Connect Managed Services is a contact centre technology and services group.

Connect provides round-the-clock availability and pain-free transformation of business-critical contact centre and UC (unified communications) environments for global clients from financial services firms such as Barclays to household names including Tesco.

In April 2014 LDC backed the multi-million pound management buyout of Connect Communications (now re-branded Connect Managed Services).

The investment is helping to accelerate the continued expansion of the business, primarily through continued investment in its market-leading technology and service portfolio, whilst also facilitating the business’ growth with both existing and new customers here in the UK and across the EMEA region.

In June 2017 the business reported a 39% increase in turnover and a 240% increase in profits (EBITDA) to December 2016.

In July 2017 Connect Managed Services completed the acquisition of PC-1. PC-1 manages some of the largest contact centres in the UK for customers such as NSPCC, Northumbrian Water and Vodafone. Originally founded in 2003, PC1’s strength in platforms powered by Genesys and Cisco technology complements Connect’s existing strengths across Cisco and Avaya contact centre platforms.

In February 2018 Connect Managed Services acquired CoolHarbour and US-based UVN, to extend its service line and expand its international footprint. The deals will add more than $2million of revenue to the business.

CoolHarbour, a specialist customer engagement and unified communications consultancy, is set to become the first UK company to gain Amazon Connect accredited reseller status in the contact centre market. Amazon Connect facilitates the set up and management of customer contact centres to provide reliable customer engagement, and the acquisition will strengthen Connect Managed Services’ growing solutions portfolio.

Connect Managed Services has also acquired the assets and technical teams of US-based UVN, which delivers technical and engineering support to blue chip enterprises based across the United States, in a move that complements the business’ existing US footprint and customer portfolio.

In July 2018 Connect Managed Services announced record financial results for the year to December 2017 as the firm targets further growth. The business, achieved total revenues of £21m in its latest financial year, up from £13.3m the previous year. Over the same period, total EBITDA increased by 77% to £2.3m from £1.3m in 2016. Trading for the first quarter of 2018 has increased by 84% year-on-year, driven by a strong pipeline of new business across all channels and buoyant market conditions, as the demand for digital transformation of CX and UC becomes increasingly central to businesses’ operations.

Partnering with LDC has given us the resource and expertise to laser focus on executing a clear growth plan, helping to scale our business through investment in research and development, along with pursuing a targeted programme of acquisitions. We're now a business of truly international scale, with a platform for further expansion after achieving a record year.
Alex Tupman, CEO, Connect Managed Services