As COVID-19 remains a fast-moving situation we have collated the latest news from some of our key partners and some helpful guidance from us for your reference.
If you have a specific query regarding a partner not listed then please contact us to discuss as we are aware the below is not an exhaustive list. International orders may also be impacted and are being reviewed based on the impact of the local areas involved, again please do contact us if you a specific country/order query.
Amazon Web Services (AWS)
AWS is collaborating with public health organisations, government agencies, and businesses around the globe to support them. This includes providing customers in the most affected regions with technical support and AWS credits that help cover costs.
Amazon Connect can quickly enable organisations to stand up and scale their tools and infrastructure to keep businesses running. Amazon Connect is an on-demand contact centre service that offers built-in high availability, dynamic scaling and global reach. Read more on Amazon Connect here.
Other solutions like Amazon Workspaces, a managed Desktop-as-a-Service (DaaS) to help streamline your digital communications solutions to a single, secure platform, is supporting businesses with the unique challenges they are facing right now. With cloud-based technology it eliminates the need to manage complex hardware inventory or on-premise Virtual Desktop Infrastructure (VDI) – key to activating your business’ remote working.
Avaya has some offers for their contact centre solutions that may help you (see here for further details and to submit an enquiry).
Avaya has also set up a COVID-19 helpdesk for support and guidance on transitioning to remote working for your employees and contact centre agents [view].
Cisco has enhanced its free Webex license to support meetings with an unlimited amount of time and up to 100 participants. Cisco is also offering free 90-day licenses to businesses that are not currently Webex customers [more].
Some more helpful resources are available here.
Colt has implemented a change freeze across their estate, prioritising customers delivering critical national infrastructure and services and minimising work that requires Colt engineers to access customer sites.
These changes came into force from Monday 30 March 2020 and apply to all countries, except for Japan where they are currently operating business as usual, subject to ongoing review.
You can find the latest information regarding Colt's COVID-19 response at www.colt.net/go/covid-19
To help customers manage unexpected increases in transaction volume and to make it easier to allow employees to work from home using the Genesys platform, Genesys has two programs to help:
Handle increased demand
Transition to work-from-home
Full details here.
Microsoft Teams is available for free for six months to support the increase in remote working because of COVID-19.
Microsoft Teams is a unified communication and collaboration platform that combines chat, video meetings, file storage (including collaboration on files), and application integration. The service integrates with Microsoft Office 365 and features extensions that can integrate with non-Microsoft products.
Openreach is prioritising only the essential work and minimising work that requires their engineers to enter end customer premises. You can read the full statement here.
An MBORC declaration has also been made for all Openreach products for provision, repair, missed appointments and the availability of appointments, on a national basis, for all SD SAM patches and FND operational areas. You can read the full MBORC declaration announcement here.
Latest guidance document issued by BT:
COVID-19 Response - Approach reference document, Issue 6, 15th May 2020 [View].
Openreach Customer Services update at the opening of business 15 April 2020 [View].
MBORC further lifting for certain Openreach products [View]
Updated Guidance for CPs and Customers [View]
Virgin Media Business
Virgin Media is well prepared for its workforce and customers to work from home. A full impact assessment has been carried out with continuity plans put in place to deliver an effective and smart response for the ongoing management and operation of their network. This includes the cessation of non-essential work and the prioritisation of ‘blue light’ customers and those providing critical services.
In the event of a significant impact on their workforce, they have planned for various scenarios. This includes the prioritisation of major faults and resolving any capacity-based issues over more day-to-day tasks such as quality improvement work.
Read the full update here.
Conn3ct Can Help
We understand that COVID-19 may present short-term challenges to your business. We want you to know that at this important time, you can count on us to be there to support your business and critical partners where required.
Our CTO, Martin Cross, offers some guidance in his article, "Maximising UC & Contact Centre Technology To Provide Coronavirus Contingency".
Should you be interested in our collaboration capabilities and how we can support your business, please book a free consultation call with us.