Case Study: Ignition Group achieves a modernised cloud contact centre and higher CX productivity with ConnexAI

How Ignition Group modernised their contact centre with ConnexAI

Ignition Group, one of Africa’s largest technology, media, telecoms and financial services providers, was struggling with aging on‑premise diallers that delivered low‑to‑mid‑80s uptime and cost the business roughly 15% in efficiency. Seeking a modern, scalable cloud solution, Ignition selected ConnexAI and its Connex One / ConnexAI cloud platform to modernise their contact centre technology.

ConnexAI migrated Ignition to a 100% cloud platform, adding real‑time monitoring, improved navigation and data tools that boosted contactability and agent productivity, and virtually eliminated significant downtime. The move recovered lost efficiencies, enabled rapid scale‑up from about 100 to 300 agents across campaigns, and left Ignition recommending ConnexAI for its responsiveness and ongoing partnership.

Ignition Group

Daryl Firmani

Head of Distribution Operations