Case Management

RightNow’s case management solution allows you to capture, track, assign, and manage customer service requests from initial contact through resolution, regardless of the channel. Our case management solution drives a consistent agent response, avoids the need for customers to re-communicate information, and supports timely resolution of service incidents. And, having everyone on the same page helps you drive down contact center costs by more quickly solving problems.



Contact center realities such as shift changes, employee turnover, outsourcing, and escalation to higher tiers of service are all transparent to the customer with case management escalation and routing rules, ensuring that all interactions are captured and shared by everyone who touches the customer.


The RightNow case management solution within delivers contextually relevant, just-in-time information to the agent:

  • Agent access to knowledge with SmartAssistant and agent knowledge base
  • Standard text templates increase agent productivity
  • Escalation and routing ensure seamless transitions and meeting of SLAs
  • Integrated with RightNow CX
  • Analytics optimize performance and efficiency with insight to metrics including response times, first contact resolution rates, and answer usefulness
  • RightNow Engage enables case-based customer surveys

  • Deliver higher customer satisfaction
  • Improve KPIs including FCR and AHT
  • Increase agent productivity
  • Lower costs



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