Category: Digital Transformation.

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. “While already a dominant trend in recent years, many operators have realised that rushing into AI implementations caused more challenges that it solved, especially when it comes to generative or GenAI,” explains Martin Cross, Chief Technology Officer at Connect.

By Charlene George, Sales Director at Connect.

The business landscape is rapidly evolving with significant investments in digital modernisation aimed at delivering a seamless customer experience (CX).

Many companies have adopted various combinations of Contact Centres (CC or CCaaS), Customer Service Management (CSM), and Customer Relationship Management (CRM) platforms to cater to consumer preferences for omnichannel engagement.

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

From chatbots that closely mimic real human beings to conversational experiences where customers can seamlessly transition from one channel to another without a loss of context, immersive CX boils down to one simple idea: people want to be seen and heard, and be treated as the highly valued customers they are, not as a transaction or a ticket.

The Covid-19 pandemic has turned organisations inside out. Instead of traditional in-house working practices, large numbers of staff continue to work remotely, at least part of the time.\

Seeking to solve the puzzle of security for the hybrid working model?

A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans to continue operations, as smoothly as possible, should any of those scenarios arise. This is what we learned so far from the Covid crises.

At Connect, our expert team solved complex contact centre challenges during COVID-19 that the larger OEMs and SIs couldn't. Discover some of the problems we’ve helped our customers overcome, and find out how we help our partners build best-fit solutions for their customers.

After being forced to experience remote-working en-masse through the COVID-19 pandemic, many feel that the days of the traditional office-based working are a thing of the past. Many companies have been forced to rush into implementing or extending home-working solutions at pace and, as such, have lived with several compromises to achieve employee safety.

Countless companies rely on contact centres to service customer queries and generate sales revenue. The contact centre is an established institution but there is an ongoing change in the technology that underpins its operations. Businesses that fail to engage with contact centre transformation risk irritating their customers and provoking the ire of leaders that question excess costs.