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RightNow August ’09 Boasts New Graphical Workflow Design Capabilities and Analytics for Cloud Monitor

Dynamic Agent Desktop Now Includes Graphical, Drag and Drop Designer to Define Workflows and Guide Agents through Complex Customer Interactions
  • 25 August, 2009 09:53

<p>Sydney — August 25, 2009 — RightNow (NASDAQ: RNOW) August ’09 helps contact centre agents <http:> deliver great customer experiences; features include new graphical desktop workflow capabilities and new analytics for Cloud Monitor <http:> .</http:></http:></p>
<p>New Graphical Workflow Capabilities Added to Dynamic Agent Desktop</p>
<p>The new graphical desktop workflow capability within the dynamic agent desktop steps an agent through a business process and automates tasks behind the scenes; this new capability extends the dramatic increases in agent productivity, and decreased agent training costs associated with high agent turnover our customers are currently achieving with the Dynamic Agent Desktop.</p>
<p>New with RightNow August ‘09 is the RightNow dynamic agent desktop which includes Desktop workflow, a graphical, easy-to-use business process designer that guides agents across multiple workspaces and processes throughout a single customer interaction. Its features include:</p>
<p>o Drag and drop design functionality allows managers to quickly create new business process flows.</p>
<p>o Linking multiple scripts and workflows together guides agents through complex customer interactions.</p>
<p>o Automated tasks in the background, such as updating contacts and incidents, helps keep interactions efficient.</p>
<p>Other features include:</p>
<p>· Desktop add-in framework improves agent efficiency and effectiveness by integrating outside systems and processes directly into the RightNow agent desktop.</p>
<p>· Agent scripting walks agents through a call script to ensure consistent handling of customer interactions.</p>
<p>· Guided assistance shortens resolution times and improves first contact resolution rates by guiding the agent to the right answer - the first time.</p>
<p>· Contextual workspaces give agents the right tools at the right time in the context of the customer interaction.</p>
<p>“Great companies can’t leave agent-assisted customer experiences to chance. RightNow’s dynamic agent desktop empowers frontline employees to work smarter and engage with customers proactively, with timely, relevant and personalised information that drives better customer interactions,” said Brett Waters, Vice President Asia Pacific – South, RightNow Technologies.</p>
<p>RightNow Cloud Monitor Analyses Trends, Emotions and Click-Throughs</p>
<p>Released in May, the RightNow Cloud Monitor <http:> tracks external conversations about products, services and brands, as they occur on the social Web. Now, with RightNow August ‘09, companies can add the following to their social media monitoring processes.</http:></p>
<p>· Key Contributors allows companies to automatically identify social influencers on Twitter, those with frequent tweets and a broad base of followers. The key contributors feature helps companies identify advocates, as well as detractors</p>
<p>· SmartSense Trend provides insight into how customers feel about a company, brand or product. SmartSense Trend lets organisations look at comments on Twitter and sort by emotion, search term and time.</p>
<p>· Cloud Links Analytics offers deep analysis of Cloud Links, the links to social network sites (like Twitter, Facebook, LinkedIn, YouTube and Flickr) that can be included in personalised surveys and outbound emails. With Cloud Links Analytics, organisations can see the number of click-throughs and unique views for each individual link.</p>
<p>About RightNow Technologies</p>
<p>RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organisations deliver great customer experiences. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies. <http:></http:></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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