Connect bolsters CX offering by adding Zendesk to customer service solutions portfolio.

Connect bolsters CX offering by adding Zendesk to solutions portfolio.

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 market by combining Connect’s expertise in customer experience (CX) with Zendesk‘s industry-leading technology.

Connect’s acquisition of illation, a premier Zendesk partner based in South Africa, further bolsters the partnership. illation brings to the table a wealth of knowledge in configuring, optimising, and seamlessly integrating Zendesk with a variety of complementary products.

This strategic partnership reinforces Connect’s commitment to global customers by offering comprehensive and tailored solutions to fulfil each customer’s unique requirements, leveraging illation’s expertise on Zendesk with Connect’s local knowledge to bring enhanced value to businesses in the UK.

“We are thrilled to partner with Zendesk in the UK to bring our innovative CX solutions to the local market,” said Gert Swart, Group CTO of Connect.

“The extensive APIs available from Zendesk make custom development capabilities within Zendesk easy, which allow solution providers like Connect to integrate various customer-specific platforms to enhance customer service by providing agents with a single view of the customer on their screens in real-time.”

Additional solution features and functionality include channel integration, with the ability for customers to seamlessly interact with a contact centre on their preferred channel, as well as workforce management, reporting and analytics.

A fully integrated quality assurance tool empowers supervisors or managers to review interactions as they occurred on the agent’s screen, which they can use to improve performance, support training, or identify areas to improve Customer Satisfaction (CSAT) scores.

“These capabilities create a compelling value proposition for businesses looking to create true opti-channel engagement capabilities as it puts the customer at the centre of every engagement,” continues Swart.

Connect unlocks additional business value and complements the capabilities offered by the Zendesk solution with its Business Enablement Service (BES) methodology. These services encompass the full solution lifecycle from scoping, planning, implementation and customisation to ongoing training, support and consultancy to align with a company’s specific business processes and goals.

“This methodology ensures that we seamlessly integrate the Zendesk solutions and maximise value creation within the business according to each client’s unique requirements. Ultimately, our BES offering empowers organisations to achieve higher operational efficiency, increased customer satisfaction, and improved ROI from the solution,” elaborates Swart.

By leveraging its market-leading cloud contact centre skills and expertise in the company’s consulting and integration teams, Connect can rapidly deploy the Zendesk solution to accelerate a customer’s digital transformation journey and unlock advanced CX capabilities to elevate its customer service levels.

Connect will also benefit from Zendesk’s global partner network and ecosystem that provides customer solutions tailored for every need, with community resources that include training and product support to accelerate business success.

“Zendesk is delighted to partner with Connect in the UK and build upon the successful relationship forged in South Africa where we work with some of the biggest brands in strategic verticals such as finance and gaming”, says Adam Hart, Senior Channel Manager – Middle East & Africa.

“As a vendor-independent solutions provider, including Zendesk in our already extensive portfolio, adds another dimension to our ability to solve a customer’s unique requirements with comprehensive and tailored contact centre and CX solutions,” continues Swart.

“The strategic partnership will revolutionise customer service and CX offerings in the UK market by combining Connect’s expertise with Zendesk’s award-winning technology,” he concludes.

Press Contact:
Ingrid Green
Global Marketing Director, Connect