contact-center

Services

Deloitte’s Digital Contact Center (D2C2)

One turnkey solution for your contact center needs

“Deloitte” is the brand under which over three hundred thousand dedicated professionals in independent firms throughout the world collaborate to provide audit & assurance, consulting, risk & financial advisory, risk management, tax, and related services to select clients, but did you know that Deloitte has a GPS practice dedicated to contact centers?

Digital Contact Centers is a full-service business with engineers, operators, consultants, and digital innovators who help advise, implement, and operate digital contact centers. We take a strategic approach in assessing where things are, advising on improvements and latest trends in the industry based on a client’s needs, and prioritizing those recommendations with an efficient and effective plan of action. Our team provides clients with operational support. Whether it is a standalone program to improve workforce or quality assurance, or the full suite of contact center operations – including agent recruitment, deployment, training, provisioning, and supervision – we have an offering that is designed to fit any need.

We realized that there was no solution for contact centers that integrates all of the industry leading features for contact center solutions. So, we decided to build a platform that would bring it all together. Meet Deloitte’s Digital Contact Center (D2C2)! While customer focus drives our solution, technology empowers it. With D2C2, we stripped bare the traditional contact center platform and rebuilt it with only the most valuable capabilities, delivered by vendors with only the most advanced technologies and expertise. Our technology platform not only contains leading edge components, including biometric authentication, virtual agents, and true single pane of glass, but it was also designed to provide these capabilities in an innovative manner.

D2C2 is the contact center of the future

  1. All-In-One - Contains industry leading features from bleeding edge providers, together, in one platform
  2. Pre-integrated Day 1 – We have pre-integrated 14 products reducing implementation timelines and risks.
  3. Optimized for the Human - Designed to make the contact center experience more human; meeting both customers and agents when, where, and how they want
  4. Cost Saving - Has a flexible consumption model so you only pay for what you use and are not locked into expensive seat licenses, which can lead to cost savings of up to 50%
  5. FedRAMP Ready - Built with the rigorous FedRAMP process, providing secure controls regardless of if you require FedRAMP controls

Your next platform should be N+2 and consumption based to cost 50% less. It’s more than managing the transaction. It’s about creating value during the moments that matter most to the people you serve along their unique journeys. It’s that simple. And with D2C2, it can be that easy.

Please see the D2C2 service options below!

Service Charges

Deloitte’s Digital Contact Center (D2C2) is offered as a base package with the following functionality. *See assumption 2

  • Core Telephony – a standard inbound or outbound telephone service not involved with contact center
  • Biometric Authentication and Fraud Detection – Detects more fraud with higher accuracy and fewer false positives, preventing cases and mitigating losses. Fraud analysis tools improve investigator workflows, cut detection delays, and uncover more attack vectors.
  • VoIP Performance Monitoring – Real-time measurements and assessments of the end users’ technical journey, captured from various perspectives across the IT ecosystem, deliver actionable intelligence that enables your organization to provide flawless digital services.
  • Agent Assist – Recommend ready-to-send responses to customers. Provide answers to customer questions from a centralized knowledge base. Transcribe calls in real-time
  • Advanced e911 services – Emergency Responder helps you manage emergency calls in your telephony network so that you can respond to these calls effectively and so that you can comply with local ordinances concerning the handling of emergency calls. Enhanced 911 (E911) extends the basic 911 emergency call standard to make it more reliable.
  • HCC Quality & Workforce Management – WFO is a blanket term that covers every functional aspect of running a modern contact center, including workforce management, quality management, business intelligence and analytics, as well as concepts like agent engagement and customer retention programs.
  • Computer Telephony Integration (CTI) – the connectivity tool that ties a phone system to an agent/supervisor desktop, makes a difference in the customer experience. It empowers agents in contact centers to have experiential conversations with customers.

In addition to technology, we offer operation and management options that range from basic O&M, maintaining our client’s current call center configuration, to full business process outsourcing (BPO), addressing basic O&M, command center, and agents.

Service Charge

Unit of Measure

Recurring Period

Charge

Description

HCC Agent Seat

single named agent

monthly

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All D2C2 features required to operate an efficient and effective omni-channel contact center.

HCC Quality Management Seat

single named agent

monthly

*See Assumption 1

D2C2 includes robust quality management including voice and screen recordings.

HCC Work Force Management

single named agent

monthly

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Multi-channel, multi-skill forecasting & scheduling simplified. One of a kind drag and drop scheduling screen in the most user-friendly WFM scheduler on the market. Proprietary forecasting engine guides your contact center towards optimal scheduling to meet your SLAs, and schedule adherence features helps staff coverage. Online agent portal integrates agents to their schedule and includes email notifications for schedule changes. AI-powered auto scheduling tool makes creating an optimized schedule a one-touch exercise.

Toll Free Services

per minute

monthly

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Reliable and redundant all-IP network creates exponential value and quality by leveraging our vast direct carrier interconnections. This dedicated Toll- Free service is customizable and tailored for your specific requirements and delivers value pricing through peering arrangements and other volume discounts.
Customers using their own Resp Org ID can also leverage the product in conjunction with Dedicated Toll-Free Services, or as a standalone product. This will allow calls to be routed directly to your network, increasing quality, and driving results to your bottom line.
 

Advanced Speech Recognition

per minute

N/A

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Transcribe domain-specific terms and rare words by providing hints and boost your transcription accuracy of specific words or phrases. Automatically convert spoken numbers into addresses, years, currencies, and more using classes.

Text to Speech

per minute

N/A

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Your device will speak what you type or save as audio file.

PSTN Local DID Services

per minute

N/A

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Directly connect to a roster of over 4,500 carrier interconnections and by-pass the incumbent Local Exchange provider and link directly into superior service and market-driven rates.


One Time Charges

Listed below is pricing for one-time charges that might be incurred when implementing change within the Services.

Service Charge

Unit of Measure

Recurring Period

Charge

HCC Implementation per seat

per seat

one-time

Not Applicable

HCC Implementation per Contact Center

per HCC

one-time

*See Assumption 3


Professional Services

In addition to owning and managing our D2C2™ platform, we are also the largest professional services firm in the world. This includes extensive, analyst-acclaimed capabilities tied to designing and managing operation centers. We’re product engineers, project managers, operators, human resource specialists, and security staff all in one. We provide contact center services to some of the largest organizations in the world across multiple industries. This includes significant experience in supporting state and federal government agencies in the setup, transition, and operation of contact centers. In fact, Gartner has ranked Deloitte as the Global Leader in Customer Relationship Management (CRM) and Customer Experience (CX) services for eight consecutive years.

Have a special project? We bring our experience to meet your needs! For example, we have robust experience in offering Command Center as a Service and Contact Center Assessments. We design an appropriate statement of work to bring you the right experience to accomplish your goals.

Command Center as a Service

Whether you employ contact center agents through third-party vendors or employ the agents directly through an agency, Deloitte can manage and oversee the productivity and performance of the agents through a Command Center as a Service offering. We offer Vendor Management, Quality Assurance, and Workforce Management options under the Command Center as a Service offering and can provide teams to support all three workstreams or whichever ones in particular fit with the State’s needs.

Contact Center Assessments

Deloitte, as a premier provider of Contact Center Services and Technology, is a preferred provider for Operations and Technology organizations in over 40 States. Through our ability to look at the Contact Center Process from an agnostic and holistic perspective, Deloitte can provide additional value-added offerings to the State to help move its contact center delivery strategy exponentially by combining Industry leading operational practices with “Tomorrow’s Technology Today” through in-depth qualitative and quantitative research and assessment methodologies.

Service Charge

Charge per hour/week/month

Contact Center Consultant

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Professional Trainer

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Project Manager

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Solution Architect

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Application Developer

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Contact Center Tier 1 Agent

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Contact Center Tier 2 Agent

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Contact Center Bi-Lingual Agent

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Contact Center Supervisor

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Quality Assurance Specialist

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Engagement Partner

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Senior Analyst

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Analyst

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Jr. Analyst

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Equipment Charges

Information around optional equipment is identified below.

Service Charge

Unit of Measure

Price

Maintenance

Maintenance Period

VoIP Adapter (IAD)

each

N/A

N/A

monthly

VoIP Hard Phone

each

N/A

N/A

annual

 

Service Provider Pricing Assumptions
All assumptions referenced in the above pricing options are described below. The above pricing was last updated 05/26/2022.

Ref ID

Price Impact (Y/N)

Description

1

Y

If you buy Workforce Management, you also get Quality Management; or If you buy Quality Management, you also get Workforce Management

2

Y

The Consumption Based-Bundle is in lieu of single named agent seat charges. As documented in the RFP response, the bundled pricing enables Agencies to get advanced features at discounted pricing

3

Y

Contact Center Implementation Costs will be based on the detailed requirements offered in Agency RFQs using an implementation team composed of individuals included in the Rate Card Charges

4

N

Rate card charges per week equal 40 hours. Rate card charges per month equal 172 hours

5

N

Customers can only purchase the Deloitte PSTN Local DID service with the purchase of the HCC Agent Seat or D2C2 Consumption-based Bundle


D2C2 is a trademark of Deloitte Consulting LLP.

As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this publication.

Copyright ©2022 Deloitte Development LLC. All rights reserved.
 

Master Service Agreement and Amendments

Get in touch

Shelly Adaire Metschan
Digital Contact Center Offering Lead
smetschan@deloitte.com
+1 512 226 4103

Michelle Torski
D2C2 Chief Product Officer
mtorski@deloitte.com
+1 571 858 0427

Shawn Ryan
Georgia Account Executive
shawnryan@deloitte.com
+1 404 220 1746

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