Insights.

In this section, you can keep up to date with our latest news, views and successes.

Blog.

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Beyond omnichannel: How opti-channel strategies are transforming CX.

Article

On one side, systems of interaction – tools that manage how agents communicate with customers, from voice calls and chat to social messaging.

On the other, systems of record – the back-end platforms that store and organise the data that defines the customer relationship, from CRMs to case management systems.

Tight integration matters as contact centres unite systems of interaction and record.

Article

On one side, systems of interaction – tools that manage how agents communicate with customers, from voice calls and chat to social messaging.

On the other, systems of record – the back-end platforms that store and organise the data that defines the customer relationship, from CRMs to case management systems.

The role of SLMs in contact centre AI risk management strategies.

Article

From the role AI is playing in transforming the risk landscape, with a new class of dynamic threats to data security rooted in generative AI (GenAI) models emerging, to the reputational and operational damage that hallucinations can cause, business leaders need to carefully consider AI in their risk management strategies and policies as adoption ramps up and the technology is deployed more broadly across the business.

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eBooks.

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5 AI trends shaping contact centres in 2025.

eBook

Artificial intelligence (AI) is a prolific technology trend that is set to expand its influence and relevance in the contact centre space in 2025, dominating strategic decision-making and IT budgets.

The societal impact of exceptional customer experience (CX)

eBook

Companies and contact centre operators use numerous means to quantify the impact that exceptional technology-enabled customer experience (CX) has on the business.

2024-Connect_Genesys_Contact_Centre_Buyers_Guide_2024_V1

Future of the contact centre.

eBook

Download the Future of the Contact Centre eBook for insight on how the achievements of recent award winners and conference keynotes, on how clear it is how rapidly UK contact centres are transforming.

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Case studies.

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StepChange.

Case Study

StepChange supports hundreds of thousands of people each year to take control of their finances and work towards long-term recovery. In 2024 alone, over 170,000 people completed full debt advice journeys, and more than 15,000 became free from problem debt.

Ipsos.

Case Study

Based on its analysis, Connect determined that Ipsos needed a secure solution that would reduce costs, create opportunities to access new capabilities and offer greater resilience against outages.

Alexforbes.

Case Study

Alexander Forbes (Alexforbes) is a leading financial services group that provides integrated retirement, investment, life, insurance, healthcare and employee benefit solutions to create, grow and protect client wealth and assets. Alexforbes South Africa is over 80 years old and has more than 1.3 million members under administration and over R450 billion in assets under management.

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Press releases.

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Connect acquires Elerian AI to expand AI services offering.

Press Release

This acquisition uniquely positions Connect to provide digital assistants that provide natural, frictionless caller experiences, which allow our customers to scale their contact centres to meet ever-growing demand, improve customer loyalty and advocacy all whilst reducing costs, according to Martin Cross, President at Connect..

ConnectLive roadshows on the future of AI-enabled contact centres in SA.

Press Release

The roadshow united CIOs, CTOs, Head of Contact Centres, CX decision-makers, technology leaders, and industry innovators for a powerful knowledge-sharing series on the future of AI-enabled contact centres and customer experience in South Africa.

Connect awarded Partner Excellence at Five9 global partner awards.

Press Release

Connect received the Partner Excellence award due to its unwavering commitment to excellence in every facet of the partnership - excelling across various areas, from generating demand to delivering exceptional value throughout the customer lifecycle.

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Discussions.

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Navigating the GenAI era for contact centres.

Discussion

Dive deep into the realm of #AI with Stephen Hobson as he engages in a captivating conversation with Martin Cross. Together, they unravel the transformative power of #GenAI and its implications for contact centres.

Why CX tech convergence means the most important choice is your integration partner.

Discussion

Connect’s Steven Fricker and customer engagement expert Martin Hill-Wilson of Brainfood discuss how the cloud has changed tech procurement and strategy.

Selecting the right contact centre technology.

Discussion

Mike Havard from Davies Group and Tim North from Connect discuss what’s right or wrong about the way organisations go about reviewing and choosing tech. How can they do it better? What gets in the way of effective innovation?

Past webinars.

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Enhancing customer experiences with AI-driven solutions.

Webinar

In this webinar, you’ll explore how AI, automation, and cloud technologies are transforming customer interactions. You’ll also hear from Connect’s customer, Brittany Ferries who has significantly improved their customer experience using Genesys Cloud powered by AWS – and who now plans to harness AI as a key competitive advantage.

The threat from within: Securing your contact centre.

Webinar

As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to both data confidentiality and operational stability. In this crucial webinar, co-hosted by Connect, Avella, and SessionGuardian, we delve into the rising threat landscape and securing your contact centre.

Why Paddy Power Betfair backed Amazon Connect.

Webinar

More and more businesses are opting for a digital-first strategy when it comes to customer contact. But what role does that mean for voice communications? And how does that change the considerations for a contact centre platform?

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