Insights.

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

Whitepapers & Articles.

View all

Cloud technology the key to delivering future-ready CX and EX.

Article

Customers want fast and effective digital communication experiences. Employees want to be successful problem-solvers and feel valued for their contributions. The challenge is deriving meaning and value from all your data across every source to reimagine experience orchestration and journey design.

Contact Centre Buyer’s Guide.

Article

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

5 trends shaping immersive CX.

Article

From chatbots that closely mimic real human beings to conversational experiences where customers can seamlessly transition from one channel to another without a loss of context, immersive CX boils down to one simple idea: people want to be seen and heard, and be treated as the highly valued customers they are, not as a transaction or a ticket.

12

Press releases.

View all

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.

12

Podcasts.

View all

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.

View all

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.

12