RightNow CX Platform
Current Release
Today, contact centers operate in a challenging and complex environment: customer expectations regarding the convenience, reliability, and speed of interactions are on the rise. In fact, 87 percent of customers have stopped doing business with a company due to poor customer service, up from 68 percent in 2006 (a 28 percent increase in two years) according to the findings of 2008 Customer Experience Impact Report.
The proliferation of products, segments, and channels require a much broader knowledgebase to handle customer questions and issues effectively. And the pressure to reduce costs is growing.
Don’t leave your agent-assisted customer experience to chance. Designing the right customer experience in today’s world requires the right tools.
Dynamic Agent Desktop
With RightNow August ’09, RightNow’s dynamic agent desktop empowers your frontline employees to work smarter and engage customers proactively with relevant, personalized information, driving superior customer experiences. RightNow helps you decrease agent training times and increase agent productivity.
Features supporting RightNow’s dynamic agent desktop include:
- NEW Desktop workflow (Aug ’09)
- Desktop add-in framework (Nov ’08)
- Agent scripting (Nov ’08)
- Guided assistance (Nov ’08)
- Contextual workspaces (Feb ’08)
With the addition of Desktop workflow, you can easily design an optimal customer experience by guiding agents through a diverse range of interactions and automating their tasks behind the scenes.
Real Networks: Delivering A Consistent Superior Customer Experience With Dynamic Agent Desktop
“With RightNow, our agents are able to get the right information at the right time during the support process. The RightNow agent desktop, along with guided assistance, helps to reduce call times and improves customer satisfaction.”
Claudia Lowman, General Manager of Customer Support, Real Networks
See RightNow Desktop Workflow in action.
Additional Cloud Monitor/Cloud Links Reports To Analyze Trends, Emotions, And Click-Throughs
Released in May 2009, the RightNow Cloud Monitor tracks external conversations about products, services, and brands, as they occur on the social web while Cloud Links encourage your customers to have direct conversations/interactions with you in the social cloud.
Now, with RightNow August ‘09, companies can analyze these conversations even further. For example:
- Identify advocates and detractors with Key Contributor reports that provide a summary of posts or tweets organized by the contributor and the source.
- SmartSense Trend shows the number of posts and/or tweets over time by emotion (negative, neutral, positive) as well as search term (company, product, topic), providing insight into how customers feel about a company, brand, or product and allowing companies to track sentiment trending over time.
- Cloud Links Analytics offers drilldown analysis of Cloud Links, links to social network sites like Twitter, Facebook, LinkedIn, YouTube, and Flickr, in personalized surveys and outbound mailings created using RightNow Marketing and Feedback. Cloud Links Analytics provide reporting on each link, offering details on number of click-throughs and unique views.
Functionality
Other key feature enhancements of RightNow Aug ’09 include:
- Syndicated Customer Portal Proactive Chat Widget
- Syndicated Customer Portal Knowledge Widget
- Customer Portal Custom Widget: Forum Integration (via partner Lithium)
- Workspace Rules Improvements
- Menu Administration Improvements
- Chat Improvement – Additional Wait Time Information
- Feedback Improvements – Ranked Matrix Questions
- Enhanced Marketing - Unsubscribe Reporting Improvements
- Desktop Add-in: Address Lookup (TargusInfo)
- Desktop Add-in: Multimedia Enabled UQ (via partner I3)
- General Add-in Framework enhancements
- Analytics Improvements
- Improved Knowledge Base Ranking Algorithm
- Customer Portal SEO improvements
Find out more about Functionality.
Related Information
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Flash Demo: RightNow CX Flash Demo
View the RightNow CX demo to see how RightNow CX's customer experience suite ensures a seamless experience, regardless of the number or type of interactions initiated.
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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 Cloud Monitor Flash Demo
View this demo to see how RightNow Cloud Monitor can help your organization follow relevant discussions in the social cloud and determine actionable next steps to address your customer’s needs.
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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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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.
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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.
Greg Gianforte