Insights.

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

Whitepapers & Articles.

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Getting started with natural language.

Article

If you’re not already exploring how to use intelligent virtual assistants in your contact centre, you soon will be. The case for enabling customers to complete interactions without speaking to an agent keeps growing.

How To Update Your Communications Tech For A Remote Working World.

Article

The Covid-19 pandemic has turned organisations inside out. Instead of traditional in-house working practices, large numbers of staff continue to work remotely, at least part of the time.\

Seeking to solve the puzzle of security for the hybrid working model?

Uncovering the Future of the Contact Centre: A Balance Between Technology and the Human Touch.

Article

New and evolving technology has been enabling UK contact centres to rapidly transform the ways they interact with customers. Compound this with evidence that customers are willing to adapt and try new channels in unprecedented ways, and it might seem that human-led contact centre support is becoming redundant.

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Press releases.

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Connect appoints Glen Robinson as Chief Operating Officer.

Press Release

Communications specialists Connect are pleased to announce the appointment of Glen Robinson as the company’s Chief Operating Officer. Glen, who has worked in established global organisations and more recently a VC-backed pre-profit business, joined in January 2023

Connect acquires Pivotal Data and illation.

Press Release

Double acquisition strengthens footprint in South Africa market and adds market-leading skills to Connect’s global offering

Connect attains AWS Advanced Partner status.

Press Release

Communications experts Connect have been awarded Advanced partner status by Amazon Web Services (AWS). The accreditation underlines Connect’s expertise with the AWS portfolio.

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Podcasts.

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

Podcast

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.

Podcast

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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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?

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?

How customer empathy delivers in the contact centre.

Webinar

Businesses are working very hard to meet the increasing demands of their customers while balancing very real business challenges, such as absence in flux due to the pandemic and supply chains under strain.

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