Contact Center Experience

Deliver A World-Class, Branded Customer Experience That Is Personalized For Each Customer

RightNow Contact Center Experience delivers superior customer experiences consistently across phone and multi-channel interactions, while maximizing agent productivity, lowering costs, and driving revenue.



Business Challenges

Contact centers are constantly under pressure to deliver great customer experiences, while controlling or reducing costs. Challenges to achieving these goals include:

  • High agent turnover and training costs
  • Inconsistent customer experience across contact channels
  • Multiple agent desktop systems cause long incident resolution times
  • The voice channel lacks personalization and is not tied to customer knowledge

Solution

As part of RightNow CX, our contact center experience applications empower both customers and agents to find what they need quickly. Over the phone, customers can find information 24x7 or to be intelligently routed to an agent, based on their personal needs and preferences. They can also choose to interact with agents via email or chat. Most importantly, with any transition across channels, including the web, the customer interaction thread is maintained with RightNow's contact center applications to ensure a consistent cross-channel customer experience. Agents provide a great customer experience by presenting timely, contextually relevant information based on the interaction at hand.

Overstock Logo “RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”

- Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com

A Fully Integrated Multi-Channel Contact Center Platform, Delivered In The Cloud

RightNow Contact Center Experience solutions include Voice Experience Management applications that identify, segment, and route callers, ensuring a highly personalized experience while getting callers to the right resource quickly and efficiently. When calls connect to agents, RightNow’s Dynamic Agent Desktop provides agents with the contextually relevant, timely knowledge they need to delight the customer. Contact Center Experience Designer enables organizations to tailor the contact center experiences meet unique objectives and codify customer experience best practices.


Deliver Great Customer Experiences Across Channels, While Reducing Costs

The phone remains the primary customer interaction channel, averaging 65% of all interactions. When you think about it, your contact center is the gateway to your organization. The contact center experience sets a lasting impression on how your customers and prospective customers feel about your company and your brand. RightNow contact center software ensures every customer interaction over the phone, whether automated or involving an agent, is personalized, relevant, and consistent across other channels.

  • Deliver superior customer experiences over the phone
  • Empower customers to use the channel of their choice
  • Provide consistent experiences across channels
  • Extend interaction best practices throughout the contact center
  • Boost agent productivity
  • Ramp up new agents more quickly and reduce training time
  • Engage customers proactively
  • Help agents drive revenue

  • Video: Contact Center Experience Overview

    Maximize agent productivity, lower costs, and drive revenue while providing your customers with the information they need, when they need it, through the most convenient channels.


  • Product Demo: Contact Center Demo

    View this Contact Center Demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.


  • Article: Contact Center Technology

    Learn how hosted contact center technology delivers smart functionality and can positively impact both your customers and your bottom line.


  • Article: Contact Center Solutions

    Learn how to make agents more productive, more flexible, and more effective.


  • White Paper: Contact Center Best Practices

    Want to increase efficiency without sacrificing service quality? Learn the five steps to creating a lean contact center that exceeds customer expectations.




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Contact Center Demo

Learn how RightNow Contact Center Experience helps you engage proactively and efficiently with your customers.

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Contact Center Experience Overview

Maximize agent productivity, lower costs, and drive revenue through the most convenient channels.