Our clients.

• 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

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

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

Managed services provider Fordway wanted to introduce a more transparent and streamlined way of managing their customers service and support requirements . Connect deployed ServiceNow CSM, giving end customers more visibility through a flexible portal but also optimising resourcing and reporting for Fordway.

• 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

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

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

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

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

Why Brittany Ferries has chosen Connect’s managed services for operational support and service enhancements. Read the full Connect case study for more.

• Case Study

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?

• 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

Moving to a Genesys PureCloud contact centre across its 82 sites has reduced waiting times and call abandon rates for Volkswagen Trade Parts Specialists. Our solution also included enhancing network connectivity.

• 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

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.