RightNow’s Telecommunications Solutions Help You Care For Subscribers

RightNow’s telecommunications solutions help you spend your time focusing on what’s important—meeting your subscriber’s needs. With RightNow, you’ll reduce inbound calls and emails which not only improves the contact center budget but also improves the customer experience.

Delivering Zero Contact Resolution

• Provide a branded service portal for easy subscriber access to consistent and relevant answers
• Dynamically rank answers based on customer actions and feedback
• Route subscriber emails through knowledge base answers to further deflect inbound contacts
• Transition customers seamlessly to assisted channels when additional information needed

Improving Contact Centers

• Leverage the insights from customer questions online to assist agents
• Empower agents through complete visibility into customer interactions and access to knowledge to help the customer
• Gather feedback from customers on their experience and take immediate action
• Support outsourcers, blended agents, and at-home agents—one application across all support organizations provides reporting consistency and operational simplicity
• Leverage online customer community tools to build brand, loyalty, and revenue
• Deliver proactive customer support through monitoring and analysis of social media conversations

Reducing Costs

• Increase customer self-service up to 97%
• Reduce inbound email by 30 – 70%
• Reduce inbound calls by 10 – 30%
• Improve agent productivity by up to 20%