RightNow voice self-service is integrated with the RightNow knowledge base and is capable of understanding natural language. It goes well beyond traditional phone automation systems. Our voice self-service customer care “listens” to customer language and matches human inquiry to the best possible answer, offloading a significant portion of repetitive inquiries from your contact center and sometimes eliminating the need for a live agent. RightNow Voice empowers your customers to use the telephone to get answers and still be routed to a live agent when needed. Integration with our hosted customer experience suite means that information entered into the voice self-service system routes with the customer, so the agent has the insight to pick up where the voice self-service application left off.