Acceleraate Limited

Zoom - Support & Managed Services by Acceleraate

The Zoom platform provides organisations with a unified and AI-enabled cloud communication, collaboration, and customer contact solution. As the world's first Zoom CX Competency Partner, Acceleraate provides specialist, UK-based Support, Change Management, and CX as a Service for Zoom customers.

Features

• Fully Accredited Zoom CX Competency Partner
• UK-based Service & Support Teams
• Technical Support for Zoom CX & Phone
• Change Management for Zoom CX & Phone
• CX as a Service for Zoom CX & Phone
• Committed Service SLAs

Benefits

• Complete Platform Management Reduces Internal Effort
• Proactive Iteration & Innovation Services Maximises RoI
• UK-based Expert Team Reduces Business Risk & Costs
• Complete Peace of Mind for Zoom Customers
• Bespoke Packages Available For Specific Needs
• UK's Most Experienced Zoom CX Partner

£1,500 a unit a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at frameworks@acceleraate.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

811625099861099

Contact

Matt Cowell
0161 552 5852
frameworks@acceleraate.com

Planning

• Planning service: Yes
• How the planning service works: Acceleraate are CX and Contact Centre specialists with over two decades of experience. Our experts take a highly consultative approach to the planning, analysis, solution design and implementation of projects, based on the specific requirements of each customer and our extensive industry knowledge.; ; Our DevOps team works in Agile to ensure continuous delivery, validation and responsiveness to change during implementation.; ; We are also highly experienced in integrating a wide variety of other partner and vendor tools, ensuring that our clients achieve the efficiency gains promised by cloud migration, and maximise their investment.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Zoom
  • Amazon Web Services

Training

• Training service provided: Yes
• How the training service works: Acceleraate provides a variety of training and enablement services for clients. Operational training services include - user training, agent training, supervisor training, team leader training, reporting user training, QA user training. We also offer hands-on enablement for system administrators, ensuring they become self-sufficient in the day-to-day management of the Zoom platform. Enablement can be delivered as part of an implementation project, as a separate scope of work, or on an ongoing basis through our CX as a Service proposition.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Zoom Contact Center
  • Zoom Virtual Agent
  • Zoom Admin Portal
  • Zoom Workforce Engagement Management
  • Zoom Quality Management
  • Zoom Phone
  • Zoom Developer Tools

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our team has over two decades of experience in supporting clients across a variety of sectors and of all sizes. We work with new and existing contact centres to help assess, improve, iterate, and migrate clients to cloud. Our Zoom certified solution architects and CX consultants work with clients to understand their strategy, objectives and future vision, and then design solutions and roadmaps to deliver against those goals. Our Zoom certified CX engineers and service teams then build and implement the solution including configuration, custom development, integration, testing, training, enablement and cutover support.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Zoom Contact Center
  • Zoom Virtual Agent
  • Zoom Workforce Engagement Management
  • Zoom Quality Management
  • Zoom Phone
  • Zoom Workspace

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our team are all Zoom certified and are able to perform best practice and optimisation assessments on current implementations as well as thoroughly testing our own solutions and designs, and supporting our clients through UAT. We regularly work with organisations looking to technically and operationally assess the optimal configuration of their Zoom Contact Center, Zoom Virtual Agent and Zoom Phone solutions.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Acceleraate operates a centralised service desk for Zoom Contact Center, Zoom Phone and Zoom Virtual Agent, which provides a single point of contact for all customer requests, support, or managed services. Our Zoom certified support team works collaboratively with Zoom Support providing direct contact with an experienced technical team to provide first line support for customers. Support is provided to offer management, monitoring and technical support of Zoom products and services. We provide a handbook detailing SLAs, KPIs and escalation points. Acceleraate's Change Management service covers the management of moves, adds, changes, and deletions over a range of areas of Zoom with Target Delivery Times (TDT) for completion. Acceleraate CX as a Service is a unique proactive managed service for Zoom which provides a committed resource allowance to deliver ongoing optimisation and development of the client's solution. Our team drives the client's roadmap, continually assessing operational and technical performance, identifying opportunities and challenges, and implementing improvements. This ensures continuous progress against objectives, new feature adoption, and a faster return on investment.

Service scope

• Service constraints: All support is provided remotely, unless otherwise agreed with the client.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Acceleraate offers two Technical Support tiers, subject to client needs: 1) Standard Support (UK office hours, excluding public holidays), 2) Premier Support (24x7x365). We prioritise support tickets from P1 to P4 and encourage customers to contact us via our Support Portal for optimised response times. Our response time for P1 is 30 minutes with Premier Support.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Premier Support provides 24 hour coverage and has guaranteed response times of 30 minutes for P1 – Major, 1 hour for P2 - High, 4 hours for P3 - Medium and 1 business day for P4 - Low. Standard Support is Monday to Friday 09:00 to 17:30 (GMT), excluding Public Holidays. Response times are 1 hour for P1 – Urgent, 2 hours for P2 - High, 1 business day for P3 - Medium, and 2 business days for P4 - Low.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Acceleraate is committed to operating a business that is cognisant of its impact on the environment, and its responsibility towards creating positive social impact. As the company continues to grow, we are committed to raising the awareness of environmental and social responsibilities to all employees through communication, training, and strategic initiatives. Our partner vendors (Zoom, Amazon Web Services) play an important role in enabling remote working for millions of people around the world every day, continuing to help take cars off the road for commuters who are able to work remotely. We’re also taking action to make sustainable choices for our company to lessen our impact on the environment. From an operational perspective Acceleraate has not enforced a return to office mandate, thereby reducing the potential carbon generated by unnecessary commuting and, furthermore, all colleagues are provided with suitable technology to enable them to work from any location. Acceleraate strives to: Respect the environment in which we operate, whilst maintaining commercial and operational viability; Conduct all operations in a manner which wherever possible prevents any harmful environmental effects that result from our activities; Ensure that the technologies and partners that we work with support our environmental and social goals; Promote the efficient use of resources and working patterns to reduce the production of greenhouse gas emissions; Train and educate all employees on environmental responsibilities. Our ESG policy can be found at: https://acceleraate.com/docs/policies/Acceleraate_Environment_Social_Responsibility_Policy.pdf

  Covid-19 recovery

  During the COVID-19 pandemic the collaboration and contact centre industry saw thousands of customers expediting their move to cloud communication services, in a matter of weeks. Acceleraate works with clients today to continue optimising and improving those platforms, ensuring the communication and collaboration services remain fit for purpose for the long-lasting changes that were imposed by the pandemic.

  Tackling economic inequality

  A core tenet of Acceleraate’s social responsibility strategy is through the operation of our own charitable Foundation (the Founded Foundation) which provides bursaries for students from disadvantaged and under-represented groups to access targeted educational courses. The Founded Foundation is a shareholder of Acceleraate and aims to complement traditional/state-provided education with the specific knowledge and skills that all businesses need, reducing barriers to entry for under-represented groups. We would welcome the opportunity to partner with UK government entities as we grow and further embed our Foundation.

  Equal opportunity

  Acceleraate is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. We are also committed against unlawful discrimination of customers or the public. We provide equality, fairness, and respect for all in our employment, whether temporary, part-time, or full-time. We also make opportunities for training, development, and progress available to all staff, who will be helped and encouraged to develop their full potential, so their talents and resources can be fully utilised to maximise the efficiency of the organisation, and their own career path. Our own Foundation (the Founded Foundation) also aims to tackle inequality by providing bursaries for students from disadvantaged and under-represented groups to access targeted educational courses.

  Wellbeing

  Staff welfare and wellbeing has always been at the core of our business. We strongly believe that happy employees create happy customers, and our culture centres around working hard, and resting well. We have not enforced a return to office mandate and, instead, allow our teams to make their own decisions about where and how they work to best effect and for optimal efficiency. Acceleraate is also a National Living Wage employer, committed to ensuring that our staff are properly rewarded for their efforts, reducing the risk of financial stress. We have a system of regular team meetings for all staff as well as company-wide activities. Our Directors have an open-door policy to allow anyone to have confidential discussions. We also offer private healthcare, life assurance, charity volunteering days and a generous PTO allowance to all employees.

Pricing

• Price: £1,500 a unit a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at frameworks@acceleraate.com. Tell them what format you need. It will help if you say what assistive technology you use.