Features


RightNow CX

RightNow CX, the customer experience suite, will help you grow sales and increase efficiency by delivering superior customer experiences across web, social, and contact center touchpoints.

RightNow Web Experience

Seamlessly integrates into an existing web infrastructure for a fully branded online customer experience. When consumers visit a website they should be able to quickly and easily find what they’re looking for. The web experience must be interactive, engaging, and branded to create “stickiness.” A great web experience should also allow a customer to seamlessly transition across web self-service, agent online, mobile devices, and telephone assistance based on their needs.

RightNow Social Experience

Taps social networking to promote brands, facilitate community, address customer concerns, and drive revenue. Opinions are being formed and decisions being made about products and services without company involvement–on social networking sites like YouTube, Twitter, and Facebook, and on blogs and online communities. Companies need to have a presence on the social web, must engage with customers through corporate sponsored communities, and must take advantage of the power of the social web rather than be at its mercy.

RightNow Contact Center Experience

Delivers superior multi-channel customer experiences via phone, email, online chat, and voice self-service. When a customer picks up the phone–either to speak with an agent, or interact through voice self-service–they must be able to quickly and efficiently achieve their goals. Agents need a powerful agent desktop that is infused with knowledge. IVR menus should be intuitive, even speech driven.

RightNow Engage

Delivers deep customer insights and enables proactive, relevant customer communications, which build loyalty and drive revenue across the horizontal business processes of sales, marketing, and voice of the customer. These capabilities span web, social, and contact center experiences.

RightNow CX Platform

Provides a set of foundational elements that infuse knowledge across the entire suite and provide integration and mission-critical SaaS to support a superior customer experience.