Why we created Optimisation as a Service for Amazon Connect. And how it can help you!

Over recent years thousands of organisations have migrated to Amazon Connect - and for good reason – the promise of cost savings, improved flexibility, multi-channel communications, ease of integration, roadmap control, and powerful analytics are very attractive and convenient features that the majority of traditional on-premise solutions cannot match up to.

What’s more, cloud contact centre (CCaaS) provides the ability for clients to continually iterate, improve and personalise their solution – whether that’s enhancing the agent experience, using your contact centre data to improve customer journeys, automating CX processes to drive up efficiencies, or taking advantage of the continuous development of AI and automation solutions.

Sold the dream!

In theory, once a client has chosen and implemented Amazon Connect (or any CCaaS, for that matter), they should never need to move away from the platform, unless of course something fundamentally changes.

And that’s certainly how it is sold in.

However, in our experience many organisations invest in cloud CCaaS but then essentially treat the platform like it’s on-premise! This is because to fully adopt and embrace Amazon Connect requires an operational shift to DevOps and software development – something that many system admins and telephony engineers are not versed in. Amazon Connect also requires a mindset shift towards ongoing iteration, improvement, experimentation, and small changes, as opposed to the large quarterly changes/ updates that clients are typically used to with on-premise solutions.

Migrating a contact centre is often a large (and painful) project for an organisation so, for the right reasons, a huge amount of time and effort goes into designing, building, configuring, testing, and migrating.

But anybody who has anything to do with contact centre and CX transformation will tell you that the learning, iteration, innovation, and benefit realisation starts post-implementation.

And yet that's usually where the effort stops. Go figure!

Optimisation as a Service for Amazon Connect

Acceleraate Optimisation as a Service solves this ongoing innovation and iteration challenge for ambitious but time-poor organisations.

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. We drive your optimisation agenda, working collaboratively to identify CX improvement and efficiency opportunities, and deliver change:

• Best practice and well architected reviews

• Optimise self-service, deflection and containment

• Friction and customer effort reduction

• Platform RoI optimisation

• Training & enablement

• Activation of new features and updates

• Development and customisation (customer & agent experience)

• Rapid prototyping and A/B testing

• Delivery of roadmap

Think of it a bit like a Change Management agreement, but consultative and proactive – where our experience and expertise drives your CX roadmap. (Rather than reactive – where the provider simply waits for you to tell them what to do)!

How it works

With Optimisation as a Service our team does 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?

Living the dream!

Sadly, Amazon Connect is not capable of problem-solving for you on its own. But it more than provides the means to solve your CX challenges; you just need the people and the expertise to make it happen, consistently.

Acceleraate Optimisation as a Service gives you the best of both worlds: access to CX consultancy and AWS delivery expertise, bundled into an evergreen and proactive managed service that delivers noticeable progress and business value.

It makes the dream that you were sold in the first place, attainable after all!

Why work with Acceleraate?

We are a boutique digital CX specialist, delivering customer experience and customer service transformation and optimisation. We focus on solving problems by uniting cloud technology with smart and straightforward thinking. With over 20 years 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, system integration, optimisation, software development, and managed services for business.

Our team has over 6 years’ experience working with Amazon Connect and the AWS ecosystem. In fact, there are people in our business who were amongst the first in the UK to start deploying Amazon Connect to clients when the solution launched in 2017.