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RightNow Technologies Delivers RightNow November ’08 Plus New On Demand Enterprise Contact Centre Package

RightNow On Demand Customer Relationship Management Solution Now Includes Agent Scripting, Desktop Add-in Framework and Guided Assistance
  • 19 November, 2008 12:00

<p>Sydney, 19 November 2008 – RightNow Technologies (NASDAQ: RNOW) today released its latest on demand customer relationship management (CRM) solution, RightNow November ’08 and a new Enterprise Contact Centre Package.</p>
<p>In a typical contact centre, agents tap into a myriad of applications, databases and systems to handle customer inquiries. With RightNow November ’08 contact centre agents can have a single desktop, where relevant and contextual information unique to each customer interaction is pushed to the agent. Our objective is to give agents the right information, facilitate the right opportunities and ultimately deliver the very best possible experience.</p>
<p>RightNow November ’08 includes agent scripting, a desktop add-in framework and guided assistance.</p>
<p>The new agent scripting feature in RightNow November ’08 walks agents through a call script to ensure consistent handling of customer interactions. Agent scripting helps deliver a superior customer experience across a broad range of customer interactions; drive agent productivity through consistent business processes; reduce training time; and drive revenue through effective up-sell or cross-sell.</p>
<p>The highly flexible agent scripting feature includes: complex branching logic, complete control over the format and layout, the ability to capture and validate data right within scripts and an intuitive graphical user interface that lets general business users create scripts.</p>
<p>Desktop add-in framework allows customers and partners to easily add additional functionality to the agent desktop. The desktop add-in framework increases agent productivity by integrating and centralising applications, tools, or web services into RightNow’s On Demand Agent Desktop, streamlining many agent processes, such as: Computer Telephony Integration (CTI), address validation, return merchandise authorisation and order processing.</p>
<p>Guided Assistance delivers quick trouble-shooting capabilities through a series of questions and answers which direct agents to appropriate knowledge answers. Guided assistance can be used in combination with RightNow’s broader agent scripting capabilities. Guided assistance helps improve first contact resolution by guiding the agent to the right answer the first time and model the best practices of the best agents.</p>
<p>Enterprise Contact Centre Package</p>
<p>The Enterprise Contact Centre Package includes the functionality required by large contact centres. Designed for a consumer-focused company that wants to maximise agent productivity and deliver a superior customer experience across customer touch points, the new package, delivered on demand, includes:</p>
<p>* RightNow’s on demand CRM solution – Service, Marketing, Sales, Feedback, Analytics and Connect functionality</p>
<p>* Tools a contact centre agent needs, such as:</p>
<p>- Agent scripting</p>
<p>- Guided assistance</p>
<p>- Ability to chat online with a customer</p>
<p>- Rules-based contextual workspaces that change based on the customer interaction</p>
<p>- Customisable workspaces, to meet individual agent needs</p>
<p>* Capabilities to help the contact centre provide great customer experiences, such as:</p>
<p>- Customer feedback</p>
<p>- Reporting</p>
<p>- Add-in framework to easily integrate with other agent tools</p>
<p>- Ability to control your own application upgrade schedule, rather than being forced to upgrade on the vendors schedule</p>
<p>- Proactive customer communications</p>
<p>“With November ’08, RightNow has added two key pieces of technology to help streamline and enable more efficient, customer-centric interactions; agent scripting and a desktop add-in framework. Contact centres are inherently complex and overtime have become mired. Technologies such as these are required to transform the contact centre and equip contact centre agents with instant access to the right information and support at precisely the right time,” said Mary Wardley, vice president, CRM Applications at IDC.</p>
<p>About RightNow Technologies</p>
<p>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 1,900 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 RightNow Technologies.</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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