Connect Assist upgrades to cutting-edge phone line technology

Connect Assist is proud to announce that we have upgraded our telephone line equipment to the very latest, most cutting-edge phone-line technology.

We have successfully made the transition from an Integrated Services Digital Network (ISDN) – developed in the late 1980s – to Session Initiation Protocol (SIP), a technology that transmits calls via a secure internet connection, instead of traditional copper wires.

This means we can now offer 99.999 per cent availability on all of our services and our line availability can be scaled up or down within just 24 hours.

Connect Assist is among the first outsourced charity contact centres in the UK to implement this technology. This is something we’re very proud of as this kind of technology is usually the preserve of contact centre operations far bigger than our own.

Patrick Nash, chief executive of Connect Assist, said:

“We are delighted to announce the upgrade of our phone line technology, and we hope it will result in further increased efficiencies and improved service delivery for our customers.

“We pride ourselves on offering charities and their users the best possible service. This  announcement demonstrates that we are committed to investing significantly in our own technology so ensure this is the case.”

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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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