From Platform to Progress: Unlocking the Full Potential of CX

Over the past few years, thousands of customer service-led organisations have embraced cloud Contact Centre as a Service (CCaaS) and AI solutions - and it’s easy to see why. These platforms offer a variety of benefits:

• Cost savings through reduced infrastructure and maintenance overhead.

• Improved flexibility, enabling businesses to adapt to changing needs.

• Multichannel communication to meet customers where they are.

• Seamless integration with existing systems and tools.

• Roadmap control, empowering organisations to innovate at their own pace.

• Powerful analytics to unlock actionable insights from contact centre data.

For organisations striving to deliver exceptional customer experiences, cloud CCaaS represents a significant step forward. It provides the tools to continually enhance service delivery - whether by improving agent experiences, personalising customer journeys, automating workflows, or leveraging cutting-edge AI and automation advancements.

The Dream: Continuous Innovation

In theory, migrating to a modern CCaaS platform means your contact centre evolves continuously. You can iterate, innovate, and improve, ensuring your solution remains agile and aligned with your business goals. Once implemented, the platform should eliminate the need for costly, disruptive migrations in the future - because it’s designed to grow with you.

That’s the promise businesses are sold. And it’s a compelling one.

The Reality: A Plateau in Innovation

Yet, in our experience, many organisations adopt cloud CCaaS platforms but fail to fully capitalise on their potential. Instead of treating these platforms as dynamic tools for transformation, they often revert to the habits of managing an on-premise solution.

But why does this happen?

Migrating a contact centre is often a significant undertaking. It requires meticulous planning, design, testing, and implementation. After completing this intensive process, many businesses understandably take a breather. But, as any CX leader will tell you, the real work begins post-implementation. That’s when you iterate, innovate, and reap the rewards of your investment.

So why do so many CX transformation programs stop just when the value realisation should start?

CX as a Service: Where Acceleraate Starts

At Acceleraate, we recognised this gap and developed CX as a Service to address it. CX as a Service is our innovative monthly managed service designed for ambitious but time-constrained organisations. It bridges the gap between your CX aspirations, and the resources required to realise them.

Our seasoned experts become an extension of your team, proactively driving your CX improvement roadmap with a mix of data-driven insights and human expertise.

Here’s how it works:

• Data-Driven Discovery: We dive deep into your contact centre data and metrics, evaluate your customer service processes, and observe your agents in action to understand how your operations truly function.

• Opportunity Identification: Using this insight, we identify and prioritise opportunities for innovation, optimisation, and efficiency improvements based on your strategy and goals.

• Proactive Delivery: Unlike reactive service agreements, we take the lead - delivering technical changes and measuring their impact to ensure tangible results.

Think of it a bit like a Change Management arrangement, but proactive and consultative, ensuring that your CX roadmap is always advancing, rather than stalling after implementation.

The Reality: Tools Don’t Solve Problems on Their Own

Cloud CCaaS and AI solutions provide the framework to tackle your CX challenges, but they don’t solve them automatically. People and expertise are the critical components that turn potential into results. That’s where Acceleraate CX as a Service shines. It combines world-class consultancy with delivery expertise, packaged into a proactive managed service that generates measurable progress and business value.

Living the Dream

Our approach makes the dream you were sold - a continuously improving, future-ready contact centre - a practical reality. With CX as a Service, you’re not just adopting a platform; you’re unlocking its full potential.

About Acceleraate

Acceleraate is a Zoom Solution Partner, Zoom Authorised Reseller, the first Zoom partner to achieve the Zoom Customer Experience (ZCX) Competency certification, and Zoom Contact Centre EMEA Partner of the Year 2024. We are CX and Customer Contact optimisation experts and specialise in solving problems by uniting cloud technology with smart and straightforward thinking. We focus on helping businesses reduce effort, improve loyalty, and maximise cost efficiency.

With over two decades of hands-on experience designing, implementing, and managing cloud contact centres and AI solutions for some of the UK's best-known businesses and brands, Acceleraate delivers CX strategy, implementation, system integration, optimisation, and modern managed services for business.