CX Cloud Platform
Current Release Functionality
With RightNow CX February 10, RightNow announces the expansion of the RightNow Social Experience suite for a more comprehensive and seamless customer experience that spans the contact center, the corporate web site, and the social web.
RightNow Community Enhancements
RightNow continues to enhance its community applications for a more seamless, personalized customer experience reaching from the contact center to the corporate web site to the broader social web. These features apply to RightNow Support Community, RightNow Innovation Community, and RightNow Social Experience Designer.
- Knowledge Foundation Discussion Threads – Keep your knowledge base fresh and relevant by allowing consumers to comment on and rate the answers
- Integrated Contact Record – Put customers’ community profile information at agents’ fingertips, so they can approach incidents with a more informed perspective
- Expanded Widgets for Customer Portal – Display a wider range of community content on Customer Portal to help customers find what they need more quickly.
- The November 09 release included a basic community search widget and a recent community posts widget.
- February 10 enables you to also display content from specific forums, specific users and more, and offers better filtering and sorting capabilities
- SmartSense Moderation Workflow – Make life easier for your moderator by using SmartSense technology, which detects consumer sentiment, to scan new content and route it to the appropriate next step (publish, moderate, or discard)
- AddThis Integration – Draw more eyes to your community, making it easy for users to broadcast community content through email, Digg, Twitter, Delicious and more with AddThis integration
New Sources For RightNow Cloud Monitor
RightNow Cloud Monitor remains an important part of the RightNow Social Experience, allowing organizations to listen to conversations happening on the social web and take immediate action as needed. Now, with the February 10 release, you can hear and respond to even more of those conversations through the addition of two new sources:
- Cloud Monitor for RSS – Add a broad spectrum of relevant conversations to your radar by monitoring content on RSS-enabled sites. Most blogs and news sources provide RSS feeds, so this feature opens up a large portion of the social web for monitoring
- Cloud Monitor for RightNow Community – Keep your contact center agents in the loop by monitoring the activity in your own corporate branded community
Enhancements In Cloud Monitor Efficiency
Monitoring the social web shouldn’t slow down your agents’ productivity. That’s why RightNow is releasing two features to make it even easier to monitor, manage and respond to consumers.
- Language Filtering – Narrow your search results to return only the most relevant content by using Cloud Monitor’s language filtering capabilities
- Incident Creation from the Response Dialogue – Allow agents to create an incident in one click – directly from the response dialogue – to increase efficiency and shorten response times
Chat Real Time Reporting
RightNow has improved its real time reporting capabilities for Chat, helping your agents and supervisors meet SLAs and deliver an exceptional customer experience. Reports now refresh automatically within seconds. Chat now includes these seven new real-time reports to track queue statistics and agent performance:
- Current chat group statistics
- Current chat agent statistics
- Active chat list per agent
- Current chat queue statistics
- Active chat list per queue
- Waiting chat list per queue
- Chat agent list per queue
Customer Portal Topic Browsing
With this new feature, your consumers can browse by topic to find the information they need. It provides an alternative to searching by keyword or product category, making your web experience more intuitive and more versatile – and helping consumers find what they need more quickly.
Brandable, Customizable Co-Browse Consumer Interface
For the February 10 release, RightNow has made it possible for you to brand your Co-Browse widget without the help of professional services. This will make it easier for you to create a unified look and feel for your web experience and modify it as needed. In addition, agents now have the option of undocking the Co-Browse tab from the agent desktop, giving them a more expansive view of the customer’s screen and helping them work more productively.
Agent Desktop For Windows 7
The RightNow agent desktop now supports the Windows 7 operating system.
Reporting Add-Ins For RightNow Agent Desktop
You can now take advantage of a new reporting add-in to extend your analytics reports. This add-in allows you to add record comands to reports, such that when users click on the associated report row, the programmed action automatically occurs. The add-in makes your reports more comprehensive and customizable, and helps users interpret and apply the results more effectively.
Agent Account Self-Help
RightNow administrators are now able to provide account password self-help for staff members. Using the new configuraton settings, staff members who have forgotten their user names or passwords can click on the new “Login Help” link on the login window and perform one of three actions:
- Open the login procedure in online help
- Send staff an email to remind them of their user name or provide a password reset link
- Show an alternate message
For more information on the complete feature enhancements, please check out the release notes in the RightNow communities.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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Flash Demo: RightNow Social Experience Flash Demo
View this demo to learn how RightNow Social Experience can put the social web to work for your organization, so you can not only participate but also leverage customer relationships to improve your services, your products and your brand.
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Flash Demo: RightNow Communities Flash Demo
View the RightNow Communities demo to see how RightNow's online community platform can help you maximize loyalty, improve service, and drive innovation.
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Flash Demo: RightNow Contact Center Flash Demo
View this contact center flash demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
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Research & Analysis: RightNow's 4th Annual Customer Experience Impact Report
This survey confirmed, again, that consumers are challenging companies to sit up and take notice; and if they aren’t willing to care for their customers, they will go elsewhere.
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White Paper: CrowdService: Harnessing the Wisdom of Crowds
CrowdService, leveraging the wisdom of your customers to help others, affords not only cost savings but also improves customer experiences and drives loyalty.
Greg Gianforte