Insights From Connect | Connect
Insights_0.2-Connect_contact_centre_as_a_service_CcaaS_business_specialist_UK_South_Africa_2024

Insights.

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

Blog.

View all

Insider attacks a major threat in the contact centre environment.

  • Article

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.

While access to this information is vital to business success, it also represents a growing target for malicious actors, with the threat from within becoming a more prolific risk.

Read more

Embracing AI in the contact centre starts with a top-down analysis.

  • Article

The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024.

According to Gartner Inc., the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre space.

Read more

Securing your contact centre from internal threats.

  • Article

As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to data confidentiality and operational stability due to potential breaches and data leaks.

“While insider threats are an often overlooked aspect of the constantly evolving cybersecurity risk landscape, they pose significant risks to contact centre operators,” says Andy Green, BLOCKPHISH CEO and co-founder.

Read more

eBooks.

View all
2024-Connect_Genesys_Contact_Centre_Buyers_Guide_2024_V1

Future of the contact centre.

  • eBook

Download the 2024 contact centre buyer’s guide for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about cloud contact centre deployment strategies.

Read more
voice bots and AI Automation chatbots for contact centres _ai contact centre solutions

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.

Read more
Zendesk CX Trends 2024 by Connect - Zendesk Partner Reseller South Africa, UK, London.

CX Trends Report 2024.

  • eBook

With 70% of CX leaders rethinking their entire customer journey, this is the year of massive transformation. In this report, Zendesk reveals ten CX trends pushing the customer experience towards a smarter future.

Read more

Case studies.

View all
alexforbes image

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.

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

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.

Read more

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.

Read more

Press releases.

View all

Connect strengthens Salesforce partnership.

  • Press Release

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

Read more

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.

Read more

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.

Read more

Discussions.

View all

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.

Read more

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.

Read more

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?

Read more

Past webinars.

View all

The threat from within: Securing your contact centre.

  • 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?

Read more

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?

Read more

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?

Read more

Find out how we can help your business communicate better.

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

Connect with us now.

New web: Contact Us

"*" indicates required fields

New web: Contact Us

"*" indicates required fields

Consent*
This field is for validation purposes and should be left unchanged.