Connect Managed Services
Connect Managed Services is a UK-headquartered global systems integrator providing contact centre, AI, unified communications, and managed network solutions to enterprise clients across financial services, insurance, utilities, travel, retail, and energy sectors in over 100 countries.
- Company typePrivate
- Founded1990
- HeadquartersLondon, United Kingdom
- Headcount51–100
- GTM typeB2B
- OfferingServices
What Connect Managed Services does
Connect Managed Services (UK) Limited, trading as Connect, is a London-headquartered global systems integrator and digital transformation partner specialising in customer engagement, contact centre, AI, unified communications, and managed network solutions. Founded in 1990, the company operates from offices in London and Leeds (UK headquarters), Johannesburg (South Africa regional HQ), India, and the USA, and manages a global network infrastructure spanning 100+ countries through 13 network nodes across 5 continents, partnerships with 40+ Tier 1 carriers, eight global SBCaaS platforms, and connections to 700+ data centres. The firm employs 51-100 staff and serves enterprise clients across financial services, insurance, utilities, travel and hospitality, retail, nonprofit, and energy sectors, with documented customer engagements including Alexforbes, Brittany Ferries, King Price Insurance, Northumbrian Water, Leroy Merlin South Africa, and StepChange.
The company's offering centres on its proprietary Connect360 framework, which integrates five interconnected service modules (Business Enablement, Delivery, Learning and Adoption, Managed Services, and Optimisation Services) across three core solution areas: Customer Engagement and Automation anchored by Contact Centre as a Service with AI and Data-driven Insights modules, Unified Communications (Microsoft Teams, Cisco Webex, Avaya OneCloud), and Managed Global Network Infrastructure. Connect operates a vendor-independent model, integrating third-party platforms including Genesys, Five9, Amazon Connect, Salesforce, Zendesk, ServiceNow, Avaya, and Verint rather than building proprietary contact centre software, and has assembled AI capabilities through the ICR (2020) and Elerian AI (2025) acquisitions.
Connect generates revenue through a services-led model combining managed services subscriptions, professional services, and technology integration / licensing fees. Pricing is quote-based with annual and multi-year enterprise contract structures. The company has pursued a sustained acquisition-led growth strategy, completing eight acquisitions since 2017 (ProtoCall One 2017, Cool Harbour 2018, G3 Comms 2019, ICR 2020, Service CX Limited 2021, Pivotal Data and illation 2022, Elerian AI 2025) to add specific vendor and AI capabilities, supported by 2019 private equity backing from Apiary Capital. Go-to-market is sales-led direct enterprise field sales with regional presence across four operating geographies and channel referral relationships with technology vendor partners.
Connect Managed Services firmographics
Firmographics- Name
- Connect Managed Services
- Legal name
- Connect Managed Services (UK) Limited
- Website
- https://weconnect.tech
- Company type
- Private
- Founded year
- 1990
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- Connect Managed Services is a UK-headquartered global systems integrator providing contact centre, AI, unified communications, and managed network solutions to enterprise clients across financial services, insurance, utilities, travel, retail, and energy sectors in over 100 countries.
- Ownership category
- akta.pro rank
Connect Managed Services industry classification
Industry- Product category
- Managed Communications & Contact Centre Services
- NAICS
- Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Computer Facilities Management Services (541513), Telecommunications Resellers (517121)
- SIC
- Services-Computer Integrated Systems Design (7373), Services-Computer Programming, Data Processing, Etc. (7370), Communications Services, Nec (4899), Services-Telephone Interconnect Systems (7385)
- akta.pro primary industry
- Network Implementation & Integration Services (BPAEAEAB)
- akta.pro secondary industries
- Collaboration & Productivity Platforms (M365/Google Workspace, Email, Chat/Meetings) (BPAEAIAD), Technical Enablement & Adoption Services (Change Management, Adoption, Champions) (BPAEANAC), Enterprise Applications User/Admin Training (ERP/CRM/ITSM platforms) (BPAEANAK), Cloud On-Ramps & Direct Connect Services (HDABALAA), Business/Enterprise Fixed Connectivity Providers (SME/Enterprise Broadband) (HDAIABAI)
Keywords
Where Connect Managed Services is headquartered
LocationHeadquarters
- HQ city
- London
- HQ country
- United Kingdom
- HQ region
- Europe
Offices5 records
Markets served
Connect Managed Services business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales
Revenue model
- Managed Services: Ongoing managed services for contact centre, unified communications, and network infrastructure. Delivered through Connect360 framework with proactive monitoring and optimisation.
- Professional Services: Consulting, implementation, delivery, and project management services. Includes business enablement services, technical consulting, and change management through Connect360.
- Technology Integration and Licensing: Integration of leading vendor technologies (Genesys, Five9, Amazon Connect, Salesforce, Zendesk, Avaya) with vendor-independent approach, generating revenue through solution design and implementation.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise Solutions - Custom pricing based on scope and scale |
| Hybrid | Multi-year contract | Mid-Market Solutions - Project-based and recurring engagement models |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels7 records
Connect Managed Services product offering
Product offeringCore offering
Connect Managed Services is a vendor-independent global systems integrator that designs, delivers, and manages customer engagement, unified communications, and network infrastructure solutions for enterprises and mid-market organisations. Its core offering is the Connect360 framework — an interconnected suite of business enablement, delivery, learning and adoption, managed services, and optimisation services — wrapped around third-party contact centre, UC, and network platforms (Genesys, Five9, Amazon Connect, Salesforce, ServiceNow, Zendesk, Avaya) plus proprietary AI capabilities acquired from Elerian AI and ICR.
Product overview
Connect Managed Services is a global systems integrator and digital transformation partner offering a platform-plus-services architecture. The core offering centres on Connect360, an interconnected suite of five service modules (Business Enablement, Delivery, Learning and Adoption, Managed Services, and Optimisation Services) that envelops three primary solution areas: Customer Engagement and Automation (anchored by Contact Centre as a Service with AI and Automation and Data-driven Insights add-on modules), Unified Communications, and Managed Global Network Infrastructure. Connect operates on a vendor-independent model, integrating third-party platforms including Genesys, Five9, Amazon Connect, Salesforce, ServiceNow, Zendesk, and Avaya rather than proprietary software. The company has expanded through strategic acquisitions including ProtoCall One (2017), Cool Harbour (2018), G3 Comms (2019), ICR (2020), Service CX Limited (2021), Pivotal Data and illatation (2022), and Elerian AI (2025).
Differentiator
Problem solved
Functional benefit
Brands
- Connect360: An interconnected suite of integrated business services encompassing advisory, technical, and service expertise to analyse, design, implement, and optimise customer experience technologies. Includes business enablement services, delivery services, learning and adoption services, managed services, and optimisation services.
Products and services
- Connect360 Connect360 is an interconnected suite of five service modules — Business Enablement Services, Delivery Services, Learning and Adoption Services, Managed Services, and Optimisation Services — that delivers end-to-end customer experience transformation for enterprise and mid-market clients. It is the overarching service framework through which Connect delivers advisory, implementation, training, ongoing operations, and AI-driven optimisation.
- Contact Centre as a Service (CCaaS) AI-driven cloud contact centre solutions that deliver seamless, frictionless, and connected customer experiences, including cloud migration, AI-enhanced engagement, and integration of Customer Service Management (CSM), CRM, and Workforce Engagement Management (WEM) platforms. Targeted at enterprises modernising from legacy on-premise estates.
- Unified Communications Unified communications solutions that extend video calling, integrate UC tools with business-critical applications, and optimise underlying networks for video traffic. Supports Microsoft Teams, Cisco Webex, and Avaya OneCloud environments for organisations seeking simpler and more effective everyday communications.
- Managed Global Network Infrastructure Fully managed global network platform that consolidates LAN, WAN, wireless, internet, SIP, and session border control into a single accountable service. Covers 100+ countries with 13 network nodes across 5 continents, 40+ Tier 1 carrier relationships, and 700+ data centre connections, targeted at international mid-market and multi-site enterprises.
Quantifiable outcome
- Call abandonment rate reduced from 50% to 15%
- +7 more outcomes
Companies that use Connect Managed Services
Customer profileNamed customers10 records
Segments7 records
Ideal customer profiles4 records
Connect Managed Services technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration26 records
AI capability12 records
Feature5 records
Connect Managed Services partnerships and signals
Strategic signalPartnerships
19 partnerships are on record, tiered core and supporting.
- Elerian AIcoreAcquisition in 2025 of Elerian AI, a specialist in conversational AI optimised for contact centres. Enables delivery of digital assistants providing natural, frictionless caller experiences with customised language models and business process re-engineering capabilities.
- illationcoreAcquired illation in 2022, adding Zendesk expertise, Business Enablement Services capabilities, and Business Intelligence Platform to the Connect360 suite.
- Pivotal DatacoreAcquired Pivotal Data in 2022, strengthening Genesys technical ability and overall contact centre technical expertise.
- Service CX LimitedcoreAcquired Service CX Limited in June 2021, a customer care technology provider based in Windsor specialising in integrated technologies including Calabrio WEM, ServiceNow CSM, and Five9. Strengthens portfolio in cloud contact centre and customer experience technology services.
- ICRcoreAcquired ICR in 2020, adding expertise in conversational AI, application design, application integration, and voice biometrics. Built over 20-year history in this space.
- G3 CommscoreAcquired G3 Comms in 2019, expanding global SIP and core network capabilities, adding Genesys Cloud to technical expertise.
- Cool HarbourcoreAcquired Cool Harbour in 2018, adding AWS and Amazon Connect expertise, making Connect second-to-market with AWS in the UK.
- ProtoCall OnecoreAcquired ProtoCall One in 2017, adding advanced contact centre skills, Genesys PureEngage, and Cisco expertise.
- GenesyscorePrimary technology partner for cloud contact centre solutions. Major player in both on-premise and cloud CCaaS markets. Connect is a specialist Genesys partner delivering Genesys Cloud and PureEngage implementations.
- Five9coreTechnology partner for Intelligent Cloud Contact Center with omnichannel support, AI, and automation capabilities within cloud environment.
- Amazon ConnectcoreTechnology partner for Amazon's omnichannel cloud contact centre platform. Connect was second-to-market with AWS in the UK and has extensive Amazon Connect implementation experience.
- SalesforcecoreSalesforce Preferred Partner and Global Specialist Reseller in UK, South Africa, India, and USA. Specialist in integrating Salesforce Service Cloud Voice with contact centre suites.
- ZendeskcoreGlobal Zendesk partner with Premier Partner status. Specialises in CRM and CX transformation, delivering unified contact centre solutions across digital and voice channels.
- AvayacoreAvaya Diamond Preferred Support Partner in UK and South Africa. Trusted by 220,000 customer locations globally, Avaya remains cornerstone of many communications solutions.
- ServiceNowcoreServiceNow Preferred Partner and Global Specialist Reseller. Specialises in ServiceNow Customer Service Management integration.
- CalabriosupportingTechnology partner for Workforce Engagement Management (WEM) solutions integrated into Connect's contact centre offerings.
- VerintcoreTechnology partner and recipient of Verint CX Partner of the Year award at EMEA Partner Summit 2025. Provides CX and workforce optimisation solutions.
- AvellasupportingPartner for AI cyber advisory services, delivering collaborative approach to AI-driven security strategies and threat landscape protection.
- Browne JacobsonsupportingCorporate finance advisory firm that advised Connect Managed Services on the acquisition of Service CX Limited in 2021.
Scale indicators7 records
Recent moves6 records
Expansion highlights6 records
Connect Managed Services competitors and assessment
Company assessmentBroad incumbents
- Computacenter: Large UK-headquartered enterprise IT integrator with growing UC and contact centre practices. Comparable in enterprise IT services breadth but operates at much larger scale with a hardware-led model.
- Capgemini: Global consulting and systems integrator delivering large-scale CCaaS and CX transformation programmes. Comparable end-customer use cases but at vastly greater scale and via multi-tower engagements.
- NTT (Dimension Data / NTT Data): Global systems integrator with established UC, contact centre, and managed network practices. Comparable on services portfolio but significantly larger and not vendor-independent in the same specialist sense.
- Atos: Global digital transformation integrator with UC, contact centre and managed infrastructure offerings (including Unify heritage). Comparable capabilities but operates across much wider industry portfolio at enterprise scale.
- Wipro: Global IT services firm delivering CX, contact centre modernisation, and cloud transformation for large enterprises. Comparable in CCaaS/CX delivery but at significantly larger scale and broader portfolio.
- BT Business: UK incumbent telco with enterprise UC, contact centre and managed network services competing for the same mid-market and enterprise wallet. Comparable as a UK connectivity+communications provider but operates its own network infrastructure rather than acting as vendor-independent.
Direct peers
- Onecom: UK managed communications provider delivering cloud telephony, UC, mobile, and contact centre solutions to mid-market and enterprise. Comparable as a UK-based, vendor-agnostic communications integrator with a managed services annuity.
- Maintel Holdings: UK-listed provider of unified communications, contact centre, and managed network services for mid-market and enterprise customers. Closely comparable business model — vendor-independent SI delivering Genesys/Avaya/Microsoft solutions wrapped in managed services — and overlapping vertical focus.
- Daisy Corporate Services (now part of Kerv): UK-headquartered communications and connectivity integrator serving mid-market and enterprise with UC, contact centre, and managed network offerings. Directly comparable on vendor-independent positioning and UK enterprise customer base.
- VanillaIP: UK-based independent communications integrator focused on hosted voice, SIP, and contact centre deployments. Comparable as a vendor-agnostic mid-market SI with overlapping Genesys/3CX and UC partnerships.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Connect Managed Services social profiles
Digital presenceConnect Managed Services compliance and trust
Trust signalCompliance1 record
Connect Managed Services financial estimates
Financial estimateRevenue estimate
Valuation estimate
Connect Managed Services leadership team
Management profileNumber of profiles
Profiles9 records
Connect Managed Services subsidiaries and ownership
Company hierarchySubsidiaries8 records
Connect Managed Services funding detail
Funding detailFunding overview
Funding rounds1 record
Investors1 record
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Connect Managed Services M&A and investment
M&A and investmentM&A4 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Connect Managed Services
What does Connect Managed Services do?
Connect Managed Services is a vendor-independent global systems integrator that designs, delivers, and manages customer engagement, unified communications, and network infrastructure solutions for enterprises and mid-market organisations. Its core offering is the Connect360 framework — an interconnected suite of business enablement, delivery, learning and adoption, managed services, and optimisation services — wrapped around third-party contact centre, UC, and network platforms (Genesys, Five9, Amazon Connect, Salesforce, ServiceNow, Zendesk, Avaya) plus proprietary AI capabilities acquired from Elerian AI and ICR.
Is Connect Managed Services a public or private company?
Connect Managed Services is a private company. It is classified as private equity controlled and is currently operating.
When was Connect Managed Services founded?
Connect Managed Services was founded in 1990. It employs 51 to 100 people.
Where is Connect Managed Services based?
Connect Managed Services is headquartered in London, United Kingdom, in the Europe region.
How does Connect Managed Services make money?
Three revenue lines are on record. Managed Services are the primary driver. The others are professional Services and technology Integration and Licensing.
Who are Connect Managed Services's main competitors?
Broad incumbents on record are Computacenter, Capgemini, NTT (Dimension Data / NTT Data), Atos, Wipro and BT Business. Direct peers are Onecom, Maintel Holdings, Daisy Corporate Services (now part of Kerv) and VanillaIP.
Does Connect Managed Services have an API?
No public API is recorded for Connect Managed Services.
What industry is Connect Managed Services in?
Connect Managed Services's product category is Managed Communications & Contact Centre Services. Its primary akta.pro industry code is BPAEAEAB, Network Implementation & Integration Services, with a secondary code of BPAEAIAD, Collaboration & Productivity Platforms (M365/Google Workspace, Email, Chat/Meetings). Its NAICS code is 54151 and its SIC code is 7373.