Contact Centre CX

“Please hold" is costing your business too much money

At Fortay Connect we remove the need for ‘Please Hold’ by transforming your contact centre with AI-powered experiences that your customers and agents actually prefer.

Vendor-agnostic experts across leading CCaaS and CX platforms - from strategy and deployment to ongoing optimisation.

This is for you if:

 Your CX strategy hasn't been updated for the AI era

 Your competitors are delivering personalised AI experiences

 You're stuck in multi-channel instead of true omnichannel

 Your customer loyalty and NPS scores are low

  You can’t map your customers journey for engagement or resolution

  You want to innovate but don't know where to start

contact centre consulting

Your contact centre should create loyalty, not frustration

When agents are forced to jump between systems, customers repeat themselves and queues keep growing, frustration is inevitable. We design AI-powered contact centres that unify channels, surface the right information in the moment, and route conversations to the best outcome - so issues resolve faster and experiences feel effortless.

Talk To A CX Expert

Trusted by leading teams, delivered with leading platforms

Our customers

  • Dext
  • alcumus
  • AVFC
  • ineos
  • severn Trent
  • Ashtons Legal
  • CA Auto Bank

Our Technology Partners

  • zoom
  • ring central
  • goto
  • dialpad
  • nice
  • teams

Our Integrations

  • HubSpot
  • Salesforce
  • Dynamics 365
  • WhatsApp
  • PCI Logo
  • ServiceNow
  • jira

For your customers

Fortay-connect-icons
  • Connect their way with consistent service across all channels
  • Experience AI assistants that actually solve problems
  • Receive personalised service based on real-time context
  • Enjoy a humanised self-service that speaks their language 
  • Speak to the right agent the first time to find quick resolution to queries

For your agents

3
  • AI handles the admin (notes write themselves)
  • Real-time AI assistance during tough calls
  • Focus on customers, not wrestling with tech
  • Reduced repetitive tasks that cause burnout
  • Access to integrated information and seamless transfers
  • Improved coaching and flexibility over their schedule

For your business

4 (3)
  • Turn customer patterns into predictive insights
  • Connect everything to your CRM properly
  • AI experiences that drive measurable outcomes
  • Innovation that delivers ROI, not just hype
  • Boost revenues with an increase in customer loyalty
  • Gain competitive advantage with personalised customer engagements 
  • Improve agent satisfaction by using AI to reduce after-call work, simplify queues, and decrease hold times
  • Make work schedule planning more efficient 

Our process

CX & AI Advisory

If you're planning a major communication tech change, our advisory service provide a strategic blueprint covering current analysis, stakeholder input, and future planning to avoid costly mistakes, even if you think you’ve already chosen a solution.

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Technology selection

We help you choose the best fit vendors by deeply analysing your needs, testing real use cases, assessing long-term vendor stability, and supporting negotiations all while remaining independent and focused on seamless integration from day one.

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Deployment

Our deployments typically take 4–9 months and follow a carefully staged approach to avoid disruption, with thorough integration planning, role-specific training, and smart customisation to ensure a smooth, tailored transition your team can confidently adopt.

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Modern managed services

Our expert team provides 24/7 support with rapid response times, proactive monitoring, and ongoing optimisation across all major platforms so you're covered for emergencies, integrations, and continuous improvement, not just break-fix issues.

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The CX Leader's Roadmap:

Implementing Conversational AI For Exceptional Service

Book A Meeting

Discover how our communication tools can streamline your business operations.

In your personalised online meeting, our CEO Mark can answer any questions you may have, walk you through our platform solutions, show you how it works, and tailor the experience to your needs.

Simply use the calendar below to find a time that suits you!

it’s what we do best

Client reviews

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Fortay client review logos (1)
Dan Bunce
IT Systems Project Manager, Garden Court Chambers

“The technology is always current”

With cloud-based comms, there are fewer points of failure as someone, somewhere, will have an internet connection and be able to take calls. Previously if we had an outage, we lost calls which is a major problem for barristers.”

Ashtons-legal-logo
Ben Hallatt
IT Director, Ashtons Law

“Made complex decisions feel manageable”

"We thought we just needed to upgrade our phone system. Mark helped us see we were thinking way too small. He walked us through what modern platforms can actually do, translated all the technical jargon into real business value, and completely transformed how we interact with clients.

What really stood out was how he made complex decisions feel manageable. Instead of pushing a solution, he helped us understand what was actually possible - then stuck around to make sure we got real value from it. Without his expertise, we would have just upgraded to another basic phone system and missed this huge opportunity."

Frequently asked questions

Where's our data stored?

Your choice: UK, EU, or global data centers with enterprise-grade security. Everything's encrypted, compliant, and exactly where regulators want it.

Is this truly omnichannel?

Yes - not just multiple channels pretending to work together. Every conversation flows seamlessly, no matter how it starts or where it goes.

Can we take payments securely?

Yes. PCI compliance and payment tools can seamlessly integrate into the technology depending on your requirements. Your agents handle payments without ever seeing or recording card details. We’ll advise you of the best options for your work flows.

Does AI cost extra?

Core AI features come standard - intelligent routing, real-time assistance, automatic summaries, CRM integrations. We'll help you get value from what you're already paying for.

How does AI improve our contact center?

Modern AI tools deliver lots of improvements, the top being;

 

  • No more ‘please hold’ - Intelligent call routing to the right expert stops customers repeating their issue time and time again.
  • Empowered Agents & Supervisors with real-time agent coaching and assistance in every step of every interaction.
  • Predictive analytics to prevent issues. This translates to shorter handle times and better customer experience.
  • Unified experiences - all customer data from historical apps in one place to provide exceptional service.

What about CRM integration?

We've integrated with all major CRM platforms. We'll provide a clear assessment of what's possible with your specific setup and identify any potential technical challenges upfront.

How do you manage the transition?

We implement in phases, building and running systems in parallel to minimise disruption. This allows for proper testing and training while maintaining business continuity.

What determines project success?

Success requires three elements:

 

  • Proper technical implementation
  • Organisational support to optimise operational processes
  • Comprehensive user adoption

We provide guidance and support across all three areas.