How Connect Helped New Water Company Wave Introduce an Omnichannel Contact Centre Solution

Posted by Tony Dolan on 14-Aug-2019 10:02:00


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.

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Topics: Customer Experience, Contact Centre, Cloud

How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Posted by Tony Dolan on 07-Aug-2019 10:48:06


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.

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Topics: Customer Experience, Contact Centre, Cloud

How to Improve Customer Experience Using Cloud Contact Centre Technology

Posted by Tony Dolan on 30-Jul-2019 09:12:49

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.


Download our guide to find out '3 Ways Amazon Connect Will Transform Your  Customer Service Capabilities' .

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Topics: Customer Experience, Contact Centre, Cloud

How Connect Helped a Large UK Bank Division Move from Traditional Telephony to the Cloud

Posted by Tony Dolan on 22-Jul-2019 14:25:46


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.


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Topics: Customer Experience, Contact Centre, Cloud

4 Metrics to Consider When Building a Business Case for Unified Communications Transformation

Posted by Tony Dolan on 15-Jul-2019 14:39:31


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).

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Topics: Unified Communications, Digital Transformation

Connect Managed Services and G3 Comms Announce Merger

Posted by Tony Dolan on 03-Jul-2019 09:19:19

  • 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.
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Topics: News

Why User Engagement is Vital for Successful Digital Transformations

Posted by Tony Dolan on 18-Jun-2019 11:23:04

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?


Download our guide to learn more about 'The benefits of Unified Communications  and how to get there'.

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Topics: Unified Communications, Digital Transformation

Boost Productivity and Save Time with Unified Communications

Posted by Tony Dolan on 12-Jun-2019 14:43:30

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.

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Topics: Unified Communications

Digital Transformation Using Unified Communications and Collaboration Technology

Posted by Kate Sparrow on 17-Apr-2019 09:00:00

The concept of digital transformation is most often thought of as the process of improving customer experience through the use of omni-channel Contact Centre technology.

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Topics: Unified Communications, Digital Transformation

5 Automation Techniques to Increase Contact Centre Efficiency

Posted by Kate Sparrow on 16-Apr-2019 08:30:00

There is little doubt that automation is the way forward for Contact Centres.

It’s estimated that 85% of customer interactions will be automated before long.

The human touch is still as important as ever. People don’t mind talking to machines, as long as it works well and isn’t relied upon too much. An over-reliance on automation can negatively influence a customer’s overall perception of the service.

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Topics: Contact Centre