CX as a Service for Zoom Contact Centre & Zoom Virtual Agent

Over recent years, thousands of companies have been making the switch to cloud CCaaS platforms. By their very nature these platforms are 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 CX as a Service (CXaaS) for Zoom Contact Centre and Zoom Virtual Agent 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

CXaaS 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:

• CX and EX Optimisation - Identify and fix friction within customer journeys, inefficiencies in agent workflows, and repetitive operational tasks.
• AI Optimisation - Develop and iterate AI services and solutions that drive efficiency, differentiation, and CX benefits.
• Integration & Automation Development - Build or extend integration and automation with your systems.
• Customer Training & Enablement - Enable your team to become more self-sufficient so that they can move quickly.
• Enablement of new features and updates - Explain, demonstrate and enable new Zoom features that benefit your business.

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 optimisation and continuous progress:

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 CX as a Service 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 Zoom CX improvement roadmap.

About Acceleraate Acceleraate is a UK-based CX Technology Specialist, providing significant expertise and capability in the delivery, management, and optimisation of cloud-based CCaaS and AI platforms. We constantly work at the leading edge of innovation and our technical agility, attention to detail and digital transformation capabilities have helped us build several alliances with many global clients and partners. Acceleraate was the UK’s first Zoom Contact Center partner in 2022, became the world’s first fully accredited Zoom CX Competency Partner in 2023, and was named Zoom Contact Centre EMEA Partner of the Year 2024.