At Custom Connect, research and innovation go hand in hand with our people-first approach. Our R&D team explores technologies and methods that help organisations better understand, support, and connect with their customers. By focusing on areas such as AI, data-driven decision-making, and customer behaviour, we ensure that dialogue remains both personal and future-proof.
Artificial Intelligence
AI enables us to enhance conversations without losing the human touch. From intelligent routing in contact centres to predictive analytics, we use AI to make interactions more efficient and relevant. Developing our own software in-house (Myia) to support agents and deliver insights to our clients, our technology suite helps global brands create tailored experiences that strengthen customer loyalty.
Data-Driven Decision-Making
Decisions based on reliable data lead to measurable improvements. Dialogue as a Service, collects and analyses interaction data to uncover patterns, optimise processes, and support strategic choices. In sectors like financial services, this approach allows for smarter resource allocation and a better balance between cost and customer satisfaction.
Customer Behaviour
Understanding how people behave is essential for effective customer engagement. Our research looks at motivations, preferences, and emotional drivers behind dialogue. In industries such as e-commerce, these insights translate into personalised journeys and more meaningful customer relationships.
Shaping the Future
Innovation at Custom Connect is not about replacing people with technology – it is about combining human strengths with intelligent tools. By continuously investing in R&D, we create solutions that help our partners meet today’s challenges and prepare for tomorrow’s opportunities.
