Insights.

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

Blog.

View all

How AIOps is changing network management.

Article

For decades, enterprise network support operated with a break-fix model that relied on reactive fault reporting and manual workflows to fix faults and maintain uptime and application availability.

Data-driven insights: CX transformation is an AI-led evolution.

Article

Customer experience (CX) transformation in the contact centre is not a project with a fixed endpoint; it is a continuous discipline in which organisations measure the quality of every customer interaction, identify the causes of friction across channels, adapt service workflows, and reassess the results as customer expectations and business priorities evolve.

Building a customised voice bot with your own NLU data.

Article

When attempting to deploy conversational artificial intelligence (AI) across diverse global markets, enterprise operators frequently discover that off-the-shelf voice solutions degrade rapidly when confronted with under-represented languages, regional dialects, and complex code-switching patterns.

12

eBooks.

View all

Modelling your contact centre AI investment: Avoid the hidden tax.

eBook

As contact centre AI deployments scale, the hidden cost of pushing every interaction through frontier-scale LLMs is becoming increasingly visible – in compute spend, latency, sustainability targets, reliability, data security and, ultimately, cost to serve.

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

What makes an AI model fit for purpose in contact centres.

eBook

Contact centre leaders are under increasing pressure to reduce costs and improve customer experience. While Generic Artificial Intelligence (AI) solutions may promise quick wins and efficiency savings, they rarely deliver sustainable results.

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.

12

Case studies.

View all

Financial Services.

Case Study

The design and deployment of a voice-based digital agent for inbound customer service enabled a financial institution to improve customer engagement through intelligent, always-available support.

Insurance.

Case Study

The transformation of first notification of loss (FNOL) processes for motor glass claims enabled an insurance provider to improve the speed and efficiency of inbound customer service through an omnichannel conversational AI solution.

Touchlight.

Case Study

Touchlight Genetics is an innovation-driven contract development and manufacturing organisation pioneering enzymatic GMP DNA production to enable the genetic medicine revolution.

12

Press releases.

View all

Benchmarking report finds orchestrated SLMs outperform frontier LLMs.

Press Release

Connect, an AI-enabled CX specialist has published a technical benchmarking report evaluating the deployment viability of compact Small Language Models (SLMs) across enterprise workloads.

Connect named Verint CX Partner of the Year at EMEA Partner Summit.

Press Release

Connect, a global customer experience (CX) systems integrator and AI-led transformation partner, has been named Verint CX Partner of the Year at the EMEA Partner Summit in Budapest.

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..

12

Discussions.

View all

AI Data-Driven Insights.

Discussion

Cost control, customer expectations, performance targets, and automation ambitions. Contact centre pressures are rising. Meeting those demands requires more than just action. It requires understanding, insight, and clarity from vast amounts of data. While other AI insight solutions can process data at scale, the true value comes from interpretation, not processing. Connect does it differently.

Reshaping customer interactions with Elerian Digital Agent.

Discussion

Elerian’s advanced, automated AI-powered digital agent delivers secure authentication, personalised support, and empathetic care.

Deploying conversational AI with purpose.

Discussion

In this VUX World discussion, Kane Simms and Martin Cross, President at Connect, discuss a common challenge many businesses are facing when deploying AI technology. Deployment without proper design or context.

12

Past webinars.

View all

How to escape the hidden LLM cost trap.

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.

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.

12

Ready to modernise your customer experience and turn AI into measurable operational value?

Speak to our team about how Connect can help you transition, transform and optimise your contact centre and CX environment.

Connect with us now.

New web: Contact Us

"*" indicates required fields

New web: Contact Us

"*" indicates required fields

X/Twitter

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

First name*

Last name

Email address*

Telephone number*

Company name*

How did you learn about Connect?

Your query

Consent*

I have read and understood the Privacy Policy and I agree to my information being processed for the purposes described in the *