Connex Forges Customer Success Through Innovation and Forward Thinking

Connex is a leading-edge systems integrator with over 600 employees in 14 offices in North America. The company provides next-generation solutions and services, comprised of best-of-breed technologies, spanning the customer engagement, team collaboration, and IT solution areas. Connex also has dedicated Salesforce, security, and infrastructure practices, bringing a wide breadth of offerings to its customers.

With clients — including some of the world’s best-known brands — across financial services, technology, utilities, government, hospitality and a range of other industries, Connex has long held a commitment to exceptional customer service, supporting its customers’ success through innovation and forward thinking.

Connex’s PIT Crew — or Product Innovation Team — conducts widescale test runs with new technologies to streamline deployment and support systems modernization with reduced risk. Today, Connex has more than 150,000 endpoints managed across over 75,000 agents throughout its client organizations. Customers have access to extensive Connex resources on the ground, along with 24/7/365 bilingual customer support

Connex assists customers with leveraging Verint technology, including Speech Analytics, to surface customer insights. One such client is a large Canadian financial institution, which has leveraged Connex support and Verint technology to create a Customer Experience Analytics team that has become a trusted source of insights for customer and agent experience across five contact centers in North America.

Data collected in these centers yields intelligence that the organization uses to identify and respond to high-volume, low-value calls and to quickly surface and act upon call drivers that yield longer handle times and frustration. A large Canadian financial institution leverages speech analytics to create substantive categories, identify call drivers, and develop mitigation tactics to proactively address them effectively across the organization.

In one example, the organization took corrective action that resulted in a reduction of 3,000 calls per month. A large Canadian financial institution also identified the top five drivers of repeat calls, developing training materials, employee communications and manager coaching to address the root causes.