Category: Contact Centre.

By Martin Cross, CTO at Connect.

The journey to Gen AI in the contact centre requires careful planning and implementation. The desire to leapfrog the AI lifecycle and invest in relatively expensive Gen AI capabilities without first putting the fundamental building blocks in place can result in unsuccessful and costly AI implementations.

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018.

According to research conducted by #Genesys, the global leader in cloud CX and contact centre solutions, there are five trends accelerating customer experience (CX) and employee experience (EX) transformation that will likely persist into the future.

Download the 2024 contact centre buyer’s guide for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about cloud contact centre deployment strategies.

By Martin Cross, Chief Strategy Officer at Connect. With the appropriate training, AI will super-charge live agents as they work alongside the contact center technology in a manner that enhances their skills and empowers them with insights and intelligence to handle higher priority, more complex or sensitive tasks and improve customer engagement.

By Steven Fricker, Chief Revenue Officer at Connect. Why the cloud era has added a new layer of complexity to picking tech vendors – and how an independent contact centre partner can help. At Connect, because we offer independence and expert knowledge of the CCaaS space, we’re able to help our clients make informed and insight-driven choices about cloud contact centre solutions.

By Martin Cross, Chief Strategy Officer at Connect. As competition for customer retention and loyalty intensifies, establishing a point of strategic differentiation through contact centre transformation will become a business imperative. Against this backdrop, the evolution of the contact centre is accelerating as multiple converging factors exert their influence on engagement and customer experience (CX).

Customers want choice, and a seamless customer experience (CX). It wasn’t long ago that digital transformation in the contact centre meant adding new channels, as well as cross-training agents or dedicating teams to certain channels. But today, it’s not just about channels;
it’s about how these channels facilitate a connected “fluid” experience.

To say that the previous three years have undergone a significant transformation would be an understatement. Commencing from the initial disruptive impact of the pandemic to the continuing economic unpredictability, enterprises globally have been compelled to substantially alter almost every aspect of their functions.