Your quick start Contact Centre package

Connect Assist is primarily solution focussed but we realise that sometimes organisations simply want the simplicity of buying ‘off- the-shelf’.

Our Helpline RightNow package is designed to provide a starter package for your outsourced contact centre.

What does Helpline RightNow give you?

  • Contact Centre Infrastructure – Desks, computers, telephony. Staffing for up to 1200 calls per year over an 8am – 8pm Monday – Friday with an Average Handling Time of 5 minutes*
  • RightNow CX as your Customer Experience and service delivery system. This includes:

– Built in Case Management
– Built in multi-channel contact handling including built-in, integrated email management – Up to 6 key reports on the service from Management Information to outcomes data.
– An online service portal to match your website giving a great experience of using the service and access via:

-A knowledgebase of your information and resources

– Built in Ask a Question email webform routed straight into the case management system to be handled by your contact centre team.

  • Personal Support Account pages
  • Licenses for our contact centre agents plus 2 for your people to use in-house.

RightNow CX modules and license included:

  • One Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service site.
  • Hosted Named Seat Months for 3 of your staff per year (36 seat months) plus seat months for Connect Assist staff
  • 50,000 Oracle RightNow Universal Tier 1 Sessions per year
  • 1 Oracle RightNow Web Portal External Interface Cloud Service (included with site purchase)
  • 1 Customer Portal online interface skinned to match your website including Knowledgebase and Ask a Question.

Not included:

  • Oracle RightNow Chat Cloud Service
  • Guided Assistance
  • Creation and uploading of Answers to Knowledgebase. Training to enable your team to do this is included
  • Integration with any third party systems
  • Infoco Custom Objects Training

 

How do we start?

  • We work closely with you from the start…

 

Discovery

  • We work with you to fully understand your requirements and how we can meet your needs.
  • We develop a specification and project plan that details everything that will be done, ensuring we both know how the project will progress.
Implementation

  • Service Set up – The solution is configured to your needs, including any staff training, contact centre infrastructure, creation of a call record database, knowledge database and more. This is carried out subject to the specification and project plan.
  • Testing – There is always a robust testing period to ensure the solution works to your requirements. You are involved at this stage and sign off all the details specified in the project plan.
  • Go-live – We offer full support once your system is ready to Go-live.

 

For more information, click here, or download our PDF slideshow.

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Case Study

Racing Welfare Out of hours at crisis! Connect Assist provide consultancy, then service.

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