Connect

In our latest blog, Andy Green, CEO of BLOCKPHISH, explains that #contactcentres are prime targets for internal #securitythreats due to the sensitive customer data they handle. Martin Cross, CTO at Connect, highlights the importance of #identitymanagement and #endpointsecurity to safeguard sensitive information and ensure that only authorised personnel can access it. As Keith Bowie, CIO and SVP of Engineering at SessionGuardian, notes, “Having the correct endpoint security solution in place is about ensuring that a person holds the appropriate credentials and authority to access the contact centre system on the correct and healthy device.” A strong #securityculture and ongoing training are key to defending against #insiderthreats. 🔒 Learn more in this blog. #SecureContactCentre #InternalThreat #DataBreach #Cybersecurity #ContactCentre #DataSecurity #Connect #WeConnectTech

Gregory Jarvis, Solutions Executive at Connect will be speaking at the ITWeb Cloud & Data Centre Summit 2024, where he will explore the many ways #cloudsolutions are optimising operations and enhancing #customersatisfaction. By diving into cloud-based advanced #analytics, he will address how trends like predictive capabilities, personalised interactions and anticipated customer needs are transforming #CX. 📅 31 October 2024 📍 The Forum, Bryanston, South Africa 🔗 Register now: https://bit.ly/3C1t5ad #CloudAnalytics #CloudTransformation #PredictiveAnalytics #DataDriven #CloudComputing #CustomerExperience #CustomerService #DigitalTransformation #CX #Connect #ITWebCloudSummit2024 #WeConnectTech

Connect is a proud sponsor of the ITWeb Cloud & Data Centre Summit 2024! ☁️ #Cloud computing continues to evolve, driving trends like #automation and presenting opportunities for digital development in businesses. We're excited to engage with attendees and explore how these trends are shaping the future, and how South African businesses can stay agile in the global landscape. 📍The Forum, Bryanston, South Africa 🗓 31 October 2024 🔗 Register to join us: https://bit.ly/3C1t5ad #CloudComputing #CloudInnovation #CloudTransformation #Data #BigData #DataDriven #DataCentre #DigitalTransformation #ITWebCloudSummit2024 #Connect #WeConnectTech

Last week’s #FutureofContactCentres event came to life through the collaboration of Connect, Amazon Web Services (AWS) and Salesforce. From deep dives into #GenAI to redefining the #customerexperience, it was an opportunity to exchange insights that reimagine #customerservice. 📣 A special mention to Simplyhealth’s Dan Eddie, for sharing their journey as the first company worldwide to deploy #GenerativeAI within Salesforce Service Cloud Voice. Thank you to all involved in making the day possible! #FutureofCX #CXInnovation #ContactCentre #CX #AIinCX #CustomerJourney #DigitalTransformation #AWS #Salesforce #Connect #WeConnectTech

Our comprehensive approach to #cybersecurity ensures that every team member is a custodian of our #defences – having a strong #humanfirewall is essential and the responsibility is shared. Connect’s security initiatives are powered by continuous learning and #vigilance. From the start, new employees undergo thorough cyber security and #policytraining, covering everything from #dataprivacy to #incidentmanagement. 💻 Our ongoing information security awareness program keeps our team sharp with regular refresher sessions, quizzes, and monthly simulated #phishing exercises. Security is everyone’s business! #CyberAwareness #SecureWorkplace #EmployeeTraining #DigitalDefence #SecurityMatters #DataProtection #WeConnectTech

In an interview on What’s Next with Aki Anastasiou, Charlene George 🇿🇦, Sales Director at Connect SA shares how Connect’s vendor-independent approach helps businesses digitally transform with tailored solutions. With a truly fit-for-purpose approach, businesses can create impactful, technology-enabled #customerexperiences. Charlene dives into more detail regarding the areas of the customer experience journey where a tailored solution can make a real difference. Watch the full interview. MyBroadband #CX #CustomerJourney #ContactCentreTechnology #CXLeaders #Innovation #ContactCentreSolution #ContactCentre #VendorIndependent #DigitalTransformation #TechnlogyEnabled #WhatsNext #WeConnectTech

In a complex market of #contactcentresolutions, businesses face a dizzying array of options. In our latest blog, Steven Fricker, Chief Revenue Officer at Connect, outlines a data-driven approach to selecting the best #CXsolution. From understanding personalised operational challenges to maximising #ROI, this blog touches on the essential steps to create a tailored #CXstrategy that will meet unique organisational goals and ultimately drive transformative and impactful #customerexperiences. While businesses are spoilt for choice, a strategic selection approach is likely to make or break #digitaltransformation efforts. Read more in this blog. #ContactCentreTechnology #ContactCentre #StrategicCX #WeConnectTech

Another #successstory (by the numbers!). Connect is proud to have played a part in Severn Trent’s achievements. Their transformation used #smarttechnology to create seamless, effective #customerexperiences. Chatbots now manage 24% of all messaging end-to-end, while call answer rates went up by 84%. Plus, average handle time has reduced by 10%, first contact resolution has increased, and customer complaints have decreased by 11%. #DigitalTransformation #CX #CXTransformation #CustomerService #SevernTrent #Connect #WeConnectTech

Today the Connect team was honoured to join IntegriSure Group on-site to celebrate their contact centre’s Genesys Cloud go-live. 🥂 We are proud to be part of their #digitaltransformation story, empowering them with innovative solutions that elevate their customer and agent experience. #CustomerExperience #Innovation #CloudSolutions #ContactCentreSolutions #CXTransformation #DigitalInnovation #CustomerSuccess #IntegriSure #GenesysCloud #Connect #WeConnectTech

A poor network user experience (#NUX) can cause employee frustration and adversely affect #customerservice. When teams face lagging connections, it results in increased wait times and dissatisfied customers. Focusing on NUX not only boosts #employeesatisfaction but also elevates the #customerexperience. James C., Network Specialist at Connect, dives into this in our latest blog. #NetworkServices #AI #ContactCentre #EmployeeEngagement #WeConnectTech