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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Does your CX deliver true societal impact?

  • Article

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact. From customer satisfaction (CSAT), net promoter score (NPS) and retention statistics to average handling times (AHT), first contact resolution (FCR) rates and customer lifetime value (CLF), these metrics typically emphasise the utilitarian aspects of contact centre effectiveness and ease of use.

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5 key trends shaping the contact centre in 2025.

  • Article

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. “While already a dominant trend in recent years, many operators have realised that rushing into AI implementations caused more challenges that it solved, especially when it comes to generative or GenAI,” explains Martin Cross, Chief Technology Officer at Connect.

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How automation drives contact centre efficiency in South Africa.

  • Article

Recent years have witnessed significant transformations in business operations, driven by digital migration, technological advancements, and post-pandemic factors. These shifts have brought innovative solutions such as AI for contact centres to the forefront, reshaping customer service and operational workflows. Increasing investment opportunities made possible by advancements in technology continue to contribute to uplifting the economy of South Africa.

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eBooks.

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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.

From customer satisfaction (CSAT), net promoter score (NPS) and retention statistics to average handling times (AHT), first contact resolution (FCR) rates and customer lifetime value (CLF), contact centres apply various metrics to measure and benchmark CX.

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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. Enabled by technology, the very best organisations are re-imagining how they interact with customers and deliver memorable outcomes.

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Plotting the journey to generative AI adoption in the contact centre.

  • eBook

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018.

All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.

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Case studies.

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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.

  • Case Study

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.

The partners collaborated closely during the evaluation project, which kicked off in February 2020. Connect – a Genesys Gold partner – engaged directly with the omnichannel customer experience and contact centre solutions vendor throughout the evaluation process to determine the appropriate solution.

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Leading global energy solutions provider.

  • Case Study

Connect and Genesys fuelled success for one of the world's leading contact centre at a multinational oil and gas companies. The company has operations in more than 80 countries, providing their customers with fuel and oil products for transportation, energy for heat and light, and retail services and petrochemicals products for everyday needs.

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Press releases.

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Connect strengthens Salesforce partnership.

  • Press Release

Connect is strengthening its partnership with Salesforce to deliver personalised, context-aware and AI-enabled customer experiences.

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Connect360 ready to set the new standard in CX.

  • Press Release

The race for the future of customer experience (CX) is on and Connect is leading the pack with the launch of its Connect360 suite of integrated business services, setting the standard in CX innovation.

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Connect bolsters CX offering by adding Zendesk to solutions portfolio.

  • Press Release

Connect, a leading provider of innovative customer experience solutions, is excited to announce its strategic partnership with Zendesk, a leading global customer service software company. The partnership aims to revolutionise customer support and engagement offerings in the UK and South African markets by combining Connect’s expertise in customer experience (CX) with Zendesk‘s industry-leading technology.

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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. Martin advocates for a nuanced approach to leveraging #AI and he emphasises the need for strategic planning.

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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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The threat from within: Securing your contact centre.

  • Webinar

In today’s hyperconnected world, contact centres have become vital to business success – but they also represent a growing target for internal threats. 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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Virtual agents: why businesses are embracing AI assistants in the contact centre.

  • Webinar

As we inch out of lockdown, organisations in every sector are faced with the challenge of predicting what the workplace of the future will look like. How soon can staff return to offices and will they all want to? Will consumer habits developed during the pandemic – notably, an increased reliance on digital channels – endure?

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