I’m excited about our November 2010 product announcement. It includes a new offering from RightNow called Voice Experience Manager. The voice channel is such a critical channel in the contact center – industry data shows that over 80% of all inbound customer interactions to the contact center still come in over the telephone. RightNow’s Voice Experience Manager helps our customers deliver a great experience over the phone.
Trust me, I understand that most people would rather watch 5-year-olds play soccer in the rain than call a contact center! And yet sometimes the only way to resolve a customer service issue is to weave your way through painful voice automation menus until you FINALLY reach a live person to talk to. Adding to your frustration, that live person is often uniformed to help you, so you end up repeating information before a resolution is found.
So why am I excited? RightNow’s new Voice Experience Manager is uniquely designed from the ground up to match incoming customer callers with the best resources available to quickly resolve customer care issues. With Voice Experience Manager, we’ve taken a leading, industry-standard voice automation platform and bolted it into RightNow’s Customer Experience platform. The result is incredible – we can know who is calling, we can understand their needs, and we can enable intelligent routing decisions for that call, and do it all in a branded, personalized way.
Industry data also clearly shows us that the majority of incoming calls need to be handled by live agents. With Voice Experience Manager, we are able to quickly move those interactions to the best available agent who has the skills and experience to assist the customer. And along with that call comes the relevant customer information the agent needs to provide an intelligent interaction. This is about intelligent routing, not automation. But if the right route choice is automation, Voice Experience Manager can also deliver best in class call automation for customers.
Like I said, I’m excited. With RightNow’s new Voice Experience Manager, there is real opportunity to have a dramatic impact on phone-based customer care. Together we can bring some of those customers in out of the rain!
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