Our Story

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, employing local people into a progressive environment underpinned by stability and absolute focus on creating positive outcomes for our clients and their customers.

Our Story
Our Story

Our Journey

Our journey’s been an exciting one, marked by many milestones that make our company what it is today.

Our Story

2006 – Patrick Nash sets up Connect Assist

Recognising technology could empower organisations to help more people, Patrick Nash and Rusty Livock launch Connect Assist. Their vision was to create a company that provides local, social and environmental benefits – a vision that defines us to this day.

Our Story

2007

One whirlwind year after launching, we take our 10,000th call. Little did we know we’d go on to become the first-choice provider in our market.

Our Story

2009

Connect Assist achieves gold partner status with RightNow.

Our Story

2010

One of our call handlers in our ever-growing contact centre team takes our 100,000th call.

Our Story

2012

Gain Network Rail and The Royal British Legion as customers.

Driven by a desire to remain at the forefront of exceptional customer communication and support, we diversify our offering with a text support service.

Oracle acquires RightNow and rebrands to Oracle Service Cloud.

As part of the acquisition, Connect Assist becomes accredited Gold Partners

Our Story

2013

The entire team is thrilled when Connect Assist is given its first, major accolade: Business of the Year Award by Rhondda Cynon Taff Business Club.

We decide to expand our services once again by launching live chat services.

Our Story

2014

From one recognition to the next, we’re immensely proud to scoop up the Contact Centre Forum’s Diverse Workplace Award.

Our Story

2015

A whopping one million calls have been handled by our incredibly hard-working call centre team. We want more companies and their customers to benefit from our services, so we expand by 57 contact centre and 22 non-contact centre seats.

Our Story

2017

A busy year for Connect Assist, starting with the appointment of a new board of directors, with founding directors moving into non-executive roles in support of the new board.

Patrick Nash is over the moon when he’s named IoD Director of the Year for Leadership in Corporate Responsibility.

Growing the business even further, we acquire Connect Point Technologies Ltd, a specialist in Oracle Service Cloud applications for local government.

Gain The Prince’s Trust as a customer.

Our Story

2018

After a six-month procurement process, the Home Office awards Migrant Help the contract for Advice, Issue Reporting and Eligibility Assistance services (AIRE), which will be a single, integrated national support service for asylum seekers. We’re selected to provide the First Response Centre and supporting Oracle Service Cloud solution.

Our Story

2019

The Connect Assist team continues to expand – there are now 210 permanent employees working for us.