What we’ve done.

• Case Study

The contact centre sits at the heart of every customer-centric business strategy. However, outdated, inflexible technology constrained King Price Insurance’s ability to deliver omnichannel engagement and superior customer service.

The partners collaborated closely during the evaluation project, which kicked off in February 2020. Connect – a Genesys Gold partner – engaged directly with the omnichannel customer experience and contact centre solutions vendor throughout the evaluation process to determine the appropriate solution.

• Case Study

Connect and Genesys fuelled success for one of the world’s leading contact centre at a multinational oil and gas companies. The company has operations in more than 80 countries, providing their customers with fuel and oil products for transportation, energy for heat and light, and retail services and petrochemicals products for everyday needs.

• Case Study

Brittany Ferries engaged Connect to address operational challenges and subsequently embraced a broader digital transformation strategy to enhance CX that enabled impressive results. “These positive results demonstrate the value that investing in contact centre modernisation can deliver”
– Paul Acheson, Group Director Sales and Marketing at Brittany Ferries

• Case Study

The iOCO team contacted Connect to find the appropriate solution within the Genesys stable. Following a comparison analysis in terms of functionality and commercial viability, the team determined that Genesys Cloud was the best fit-for-purpose solution for their contact centre.

• Case Study

Northumbrian Water Limited (NWL) is on track to achieve its aim of becoming the UK’s leading water company. Now, with the Genesys Cloud CX® platform, bots triage contacts and route customers to the right advisor the first time. Employees blend calls with web messaging, Facebook and WhatsApp messages, starting conversations off the right way guided by accurate data and knowledge articles.

• Case Study

Connect has helped Severn Trent Water implement a digital-first strategy that is transforming the customer experience and driving efficiency. The migration to a solution based on Genesys Cloud contact centre has enabled more interactions to be handled via digital channels. Chatbots now successfully manage 24% of incoming messaging contact end-to-end, delivering a highly effective service for customers. Read full case study here.

• Case Study

Find out how Connect SA used Zendesk to unleash a CRM and CX revolution at home improvement solutions provider Leroy Merlin, South Africa, transforming the company’s customer engagement with a centralised contact centre solution that could handle customer inquiries efficiently across digital & voice channels and integrate new intelligent capabilities & automation.

• Case Study

First Customer Contact wanted a partner that could not only maintain the status quo, but take its operation forward. Managers contacted Amazon Web Services (AWS) to ask for some suggestions of alternative partners; having met four, the First Customer Contact team was unanimous in its choice of Connect.

• Case Study

Following extensive consultations with Connect SA, First Group Management decided to migrate to Genesys Cloud contact centre and Go-live when the company’s Pure Engage contract ended. The established relationship with Connect and the company’s experience with Genesys ensured the company could trust the team to manage the cloud migration.

• Case Study

Thanks to the Genesys Cloud contact centre solution, Connect enabled Singular Systems in South Africa to improve the number of calls answered by a single agent, enabled remote working, enhanced monitoring providing valuable insights, and provided ease of access to new capabilities.

• Case Study

When a Durban-based sports and betting entertainment and online gaming operator experienced robust customer growth, the company required a more efficient way to track customer queries from inception to completion across multiple channels. Connect’s Business Enablement Services (BES) team spent three days on site analysing the contact centre and recommended implementing Zendesk Suite Enterprise as a single point of aggregation for all customer service queries and channels.

• Case Study

How Connect helped Ireland’s Health Service Executive to maintain services during the COVID-19 pandemic.

• Case Study

NSPCC chooses Genesys and Connect to break down barriers to multi-channel contact.

• Case Study

In this webinar, Dan Heap, Head of Automation at Paddy Power Betfair, explains how voice is used to support the company’s opti-channel approach. In conversation with Connect’s Jack Godfrey, Dan also discusses why the Amazon Connect contact centre portfolio is the perfect fit for this approach. 

• Case Study

Connect was appointed to provide a solution built on the Amazon Connect contact centre, that not only offered the features the client wanted but also a flexible pricing model

• Case Study

We replaced the Motor Insurance Bureau’s ageing telephony and contact centre infrastructure with a new cloud-based solution, delivering efficiency savings, improving flexibility and enhancing the experience for key user groups including frontline police officers.

• Case Study

We’ve transformed Stericycle’s UK network, providing the capacity, reliability and performance it needs across 45+ sites. Our innovative mix of connectivity solutions overcomes the challenges associated with its remote locations.

• Case Study

Since implementing the Genesys cloud contact centre solution with Connect SA, Sun International’s conversion rate has improved significantly from 13% to 45%. Sun International hit the contact centre jackpot. Find out how your business can do the same.

• Case Study

We implemented an Amazon Connect contact centre for Travis Perkins’ HR team, supporting the group’s 28,000 staff. The solution is more reliable, flexible and efficient than the ageing platform we replaced.

• Case Study

We’ve supported Provident Financial’s Genesys contact centre for over a decade, improving the customer experience through faster response times and a more flexible operation with Workforce Optimisation. The solution saves the lender at least £200k a year.

• Case Study

We took over the support of Johnson & Johnson’s EMEA networks – covering 54 systems and 56,000 ports. We’ve improved reliability and performance across the multi-vendor estate, maintaining 99.8% performance against robust SLAs.

• Case Study

We standardised voice communications across 110 sites for a global beauty company, migrating over 20,000 users, updating thousands of licenses and cutting call costs by USD $600k a year.

• Case Study

When a Fortune 500 energy company’s transformation programme was stalling, we brought it back on track. We became its primary partner, overseeing the successful delivery of the programme to standardise technology and processes across its business, and identifying and implementing further savings along the way.