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For new water company, Wave, managing spikes in demand and delivering a strong customer experience is crucial. Here’s how we helped the business to achieve this.

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge.

Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong.

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help.

Connect helped part of a large UK bank to implement a fully managed Cloud service while educating and empowering its team to ensure smooth adoption. Here’s how.

With the help of Connect, an Internet-branded bank successfully moved from a traditional telephony solution (Avaya on-premise kit) to the Cloud (Amazon Connect) for the first time in its history.

As with many large global organisations, its Contact Centre environment was complex, requiring a partner capable of not only introducing the technology but ensuring buy-in from internal stakeholders by educating and empowering the team.

Here’s how Connect rose to the challenge.

There is no doubt that Unified Communications (UC) make a workplace more convenient for its employees. UC platforms such as Microsoft Teams and Cisco Webex Teams make remote collaborative working much easier and faster.

But, as with most important decisions in business, whether or not to implement UC transformation often comes down to the return on investment (ROI).

• Merger backed by recently formed private equity fund, Apiary Capital.
• Creates one of the UK’s largest Customer Experience and Unified Communications specialists.
• Combined group has annual revenues in excess of £55 million.

We all know that Unified Communication (UC) transformation success is not guaranteed. Large technology projects are highly complex so it’s no wonder some fail. Every IT professional is aware of the frustrating implications of a corporate IT project that just doesn’t meet its goals. This is true for Unified Communications (UC) transformations too.

A survey carried out by the Standish Group found that throughout the early 2010s the proportion of IT projects that were described as failed remained at around 20%. But what is it that causes the implementation of established, standardised technologies to disappoint so frequently?

Gone are the days of business teams working in the same office, the same building, or indeed the same country.

We live and work in the globalised era. The internet-powered communication age.

Technology has profoundly changed the way we do business. Communication has never been easier, and departments and teams are no longer restrained to one office.

But this communication revolution has created challenges.

Having voice technology in your Contact Centre software enables you to streamline interactions and enhance the customer experience, saving time and money. Read on to discover how one of the UK’s top four supermarket chains did just that.