Connect acquires ServiceCX
Additional capabilities expand value of customer service offerings
Communications experts Connect have announced the acquisition of customer care solution provider, 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.
The acquisition is further proof of Connect’s ambition and growing leadership in the customer experience technology services market – coming less than a year after the addition of virtual agent and speech application specialists, ICR Speech Solutions and Services.
The two companies have a similar vision, ethos and priorities, making an ideal fit. ServiceCX’s highly experienced team have a wealth of contact centre knowledge and are committed to de-mystifying technology and driving transformation – entirely in keeping with Connect’s vision of the contact centre becoming context-aware, adaptive and automated, informed by CRM/CSM and super-charged by AI.
Connect adds the scale, credibility, experience and broader capabilities allowing ServiceCX to bring its unique skills to a much wider audience as well as provide more comprehensive solutions that better satisfies their customers’ needs.
Connect CEO, Adam Young, sees the acquisition as a deep enhancement to the Group’s capabilities.
“There’s a clear shift in the market towards CRM-centric cloud contact centre, coupled with next generation Workforce Engagement Management, to deliver increasing service excellence, ever more efficiently. Our unique vision and expertise across this market means we’re engaging with more clients than ever before. Adding a team of the calibre of ServiceCX to the Connect family will not only ensure we’re offering customers the very best technology and services but also allows us to transform their environments and deliver returns faster than ever. I’m delighted to have Adrian and the team join us.”
ServiceCX founder and director Adrian McCann sees the move as a real opportunity for him and his team.
“It’s rare to find an organisation of Connect’s size and scale with the same independent and innovative mindset that we feel we’ve brought to our clients. From the start of our discussions with them, it’s been clear that they value our skills and knowledge. They also have a strong vision for how we can add to their already market-leading offerings. We have similar cultures with a dedicated commitment to solving customer challenges with elegant solutions, delivered well.”
Connect are the independent communications experts who can transform how your organisation communicates – both internally and externally. We deliver solutions and services that join up your employee and customer communications across platforms, across sites and across countries, in three core areas: Contact Centres, Unified Communications and Network Services. We provide simple, elegant solutions to the most complex problems.