Insights.

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

Whitepapers & Articles.

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Confusion as a service?

Article

By Steven Fricker, Chief Revenue Officer at Connect. Why the cloud era has added a new layer of complexity to picking tech vendors – and how an independent contact centre partner can help. At Connect, because we offer independence and expert knowledge of the CCaaS space, we’re able to help our clients make informed and insight-driven choices about cloud contact centre solutions.

The journey to the contact centre of the future starts in the cloud.

Article

By Martin Cross, Chief Strategy Officer at Connect. As competition for customer retention and loyalty intensifies, establishing a point of strategic differentiation through contact centre transformation will become a business imperative. Against this backdrop, the evolution of the contact centre is accelerating as multiple converging factors exert their influence on engagement and customer experience (CX).

Creating choice in the contact centre.

Article

Customers want choice, and a seamless customer experience (CX). It wasn’t long ago that digital transformation in the contact centre meant adding new channels, as well as cross-training agents or dedicating teams to certain channels. But today, it’s not just about channels;
it’s about how these channels facilitate a connected “fluid” experience.

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Press releases.

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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.

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.

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

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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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