Connect Acquires Elerian AI to Enhance Contact Centre CX
August 11, 2025
Connect, a global leader in technology-enabled customer experience (CX), has acquired Elerian AI, a company specialising in conversational AI for contact centres. This move enables Connect to offer digital assistants that deliver natural, seamless caller interactions. The goal is to help clients scale contact centres efficiently, improve customer loyalty, and reduce operational costs.
Why Elerian AI Matters for Contact Centres
Founded in 2021, Elerian AI addresses the challenge contact centres face in deploying AI solutions that work effectively at scale. Dion Millson, Elerian AI’s CEO, points out that while business leaders recognize AI’s potential, choosing and implementing the right solutions remains difficult. Elerian focuses on creating AI that provides fluent, human-like conversations while ensuring a solid return on investment.
Practical, Outcome-Focused AI Solutions
Contact centres are under pressure to lower costs while handling growing call volumes. Elerian AI’s approach proves that voice-based digital assistants can deliver quality experiences akin to human interaction. This involves working closely with leadership to align AI technology with specific business needs rather than treating it as a simple plug-and-play solution.
Localisation is key. Elerian trains language models using actual customer interactions, including voice recordings, to adapt to accents, dialects, jargon, and environmental noises. This customisation improves the AI’s understanding and response accuracy, which is critical for maintaining quality throughout the customer journey.
Beyond technology, Elerian AI supports modernising contact centre workflows. They help redesign manual processes for inbound and outbound calls, optimising the mix of human agents, voice AI, and digital channels to enhance customer experience and efficiency.
A Shared Vision for Customer Experience
Martin Cross, President at Connect, highlights that Elerian AI’s outcomes-driven, service-led approach fits perfectly with Connect’s philosophy. Both companies focus on delivering measurable returns alongside exceptional CX. They share a clear vision for the future of contact centres embracing agentic AI—technology that supports and empowers human agents rather than replacing them.
For Elerian AI, joining Connect means gaining the resources and global presence to expand rapidly. Connect operates across four continents, including strongholds in the UK, US, India, and South Africa. This broader reach allows Elerian to scale its services and consulting capabilities more effectively.
Driving CX AI at Scale
Post-acquisition, Connect will integrate Elerian AI’s technology and expertise to deliver improved CX outcomes at scale. Instead of swapping out legacy systems, the focus is on using the right technology in the right way to transform business operations.
By analysing customer conversations, the combined solution helps businesses redesign workflows, freeing human agents to focus on high-value tasks. Automation through voice and digital channels supports growth while boosting customer advocacy through consistently excellent experiences.
To learn more about how this acquisition boosts intelligent, results-driven CX delivery, reach out to Connect at info@weconnect.tech.
About Connect
Since 1990, Connect has combined global contact centre expertise, deep domain knowledge, and vendor-independent managed services to simplify complex communication challenges. They create opti-channel engagement solutions by integrating technologies from top vendors, enabling frictionless experiences for both internal and external communications.
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