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RightNow Launches RightNow February '08 On Demand CRM Solution

  • 26 February, 2008 09:51

<p>Sydney (February 26, 2008) RightNow® Technologies (NASDAQ: RNOW) today introduced RightNow February '08, the latest release of its enterprise-class, on demand customer relationship management (CRM) solution. With this latest version, RightNow delivers a new contextual workspace for maximum agent productivity, as well as new topic monitoring capabilities that enable companies to quickly understand customer sentiment.</p>
<p>New Contextual Workspace
RightNow has enhanced the agent desktop with a new workspace that helps organisations immediately engage customers with relevant, personalised service. Using information from and about the customer and knowing what actions the agent must take, RightNow tailors content and functionality on the agent's desktop to address the issue at hand. Certain fields and tabs will be dynamically displayed or hidden in the workspace based on the context of the interaction.</p>
<p>For example, if a customer calls to return a product, the agent's desktop - which can be integrated with a return merchandise authorisation (RMA) system - will automatically present the data and steps to enable a return. Or, if a customer is calling to register a product, the agent's desktop instantly displays a product registration screen.</p>
<p>"Within the RightNow solution, contact centre agents can use a drag-and-drop layout designer to easily configure their desktop workspace to meet individual needs," said David Vap, vice president of products at RightNow.</p>
<p>"Our new contextual workspace takes this a step further to allow organisations to configure the agent workspace to dynamically change to meet the needs of each customer inquiry. Contact centre agents who are armed with the right tools and knowledge at the right time are able to provide fast, accurate and personalised service and the very best possible customer experience."</p>
<p>New Topic Monitoring
To empower companies to exceed customer expectations, organisations must understand those expectations and be prepared to address them quickly. In this latest release, RightNow has added topic monitoring capabilities, which help organisations capture and measure customer feedback, by automating the review of feedback from customers.</p>
<p>Analysing customer feedback delivered through numerical rankings or multiple choice answers are helpful, but customer "write-in" comments usually provide the most valuable information. Analysing this information is more difficult and time consuming and typically requires a great deal of manual processing. RightNow's new topic monitoring feature gives organisations the ability to automatically measure customer sentiment by grouping or clustering common topics within the unstructured text responses.</p>
<p>For example, after a new product is launched, RightNow's customer satisfaction survey software can send a feedback survey to customers. As surveys are returned, a word such as "defective" can be automatically identified when it appears in multiple responses. The information can then be routed to appropriate staff for immediate follow-up.</p>
<p>In August of 2007, RightNow announced the addition of emotion detection features that gauge customers' opinions by applying an emotional rating to text-based customer communications. Coupled with RightNow's new topic monitoring capabilities, organisations can now be confident they understand customer sentiment and have the information needed to deliver better customer experiences.</p>
<p>About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information,please visit</p>
<p>RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.</p>

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