Connect | Utility Week Forum 2024, London, 17-18 January 2024

Driving game-changing CX.

About Connect.

Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant CX technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences, and simplifying complex communication challenges.

As an established and multi-award-winning Genesys Gold partner, we offer exceptional capabilities in extracting unparalleled value from data and AI, paving the way for deeply connected, personalised end-to-end customer and agent experiences. Our collaborative ecosystem ensures seamless data sharing, advanced analytics, and workflow automation, ultimately positioning Connect as the preferred technology partner for organisations seeking to drive innovation and create truly frictionless customer journeys.

Connect stands out for our proven track record, implementing solutions that consistently earn industry accolades, showcasing our commitment to excellence and innovation.

With a footprint in key markets such as the UK, USA, and South Africa, we bring global expertise to organisations seeking transformative solutions.

Delivering a digital-first CX at Severn Trent.

Severn Trent Water has undergone a customer-centric digital transformation in partnership with Connect, who facilitated their migration to a Genesys Cloud contact centre. The migration has allowed for a significant shift to digital channels, with chatbots managing 24% of messaging contacts end-to-end. The strategic focus on self-service, automation, and improved call handling has resulted in a substantial increase in first contact resolution, shorter call times, and a noteworthy reduction in service complaints.

Opening the tap on digital innovation at Northumbrian Water Limited.

Northumbrian Water Limited, in partnership with Connect, has emerged as a leader in the UK’s water sector. Connect leveraged the Genesys Cloud CX platform, and seamlessly integrated innovative channels such as WhatsApp, Facebook, and web messaging for Northumbrian, earning them the top spot in Ofwat’s “customer measure of experience” rankings. Connect’s agile approach, coupled with Genesys technology, has resulted in reduced transfer rates, improved response times, and increased customer satisfaction.

eBook: How water companies can best deploy digital-first strategies for greater Ofwat PR24 and C-Mex success.

With Ofwat dictating water utility income through PR24 incentives and customer Measure of Experience (C-MeX) rankings, delivering better customer care has never been more important for water companies in England and Wales. The challenge for service, contact centre, and digital transformation leaders is to pinpoint specific customer journeys and solutions that can make the most impact. Download the eBook to discover how.

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A digital summary, overview and highlights of Utility Week Forum 2024.

Connect + Genesys.

Awarded Genesys’ Digital Partner of the Year and accredited as a Genesys Gold Partner, Connect is the leading communications partner with over 30 years’ of industry experience. When it comes to digital transformation, we are highly skilled in leveraging Genesys solutions for water companies, supporting major digital transformation drives for Severn Trent, Northumbrian Water and South East Water. We always look at delivering a successful, cost-effective migration by re-using and enhancing existing technology with the latest innovations.

About Genesys:
Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale.

Find out how we can help your business communicate better.

To discuss your communications challenges and requirements, get in touch with us today.

Connect with us now.

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