What we’ve done.

• Case Study

The design and deployment of a voice-based digital agent for inbound customer service enabled a financial institution to improve customer engagement through intelligent, always-available support.

• Case Study

The transformation of first notification of loss (FNOL) processes for motor glass claims enabled an insurance provider to improve the speed and efficiency of inbound customer service through an omnichannel conversational AI solution.

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Touchlight Genetics is an innovation-driven contract development and manufacturing organisation pioneering enzymatic GMP DNA production to enable the genetic medicine revolution.

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For nearly 20 years, Bionic has been helping small businesses in the United Kingdom save costs when accessing a range of essential business services.

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StepChange, one of the UK’s largest debt advice charities, has continued to make major strides towards a digitally enabled future following the successful migration of its legacy contact centre infrastructure to a modern, cloud-based Genesys platform.

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Based on its analysis, Connect determined that Ipsos needed a secure solution that would reduce costs, create opportunities to access new capabilities and offer greater resilience against outages.

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Alexander Forbes (Alexforbes) is a leading financial services group that provides integrated retirement, investment, life, insurance, healthcare and employee benefit solutions to create, grow and protect client wealth and assets. Alexforbes South Africa is over 80 years old and has more than 1.3 million members under administration and over R450 billion in assets under management.

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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.

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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

Connect ensures a cloud-enabled foundation for King Price. 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.

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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

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.

• 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

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.

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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.

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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

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

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.

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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.

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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.

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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.

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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.