# Connect \| CCaaS, CX, AI, Cloud Contact Centre Solutions Partner: Ccaas \| Contact Centre Solutions \| Call Centre Software Vendor \| Unified Communications and Global Network Services Specialists in UK, South Africa, India and USA\.

> With 35\+ years experience, we're a global AI\-enabled CX specialist\. We help organisations modernise customer journeys and optimise service operations across every touchpoint, applying AI where it delivers measurable operational value\.

Generated by Yoast SEO v28.4, this is an llms.txt file, meant for consumption by LLMs.

## Pages
- [CX Café](https://www.weconnect.tech/cx-cafe/)
- [The future of customer engagement](https://www.weconnect.tech/the-future-of-customer-engagement/)
- [Homepage](https://www.weconnect.tech/)
- [Thank you](https://www.weconnect.tech/cx-cafe/thank-you/)
- [Contact us \| Connect USA \| North America](https://www.weconnect.tech/contact-us/usa/)

## Posts
- [How AIOps is changing network management](https://www.weconnect.tech/insights/articles/2026/10/how-aiops-is-changing-network-management/): For decades, enterprise network support operated with a break\-fix model that relied on reactive fault reporting and manual workflows to fix faults and maintain uptime and application availability\.
- [Data\-driven insights: CX transformation is an AI\-led evolution](https://www.weconnect.tech/insights/articles/2026/09/data-driven-insights-cx-transformation-is-an-ai-led-evolution/): Customer experience \(CX\) transformation in the contact centre is not a project with a fixed endpoint; it is a continuous discipline in which organisations measure the quality of every customer interaction, identify the causes of friction across channels, adapt service workflows, and reassess the results as customer expectations and business priorities evolve\.
- [Building a customised voice bot with your own NLU data](https://www.weconnect.tech/insights/articles/2026/09/building-a-customised-voice-bot-with-your-own-nlu-data/): When attempting to deploy conversational artificial intelligence \(AI\) across diverse global markets, enterprise operators frequently discover that off\-the\-shelf voice solutions degrade rapidly when confronted with under\-represented languages, regional dialects, and complex code\-switching patterns\.
- [Why contact centre data should matter to executives](https://www.weconnect.tech/insights/articles/2026/09/why-contact-centre-data-should-matter/): For decades, analysing contact centre data has been an operational bottleneck, as human analysts were needed to review transcripts and tease out subtle operational differences manually\.
- [The unheard majority](https://www.weconnect.tech/insights/articles/2026/08/why-voice-ai-fails-most-under-represented-languages/): As such, improving Voice AI for neglected customer bases requires a fundamental shift away from large, generic models and adopting specialised, full\-stack systems designed for real\-world complexity\.

## Case Studies
- [StepChange](https://www.weconnect.tech/our-clients/stepchange-strides-towards-digitally-enabled-future-with-connect-and-genesys/): StepChange, one of the UK’s largest debt advice charities, has continued to make major strides towards a digitally enabled future following the successful migration of its legacy contact centre infrastructure to a modern, cloud\-based Genesys platform\.
- [Sun International](https://www.weconnect.tech/our-clients/sun-international-genesys-cloud-contact-centre-solution/): Since implementing the Genesys cloud contact centre solution with Connect SA, Sun International's conversion rate has improved significantly from 13% to 45%\. Sun International hit the contact centre jackpot\. Find out how your business can do the same\.
- [King Price](https://www.weconnect.tech/our-clients/king-price-genesys-cloud-contact-centre/): Connect ensures a cloud\-enabled foundation for King Price\. The contact centre sits at the heart of every customer\-centric business strategy\. However, outdated, inflexible technology constrained King Price Insurance’s ability to deliver omnichannel engagement and superior customer service\.
- [Ipsos](https://www.weconnect.tech/our-clients/ipsos-right-sizes-with-genesys-cloud/): Based on its analysis, Connect determined that Ipsos needed a secure solution that would reduce costs, create opportunities to access new capabilities and offer greater resilience against outages\.
- [Singular Systems](https://www.weconnect.tech/our-clients/genesys-cloud-contact-centre-solution-streamlines-shareholder-management-for-singular-systems-south-africa/): Thanks to the Genesys Cloud contact centre solution, Connect enabled Singular Systems in South Africa to improve the number of calls answered by a single agent, enabled remote working, enhanced monitoring providing valuable insights, and provided ease of access to new capabilities\.

## Press Releases
- [Benchmarking report finds orchestrated SLMs outperform frontier LLMs](https://www.weconnect.tech/insights/press-releases/orchestrated-slms-outperform-frontier-llms/): Connect, an AI\-enabled CX specialist has published a technical benchmarking report evaluating the deployment viability of compact Small Language Models \(SLMs\) across enterprise workloads\.
- [Connect acquires ServiceCX](https://www.weconnect.tech/insights/press-releases/connect-acquires-servicecx/): Communications experts Connect have announced the acquisition of customer care solution providers, ServiceCX\. The move adds further power to Connect’s contact centre, customer experience and customer service solutions with ServiceCX offering proven expertise in market\-leading solutions including Calabrio WEM, ServiceNow CSM and Five9 cloud contact centre\.
- [Connect named Verint CX Partner of the Year at EMEA Partner Summit](https://www.weconnect.tech/insights/press-releases/connect-named-verint-cx-partner-of-the-year-at-emea-partner-summit/): Connect, a global customer experience \(CX\) systems integrator and AI\-led transformation partner, has been named Verint CX Partner of the Year at the EMEA Partner Summit in Budapest\.
- [Connect appoints Glen Robinson as Chief Operating Officer](https://www.weconnect.tech/insights/press-releases/connect-appoints-glen-robinson-as-chief-operating-officer/): Communications specialists Connect are pleased to announce the appointment of Glen Robinson as the company’s Chief Operating Officer\. Glen, who has worked in established global organisations and more recently a VC\-backed pre\-profit business, joined in January 2023
- [Connect awarded Partner Excellence at Five9 global partner awards](https://www.weconnect.tech/insights/press-releases/connect-awarded-at-five9-global-partner-awards/): Connect received the Partner Excellence award due to its unwavering commitment to excellence in every facet of the partnership \- excelling across various areas, from generating demand to delivering exceptional value throughout the customer lifecycle\.

## Discussions
- [Reshaping customer interactions with Elerian Digital Agent](https://www.weconnect.tech/insights/podcasts/reshaping-customer-interactions-with-elerian-digital-agent/): Elerian’s advanced, automated AI\-powered digital agent delivers secure authentication, personalised support, and empathetic care\.
- [Deploying conversational AI with purpose](https://www.weconnect.tech/insights/podcasts/deploying-conversational-ai-with-purpose/): In this VUX World discussion, Kane Simms and Martin Cross, President at Connect, discuss a common challenge many businesses are facing when deploying AI technology\. Deployment without proper design or context\. 
- [AI Data\-Driven Insights](https://www.weconnect.tech/insights/podcasts/contact-centre-transformation-with-connect-ai-data-driven-insights-connect360/): Cost control, customer expectations, performance targets, and automation ambitions\. Contact centre pressures are rising\. Meeting those demands requires more than just action\. It requires understanding, insight, and clarity from vast amounts of data\. While other AI insight solutions can process data at scale, the true value comes from interpretation, not processing\. Connect does it differently\.
- [Navigating the GenAI era for contact centres](https://www.weconnect.tech/insights/podcasts/navigating-the-genai-era-for-contact-centres/): Dive deep into the realm of \#AI with Stephen Hobson as he engages in a captivating conversation with Martin Cross\. Together, they unravel the transformative power of \#GenAI and its implications for contact centres\.
- [Selecting the right contact centre technology](https://www.weconnect.tech/insights/podcasts/contact-centre-technology-procurement-considerations/): Mike Havard from Davies Group and Tim North from Connect discuss what’s right or wrong about the way organisations go about reviewing and choosing tech\. How can they do it better? What gets in the way of effective innovation?

## Webinars
- [How to escape the hidden LLM cost trap](https://www.weconnect.tech/insights/webinars/how-to-escape-the-hidden-llm-cost-trap/): As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to both data confidentiality and operational stability\. In this crucial webinar, co\-hosted by Connect, Avella, and SessionGuardian, we delve into the rising threat landscape and securing your contact centre\. 
- [The threat from within: Securing your contact centre](https://www.weconnect.tech/insights/webinars/the-threat-from-within-securing-your-contact-centre/): As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to both data confidentiality and operational stability\. In this crucial webinar, co\-hosted by Connect, Avella, and SessionGuardian, we delve into the rising threat landscape and securing your contact centre\. 
- [Enhancing customer experiences with AI\-driven solutions](https://www.weconnect.tech/insights/webinars/enhancing-customer-experiences-with-ai-driven-solutions/): In this webinar, you’ll explore how AI, automation, and cloud technologies are transforming customer interactions\. You’ll also hear from Connect’s customer, Brittany Ferries who has significantly improved their customer experience using Genesys Cloud powered by AWS – and who now plans to harness AI as a key competitive advantage\.
- [Why Paddy Power Betfair backed Amazon Connect](https://www.weconnect.tech/insights/webinars/paddy-power-betfair-amazon-connect/): More and more businesses are opting for a digital\-first strategy when it comes to customer contact\. But what role does that mean for voice communications? And how does that change the considerations for a contact centre platform?
- [Aligning the payment handling process with your CX technology strategy](https://www.weconnect.tech/insights/webinars/aligning-payment-handling-process-with-cx-technology/): Aligning the payment handling process with your CX technology strategy\.

## Events
- [Test past event](https://www.weconnect.tech/events/test-past-event/)

## eBooks
- [Modelling your contact centre AI investment: Avoid the hidden tax](https://www.weconnect.tech/insights/articles/ebook/modelling-your-contact-centre-ai-investment-avoid-the-hidden-tax/): As contact centre AI deployments scale, the hidden cost of pushing every interaction through frontier\-scale LLMs is becoming increasingly visible – in compute spend, latency, sustainability targets, reliability, data security and, ultimately, cost to serve\.
- [5 AI trends shaping contact centres in 2025](https://www.weconnect.tech/insights/articles/ebook/5-ai-trends-shaping-contact-centres-in-2025/): Artificial intelligence \(AI\) is a prolific technology trend that is set to expand its influence and relevance in the contact centre space in 2025, dominating strategic decision\-making and IT budgets\.
- [What makes an AI model fit for purpose in contact centres](https://www.weconnect.tech/insights/articles/ebook/what-makes-an-ai-model-fit-for-purpose-in-contact-centres/): Contact centre leaders are under increasing pressure to reduce costs and improve customer experience\. While Generic Artificial Intelligence \(AI\) solutions may promise quick wins and efficiency savings, they rarely deliver sustainable results\.
- [The societal impact of exceptional customer experience \(CX\)](https://www.weconnect.tech/insights/articles/ebook/societal-impact-of-exceptional-customer-experience-cx/): Companies and contact centre operators use numerous means to quantify the impact that exceptional technology\-enabled customer experience \(CX\) has on the business\.
- [Plotting the journey to generative AI adoption in the contact centre](https://www.weconnect.tech/insights/articles/ebook/plotting-the-journey-to-generative-ai-adoption-in-the-contact-centre/): 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\.

## All FAQs
- [How does AI change the work in a contact centre?](https://www.weconnect.tech/insights/articles/connect-advanced-faq/how-does-ai-change-the-work-in-a-contact-centre/)
- [Why do lift\-and\-shift migrations fail?](https://www.weconnect.tech/insights/articles/connect-advanced-faq/why-do-lift-and-shift-migrations-fail/)
- [Why do CX transformation programmes fail?](https://www.weconnect.tech/insights/articles/connect-advanced-faq/why-do-cx-transformation-programmes-fail/)
- [What support is provided after go\-live?](https://www.weconnect.tech/insights/articles/connect-advanced-faq/what-support-is-provided-after-go-live/)
- [What is the difference between transition and transformation?](https://www.weconnect.tech/insights/articles/connect-advanced-faq/what-is-the-difference-between-transition-and-transformation/)

## Popups
- [When technology makes room for humanity](https://www.weconnect.tech/?post_type=popup&p=12485)
- [Deploy conversational AI with purpose\.](https://www.weconnect.tech/?post_type=popup&p=11211)
- [Contact centre AI](https://www.weconnect.tech/?post_type=popup&p=11206)
- [Turn customer conversations into actionable insight\.](https://www.weconnect.tech/?post_type=popup&p=11213)
- [Example: Auto\-opening announcement popup](https://www.weconnect.tech/?post_type=popup&p=11180)

## Popup Themes
- [Default Theme](https://www.weconnect.tech/?post_type=popup_theme&p=11172)
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- [Content Only \- For use with page builders or block editor](https://www.weconnect.tech/?post_type=popup_theme&p=11179)

## Categories
- [AI](https://www.weconnect.tech/insights/articles/category/ai/)
- [Contact Centre](https://www.weconnect.tech/insights/articles/category/contact-centre/)
- [Customer Experience](https://www.weconnect.tech/insights/articles/category/customer-experience/)
- [eBook](https://www.weconnect.tech/insights/articles/category/ebook/)
- [Network Services](https://www.weconnect.tech/insights/articles/category/network-services/)

## FAQ Category
- [Cloud Contact Centre](https://www.weconnect.tech/insights/articles/connect-advanced-faq-category/ccaas/)
- [AI \& Automation](https://www.weconnect.tech/insights/articles/connect-advanced-faq-category/ai-automation/)
- [Frequently Asked Questions](https://www.weconnect.tech/insights/articles/connect-advanced-faq-category/faq/)
- [Network Services](https://www.weconnect.tech/insights/articles/connect-advanced-faq-category/network-services/)
- [FAQ's on AI in the contact centre](https://www.weconnect.tech/insights/articles/connect-advanced-faq-category/faqs-on-ai/)

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- [Sitemap index](https://www.weconnect.tech/sitemap_index.xml)