Over recent years, thousands of companies have been making the switch to Amazon Connect. By its very nature the AWS platform is designed to live, breathe, and iterate, but in many cases, organisations do not have the time, resources, or expertise to reach that potential.

Our unique Optimisation as a Service (OaaS) ensures that you stay ahead of the CX efficiency curve, driving down unnecessary costs, and continually improving your customer and employee experiences.

Grounded in data, powered by experience

OaaS provides our expert people as an extension of your own team. We drive your optimisation agenda, working collaboratively to identify CX improvement and efficiency opportunities, and deliver change:

• Best practice and well architected reviews
• Optimise deflection and containment
• Friction and customer effort reduction
• Platform RoI optimisation
• Training & enablement
• Activate new features and updates
• Rapid prototyping and A/B testing

How do we do it?

We do all the heavy lifting for you. Our process is cyclical, persistent, and focused on delivering meaningful and tangible change through CX and EX optimisation:

Data & Metrics

We baseline and track your metrics, SLAs, KPIs and monthly expenditure to identify where your CX is creating pain points, friction, and unnecessary effort. We’ll also periodically observe your agents at work – taking in processes, technologies, and operations in real time.

Hypothesis

Our CX consultants derive insights from your data and zoom in on the root problem. We then collaboratively develop an actionable optimisation hypothesis, based on what the data is telling us, or what we believe to be true.

Deliver Change

Our engineers deliver the technical change. This could be anything from the refinement of a customer journey, optimisation of a routing profile, the activation of a new or improved feature, or even a brand new or deeper system integration.

Measure & Review

We track the impact of the change, compare it to the baseline, and review the outcomes. Did it solve the whole problem, part of the problem? What have we learnt, and where do we go to next?

Acceleraate Optimisation as a Service is offered on a 12-month minimum contract and can be purchased directly from AWS Marketplace. Contact our team today to discuss your requirements and obtain a personalised monthly price.

Let’s get on top, and stay on top, of your Amazon Connect and CX improvement roadmap.

About Acceleraate Acceleraate is a UK-based boutique SI and Managed Service Provider. We are CX & CCaaS optimisation specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.