What is ConnectNow©?
ConnectNow© is a Digital Integration & Chat Based Routing System enabling chats to be assigned to the right agent at the right time & integrated to the existing ITSM/CRM Systems.
Unlike conventional phone-based service desks agents, ConnectNow© can communicate with multiple users at a time, hence significantly increasing efficiency and productivity.
Additionally, web-based chat is often a preferred channel of communication for users who also wish to multi-task or do not wish to talk with an agent.
Utilising the latest technology, ConnectNow© extends the concept of on-line chatting into an indispensable tool for organisations wishing to improve quality, effectiveness and productivity.
Installed with the minimum of fuss and training, ConnectNow© is a flexible and adaptable product and is particularly useful in an environment such as a support desk or help desk, indeed any situation where calls are placed to a group of staff in order to obtain support.
Offering the routing capabilities from a telephony IVR system combined with the flexibility and tooling available from the world of web-based communication, ConnectNow© excels in both large and small-scale operations due to its wide range of settings and features.
ConnectNow© enables expert advisors to instantly respond to multiple chats, whether they are IT users having problems with their equipment, GPs asking about a specific clinical situation, job applicants not sure about the information they have been asked to supply, or facilities staff in need of a new key or reporting a maintenance issue.
ConnectNow© can easily integrates with existing systems including Intranets, Knowledge Bases, and Ticket Logging Systems (ITSMs) – enhancing and complimenting your current support solution.
Following are just few of the major ITSMs that we can integrate with:
Jira Service Desk
Remedy IT Service Management
Any many more.