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 Journey
Our journey’s been an exciting one, marked by many milestones that make our company what it is today.
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.
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.
2009
Connect Assist achieves gold partner status with RightNow.
2010
One of our call handlers in our ever-growing contact centre team takes our 100,000th call.
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
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.
2014
From one recognition to the next, we’re immensely proud to scoop up the Contact Centre Forum’s Diverse Workplace Award.
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.
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.
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.
2019
The Connect Assist team continues to expand – there are now 210 permanent employees working for us.
