Latest insights, news, opinions and events

Blog
How Agentic AI is Transforming Customer Service and Contact Centres
It’s no secret that AI has re-shaped customer experience over recent decades. And now, the latest concept/ buzzword/ marketing term - Agentic AI – claims to push the boundaries even further. But what is Agentic AI? Is it new? How can it elevate customer experience? This article explores its impact and potential.
Opinion
UK businesses are switching to Zoom Contact Centre in droves. Here’s why
Zoom Contact Centre hasn’t yet reached its third birthday, so you’d be forgiven for assuming that the product hasn’t yet attained the strength in depth required for larger organisations to take it seriously. But that assumption couldn’t be further from the truth.
News
Acceleraate approved for G-Cloud 14, offering world-leading CX technology and services to the UK Public Sector
Acceleraate, the world’s first accredited Zoom CX partner and a specialist in customer experience technology solutions, is proud to announce its inclusion in the UK Government’s G-Cloud 14 framework.
Blog
Need to improve your contact centre’s performance? Here’s how we do it.
Want to know how Acceleraate approaches CX and contact centre improvement? We explain our process including technology we work with, and the areas we typically focus on to deliver performance gains, cost improvement, and better quality experiences.
Story
How we saved an online retailer £20k+ per month with Zoom Phone & Gorgias
By implementing our Zoom Phone & Gorgias integration, our online retail client was able to achieve significant cost savings and operational efficiencies, amounting to over £20k per month.
Blog
Introducing IntegrationHub for Zoom
IntegrationHub is our unique integration platform enabling secure connection between Zoom Contact Center, Zoom Phone, Zoom Virtual Agent and virtually any third-party tool or API, supporting a variety of business use cases. Built and hosted in the UK by Acceleraate.
Blog
Zoom Contact Centre Quality Management – Overview & Review
In Q4 2023 Zoom added Quality Management to its contact centre and WFEM repertoire. Here's our deeper dive into some of Zoom Quality Management’s key features, and more importantly, the potential impact and benefits for your organisation.
Blog
Zoom is leading the pack with AI for Contact Centre and Customer Engagement in 2024
In September 2023 Zoom launched AI Companion, offering powerful generative AI features for Meetings & Team Chat. We've been looking forward to AI Companion arriving for Zoom Contact Center, and in December 2023 our wish came true. But now, there's even more to be excited about!
Blog
There’s a correlation between Repeat Calls and Agent Attrition – Here’s how to solve both
We recently co-hosted a webinar with Zoom, in which we discussed the perceived juxtaposition of the human touch versus AI in the contact centre environment. Whilst preparing for my talk track I discovered an interesting correlation between the reasons for repeat calls, and the reasons for agent attrition...
Opinion
Have we broken CX with too many contact channels?
One of the requirements we regularly encounter during contact centre procurement processes and RFPs is the ability to support multiple contact channels (omnichannel) and – today – the list of these channels is vast. But is expanding the choice of contact channels really the answer, or have we created a monster?
Blog
Why we created Optimisation as a Service for Amazon Connect. And how it can help you!
Optimisation as a Service is a unique monthly managed service for Amazon Connect, designed and provided by Acceleraate. Our seasoned experts become an extension of your team to drive your Amazon Connect & CX improvement roadmap.
Opinion
Zoomtopia 2023 - A Fireside Chat on Zoom CX Announcements
Having returned to the UK from a fantastic week at Zoomtopia in San Jose, Acceleraate's Matt Cowell sat down with the Zoom CX legend that is James Adamczuk to distill and discuss the key Zoom Contact Center, Zoom Virtual Agent and Zoom AI launches and announcements from Zoomtopia 2023.
Event
Zoom CXperience Lab (London) 24th October 2023
Join our free-of-charge discovery & development workshop (London) for Zoom Contact Center and Zoom Virtual Agent, and learn how to get started with Zoom's powerful and flexible CX solutions.
Webinar
On Demand Webinar - Accelerating Agent Efficiency with Step-by-Step Guides for Amazon Connect
Join us for a practical overview of Amazon Connect Agent Workspace and Step-by-Step Guides, demonstrating how you can build out customised agent workflows, processes, and third-party integrations, creating a single pane of glass for your CX agents.
Webinar
On Demand Webinar - Optimise Your Retail Customer Service for Peak Performance!
With the peak trading season just around the corner, it's essential for retailers to ensure their customer service operations are primed for success. In this webinar we demonstrate how you can implement Zoom Virtual Agent, and significantly reduce your inbound email volumes in a matter of weeks!
Blog
Let’s talk about Zoom AI Companion - My review after week one!
Zoom AI Companion is the company’s newest Generative AI release, built natively on the Zoom platform and included with any paid Zoom licence. Formerly known as Zoom IQ, this is a new Generative AI assistant which works across the Zoom platform including Zoom Meetings and Zoom Team Chat.
Blog
Preparing your customer service operation for a stress-free retail peak
With the peak trading period rapidly approaching, it’s imperative that retailers set their customer service operation up to deliver fantastic customer experience, and provide a stress-free period for those at the coal face of delivering the service.
Blog
Navigating Unprecedented Challenges: How Cloud Contact Centre and AI Technology Empower Retailers in 2023
In the rapidly evolving landscape of retail and eCommerce, 2023 presents a set of challenges that may well be the sector's toughest to date.
Blog
Zoom Virtual Agent Review
In Q1 2023 Zoom Virtual Agent joined Zoom's CX repertoire. This AI/ML powered, low-code chatbot solution claims to resolve on average 61% of customer issues. Here’s our review of some of the key Zoom Virtual Agent capabilities and, more importantly, the benefits for your organisation.
News
Acceleraate becomes world's first partner to achieve the Zoom CX Competency
We are pleased to announce we are the world's first Zoom partner to achieve the Zoom CX Competency! This recently launched program is designed to approve & certify Zoom partners who are experienced in the consulting and delivery of cloud contact centre, artificial intelligence (AI) and customer experience solutions.
News
Zoom Contact Center adds native Workforce Management & Quality Management
Continuing with its impressive rate of platform and feature development, Zoom has announced the launch of native Workforce Management and Quality Management capabilities for Zoom Contact Center.
Blog
Agent Guides for Amazon Connect. The most powerful feature AWS has launched to date?
One of the biggest challenges that contact centres face is onboarding new agents and getting them up to speed with their agent application, supporting systems, and CX processes. Until agents become proficient, more time is needed to address customer queries effectively. So, improving an agent’s immediate productivity is a top priority for most.
Opinion
Is it time to re-think how we use AI for customer service?
There’s no doubt that AI can be a powerful asset when it comes to delivering more efficient and personal CX interactions. But now with the dawn of next-generation technologies such as ChatGPT, it’s time for organisations to define exactly how they want to take AI forward.
Blog
Agent Wellbeing - Another Case For Conversation Analytics
Conversation analytics has been playing a key role in helping contact centre operators to address some of the biggest hybrid working challenges recently, but the technology can also be utilised to improve employee experience and mental wellbeing in the contact centre.
Blog
Zoom Phone Review
Zoom Phone is a simple and straightforward business VoIP phone solution, provided in the same familiar and intuitive experience as Zoom Meetings. Here’s our review of some of the key Zoom Phone features and, more importantly, the benefits for your organisation.
Opinion
Is it time to kill off the post-contact survey, for good?
There’s an elephant in the room: Post-contact surveys. Luckily, capturing quality feedback at scale, with minimal intervention is a reality today with advanced speech and text analytics tools. In this article we explore how post-contact surveys can potentially be retired, in favour of real-time feedback.
Blog
Want to improve CX? Start with your agent experience
Your employees will always be your most visible brand advocates – what they do, say, and how they present plays a huge part in the way your brand and business is perceived by customers and prospective customers.
Blog
Zoom Contact Center Review
In Q1 2022 Zoom entered the contact centre space with the launch of its omnichannel CCaaS solution, incorporating hundreds of enterprise features and integrated UCaaS, in Zoom’s familiar, user-friendly interface. Here’s our review of some of the key Zoom Contact Center features and, more importantly, the benefits for your organisation.
Opinion
Why measuring Customer Effort is more important than CSAT
Those who work, or have worked in customer service will no doubt have used Customer Satisfaction (CSAT) scoring. However, after many years of working with organisations on Customer Experience improvement, we have begun to wonder if CSAT is as valuable a metric as we all think.
Blog
So you have an AVAYA contact centre. Now what?
After what feels like an age of speculation, Avaya has now – once again - officially filed for Chapter 11 bankruptcy in the US. But despite these latest assurances, we have no doubt that many Avaya customers are worried.
Blog
Shopify + Zoom Contact Center – Integration Accelerator
Our open-source Shopify & Zoom Contact Center accelerator, provides Zoom users with a quick and easy way to securely access Shopify customer and order data, helping to remove friction from the Customer Experience.
Opinion
The RFP process is failing businesses and tech vendors
I think I speak for just about everyone when I say, RFPs - we hate them. A necessary evil? Perhaps. Optimised, result-focussed, and efficient? Absolutely not.
Man standing in boat with people rowing
Blog
Preparing your people for change
The idea that humans avoid change is nothing new. For many, change means insecurity, opening us to risk - and risk can feel treacherous. But many organisations fixate on planning the tasks needed to implement the change itself, and often neglect the most important element: People.
Monitor, folders, callouts, dials, digital assets
Blog
The enterprise business case for serverless computing
Serverless computing has been around for almost a decade, having first being introduced by AWS in 2014 (AWS Lambda remains the market leader to this day). Adoption is rapidly growing, mostly due to the promise of significant time and cost efficiency savings for companies.
Rain cloud over digital icons
Blog
How to remain committed to your digital revolution, even when the going gets tough
In pretty much any circumstances, the concept of digital transformation can feel overwhelming, but particularly in a large and complex enterprise organisation. And the problem goes deeper than just the technology itself.
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