75% - 90% of GenAI PoCs don’t reach production..
Connect is proud to sponsor Contact Babel’s
Inner Circle Guide to Agentic AI, exploring how
organisations can overcome the barriers to deployment.
AI-enabled customer experience.
Operationalising AI for measurable CX impact.
We’re Connect, a global AI-enabled CX specialist and digital transformation partner. We boldly help organisations modernise customer journeys and optimise service operations across every touchpoint, applying AI where it delivers measurable operational value.
Our differentiation lies in the experience we’ve gained from operating CX in the real world. Our approach is grounded in real-world CX operations, ensuring AI and automation deliver measurable impact.
We transition, transform and optimise contact centre and CX platforms, combining architecture, data-driven insights and applied AI to operationalise AI in CX at scale. This reduces risk, accelerates value and avoids the common failure modes of CX transformation: prolonged programmes, platform lock-in, and change initiatives without measurable outcomes.
Optimisation through data-driven insights.
Unlock the full potential of your customer interactions.
Connect's Data-Driven Insights (DDI) service turns complex, unstructured customer interaction data into clear, actionable intelligence. Using AI-driven analytics across voice, chat and email, DDI uncovers the root causes of inefficiency, quantifies performance drivers such as handling time and sentiment, and identifies where automation, workflow optimisation and targeted investment can deliver the greatest value.
Combining advanced analytics with CX expertise, validation and expert review, DDI ensures findings are accurate, meaningful and actionable — providing a structured foundation for continuous improvement and a clear roadmap for AI transformation.
Explore our insights.
We have a proven track record of turning complex challenges into outcomes-based, services-led solutions.
Connect’s consultation was vital to our migration, taking the time to help us build a cloud migration roadmap.
Connect took the time to help us build a cloud migration roadmap, which included consultations to understand functional requirements, scope of work, budgets and timelines.
Etienne Naude, Chief Information Officer - Alexforbes
We have had improvement across various metrics, including a reduction in the call abandonment rate from 50% to 15%
The results demonstrate the value that investing in contact centre modernisation could deliver and show how these digital capabilities could support the company's overall digital ambitions and revolutionise CX.
Paul Acheson, Group Director Sales and Marketing - Brittany Ferries
The solution automated high-volume customer interactions and improved response times in a secure and compliant environment.
A conversational AI agent capable of handling inbound voice calls delivered ID&V functionality, self service enablement, intelligent triaging and intent recognition.
A leading financial services provider
Through an omnichannel conversational AI solution we were enabled to improve the speed and efficiency of inbound customer service.
By integrating channels, the digital agent was able to manage high volumes of customer interactions seamlessly, delivering faster resolutions, improved accessibility, and a more connected customer experience across channels.
A leading insurance provider
With Connect we retired five siloed systems, resulting in a 48% reduction in TCO, which topped our expectations.
In addition to metrics, the migration offers the functionality for an accurate measure of the service levels, helping King Price on their journey to service levels exceeding 80%.
Bianca Nel, Product Owner, Telephony - King Price
Customer satisfaction scores soared to 79 from a negative net promoter score (NPS) before the implementation.
With agents being able to address more tickets due to efficiency, the overall customer satisfaction rose above expectations.
Dmitriy Anderson, CIO and Head of E-commerce and Marketplace Strategy - Leroy Merlin South Africa
Within two weeks, we saw an 89% fall in the transfer rate and a six-point rise in customer satisfaction.
Across every measure, Severn Trent has seen tangible benefits delivered to both customers and employees – which in turn is driving operational effectiveness.
David Halliday, IS Product Manager - Northumbrian Water Limited
StepChange experienced a 60% reduction in misrouted calls into one of the busiest teams following IVR changes.
In addition, improved regional call handling capacity helped one area manage 1,600 more calls per month through better routing and scheduling.
Chris Lovell, Contact Centre Service Delivery Manager - StepChange
The integration of unified digital solutions with everything users need in one place saves us around 60 hours a day on average.
During six weeks, the team deployed the solution across four continents and five customer service centres with over 900 users, supporting 30 languages, over 300 mailboxes and about 100 direct customer lines.
A leading multinational oil and gas company
Ready to modernise your customer experience and turn AI into measurable operational value?
Speak to our team about how Connect can help you transition, transform and optimise your contact centre and CX environment.
Connect with us now.
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