Features

Packed with features, ConnectNow has something for everyone…

Whether you’re an Agent handling chats, a customer in need of help, or a stakeholder invested in performance and added value, ConnectNow has you covered.

Built For Support

ConnectNow is designed from the ground up to integrate in to a Service-oriented environment, such as an IT Service Desk. However, with its flexible configuration capabilities, ConnectNow will excel even in an environment with very few users.

ConnectNow Wizard Window

Dynamic Routing

Route customers directly through to an agent who has the skills and expertise required to help with their specific query. Dramatically improve the customer experience through less transfers and faster responses, all whilst ensuring agents know what to expect next.

ConnectNow Alert Admin Window

Alerts

Alerts can be created to convey critical information and are the first-point-of-call for a customer. Pro-actively prevent a crippling influx of contacts in the event of a System Problem, signpost scheduled maintenance and have the alert expire automatically, or promote key content.

ConnectNow Reports

BI, Metrics, and KPIs

Leverage huge amounts of data for powerful reporting purposes. Agent and Service performance indicators including handle times, wait times, abandonment, % answered in SLA and more are available. Improve Problem Management by spotting patterns and trends from customer and chat data.

ConnectNow Chat Transfer Window

Transfers

Transfer chats between Skillsets as well as directly to other agents, retaining the complete history. Promote collaboration and on-board other departments within the organisation, transferring directly between them, all whilst keeping the customer on the same journey and preventing the repetition that comes with conventional call transfers.

A Better Experience

Every feature in ConnectNow started off with us asking ourselves how somebody’s day could be made easier. Because of this, several quality of life improvements can be enjoyed, whether you are an administrator, agent, or customer.

ConnectNow Keywords Window

Keyword Search

Have ConnectNow intelligently search either Google, or your own knowledgebase on behalf of your customers. Links to potentially relevant pages are displayed as the customer types their query. Filter out quick-wins by promoting self-help and signposting users to easy answers, freeing up agent resources.

ConnectNow Keywords Screen

Pre-Step Wizard

Further promote self-help with a bespoke guided wizard. From as having a user read some information before talking to an agent, to as complex as a full technical walkthrough, the power to provide unmanned but directed assistance to customers before they’ve hit the queue results in fewer interactions, and increased satisfaction.

ConnectNow Canned Responses Window

Canned Responses

Stop wasting time repeating the same phrases in chats again and again. Use ConnectNow’s “Canned Responses” to enable agents to quickly fire common phrases at the click of a button. Organize by category, ensuring Agents only see information that is relevant to their current active chat. Add to the authenticity and inject the customer’s name for a personal touch.

ConnectNow Resume Chat Window

Resume Previous Chat

Stop chains of interactions from customers returning after completing an action. No more reference numbers, no searching for previous interactions in various ITSM systems. Have your customers quickly locate the previous chat they want to resume, update the notes, and re-join the queue, right from where they left off.

ConnectNow Filtered Words Window

Filtered Words

Protect your users from profanities, extending with your own choice of filtered words. View attempts to send any filtered words in full context, helping to assist in the unfortunate scenario of a behavioral issue.

ConnectNow Conference Window

Conferencing

Invite any number of agents to participate in a chat, forming a conference. Drastically improve handle times by allowing an Agent to pull in a senior for assistance, or to care for a customer in the unfortunate event of a complaint. To prevent confusion, only the original Agent can control the chat itself, such as closing, or transferring it.

Integration

ConnectNow is designed and built to integrate with other applications. We use OData for ConnectNow’s API, which facilitates easy, fast, and powerful querying of data.

Log an Incident

Save time and effort by integrating ConnectNow with your ITSM tool of choice, logging incidents quickly and easily. Link chats to incidents in order to improve data integrity as well as ease the task of finding corresponding tickets in external systems. 

Display Statistics

Display useful statistics and metrics elsewhere across your estate. Show wait times and availability on your intranet, or show the alerts from within ConnectNow on other pages, keeping users in the know without visiting ConnectNow directly.

References / Referrals

Refer users to ConnectNow with predefined options, launching customers straight to a queue based on where they came from. A great example is on the bottom of a knowledge article could be a button or link labelled “Still need help? Click here to chat!”, quickly converting self-help to assisted support with the click of a button.

Advanced Integrations

Expand above and beyond with bespoke integrations, leveraging ConnectNow’s APIs and flexibility to create a unique experience for your business.

Beautiful, Functional Wallboard

A Wallboard is a core component for any Contact Centre, providing a bird’s-eye-view of the queues. ConnectNow ships with a fully-featured and attractive Wallboard that can be displayed on screens throughout the office, or just an Agent’s workstation.

Key Statistics

Key statistics are displayed on the Wallboard, with totals, and a skillset breakdown. You can quickly identify busy queues, resource allocations, and performance at a glance. Administrators can control the colour threshold and SLA settings.

Closure Display

Opening hours are displayed on the Wallboard when the service is out of hours. This ensures agents are aware and able to get ready for when service is scheduled to start.

Responsive Service Status

For transparancy and agent awareness, the current Service State is displayed on the Wallboard. If the Service State is anything but “available”, the Wallboard transitions to red. This stark contrast will be noticed – even in peripheral vision from a distance – prompting an agent to check their dashboard for more information.

  • Key Statistics

    Key Statistics

    Key statistics are displayed on the Wallboard, with totals, and a Skillset breakdown. You can quickly identify busy queues, resource allocations, and performance at a glance. Administrators can control the colour threshold and SLA settings.
  • Closure Display

    Closure Display

    Opening hours are displayed on the Wallboard when the service is out of hours. This ensures Agents are aware and able to get ready for when service is scheduled to start.
  • Responsive Service Status

    Responsive Service Status

    For transparancy and Agent awareness, the current Service State is displayed on the Wallboard. If the Service State is anything but “available”, the Wallboard transitions to red. This stark contrast will be noticed – even in peripheral vision from a distance – prompting an Agent to check their dashboard for more information.

Request a Demo

You can request a demonstration from us for free! The demo itself should take about 30 minutes, with extra time for any questions. We can conduct the demo online via WebEx, or we can discuss a site visit.

ConnectNow Demo Devices