Connect has acquired Elerian AI, a specialist in conversational AI optimised contact centres.
This acquisition positions Connect to provide digital assistants allow its customers to scale contact centres to meet growing demand, and reduce costs, according to Martin Cross, President at Connect.
He said: “Both companies share the belief that an outcomes-based approach to AI implementations ultimately delivers real returns and exceptional experiences for customers.
“Elerian AI gives us the capability to better help clients understand customer conversations and use these insights to reimagine workflows to free human capital to focus on value-adding tasks and scale the business through voice and digital automation.”
From an Elerian AI perspective, Millson says the acquisition will give the company the ability to scale and expand its reach into new markets. “We didn’t have the human resources to grow and consult on a larger basis, nor the geographic presence.” Connect operates on four continents, with an established presence in its home market of the United Kingdom, as well as in the United States, India and South Africa.
“By joining Connect, we can take what we’ve built and scale it with the resources and international footprint that Connect already has in place,” adds Millson.