Articles
Each event explored how businesses can unify their contact centre ecosystems, leverage AI and adopt cloud technologies to deliver context-aware, personalised customer interactions.
Contact centre operators are using AI to craft conversational experiences with basic chatbots and more advanced virtual agents, driving the rise of immersive digital CX.
AI, automation and cloud technologies are transforming customer interactions and experiences.
ConnectLive 2025 provides a platform for industry experts and decision-makers to explore solutions, share best practices and network with peers who are shaping the future of CX.
The advent of advanced AI systems has introduced a new paradigm, enabling companies to proactively anticipate and fulfil customer requirements, says Connect.
AI-driven analytics can help contact centres identify trends and patterns in customer behaviour, enabling them to tailor their services to meet specific needs.
Data silos can hinder channel integration, leading to fragmented CX and lack of personalisation, says Charlene George, sales director at Connect SA.
The Connect sales director will talk about how integrating siloed platforms is key to transformed CX .
To ensure the level of user adoption and usage that leads to a frictionless CX, companies must focus on a robust change management strategy alongside their technology implementations, says Charlene George, sales director at Connect SA.
Rather than replace contact centre agents, AI is poised to enhance their capabilities and redefine their roles, says Martin Cross, chief strategy officer at Connect.
With real-time data analysis, the contact centre of the future will be able to anticipate a customer query, says Martin Cross, chief strategy officer at Connect.
The partnership will enhance the choice of contact centre as a service solutions offered in the country.