Category: Contact Centre.

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.

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.

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.

According to research conducted by #Genesys, the global leader in cloud CX and contact centre solutions, there are five trends accelerating customer experience (CX) and employee experience (EX) transformation that will likely persist into the future.

By Martin Cross, Chief Strategy Officer at Connect. With the appropriate training, AI will super-charge live agents as they work alongside the contact center technology in a manner that enhances their skills and empowers them with insights and intelligence to handle higher priority, more complex or sensitive tasks and improve customer engagement.

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.

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).

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.

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.