Connect
Connect is a global systems integrator delivering vendor-independent contact centre, unified communications, managed network, and AI-enabled customer experience solutions through its Connect360 platform, serving enterprise and mid-market organizations across financial services, utilities, retail, insurance, and energy in over 100 countries.
- Company typePrivate
- Founded1990
- HeadquartersKuala Lumpur, Malaysia
- Headcount11–50
- GTM typeB2B
- OfferingServices
What Connect does
Connect is a global systems integrator specializing in customer experience transformation, founded in 1990 and headquartered in London, with offices in Leeds, Johannesburg, Mumbai, and New York. The company delivers vendor-independent contact centre as a service (CCaaS), unified communications (UCaaS), managed network infrastructure spanning 100+ countries, and AI-enabled automation through its integrated Connect360 services platform — which bundles business enablement, delivery, learning and adoption, managed, and optimization services into a single engagement model. Underlying technology encompasses voice bots, virtual agents, conversational AI (including custom language models acquired via Elerian AI in 2025), speech and customer journey analytics, and a global SBCaaS / SIP network platform with 13 nodes across 5 continents. Connect maintains preferred-partner or higher-tier status with Genesys, Amazon Connect, Five9, Salesforce, Zendesk, Avaya (Diamond), AWS, ServiceNow, Microsoft Teams, and Cisco, enabling it to recommend best-fit technology rather than resell a single vendor stack.
The company makes money through four intertwined revenue streams: project-based professional services (consulting, implementation, migration), recurring managed services contracts (24x7 monitoring, optimization, ongoing support), third-party technology resale and integration (subscription and license passthrough), and managed network services delivered as fully managed recurring contracts. Pricing is quote-based and tailored to client scope, technology selection, number of users, geographic footprint, and SLAs, with annual billing cadence typical. Go-to-market is exclusively direct enterprise field sales targeting mid-market organizations with 20-200+ sites and large enterprises; there is no self-service channel. Customer segments are diversified across financial services, insurance, utilities, retail, travel and transportation, energy, and public sector, with named enterprise customers including Lloyds Banking Group, BP, Jaguar Land Rover, Severn Trent Water, Travis Perkins, Brittany Ferries, King Price Insurance, StepChange, and Sun International.
Connect has grown primarily through a sustained acquisition strategy — eight completed deals since 2017 absorbing ProtoCall One (Genesys), Cool Harbour (AWS), G3 Comms (SIP/network), ICR (conversational AI), Service CX (ServiceNow/Five9), Pivotal Data and illation (South African market entry), and Elerian AI (voice AI) — building a multi-vendor, multi-region specialist integrator that competes on the breadth of its partner ecosystem and the depth of its operational expertise rather than on proprietary software.
Connect firmographics
Firmographics- Name
- Connect
- Legal name
- Connect Managed Services (UK) Limited
- Website
- https://weconnect.tech
- Company type
- Private
- Founded year
- 1990
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Connect is a global systems integrator delivering vendor-independent contact centre, unified communications, managed network, and AI-enabled customer experience solutions through its Connect360 platform, serving enterprise and mid-market organizations across financial services, utilities, retail, insurance, and energy in over 100 countries.
- Ownership category
- akta.pro rank
Connect industry classification
Industry- Product category
- Customer Experience and Contact Centre Services
- NAICS
- Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Wired Telecommunications Carriers (517111), Wired and Wireless Telecommunications (except Satellite) (5171)
- SIC
- Services-Computer Integrated Systems Design (7373), Services-Telephone Interconnect Systems (7385), Communications Services, Nec (4899)
- akta.pro primary industry
- Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)
- akta.pro secondary industries
- Unified Communications & Contact Center for Workplace (UCaaS/VoIP, Meeting Rooms) (BPAEAIAE), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), Network Implementation & Integration Services (BPAEAEAB), Cloud Connectivity & Interconnect (Cloud On-Ramps, IX, Cross-Connects) (HDAIAFAF)
Keywords
Where Connect is headquartered
LocationHeadquarters
- HQ city
- Kuala Lumpur
- HQ country
- Malaysia
- HQ region
- Asia
Offices5 records
Markets served
Connect business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure
Revenue model
- Professional Services: Consulting, implementation, migration, and optimization services delivered through Connect360. Includes business enablement services, delivery services, and learning and adoption services.
- Managed Services: Ongoing managed services for contact centre, network, and unified communications. Support services include reactive support and proactive management. Continuous monitoring and optimization delivered as recurring service contracts.
- Technology Resale and Integration: Resale and integration of third-party technology platforms including CCaaS (Genesys, Five9, Amazon Connect), UC (Microsoft Teams, Cisco Webex, Avaya), CRM (Salesforce, Zendesk), and network solutions. Vendor-independent approach allows flexible technology selection based on client needs.
- Network Services: Managed global network infrastructure including WAN, SD-WAN, LAN, wireless, internet services, and SIP voice. Delivered as a fully managed service with AI-driven monitoring and 24x7 operational support.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Hybrid | Annual | Custom enterprise solutions with quote-based pricing |
Go-to-market motion1 record
Distribution channels4 records
Marketing channels10 records
Connect product offering
Product offeringCore offering
Connect delivers cloud-based customer engagement and unified communications solutions through its Connect360 services platform, encompassing Contact Centre as a Service (CCaaS), Unified Communications (UCaaS), Managed Network Infrastructure, AI-powered automation, and ongoing managed and optimization services. The company operates as a global systems integrator, designing, implementing, and managing tailored CX solutions for mid-market and enterprise clients across financial services, utilities, retail, insurance, and energy.
Product overview
Connect is a global customer experience specialist and systems integrator offering a portfolio of cloud-based communication solutions. The core offering consists of Contact Centre as a Service (CCaaS), Unified Communications (UCaaS), and Network Services, all delivered through the Connect360 services platform. Connect360 provides the service layer through Business Enablement, Delivery, Learning and Adoption, Managed Services, and Optimisation modules. The portfolio integrates AI capabilities including voice bots, virtual agents, chatbots, and agent assist, enhanced by data-driven insights for analytics and optimization. The company recently expanded its AI offering through the acquisition of Elerian AI for digital assistants. Solutions support omnichannel customer engagement across voice, chat, email, and social channels with integrations to major CCaaS platforms including Genesys, Five9, Amazon Connect, and Zendesk.
Differentiator
Problem solved
Functional benefit
Brands
- Connect360: Suite of interconnected business services for customer experience, including business enablement, delivery, learning and adoption, managed, and optimisation services.
Products and services
- Connect360
Quantifiable outcome
- 60% reduction in misrouted calls for StepChange debt advice charity
- +9 more outcomes
Companies that use Connect
Customer profileNamed customers19 records
Segments7 records
Ideal customer profiles3 records
Connect technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration19 records
AI capability12 records
Feature6 records
Connect partnerships and signals
Strategic signalPartnerships
15 partnerships are on record, tiered flagship, core, established and strategic.
- CiscoflagshipConnect partnered with Cisco for quantum networking technology demonstrations. Cisco successfully ran entanglement-swapping experiments over live operational fiber with partner Connect in New York. Connect participates in Cisco's Universal Quantum Switch ecosystem enabling modality conversion between different quantum computing hardware types.
- StepChangecoreConnect partnered with StepChange, one of the UK's largest debt advice charities, over three years to modernize its contact centre operations. The implementation of a Genesys Cloud Contact Centre as a Service platform consolidated telephony, call recording, workforce management, and analytics into a single cloud-based solution, enabling StepChange to deliver scalable services to over 25,000 people in financial distress.
- GenesyscoreConnect is a major implementation partner for Genesys cloud contact centre solutions, having delivered numerous successful deployments across industries including utilities, insurance, financial services, and retail. Core technology partner for CCaaS implementations.
- Amazon ConnectcoreConnect was among the second-to-market implementers with AWS Amazon Connect in the UK, developing rapid expertise with the platform. Implemented solutions for Travis Perkins (28,000 staff) and Paddy Power Betfair among others.
- Five9coreConnect is a Five9 partner providing intelligent cloud contact centre implementations with omnichannel support, AI, and automation capabilities.
- SalesforcecoreConnect is a Salesforce Preferred Partner and Global Specialist Reseller for Salesforce Service Cloud Voice, integrating contact centre solutions with Salesforce CRM platform.
- ZendeskcoreConnect is a Zendesk Premier Partner and Global Partner, delivering customer service and CRM solutions. Implemented solutions for Leroy Merlin South Africa, sports betting operators, and other clients requiring Zendesk implementations.
- AvayaestablishedConnect is an Avaya Diamond Partner, providing solutions for organizations using Avaya communication platforms. Trusted by 220,000 customer locations in 190 countries.
- AWScoreAmazon Web Services is a core technology partner providing cloud infrastructure for Connect's managed services and customer implementations including Amazon Connect contact centre platform.
- ServiceNowcoreConnect is a ServiceNow Specialist Partner providing customer service management solutions integration and implementation services.
- Microsoft TeamsestablishedConnect provides unified communications implementations with Microsoft Teams, including direct routing across all regions as part of voice services.
- Cisco WebexestablishedConnect is experienced in implementing and managing Cisco Webex for unified communications solutions, integrating with contact centre environments.
- Elerian AIcoreConnect acquired Elerian AI in 2025, a specialist in conversational AI optimized for contact centres. The acquisition enables Connect to deliver digital assistants providing natural, frictionless caller experiences with customized language models and business process re-engineering capabilities.
- Pivotal DatastrategicAcquired in 2022, Pivotal Data brought Genesys technical ability and expertise to expand Connect's South African operations and support global clients with increased resource capacity.
- illationstrategicAcquired in 2022, illation brought Zendesk expertise, Business Enablement Services, and Business Intelligence Platform capabilities to strengthen Connect's South African presence.
Scale indicators7 records
Recent moves2 records
Expansion highlights5 records
Connect competitors and assessment
Company assessmentDirect peers
- Concentrix: Large global CX solutions and services provider offering design, build, and run capabilities across CCaaS, AI, analytics, and customer management. Comparable to Connect in delivering end-to-end customer experience transformation for enterprise clients with similar multi-vendor approach.
- Foundever (formerly Sitel Group): Global CX leader offering customer experience management, digital transformation, and AI-powered solutions across contact center operations. Comparable to Connect as a managed services provider serving enterprise clients with similar technology-agnostic, multi-region service delivery model.
- Capita (Customer Management division): UK-headquartered professional services and customer management provider. Comparable to Connect as a UK-based CX services provider serving enterprise and public sector clients with similar verticals exposure (financial services, utilities, government).
- Computacenter: UK-headquartered enterprise IT integrator with strong networking, collaboration, and contact center practices across UK, Europe, and globally. Comparable to Connect in serving mid-market and enterprise UK clients with multi-vendor Cisco, Microsoft, Genesys deployments.
- Startek: Global customer experience solutions provider combining digital CX, contact center operations, and cloud technology services. Comparable to Connect in delivering omnichannel CX transformation and managed services for enterprise clients across multiple verticals.
- ConvergeOne: US-headquartered systems integrator specializing in collaboration, contact center, and network infrastructure. Most directly comparable to Connect as a vendor-independent CCaaS/UCaaS integrator with strong Genesys, Cisco, and Avaya partnerships and similar enterprise customer profile.
- TTEC Holdings: Global CX technology and services company combining CCaaS platform partnerships (Genesys, NICE, AWS) with BPO and digital transformation services. Comparable to Connect in serving mid-market and enterprise clients across multiple geographies with managed CX solutions.
Broad incumbents
- Genesys: Global leader in cloud CCaaS and experience orchestration. While Connect is a preferred Genesys implementation partner, Genesys also competes as a broader incumbent by offering direct professional services and increasingly building out its own SI capabilities.
- Five9: Cloud CCaaS platform vendor providing intelligent CX solutions with AI and automation. Connect is a Five9 implementation partner, but Five9 increasingly pursues direct enterprise sales, posing both an opportunity and a competitive threat.
- Infosys BPM (CX practice): Global IT services major with significant CX, contact center transformation, and AI-enabled customer service practices. Comparable to Connect in delivering end-to-end CX transformation for enterprise clients, though at much larger scale and with broader service portfolio.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
Connect social profiles
Digital presenceConnect compliance and trust
Trust signalCompliance1 record
Connect financial estimates
Financial estimateRevenue estimate
Valuation estimate
Connect leadership team
Management profileNumber of profiles
Profiles7 records
Connect subsidiaries and ownership
Company hierarchySubsidiaries9 records
Connect funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Connect M&A and investment
M&A and investmentM&A2 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Connect
What does Connect do?
Connect delivers cloud-based customer engagement and unified communications solutions through its Connect360 services platform, encompassing Contact Centre as a Service (CCaaS), Unified Communications (UCaaS), Managed Network Infrastructure, AI-powered automation, and ongoing managed and optimization services. The company operates as a global systems integrator, designing, implementing, and managing tailored CX solutions for mid-market and enterprise clients across financial services, utilities, retail, insurance, and energy.
Is Connect a public or private company?
Connect is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Connect founded?
Connect was founded in 1990. It employs 11 to 50 people.
Where is Connect based?
Connect is headquartered in Kuala Lumpur, Malaysia, in the Asia region.
How does Connect make money?
Four revenue lines are on record. Professional Services are the primary driver. The others are managed Services, technology Resale and Integration and network Services.
Who are Connect's main competitors?
Direct peers on record are Concentrix, Foundever (formerly Sitel Group), Capita (Customer Management division), Computacenter, Startek, ConvergeOne and TTEC Holdings. Broad incumbents are Genesys, Five9 and Infosys BPM (CX practice).
Does Connect have an API?
No public API is recorded for Connect.
What industry is Connect in?
Connect's product category is Customer Experience and Contact Centre Services. Its primary akta.pro industry code is HDAIAHAF, Contact Center (CCaaS) & Customer Engagement Voice, with a secondary code of BPAEAIAE, Unified Communications & Contact Center for Workplace (UCaaS/VoIP, Meeting Rooms). Its NAICS code is 54151 and its SIC code is 7373.