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RightNow CX Platform

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Today, contact centers operate in a challenging and complex environment: customer expectations regarding the convenience, reliability, and speed of interactions are on the rise.  In fact, 87 percent of customers have stopped doing business with a company due to poor customer service, up from 68 percent in 2006 (a 28 percent increase in two years) according to the findings of 2008 Customer Experience Impact Report.

The proliferation of products, segments, and channels require a much broader knowledgebase to handle customer questions and issues effectively. And the pressure to reduce costs is growing. 

Don’t leave your agent-assisted customer experience to chance. Designing the right customer experience in today’s world requires the right tools.

 

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Dynamic Agent Desktop

With RightNow August ’09, RightNow’s dynamic agent desktop empowers your frontline employees to work smarter and engage customers proactively with relevant, personalized information, driving superior customer experiences. RightNow helps you decrease agent training times and increase agent productivity.
Features supporting RightNow’s dynamic agent desktop include:

With the addition of Desktop workflow, you can easily design an optimal customer experience by guiding agents through a diverse range of interactions and automating their tasks behind the scenes.

Real Networks: Delivering A Consistent Superior Customer Experience With Dynamic Agent Desktop

“With RightNow, our agents are able to get the right information at the right time during the support process.  The RightNow agent desktop, along with guided assistance, helps to reduce call times and improves customer satisfaction.”
Claudia Lowman, General Manager of Customer Support, Real Networks

See RightNow Desktop Workflow in action.

Additional Cloud Monitor/Cloud Links Reports To Analyze Trends, Emotions, And Click-Throughs

Released in May 2009, the RightNow Cloud Monitor tracks external conversations about products, services, and brands, as they occur on the social web while Cloud Links encourage your customers to have direct conversations/interactions with you in the social cloud.

Now, with RightNow August ‘09, companies can analyze these conversations even further. For example:

  • Identify advocates and detractors with Key Contributor reports that provide a summary of posts or tweets organized by the contributor and the source.
  • SmartSense Trend shows the number of posts and/or tweets over time by emotion (negative, neutral, positive) as well as search term (company, product, topic), providing insight into how customers feel about a company, brand, or product and allowing companies to track sentiment trending over time. 
  • Cloud Links Analytics offers drilldown analysis of Cloud Links, links to social network sites like Twitter, Facebook, LinkedIn, YouTube, and Flickr, in personalized surveys and outbound mailings created using RightNow Marketing and Feedback. Cloud Links Analytics provide reporting on each link, offering details on number of click-throughs and unique views.

Functionality

Other key feature enhancements of RightNow Aug ’09 include:

  • Syndicated Customer Portal Proactive Chat Widget
  • Syndicated Customer Portal Knowledge Widget
  • Customer Portal Custom Widget: Forum Integration (via partner Lithium)
  • Workspace Rules Improvements
  • Menu Administration Improvements  
  • Chat Improvement – Additional Wait Time Information 
  • Feedback Improvements – Ranked Matrix  Questions
  • Enhanced Marketing - Unsubscribe Reporting Improvements
  • Desktop Add-in: Address Lookup (TargusInfo)
  • Desktop Add-in:  Multimedia Enabled UQ (via partner I3)
  • General Add-in Framework enhancements
  • Analytics Improvements
  • Improved Knowledge Base Ranking Algorithm
  • Customer Portal SEO improvements

Find out more about Functionality.

  • RightNow CX

    RightNow CX, the customer experience suite
    Deliver superior customer experiences across the three engagement points that really matter – the web, social networks and contact center. All delivered on demand. Find Out How

    • RightNow Web Experience

      Provide a branded online customer experience that gives your customers reliable and consistent 24/7 access to self-service, or seamlessly transition to agent-assisted channels.

      Find Out How

    • RightNow Social Experience

      Jump into social web conversations to strengthen brand loyalty, get closer to your customers, and capture innovative ideas.

      Find Out How

    • RightNow Contact Center Experience

      Deliver exceptional phone and multi-channel experiences to your customers while increasing agent productivity and lowering contact center costs.

      Find Out How

    • RightNow Engage

      Take immediate, relevant, and proactive action based on your customers’ web, social, and contact center experiences to build loyalty and drive revenue.

      Find Out How

    • Industry Solutions

      With thousands of successful client deployments under our belt, we took those industry-specific best practices and designed them into our solutions.

      Find Out How
  • Clients & Awards

    Clients & Awards
    Discover how RightNow's 1,900 global clients deliver exceptional customer experiences while strengthening their bottom line. Find Out How

    • Client Showcase

      Browse through case studies featuring RightNow CX solutions in action to learn about our clients’ success stories.

      Find Out How

    • Client Awards

      Many of our clients receive recognition for their customer experience initiatives from industry-related, and even sometimes unexpected, sources.

      Find Out How
  • CX Platform

    CX Platform
    Infuses knowledge across the entire suite and provides integration and mission critical services that support superior customer experiences. Find Out How

    • Knowledge Management

      Deliver your customers and agents the right information at the right time and ensure an exceptional experience during every interaction.

      Find Out How

    • Enterprise Integration

      RightNow Connect provides an open platform for fast and cost-effective integration across the agent desktop, business applications, data and telephony systems.

      Find Out How

    • Mission-Critical SaaS

      Our cloud-based platform provides the scalability, performance, and reliability that mission critical contact centers demand.

      Find Out How

    • Current Release

      RightNow releases its CX software solution four times a year. Learn more about the latest release.

      Find Out How
  • Services

    Services
    RightNow has one of the highest client retention rates, thanks in large part to our great employees and time-tested processes. Our flexible service offerings are designed to put both of these to work for you. Find Out How

  • Company

    Company
    RightNow provides on demand CX software solutions that help our clients provide great customer experiences across all customer interaction points while reducing operating costs. Find Out How

  • Customer Experience Blog

    1. Summit 09 Europe

      Posted 2009-11-05 Read Blog
      Jason MittelstaedtJason Mittelstaedt,
      Chief Marketing Officer
      RightNow Technologies

  • Most Asked Questions

  • Content Library