Connect has acquired customer care solution provider ServiceCX to leverage its contact centre, customer experience and customer service expertise.
ServiceCX will bring expertise in Calbrio WEM, ServiceNow CSM and Five9 cloud contact centre, helping Connect further pivot into CX service market specialists..
Connect CEO, Adam Young (pictured), said: “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.”
ServiceCX founder and director Adrian McCann said: “From the start of our discussions with Connect, it’s been clear that they have a strong vision for how we can add to their offerings.”
The acquisition comes less than a year after Connect added ICR Speech Solutions and Services to leverage its virtual agent and speech application offering.