Articles.

• Article

By Martin Cross, CTO at Connect.

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

• Article

Crafting exceptional customer experiences (CX) by applying innovative technology has become a strategic differentiator in the digital era.

Businesses that have focused on making incremental improvements to experiences to drive success in every interaction with capabilities like automation, employee empowerment and digital channels have enjoyed quick wins and a competitive advantage.

• Article

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.

• 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.