Contact centres are being asked to do more than ever before - reduce cost, improve experience and adopt AI - all while remaining stable, compliant and resilient.
Org’s Contact Centre as a Service Solutions is an AI-enabled operating model built on Amazon Connect and powered by Fizz, Org’s interaction intelligence platform of choice. We partner with you through change, combining insight, cloud technology and proven delivery to embed AI in ways that deliver real operational value.
This is not AI experimentation or platform-led transformation.
It is a pragmatic, business-led approach to running and improving modern contact centres.
Why use Contact Centre as a Service Solutions now?
AI and automation are reshaping customer service expectations, but many organisations are constrained by legacy platforms, fragmented insight and fear of disruption.
Common challenges include:
- Rising cost-to-serve driven by avoidable demand
- Limited visibility into customer journeys and drivers of performance
- Legacy technology restricting AI and automation adoption
- Risk associated with introducing AI into live service environments
- Pressure from boards to adopt AI without a clear execution model
Contact Centre as a Service Solutions provides a controlled way to modernise service, reduce cost and adopt AI with confidence.
Our AI-enabled CCaaS model
Our model brings together three integrated components, delivered and governed as one.
Amazon Connect as the Core Platform
We design and operate contact centres on Amazon Connect, providing a secure, scalable and cloud-native foundation for customer service. This enables rapid adoption of capabilities such as intelligent routing, conversational AI and real-time analytics, while integrating with your existing systems and data.
Insight, Automation & Agentic AI with Fizz
Fizz captures and analyses every customer interaction across channels, turning unstructured conversations into actionable insight. It provides visibility into demand, journey friction and agent performance, and supports the targeted deployment of automation and agentic AI - helping reduce cost-to-serve, improve resolution and strengthen operational control.
Proven Service Delivery at Scale
Through the capability and scale of Org Group, we operate and continuously improve contact centres in complex and regulated environments. This ensures AI and automation are embedded into real-world operations, not layered on top of broken processes.
All delivered through a single, accountable operating model.
The outcomes that matter
Our Contact Centre as a Service Solutions engagements focus on measurable, leadership-level outcomes:
- Lower cost-to-serve through AI-driven demand reduction
- Reduced live contact volumes via automation and improved journeys
- Improved service stability and operational resilience
- Faster resolution supported by agentic AI
- Greater confidence in governance, reporting and AI adoption
The result is a contact centre that is efficient, resilient and genuinely future-ready.
Why Org?
Most providers lead with platforms or AI capability. Org leads with partnership and outcomes.
We believe AI-enabled transformation only succeeds when organisations are supported through change - not handed technology and left to implement it alone. We work alongside our clients to ensure Amazon Connect, Fizz and AI capabilities are adopted safely, governed effectively and embedded into day-to-day operations.
Through the capability and scale of Org, we bring together advisory, technology and delivery - reducing fragmentation, lowering risk and creating lasting success.
Partner with Us
Conversation begins with a focused assessment to identify where AI, automation and platform change will deliver the greatest value. From there, we develop a phased roadmap that enables early benefits while protecting service stability and building long-term capability.
It’s simple. If you’re under pressure to adopt AI, reduce cost-to-serve and modernise your contact centre without increasing risk, we can help.
