the agility for new channel migration on your timetable and according to your business needs. Our Omnichannel Contact Centre solution provides skills based routing, pre-built CRM integrations and real-time omnichannel dashboards and Historical reports. Other benefits include enhanced team lead productivity through supervisor dashboards, improved associate productivity by bringing all info to agent desktop, and simple tiered pricing with selectable add-ons for simplified billing.

Learn more on the Digital Marketplace >>

 

Cisco Webex Contact Centre

Flexible, Enterprise Scale: supporting
from 20 - 3000 concurrent agents

Cisco Webex® Contact Centre (Webex CC) is an omnichannel cloud contact centre solution that transforms the citizen experience and improves the ability of government entities to deliver on their mandate. As a cloud-based subscription, Webex Contact Centre enables rapid time to market and new revenue while minimising upfront capital investment. Meet security requirements with tenant isolation and meet complex contact centre needs with comprehensive, customisable, scalable cloud. Other benefits include the ability to optimise the customer experience with self-service IVR, Chat, AI, Bots, Web callback, as well as remote agent support for location independent working.

Learn more on the Digital Marketplace >>

 

Cisco Webex Contact Centre Enterprise

Flexible, Enterprise Scale: supporting
from 500 - 24,000+ concurrent agents

Cisco Webex® Contact Centre Enterprise (Webex CCE) provides a comprehensive, customisable, highly secure contact centre solution to meet the complex needs of public sector contact centres. Extensible via open APIs and add-on options, backed by Cisco's trusted security and support benefits, Webex CCE enables citizen-critical cloud contact centres. Other benefits include the ability to easily transition agents from on-site to remote or home locations, a customisable web-based desktop providing a single view of customer engagement, open architecture providing flexibility using new technologies, and the ability to meet complex security requirements with isolation of each instance.

Learn more on the Digital Marketplace >>

 

Conversational Messaging Platform

Lower average handle time and improved first contact resolution

TTEC’s Conversational Messaging Platform facilitates communication through multiple entry points to the brand (i.e. SMS, Web, Facebook, In-App, Apple Business Chat, Google RCS, and more) via a single Agent console providing both ease of use, security, scalability, reliability, and the operational metrics needed for an enterprise messaging platform. This highly configurable future proofed SaaS solution can provide FAQs answered using Artificial Intelligence (AI) bots along with skills based routing for seamless chat transition between chat bot and human agent. Other benefits include improved agent productivity up to 5X, over 30% IVR call deflection and the ability to enable citizen self-service to reduce call traffic.

Learn more on the Digital Marketplace >>

 

TTEC & Pegasystems Software, Consulting and Implementation Services

Optimise Customer Operation
& Back Office Processes

TTEC works on building industry centric solutions such as Smart Disputes, Smart Investigate, KYC/ALM, Pega Government Platform, Unified CRM, Marketing Outreach, Customer Lifecycle Management, Field Service, Case Management, Business Process Management, (A.I), Workforce Intelligence, Robotic Process & Desktop Automation (RPA & RDA), Next Best Action, and Omnichannel Customer Journey Orchestration. Best-in-class Process Automation helps reduce handle time and human errors, while increasing productivity and process compliance. Other benefits include maximised automation across silos, optimised end-to-end customer journeys, and the ability to unify and manage tasks with seamless integration across applications.

Learn more on the Digital Marketplace >>

 
 
 
 

Award winning
customer experience,
employee experience,
and contact centre
operations.

 

Most Effective Employee
Engagement Programme

for its
Culture CX initiative at the UK National Contact Centre Awards

Best Employee
Empowerment

at the European Customer Centricity Awards, for its network of contact centres across Europe

Best Contact Centre
at the European Customer Centricity Awards, for its network of contact centres across Europe

Outsourced Contact Centre
of the Year

at the 2019 European
Contact Centre & Customer Service Awards (ECCCSAs)

 

Accelerate your digital transformation with our managed cloud contact centre and consulting services