Insights.

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

Blog.

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Picking the right path in a changing CX landscape.

Article

By Steven Fricker
Connect Chief Revenue Officer Steven Fricker examines why CX technology decision-making is more complex than ever.

The concept of the contact centre is evolving. With customers engaging with you via multiple channels (sometimes simultaneously), the ability to manage the omnichannel experience has become more important than answering and routing calls.

Bespoke solutions to address unique business challenges with Connect360.

Article

Business challenges are never uniform, so why choose an off-the-shelf solution that fails to adequately address your unique operational and customer experience (CX) needs? Every aspect of the Connect360 Business Enablement Services empowers organisations to prioritise innovation and deliver exceptional customer experiences that foster brand loyalty and drive business growth, both now and in the future.

Don’t jump the Gen AI gun to realise returns on AI investments.

Article

By Martin Cross, CTO at Connect.

The journey to Gen AI in the contact centre requires careful planning and implementation. The desire to leapfrog the AI lifecycle and invest in relatively expensive Gen AI capabilities without first putting the fundamental building blocks in place can result in unsuccessful and costly AI implementations.

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eBooks.

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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.

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.

Contact Centre Buyer’s Guide 2024.

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.

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Case studies.

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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.

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.

Brittany Ferries.

Case Study

Brittany Ferries engaged Connect to address operational challenges and subsequently embraced a broader digital transformation strategy to enhance CX that enabled impressive results. "These positive results demonstrate the value that investing in contact centre modernisation can deliver"
- Paul Acheson, Group Director Sales and Marketing at Brittany Ferries

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Press releases.

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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.

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.

Connect extends Five9 partnership to South Africa to enhance the choice of CCaaS solutions offered.

Press Release

Connect, the UK-based enterprise communication solutions provider, today announced it has extended its partnership with Five9, the intelligent CX platform provider into South Africa as the company continues to expand its extensive customer engagement offering in the country.

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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.

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.

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?

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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