Interaction Management

Customers today use many channels to communicate—email, phone, chat, and web. And they may use different channels to communicate with different organizations within your company—email to respond to a marketing campaign or survey, web to ask a service question, and phone to purchase a product from your call center. Still, they expect a unified, quality brand experience regardless of the channel they use.



RightNow’s phone and multi-channel customer interaction management solution ensures that you make the most out of every conversation by leveraging RightNow’s Dynamic Agent Desktop to provide a single unified view into all customer interactions, regardless of how and when they communicate with you. Even if the customer uses a wide array of your company’s products and services through different groups across your enterprise, our phone and multi-channel customer interaction management solution presents it all in one record so your frontline employees have a unified customer view, and your customers get a unified brand experience.


The RightNow customer interaction management solution includes:

  • Single customer record repository of all customer interaction data
  • Multi-channel interaction tracking captures interactions across channels
  • RightNow Knowledge Foundation provides unified visibility to phone, email, chat, and co-browse interaction management
  • Analytics optimizes performance and efficiency with insight to metrics including response times, first contact resolution rates, and answer usefulness
  • RightNow Engage enables interaction-based customer surveys

  • Multi-channel customer choice
  • Consistent customer experience across channels
  • More personalized, targeted customer communication



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