GSN Cloud Contact Centre Partnership Datasheet

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1 GSN Cloud Contact Centre Partnership Datasheet Commercial in Reference: GSN Partnership Datasheet Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

2 Legal Notice The content of this document is proprietary information, and is the intellectual property of Global Speech Networks Pty Ltd (GSN), and must not be used in any manner without the prior approval of GSN. The GSN name and Trademark logo must not be removed from this document without the prior written permission of GSN. Should permission be granted, then it is mandatory that GSN must still be acknowledged as the author. This document is strictly Commercial in and must not be made available in any format to any organisation, group or individual, other than those identified in the covering letter. Global Speech Networks 2015 Document Identification Document name or identification GSN Cloud Contact Centre Partnership Datasheet Version number 1.1 Copy number Release Authority Release Name Universal All hardcopies are uncontrolled Max Lipovetsky Final Date of issue Change History The Release Authority approves this document for release. The approval process is traceable to an actual signature or . A version number is applied to the initial release issue of this document and to each released change thereafter. The version number of this document is incremented with each change and the entire document is reissued as tabulated below. The Release Names are, sequentially: Draft, Release, Approved, Revised. Version Action Amendment Issue Date Modified by (Name) 1.0 Initial Release 25/5/2009 Max Lipovetsky st Revision 30/01/2015 Steve Duke 2 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

3 Table of Contents Legal Notice 2 Document Identification 2 Change History 2 1. Introduction 4 2. Proactive Platform Management - 24x Continual Platform Upgrades 6 4. Technical Support Incident Management Process Incident Submission Processes Incident Impact Assessment & Prioritisation Incident Response Times Incident Resolver Groups Hours of Operation Operational Support Service Delivery Management Escalation Operational Improvement Review Integrated Change Control Operational Optimisation Consultant Non-Production Environment Developer Support 14 3 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

4 1. Introduction The purpose of this document is to provide clients (and potential clients) with a high level perspective of the approach, framework practices and systems that GSN has developed for establishing and maintaining the levels of solution availability required for service delivery. This document has been prepared specifically for use by: Business Owners Contact Centre Managers Contact Centre Operations Managers Service Delivery Managers Internal Help Desk Managers This document assumes the reader has reasonable familiarity with concepts in contact centre technology, Service Management, ITIL and support services GSN have developed a number of partnership services that are designed to augment and enhance the core Cloud Contact Centre service delivery. The following table provides an overview of the partnership services available and the Cloud Contact Centre editions in which they are supported: Service Foundation Edition Optimise Edition CX Edition Proactive Platform Management - 24 x 7 Continual Platform Upgrades Technical Support Standard Technical Support 24 x 7 Operational Support Service Management 6 Monthly Quarterly Monthly Operational Improvement Review Yearly 6 Monthly 4 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

5 Standard Change Control Integrated Change Control Operational Optimisation Consultant? Chargeable or included in price Non Production Environment O Developer Support O 2. Proactive Platform Management - 24x7 Proactive platform management incorporates both automated and human monitoring, alarming and management of the GSN Cloud Contact Centre platform. System management services incorporate the creation of a detailed checklist that is regularly applied across systems relevant to the Services, along with a program of human verification actions that are undertaken at pre-determined intervals. Issues identified through this process are then escalated through the Technical Support services. This provides a further layer of human verification of system parameters relevant to the Services. GSN operate a comprehensive monitoring and alarming platform that ensures that issues and potential problems are identified before they have a customer impact. Platform level monitoring generates alerts and alarms to indicate varying levels of service failure. Critical alarms indicate failures that are acutely service impacting, whilst other severities of alarm can indicate imminent or potential faults, as well issues affecting small numbers of callers. The monitoring platform raises support requests in an automated fashion ensuring that they are treated with the same ITIL aligned processes as customer raised support requests. GSN monitoring and alarming management addresses all hardware, operating system, databases and telephony components. 5 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

6 3. Continual Platform Upgrades A key advantage of choosing a Cloud solution is that the underlying hardware and software are upgraded on a continuous basis, to ensure that your contact centre technology is always current. With many years experience in this area, we know that change can introduce unforeseen problems and consequently we carefully manage this process to ensure that there is minimal negative impact for customer operations. Our standard approach is to thoroughly test all new hardware and software released for general availability for twelve months in our lab environment with a selected rollout to customers, on a needs basis. During this time we carefully monitor any support tickets raised and where appropriate any escalations to external resolver groups. With the full knowledge of any known issues and possible impacts on our installed customer base we advise our customers of the availability of the software and determine whether the upgrade will be beneficial. Full project management and change management processes are followed for upgrades and include extensive testing and release management processes to minimise risk. Communication to each customer about benefits and impacts as well as the migration process occurs well in advance (up to 6 months) of changes and feedback from customers is requested. For customers with the Change Control Integration option the required processes are rigorously followed. During the cutover process our engineering team and project management ensure customers are fully informed. 6 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

7 4. Technical Support GSN Technical Support provides the essential incident management processes required, to ensure effective solution operation by following the ITIL standard 4.1 Incident Management Process The Incident Management Process follow the following process. 4.2 Incident Submission Processes The GSN Service Desk will be the point of engagement for service requests. The GSN Service Desk will be engaged as shown below: GSN receives support requests from a central customer service desk or support coordinator, who receives all of the customer s internal incident calls. GSN enable 7 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

8 the internal customer service desk to support users and triage escalation requests by providing training and support materials. Support requests may be lodged utilising the GSN Incident Management Portal, or Phone as shown below: Criticality IM Portal Phone Critical Severe Urgent Important No Customer Impact MAC Change Request 4.3 Incident Impact Assessment & Prioritisation GSN categorises technical support requests according to the following schedule: Severity Level Service Impact Critical All Customers are unable to complete their intended Interaction with the Client Severe More than 50% of Customers are unable to complete their intended Interaction with the Client; OR more than 50% of agents are unable to service the Client s Interactions. Urgent More than 10% of Customers are unable to complete their intended Interaction with the Client; OR more than 10% of agents are unable to service the Client s Interactions. 8 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

9 Important Some Customers are unable to complete their intended Interaction with the Client; OR some agents are unable to service the Client s Interactions. No Customer Impact No immediate Customers or agent impact or a non-real time system is affected. MAC A minor administrative change is required to the configuration of the system Change Request A full Variation is required to complete the works Operational Support General business user support Operational Support - Priority Business user support request with priority 4.4 Incident Response Times The GSN Service Desk maintains target response times in accordance with the severity of the issue according to the following table: Classification Response Target Updates to Client Critical 15 minutes 15 minutes Severe 30 minutes 30 minutes Urgent 30 minutes 1 hour Important 2 hours Daily No Customer impact 24 hours Daily MAC 48 hours N/A Change Request 5 days N/A 9 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

10 4.5 Incident Resolver Groups The customer service desk will resolve many issues themselves, but those issues that require vendor support will be escalated to the GSN Service Desk. GSN will in turn direct incidents as required, through to GSN Level 2 or Level 3 engineers. On some occasions GSN will require support from our product vendor including Genesys, in those cases GSN will escalate and manage these escalations and incident tickets with Genesys. GSN has the appropriate support relationships and management processes for 24 x 7 support from Genesys and we have a long track record of working collaboratively together. 4.6 Hours of Operation The GSN Service Desk is available to handle customer enquiries at the following times. Outside of these hours enquiries can still be lodged via and will be attended to at the first possible opportunity Service 8am 8pm Monday to Friday 24 x 7 Weekends Australian Federal Public Holidays Technical Support Standard Technical Support 24 x7 (Critical/Severe) 10 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

11 Operational Support Developer Support 5. Operational Support GSN Operational Support provides support services to operational end users. Unlike traditional service desk functions this service is not aimed at incidents and faults but is designed to provide operational users such as System Administrators, Dialler Managers, Team Leaders, Quality Managers and provisioning staff with: Assistance, know-how and best practices in configuration, provisioning and administrative use of the GSN Cloud Contact Centre. Specific knowledge and best practices in utilising tools with large nonagent user interfaces such as Workforce Management, Outbound Dialler, Speech Analytics and Queue Callback. An ability to identify knowledge gaps within operational users for training opportunities. 6. Service Delivery Management GSN s Service Delivery Management process has been designed to augment both the core Cloud Contact Centre service and the ancillary partnership services. Service Delivery Management includes accountability for internal management and escalation of incidents and problems as well overall management and accountability for all partnership services. Regular Service Delivery Management meetings are held in accordance with the following table: Foundation Edition Optimise Edition CX Edition Frequency of Service Delivery Management Meetings 6 Monthly Quarterly Monthly 11 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

12 Typical Service Delivery meetings incorporate the following agenda: Review of all operational metrics including availability Review of all incidents with response targets and root causes Review of all problems with action plans and current statuses Review of any escalated problems with 3 rd Parties Platforms & Systems update Customer Feedback Request 6.1 Escalation GSN s leadership is always available for escalation in terms of incidents and service delivery management. Role Name Phone Number Service Delivery Manager Jackie Douthie Chief Operations Officer Jonathan Cross Chief Executive Officer Max Lipovetsky Operational Improvement Review GSN has maintained a philosophy of Continuous Improvement as a means of way of adding value to customer solutions. This has proven to be a strong foundation for relationship development and long term partnering. The Operational Improvement Reviews are a formal mechanism for taking an objective view of both customer and GSN operations in order to examine key areas of success, as well as opportunities for improvement. Our approach is consultative and seeks to assist customers with a methodology based on a Capability Maturity Model, to adapt technology, to develop competency and then to advance to new technology stages so that the greatest value is realised from the investment. Our approach is to ensure that customers do 12 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

13 get the best from their investments, to achieve the functional requirements as designed and not to over-reach financially for under-exploited capabilities. The Operational Improvement Review follows a structured process that: Reviews solution operational outcomes against original business cases Reviews projects and changes to identify engagement improvement opportunities Reviews contact centre benchmarks against industry standards to identify outliers and opportunities Performs a capability maturity assessment Reviews incidents within Technical Support services and identifies longer term trends Interviews key stakeholders at a number of levels to identify challenges and opportunities Develops a longer term technology capability roadmap 8. Integrated Change Control Integrated Change Control provides for an optimised operational process that integrates GSN and customer change control processes. This ensures that: GSN is a reviewer and approver in customer side change that may have an impact on the operation of the GSN Cloud Contact Centre GSN actively participates in customer side change mitigation processes such as making resources available during the change implementation period. The customer is an active participant in GSN change control processes that may impact on the customer s operational environment. 9. Operational Optimisation Consultant GSN provides extensive contact centre operational consulting capability. GSN operational consultants maintain the following areas of focus: Customer Experience Analysis & Design Contact Centre productivity analysis and improvement 13 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

14 Process design and improvement Learning & Development Building high performance cultures NPS & Building customer centric cultures Technology & Integration 10. Non-Production Environment The GSN Cloud Contact Centre includes a customer specific non-production environment that is used by GSN and the customer for: Update and patch testing for customer specific configurations Customer specific configuration testing Development and testing of new routing strategies, IVRs and customer experiences Development by customer s that do their own integration development. 11. Developer Support GSN Developer Support provides support services to engineering and development end users. Unlike traditional service desk functions this service is not aimed at incidents and faults but is designed to provide technical and development users such as Software Developers, Test Analysts, Project Managers, Telephony Engineers and Network Engineers and provisioning staff with: Assistance and support for custom developments utilising Genesys or GSN APIs. Assistance and support for custom integrations 14 GSN Cloud Contact Centre Partnership Datasheet Global Speech Networks Commercial in

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