Siemens Enterprise Communications Limited Siemens Cloud - Contact Centre Service Description
Contents Executive Summary Contact Centre 2 Commercial Overview 11 Service Management 16 Customer Responsibilities 22 Frequently Asked Questions 24 March 2013 Reliability Innovation Customer Service Page 1 of 28
1 Executive Summary Contact Centre The Siemens Cloud Contact Centre service (SCCC) is our flagship contact centre solution offering advanced Call Handling, Management Reporting, Interactive Voice Response (IVR), Computer Telephony Integration (CTI) and multimedia contact handling facilities. It enables the customer facing operations to drive greater first contact resolution of the customers enquiries by targeting each enquiry at the optimum skilled staff; equipping staff with enhanced desktop tools and empowering management with complete administration, monitoring and reporting tools. SCCC must be implemented in conjunction with our Cloud Telephony Solution enabling customers to deploy contact centre agents and managers anywhere on the LAN/WAN IP network, including home based users (via suitable IP connectivity). Siemens are able to offer a choice of service using three separate instances of the hosted solution defined under current protective marking schema, i.e. IL0, IL2 and IL3 Features and functions of the service are generally described within this document, however it should be noted that as a result of accreditation, certain functionality will be subject to the Pan Government Accreditor Highlights: Full multimedia skills based routing enabling first contact resolution across all organisation contact points, e.g. voice, email, SMS (via the SMS/Email gateway included in the solution), web chat/collaboration, callback and social media channels Complete management reporting real time, cumulative and historical reporting ensures optimum efficiency and key performance targets are achieved Pan-government accredited choice of IL0 assured, IL2 and IL3 UK Based 24/7 Secure Network Operations Centre (SNOC) and UK wide field engineers Reduce operating expenses no large capital outlay and linear pricing irrespective to number of users Scalable 1 to 2,800,000 licences (max 1,500 per group) Flexible ability to scale up and down in line with your business requirements and enable employees to access corporate communications from any location on any device Feature rich extensive functionality including multimedia, call blending, comprehensive reporting, integrated IVR, presence Further options for workforce management, quality monitoring, voice recording, outbound campaign management, back office integration, etc Siemens offers a full complement of professional services to assist in your deployment where required from initial design through implementation, project management and training. IP Readiness assessment, voice engineering, QoS setup, security accreditation and penetration testing are amongst the services offered in the Lot 4 Specialist Cloud Services within the G-Cloud III framework. March 2013 Reliability Innovation Customer Service Page 2 of 28
1 The Technology All contact centre agents, wherever located, can be monitored and managed as a single virtual contact centre by using the manager desktop application. This enables managers / supervisors to view contact centre activity and performance measures in real-time from any suitable network PC. Unique presence and collaboration tools will enable agents to interact with back office / specialist staff to enable them to resolve more customer issues on the first contact. In summary the key features include, but not limited to: Blended multimedia skills based routing and reporting: for voice, email, SMS (via the SMS/email gateway included in the solution), web chat/collaboration, callback and social media contacts Agent Desktop application: to streamline the handling of multimedia contacts and provide a range of productivity tools including directory integration, realtime ticker tape, presence/availability data, speed dials, templated responses for emails/chat sessions Manager desktop application: featuring a user friendly graphical design tool for administering call flows and extensive real-time, cumulative and historical reporting capabilities Call director integrated IVR facility: to provide enhanced call processing and treatment services including registering of callback requests, database lookups, tailored broadcast announcements Physical and/or virtual wallboards: for displaying real-time and cumulative statistics for the contact centre Highly scalable and redundant architecture: supporting up to 1500 agents per logical SCCC system with options for fully warm standby operation and multitenancy support Disability Discrimination Act (DDA): The agent and manager desktop applications are compatible with the JAWS software recommended by RNIB The Contact Centre service requires the Siemens Cloud Telephony Service to be purchased as a base platform Agent Desktop Each agent will be equipped with an Agent Desktop providing full control of their status and details of contacts. Information will be received via the ticker tape wallboard with performance bar showing the business unit's metrics. The intuitive agent desktop is blended for multi-channel interaction handling and can help improve customer service and call handling efficiency. The presence and collaboration tools extends the contact centre to back office experts, decision makers and knowledge workers across the enterprise, including remote locations contributing to first-contact resolution rates, while improving agent productivity and customer satisfaction. March 2013 Reliability Innovation Customer Service Page 3 of 28
1 Figure 1 - The diagram above shows the SCCC agent desktop which provides performance analysis, collaboration and presence capabilities to contact centre agents. The Agent Desktop will also allow the agents to handle inbound and outbound voice calls on screen thus enabling such features as conference, transfer, enquiry, hangup, presence of colleagues, and access to the corporate directory. Optionally, control media channels such as email, and social media such as Twitter, can be made available to agents via simple mouse clicks. The Agent Desktop environments are available in both thick and thin client versions and can be deployed in a Citrix environment. The Agent Desktop features include: An intuitive, blended desktop for multichannel contact handling Unique presence and collaboration tools to drive first contact resolution Convenient 'tear off and park' screen elements and toolbars Streaming real-time statistics and personal performance data A visual contacts waiting indicator for all channels Availability status and wrap-up reasons which can be reported on An icon mode display option to reduce screen footprint to a system tray icon In addition to the standard Agent Desktop application, Siemens is able to offer complete bespoke applications using the SCCC Software Developer s Kit (SDK). For more unique business needs the SDK facilitates complete integrations with other applications like in-house or 3rd party CRM applications, as well as fully customised application development. The SDK helps to reduce costs and to ensure rapid development of custom solutions for the contact centre by offering well documented and supported programming interfaces. Manager/Supervisor Desktop Managers and supervisors will be able to monitor real-time and historical activity, including: The broadcaster ticker tape (agent wallboard) Agent performance targets on the agent s screens Agent skills and capabilities, and ultimately call routing March 2013 Reliability Innovation Customer Service Page 4 of 28
1 Time of day announcements IVR prompt control The different centres available to a manager or supervisor will include: Administration centre agent administration Broadcaster centre ticker tape administration Report centre historical and real-time reports Design centre call routing control (figure 2 below) Figure 2 - The diagram above shows the SCCC manager desktop which enables contact centre management and administrative staff to actively manage call routing without the intervention of a third party. Call Routing Interactive Voice Response (IVR) SCCC provides a fully integrated IVR system - Call Director, to frontend incoming voice contacts. Call Director gathers caller requirements by prompting callers with interactive navigation menus. SCCC Call Director is a fully integrated self-service and transactional call processing platform. Managers can easily drag and- drop the following components into routing flows: Auto-attendant with navigation menu prompts Caller input digit collection Messages and greetings Estimated wait time or position in queue messages Dynamic, multi-format "numbers-to speech" playback March 2013 Reliability Innovation Customer Service Page 5 of 28
1 Call Director can be easily combined with other components in the call flow, for example to read from and write to external databases. This facilitates basic transactional or self-service applications that previously may have required a more complex and expensive external IVR integration as shown in the diagram below: Figure 3 - Call Director, a simple self service IVR scenario As Call Director is totally integrated into SCCC, reporting and statistics will track from initial entry right through to call completion to monitor the full customer experience. Through integration into the customer s backend systems, Call Director can interrogate databases to offer new appointments, cancellations and clinical trials providing a complete self service portal for customers/patients dramatically reducing the load on agents. Social Media SCCC Social Media solutions allow agents and managers to handle social media like any other channel. Key Features include: Social media listening platform based on keyword search. Analyse, categorise filter, and prioritise social media. Route relevant social media to agents using the multi-channel skills-based routing engine. Agents use their existing SCCC Agent Desktop to view and respond to social media. Managers use their existing SCCC manager desktop to manage social media in real-time and generate historical reports. For example, the Twitter integration solution incorporates real-time information from Twitter to help your agents monitor relevant customer communication to help deliver a better service. Tweets sent to your company account can be analysed based on keywords and/or hashtags and then routed to the most appropriate agent using SCCC s skills-based routing engine. The tweets are presented within the agent desktop screen and the interactions are monitored using standard monitoring and reporting tools. This can be taken a step further by monitoring general (unrestricted) Twitter traffic (the 'twittersphere' or 'twitterverse') with the help of a social media listening platform. This can allow tweets sent out from any account about your product or brand, with or without hashtags, to be captured, filtered, and routed to the contact centre for action. Social media interactions can be personalised even further by presenting agents with March 2013 Reliability Innovation Customer Service Page 6 of 28
1 valuable information. For example, we can present the person s Twitter profile (tweet history, number of followers, etc.), contact information from LinkedIn, and location information from Google Latitude to the agent, thereby allowing the agent to provide the most personalised service possible. Agents can answer tweets via the company Twitter account and take advantage of corporate approved responses and other agent tools; perhaps suggesting a callback or use of other media if required. Web Collaboration The SCCC solution provides Web Chat and collaborative browsing capabilities. This fully integrated feature is licence-based and requires no additional software to be loaded onto the SCCC application suite. Auto responses can be given to chat requests, for example estimated time to wait. The agents can also have pre-configured responses and pre-configured web pages to push to the customers requesting/utilising this service. The solution allows agents to deal with multiple chat sessions. Agents handling multiple concurrent contacts need to be able to juggle their active contacts and this gives: Quick access to contact details for each contact Clear indicators identifying which contact most urgently needs attention or a response Clear indicators of agent state, personal performance and thresholds Clean, uncluttered interface so that agent doesn t confuse (potentially sensitive) information between caller A and caller B The agent also needs to be alerted when contacts urgently need attention. The alerts include: March 2013 Reliability Innovation Customer Service Page 7 of 28
1 When thresholds are exceeded (maximum or average handle time, maximum active contact time, maximum non-primary time) When a web-collaboration customer has sent a message which hasn t been viewed by the agent When contact is newly arrived at the agent s desktop and the agent has not begun to interact with customer Management Reporting The SCCC Enterprise Report Center runs on a customisable, visual reporting engine to define and view a virtually unlimited number of real-time, cumulative and historical reports for all channels. The flexible interface makes tailoring specific reports or formats easy, without requiring an external report writer. Report Center provides insight into customer s contact centre operations allowing for better operational monitoring, more effective decision making, and the ability to proactively spot patterns and respond before they become problems. Real-time and Cumulative Reporting Real-time and cumulative views are refreshed continuously, presenting key information such as agent utilisation, service levels, abandon rates and average handling time for voice, email, web and callback interactions. A built-in analytic model uses actual data trends to predict performance patterns and contact volumes in real-time, improving decision making regarding staffing resources or contact routing. Activity Logs Detailed, searchable activity logs allow managers to examine the step-by-step progression of any customer contact or review the detailed activities of an agent throughout the day for all channels. Historical Reporting Historical reports can be quickly created by just pointing and clicking to select data elements and report parameters. Managers can choose from a comprehensive range of statistical values for blended or channel specific reports, for example by user, group, queue, contact type or site. Report Centre provides graphical as well as tabular historical reports. Displaying historical reports in SCCC enterprise's report viewer allows managers to flexibly adjust report output even after the reports have been run. They can re-order and resort content, as well as tailor the level of detail to be viewed. Multiple reports can be opened in the report viewer concurrently, and are accessible with just a mouse click. Reports can be viewed on-demand or scheduled to run on a daily, weekly or monthly basis. Additional output options include email, printing, or content export to Excel, HTML, PDF or text file. Report Centre provides the following report types in a consolidated, visual user interface: Real-time views: current status of resources like users or contacts March 2013 Reliability Innovation Customer Service Page 8 of 28
1 Cumulative reports: accumulated statistics over the last 24 hours Historical reports: statistical data for a defined time range Activity reports: detailed queries on activities for individual users or sources Site reports: real-time views of the status of networked contact centre sites Defining historical reports is similar to defining real-time and cumulative views Figure 4 - Example reporting views Optional Functionality (Price on application) The SCCC offers a suite of enterprise workforce optimisation software and services that can help your organisation improve the customer experience, from interactions within the contact centre to marketing, customer care and the back-office functions. This enterprise solution offers visibility into performance, operations, and customer intelligence across your organisation, helping you: Capture and analyse customer interactions Improve internal processes and workforce performance Uncover business trends and competitive advantages Discover the root cause of customer and employee behaviour Develop customer-centric strategies to enhance loyalty and retention Make better decisions faster Connect your customer care operations more tightly with the rest of your enterprise Enhance customer service across your organisation The Workflow suite can extract critical information from customer interactions to optimise workforce performance, giving you insight into the customer experience that might otherwise be difficult if not impossible to obtain. Then, it provides analytics to help transform raw data into actionable information. With this intelligence, you not only know what s happening, you know why, allowing you to make better decisions faster. The Workforce Optimisation suite provides unified functionality for many essential functions, including: Quality monitoring March 2013 Reliability Innovation Customer Service Page 9 of 28
1 Voice Recording Workforce Management Performance Management Desktop and Process Analytics elearning Coaching Speech Analytics Text Analytics Enterprise Feedback Management Customer Feedback Surveys The optional services are offered on a Price on Application basis and subject to scope of requirements and accreditation. Accreditations Security Accreditation Siemens are able to offer a choice of services meeting the respective protective marking schema to IL0 assured, IL2, or IL3. Siemens services to the public sector and Public Network Service (PSN) as a PSN Service Provider (PSNSP) of hosted IL3 IPT and managed services are subject to continual review and external assessment by another certification body against CESG s Assured Services for Telecoms (CAS(T)) and includes site visits by CESG PGA (Pan Government Accreditor) and CPNI. Quality System Siemens operates an integrated quality management system to address business continuity under ISO 22031/ BS25999, Quality under ISO 9001:2008 and ISO 14000. Siemens UK has existing ISO 27001, ISO20000 certification for its managed services and professional services division and is ISO 9001 compliant. Environmental System Siemens has an Environmental Management System (EMS) which considers the environmental impact of its business operations and develops appropriate environmental goals and programs. These goals focus on the issues of energy consumption, improved development of materials, waste management, and environmentally-friendly product design (Design for Environment, or DfE), combined with specialised staff training in all these areas. The EMS is implemented according to the requirements of the ISO 14001 standard and certified by an external certification company. March 2013 Reliability Innovation Customer Service Page 10 of 28
Commercial Overview 2 Pricing Cloud Contact Centre G-Cloud sale price G-Cloud sale price 25+ units 1-24 units Service category Service sub-category Capital charge unit Service charge unit Minimum term Capital charge Service charge Capital charge Service charge Contact Centre (CC) Services Cloud Contact Centre Service including 10 CC Agents, 1 CC Supervisor, 1 Tenant, Skills Based Routing, up to 10 Delivery Numbers per CC group subject to agreed scope per CC group per month 1 month Price on Application 560.00 Price on Application 620.00 Additional Contact Centre Agent N/A per concurrent agent per month 1 month 37.00 41.00 Additional Contact Center Agent Desktop Client N/A per concurrent agent per month 1 month 37.00 41.00 Contact Center Multimedia Agent N/A per concurrent agent per month Contact Center Agent Turret N/A per concurrent agent per month 1 month 37.00 41.00 1 month 46.25 51.00 March 2013 Reliability Innovation Customer Service Page 11 of 28
2 Contact Center Supervisor Position N/A per concurrent manager per month Call Director IVR Service N/A per call director DTMF IVR service activation per month Call Director Ports N/A per concurrent IVR port per month 1 month 117.00 130.00 1 month 67.00 74.00 1 month 82.00 91.00 Call Recording Service per call recording group per voice recording group per month 1 month Price on Application 150.00 Price on Application 170.00 Call Recording (Contact Center) N/A per recorded agent per month Call Recording (None Contact Center) N/A per recorded agent per month Call Recorder Storage N/A per terabyte of additional storage space per month 1 month 42.00 47.00 1 month 31.00 34.00 1 month 42.00 47.00 March 2013 Reliability Innovation Customer Service Page 12 of 28
2 Delivery Lead Times Standard deployment time for connection to a Siemens G-Cloud service is from 1 week (depending on the complexity of the solution) Standard delivery time for any one-time professional services unrelated to the delivery of a Siemens G-Cloud service shall be 8 weeks Standard delivery time for any capital based hardware items is 4 weeks On-boarding and Ordering Procedures The Customer shall determine the type and quantity of each product and service required from the Siemens G-Cloud price list. Any enquiries during the item selection process can be submitted via the G-Cloud portal or e-mailed to Siemens at the specified e-mail address. Siemens shall respond within two working days. The Customer shall submit their order via the G-Cloud portal or e-mail their order details through to Siemens at the specified order e-mail address. Orders will be assigned to the Siemens Accredited Central Operations (ACO) team for implementation. ACO implementation activities shall include: Receipt and acknowledgement of order Co-ordination of pre-delivery commercial activities including Call-Off Contract preparation and signing, credit checking, creation of Customer PO and establishment of key contacts Assignment of a project office representative to remotely manage your deployment. Any on-site project management presence is chargeable in accordance with the G-Cloud price list Validation of the technical solution with a Siemens solution architect and further consultation with the customer if required. This is to ensure the business needs of the Customer are met Co-ordination of data capture via a Customer Data Collection (CDC) form and data validation activities with Siemens technical staff which may include WAN/LAN compliancy, user profile information, number porting (where applicable) and any bespoke security requirements Production of a project plan with target dates for key milestones including golive of the deployment (or discreet phases of the deployment, if required) and user training (including floor walking and early life support) Liaison with the Customer throughout deployment period March 2013 Reliability Innovation Customer Service Page 13 of 28
2 The Customer is required to provide all relevant and requested information to Siemens in a timely manner to enable the preparation of the deployment. Failure to do so may result in a slippage to, and subsequent amendment of, the key milestone deployments dates. Examples of documentation may include: Signed Call-Off Contract Customer Data Capture (CDC) form WAN / LAN Compliancy Statement (if self certifying) Letter of Authority (for carrier engagement) if number porting is required Key point of contact and escalation path The Customer may add additional services or additional users during the contract period by following the procedure set out above. Off-Boarding Procedures Subject to a minimum notice period of 30 days in writing, the Customer may cancel some, or all, of the services. Upon the designated termination date, the service shall be disconnected. Subject to a minimum notice period of 30 days in writing, the Customer may request deletion of users from the service. Termination Procedures Each recurring service has a minimum term period of 30 days. Each service will continue to be invoiced on a monthly basis until terminated. If the Customer wishes to cancel the service a minimum written notice of 30 days must be issued to Siemens. The termination date shall be 30 days from receipt of the cancellation notice. Each terminated service shall be invoiced until the end of the month in which the termination date occurs. No termination fees shall be applicable in the event of termination. In the event Siemens wishes to terminate the service, it shall issue no less than six months notice to the Customer. Invoicing Procedures On completion of the deployment of the project (or project phase if applicable) any one-time professional charges shall be invoiced in full On completion of delivery of any capital based hardware, the hardware shall be invoiced in full. On completion of the deployment of the project (or project phase if applicable) the service is considered live and any service charges will be invoiced on a monthly in arrears basis for services consumed. Beyond the initial implementation additional users for a service (or additional capital items) can be ordered from Siemens and added to the solution. Additional users for each service will be included from the date on which they go-live. Beyond the initial implementation users can be deleted from the solution by e-mailing the Siemens ACO. Deleted users will be removed from the agreed termination date March 2013 Reliability Innovation Customer Service Page 14 of 28
2 Invoices shall be computed from live usage data recorded in Siemens s in-house billing engines. Invoices shall specify: The unique Service Order reference The line value, breaking Charges down to at least the equivalent level of detail as provided in the G-Cloud pricing Total value excluding Value Added Tax (VAT) The VAT percentage The total value including VAT The tax point date relating to the rate of VAT shown Invoicing terms and requirements: Standard billing provision will be via email and/or paper invoice Invoices shall be raised monthly in arrears for the recurring monthly services. Invoices for any one-time professional services shall be raised upon project completion (or phases of the project, if applicable) Invoices for any hardware shall be raised upon delivery. March 2013 Reliability Innovation Customer Service Page 15 of 28
3 Service Management Siemens will provide a comprehensive set of service delivery elements that shall be compliant with industry best practice in the form of an ITILv3 service management systems which will be available 24/7/365 days a year from our Secure Network Operations Centres (SNOC). The key service management features are outlined below and described in the Siemens Service Operations Model: Provision of an integrated and secure service desk who will work in partnership with the Operational Service Management Layer ITIL alignment across the end to end service supply chain Proactive service model driving high end availability of services Established Secure UK based network operations centres operating up to and including IL3 Quality Driven and standards based service delivery (ISO27001, ISO9001, ISO27001 CESG Assured Services Telecommunications, ISO20000, BS25999 and ISO14001) Provision of client facing service level management team Faults or support can be raised through: Our dedicated Helpdesk support number Our dedicated Helpdesk support email address Our Web-portal The SNOC is responsible for: Fault logging Ticket creation and resolution Escalation management All fault and support requests are recorded on the ticketing system, which allocates a unique identifier and priority to each ticket and assigned single point of contact. This allows close tracking of progress, easy handover and escalation, a clear audit trail and easy production of performance reports. Service Reporting Siemens shall implement the reporting requirements to successfully measure Service delivery performance against defined Service level targets as described below. Siemens shall implement a reporting methodology that will include analysis of daily, weekly, monthly trends for contracted Service elements. This analysis shall be used to generate Service improvement initiatives that will be documented and recorded within the Service Improvement Plan. Siemens shall provide the Service management report that will address specific Service management and delivery issues such as Service desk, incident, problem, change, capacity, Service level compliance and performance against Service Level Targets and Agreements. March 2013 Reliability Innovation Customer Service Page 16 of 28
3 Continuous Service Improvement Siemens shall be responsible for the Service improvement plan (SIP) associated with the Service elements that are delivered by Siemens. The SIP shall be based on the output from the Service management report and other continuous Service improvement initiatives, the SLM shall identify areas for improvement, review with the customer, generate action plans, monitor and communicate progress. Service Levels Templates and Matrix Siemens shall operate service levels across a defined package which is described below. Package Name Service Definition Cloud Managed Service Package The Cloud Managed Service will allow Customer to procure ITIL based services which will encompass the service elements outlined below. This allows customers to procure services with defined service availability targets based around hosted services. Service Desk Incident Management Remote Maintenance Onsite Maintenance Service Catalogue Elements Proactive Services Service Level Management Change, Release and Deployment Management Problem Management Deployment Management Availability Management March 2013 Reliability Innovation Customer Service Page 17 of 28
3 Service Service Cover Period Element Description Selectable Options Service Desk Incident Management, Remote Maintenance * default Incident Management, On-site maintenance * default Escalation available 24 x 7 Proactive Services Service Level Management Service cover period where a PSN customer can report a service event to the single point of contact Service cover period indicates when the Contractor will commence remote diagnosis and service restoration for both reactive and proactive incidents Service cover period where the contractor will commence on site diagnosis and service restoration Service cover period indicates the hours of operation where the Contractor will provide proactive monitoring Service cover period where contractor will provide service level management 24x7 24x7 8x5* 12x6 24x7 24x7 8x5* March 2013 Reliability Innovation Customer Service Page 18 of 28
3 Service Element Service Desk Service Measure Grade of Service Service Level Agreement (SLA) % of calls forwarded to Service Desk that are answered with <15 seconds Service Level Target (SLT) 90% Priority Definition SLA SLT 1 Critical Total loss of service 2HR 97% Incident Management Remote Service Restoration 2 Major 3 Minor Loss of Service Multiple Users Loss of Service to a single user 2HR 97% 6HR 97% 4 Non Service affecting Next Business Day 97% Priority Definition SLA SLT 1 Critical Total loss of service 4HR 97% Incident Management On-site service restoration 2 Major 3 Minor Loss of Service Multiple Users Loss of Service to a single user 5HR 97% Next Business Day 97% 4 Non Service affecting 48 working hours 97% Availability Management Availability Management Cloud Contact Centre Service Availability is defined in section 3 99.99% 99.99% Proactive Initiate & classification of service event through proactive detection via proactive monitoring 1 Critical 2 Major 3 Minor Total loss of service Loss of Service to Multiple Users Loss of Service to a single user 15 minutes 15 minutes 30 minutes 100% 100% 100% 4 Non Service N/A N/A March 2013 Reliability Innovation Customer Service Page 19 of 28
3 Software MAC Perform Urgent Remote Software MAC 2HR 95% Perform Standard and Priority Software MAC 12HR 95% Provision of Service Reports Service Review Frequency (where applicable) Monthly Monthly Siemens can additionally provide a range of Service Packages for customers where onsite equipment requires support as part of the overall solution, as set out below: PSN Maintenance PSN Proactive Service Credits Siemens will provide highly available services under G-Cloud. All solutions shall be monitored in the data centres to determine the availability of the services. The service availability of the core services shall be measured in each monthly service period in accordance with the following formula: Service Availability % = (MP SD) MP X 100 MP = Total number of minutes, excluding permitted maintenance, within the relevant service period. SD = Total number of minutes of service downtime, excluding permitted maintenance, in the service period Siemens shall collect performance statistics from the equipment via SNMP polling Siemens shall provide availability service reports which shall be presented to the Customer as part of the service management reporting Service Availability will be measured 24 hours a day, 365 days a year Exclusions from Service Availability calculations are as follows: o Planned maintenance agreed between Siemens and the Customer (in accordance with agree timescales) o Delays in restoring the service caused by the Customer in breach of its obligations in the call-off contract All service credit payments shall be capped at 15% of the monthly revenue for each service. Service credits shall not apply to service revenue unaffected by the downtime Payment of any service credits shall be deducted from the Customer s next monthly invoice and shall be the exclusive financial remedy Siemens in respect of service level breach March 2013 Reliability Innovation Customer Service Page 20 of 28
3 The service credit calculation is intended to be transparent and easy to calculate for each service and shall be computed as follows: o Actual monthly service level availability is up to 0.2% below service level target = 3% of previous month invoice value due as a credit o Actual monthly service level availability is between 0.21% and 0.4% below service level target = 6% of previous month invoice value due as a credit o Actual monthly service level availability is between 0.41% and 0.6% below service level target = 9% of previous month invoice value due as a credit o Actual monthly service level availability is between 0.61% and 0.8% below service level target = 12% of previous month invoice value due as a credit Actual monthly service level availability is more than 0.81% below service level target = 15% of previous month invoice value due as a credit March 2013 Reliability Innovation Customer Service Page 21 of 28
4 Customer Responsibilities For IL0 services you will require IP network connectivity to the Siemens hosted data centres. For IL3 service you will require a Connectivity Service (Pan Government Certified PSN IL2/3 Direct Network Service Provider for IL2/3 services) to connect to the voice service. Your LAN infrastructure will need to be VOIP ready and provide DHCP, DNS and FTP services. Any cabling must be compliant with the Siemens specification for IP voice You will provide the agent telephones and connectivity of the phones. If soft phones are used, there will be sufficient bandwidth allowed (100K is recommended) for the phones to operate properly. (Please see Siemens Cloud Telephony Service for a IP telephony service) You will provide suitable environment where on-site training is required. Web based training shall require internet access to Siemens web pages Assumptions It will be necessary to have Microsoft.NET 4 will be installed on the computers that the agents and supervisors use. Speech recognition and text-to-speech are not within scope of the standard offering, but can be reviewed separately. The Cloud Contact Centre system will display the CLI, if the CLI is passed to the system. There are cases where the caller s CLI is blocked or not sent by the Telco. In those cases, Cloud Contact Centre cannot display the CLI. The standard procedure for Cloud Contact Centre is to conduct a Ping Test at each site. We assume that Siemens will be able to conduct a Ping Test and the response times and latency will be within acceptable standards. The Cloud Contact Centre thin Agent software application needs access to IP addresses at specified port ranges. Ports need to be configured for outgoing traffic only. System requirements/recommendations in order to facilitate the Cloud Contact Centre solution. Each agent will need a PC with mouse, keyboard and colour monitor. More specifically, the minimum workstation requirements are: Computer Operating System o Windows 7 o Windows Vista (SP1) o Windows XP (SP2/3) Computer Speed o Pentium 4 Processor at 2 GHz or better o 1 GB RAM (minimum) Screen Resolution o 1024 x 768 or better for improved user experience Browser Supported o Internet Explorer 7 (with ability to access *.incontact.com on HTTPS) March 2013 Reliability Innovation Customer Service Page 22 of 28
4 o Internet Explorer 8 (In compatibility mode) Browser Configuration & Add-ons o Cookies Enabled o Popup Enabled o JavaScript Enabled o Adobe Shockwave Flash Player 9 or above o Java Applets Enabled with Java Virtual Machine 6.11 or above installed o Windows Media Player Plug in Internet Broadband Access o 256kps bandwidth per workstation in a stand alone or at home environment. Less for a shared environment like a call centre. o Less than 200ms average round-trip ping reply between workstation and OpenScape Cloud Contact Centre Servers. March 2013 Reliability Innovation Customer Service Page 23 of 28
5 Frequently Asked Questions Does the system support a self-service IVR application? Contact Centre provides a fully integrated Interactive Voice Response (IVR) system - Call Director, to frontend incoming voice contacts. Call Director gathers caller requirements by prompting callers with interactive navigation menus. OpenScape Contact Centre Call Director is a fully integrated self-service and transactional call processing platform. Managers can easily drag and- drop the following components into routing flows: Auto-attendant with navigation menu prompts Caller input digit collection Messages and greetings Estimated wait time or position in queue messages Dynamic, multi-format "numbers-to speech" playback Call Director can be easily combined with other components in the call flow, for example to read from and write to external databases. This facilitates basic transactional or self-service applications that previously may have required a more complex and expensive external IVR integration. Does the platform support Skills based Routing? Cloud Contact Centre allows skills based multimedia contact routing & handling plus real-time and historical reporting services to be delivered centrally to any user on the OpenScape Voice estate (including home or remote workers). Calls and contacts are routed within OpenScape Contact Centre be based on skills, priority, time of day or week or year, system statistics such as availability and wait times, dialled digits (DNIS), to address or the callers number (CLI), from address, menu selection (DTMF based). Does the Contact Centre application support call blending, a mix of inbound and outbound calls and different media for those agents with outbound / multimedia capability? Cloud Contact Service supports Outbound in standalone or fully blended Campaign Management based solutions. Does the solution provide a full audit trail of all changes made to the system including the identification of the person making the change? The security event logging framework provides full auditing capabilities. This feature provides: The ability to track down system abusers and hackers that may be involved in system and network intrusions, interruptions, damage and unauthorised configuration changes - for example, to disrupt service or enable toll fraud The ability to investigate recent security-related activity such as the following: March 2013 Reliability Innovation Customer Service Page 24 of 28
5 o Changes to security attributes, services, and access controls such as successful and unsuccessful changes to user IDs and passwords; and successful and unsuccessful login attempts, logouts, or session termination (either local or remote) via the security audit trail o Recent non-security related OAM&P activity via the recent change log This security event log is different from, and is kept completely separate from, the system event log, which logs abnormal runtime activity. Can agents see the number of calls queuing and the longest wait time for the queues they are working on their own PC? This information is presented on the agent desktop application and can be shown as a ticker tape if required. Can you provide professional services to assist? Siemens offers a full complement of professional services to assist in your deployment where required. VOIP readiness assessment, voice engineering, QoS setup, security accreditation and penetration testing, transition and transformation are amongst the services offered in the Lot 4 Specialist Cloud Services within the G-Cloud III framework March 2013 Reliability Innovation Customer Service Page 25 of 28
Commercial in Confidence All information contained herein, including but not limited to information provided in soft copy format and any amendments to this response howsoever provided, is information of commercial value and is provided in strict confidence for the sole purpose of evaluation by you and/or your representatives for that purpose. This response shall not be used for any other purpose and shall not be copied or disclosed wholly or in part to any other party without prior written approval by an authorised representative of Siemens Enterprise Communications Limited and shall be held in safe custody. The restriction does not cover information that is published or known from sources other than Siemens Enterprise Communications Limited provided that it is not made in breach of any obligation of confidence. Any general queries relating to this response should be directed to the Account Manager, whose details are below: Name: Position: Nigel Shaw Account Manager Tel No: 01908 817375 Email: nigel.shaw@siemens-enterprise.com March 2013 Reliability Innovation Customer Service Page 26 of 28
Siemens Enterprise Communications Customer Interaction Increase first contact resolution by using presence to locate experts Siemens Enterprise Communications is a premier provider of end-toend enterprise communications solutions that use open, standardsbased architectures to unify communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organisations to improve productivity and reduce costs through easyto-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. This promise is underwritten through our OpenScale service portfolio, which includes international, managed and outsource capability. Siemens Enterprise Communications is owned by a joint venture of The Gores Group and Siemens AG. The joint venture also encompasses Enterasys Networks, which provides network infrastructure and security systems, delivering a perfect basis for joint communications solutions. IT Telephony Reduce Total Cost of Ownership through centralised communications deployment Mobility Seamlessly roam between the corporate and cellular network Security Maintain efficiency without compromising security and reliability Contact Information If there's something you'd like to find out more about, we're always here to help. Just get in touch with your Siemens Account Manager http://www.siemens-enterprise.com/uk/ Services Reduce the operational cost of communications by up to 30% Small and Medium Enterprises Effective collaboration regardless of location reducing costs Unified Communication Mobility that gives you the freedom to work anywhere March 2013 Reliability Innovation Customer Service Page 27 of 28