Insights From Connect | Connect
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Insights.

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

Blog.

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Connect and BLOCKPHISH partner to deliver AI cyber advisory services.

  • Article

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

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6 AI-driven digital tools to improve customer service.

  • Article

In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.

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How AI solutions for contact centres reduce costs and improve efficiency.

  • Article

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

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eBooks.

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ai trends 2025

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.

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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.

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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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ipsos case study image

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.

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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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King Price preferred insurance contact centre solution, best call centre software vendor partner south africa 2024-1

King Price.

  • Case Study

Connect ensures a cloud-enabled foundation for King Price. The contact centre sits at the heart of every customer-centric business strategy. However, outdated, inflexible technology constrained King Price Insurance’s ability to deliver omnichannel engagement and superior customer service.

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Press releases.

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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.

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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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Centralise contact centre call recordings with solution-agnostic Connect Call Vault.

  • Press Release

The Connect Call Vault (CCV) is a new web-based application developed to give customers the ability to search, playback and download call recordings stored in a centralised repository from legacy or active on-premise and cloud-based contact centre platforms.

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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.

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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.

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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?

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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.

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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, BLOCKPHISH, and SessionGuardian, we delve into the rising threat landscape and securing your contact centre.

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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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Find out how we can help your business communicate better.

To discuss your communications challenges and requirements, get in touch with us today.

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