RightNow Reinforces CX Commitment with Launch of Centers of Excellence

“Our mission is to rid the world of bad experiences.  The CX Commitment is one way we deliver on this mission to our clients.  Selling software simply isn’t enough; clients want a solution partner who can also provide them with expertise, best practices and guidance on how to achieve their business goals.  This is the first step in creating a new standard for what clients should expect when working with cloud vendors.” 
Greg Gianforte, CEO and founder
RightNow 
 

RightNow Centers of Excellence

The RightNow COEs are designed to ensure client success by defining critical best practices, providing deep product expertise, and driving additional solution innovation. The COEs bring together experts from RightNow’s product management, development, support, professional services and sales teams.  There are five Centers of Excellence that span the experiences and technologies that matter most when delivering exceptional customer experiences:

• Web Experience COE helps clients deliver superior customer experiences on the web and mobile devices and seamless transitions across channels.
• Social Experience COE enables clients to tap into social networking to promote their brands, facilitate community, and monitor discussions in the cloud.
• Contact Center Experience COE provides expertise about the delivery of exceptional agent-assisted customer experiences across multiple channels leveraging the RightNow agent desktop.
• Engage COE helps clients with the horizontal service, sales and marketing business processes that inter-connect on the web, social and contact center channels.  RightNow Engage enables organizations to provide seamless, personalized customer experiences through proactive engagement, actionable customer feedback, and deep business insight.
• CX Cloud Platform COE offers expertise on RightNow’s innovative, self-learning knowledge foundation, which infuses every customer interaction with relevant and consistent knowledge; RightNow Connect, the integration framework that easily connects RightNow CX with other systems; and RightNow’s mission-critical SaaS delivery model, which provides unparalleled up-time, security and performance. 

“The Centers of Excellence give clients best practices, change management guidance and customer experience expertise to help them get the most out of our solutions and mature the processes that our solutions support. RightNow is dedicated to helping our clients drive real business results. The COEs are just one example of how we achieve that.”
David Vap, chief solutions officer and head of the RightNow Centers of Excellence
RightNow

“As a long time RightNow client, I appreciate the continued innovation on how the company delivers value to its clients.  The Centers of Excellence will help Black & Decker mature not only our use of the RightNow solution but our customer experience strategy.  This helps set RightNow apart from other vendors.”
Chuck Udzinski, consumer services manager
Black & Decker