James Thew - Fotolia
Connect Managed Services has made a couple of acquisitions to increase its portfolio of offerings on both sides of the Atlantic.
The firm has picked up CoolHarbour, which has made a name for itself spearheading support for Amazon Connect, and picked up the addets and technical teams of US based UVN. The details of the cost of the acquisitions has not been disclosed.
On this side of the pond the CoolHarbour deal gives Connect a player that has built a strong reputation in the on-demand contact centre service from AWS and is on track to become the first UK firm to get accredited reseller status.
The firm was started four years ago by Faraz Khan, Jamshaid Anwar and Wajahat Khan and the entire team will be joining Connect.
Amazon Connect is posing a challenge to call centre alternatives that still require upfront capex investments and will give Connect a chance to get in a leading position in that space.
"The opportunity to integrate our Amazon Connect call centre skills and experience with a progressive firm like Connect was exactly what we were looking for. This will be hugely beneficial for CoolHarbour’s customers as it will enable us to better support their existing infrastructure and software (Genesys, Avaya, Cisco)," said Anwar.
UVN is a technical and engineering support specialist serving a number of large enterprises in the US and will give more muscle to Connect's activities in America.
“Cost control, exceptional customer service along with improved business and operational capabilities remain high on everyone’s agenda. As a trusted partner, we are constantly looking for new ways to help our customers to achieve these important objectives. There is growing interest in Amazon Connect and we are already seeing a shift to AWS within our own client community, with a number moving, some or all, of their IT applications to this environment," said Alex Tupman, CEO of Connect Managed Services.
"Add to this the growing demand for our solutions in the United States, the UVN deal provides invaluable, technical engineering & customer support to our overall capabilities in this important market. These will help to underpin Connect's geographical footprint and ambitious expansion plans in North America. We firmly believe both these acquisitions provide a win, win situation for everyone involved," he added.
Connect Managed Services last dipped its toe into the acquisition waters last summer, with the addition of PC-I, and its latest deals were backed by private equity investor LDC.