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…



  • 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.

  • 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.

Watch our video

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.