Solutions

Agent Experience

Contact centre advisor on a call, smiling

Agent Experience &
Workflow Automation

We make high quality, high efficiency customer and agent experiences a reality.

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We build amazing agent experiences in Amazon Connect

“I'm just waiting for the system to load up”

How many times have you heard that one?

If your agents are working in a variety of systems, across multiple browser tabs it creates major challenges:

Increased handling times
Lower first contact resolution
Lengthy onboarding processes
Limited time for coaching and training
Low quality interactions
High agent churn rates
Unnecessary frustration all round

Amazon Connect Agent Workspace - annotated screenshot

Historically, these challenges have been difficult and expensive to solve. But by combining AWS technology, years of CX expertise, and tech smarts, we provide the solution.

Why work with Acceleraate?

We "get" Amazon
Connect

We've worked with, and built on Amazon Connect since it launched in 2017

We understand
Contact Centres

We've spent a huge amount of time in and around contact centres

We deliver fantastic
results

We do all the heavy lifting for you, and we get things done, fast!

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We improve CX, and reduce your costs

Reduced handle
times (AHT)

Improved first
contact resolution

Reduced agent
churn rates

Faster onboarding
processes

More time for
coaching & training

Higher quality
interactions

Typical results... based on real customer use cases

50%

Reduction in agent
onboarding time

40%

Reduction in average
time to proficiency

35%

Reduction in average
handling time (AHT)

What we can deliver direct to the agent workspace

Third-party system
integration

Action common
resolutions

Agent scripting &
automated coaching

Contact disposition
& notes

Agent-initiated
outbound messaging

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Find us in
AWS Marketplace

We offer a variety of smart optimisation and tech development packages for Amazon Connect, many of which you can procure quickly and easily via AWS Marketplace.

Request your quote today

Learn more about our CX optimisation services

CX & EX Consulting

From problem identification and technology selection, to customer journey and process design we help you provide the experiences your customers and staff expect.

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System Integration

We help businesses to be adaptive and flexible, by bringing together and consolidating your systems and software to provide a complete and seamless solution.

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Implementation & Delivery

Our own software engineering, implementation, and programme management teams provide expert delivery and implementation services to get you to where you need to be, faster.

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Managed Service

With over 15 years experience working with and managing clients' cloud CCaaS solutions we provide a variety of expert managed service options for your peace of mind.

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Work with us

Ready to acceleraate?