RightNow August ’09 Boasts New Graphical Workflow Design Capabilities and Analytics for Cloud Monitor
Dynamic Agent Desktop Now Includes Graphical, Drag and Drop Designer to Define Workflows and Guide Agents through Complex Customer Interactions
Bozeman, Mont., August 24, 2009
RightNow (NASDAQ: RNOW) August ’09 helps contact center agents deliver great customer experiences; features include new graphical desktop workflow capabilities and new analytics for Cloud Monitor.
New Graphical Workflow Capabilities Added to Dynamic Agent Desktop
The new graphical desktop workflow capability within the dynamic agent desktop steps an agent through a business process and automates tasks behind the scenes; this new capability extends the dramatic increases in agent productivity, and decreased agent training costs associated with high agent turnover our customers are currently achieving with the Dynamic Agent Desktop.
The RightNow dynamic agent desktop includes:
- Desktop workflow, new with RightNow August ’09, a graphical, easy-to-use business process designer that guides agents across multiple workspaces and processes throughout a single customer interaction.
- Drag and drop design functionality allows managers to quickly create new business process flows.
- Linking multiple scripts and workflows together guides agents through complex customer interactions.
- Automated tasks in the background, such as updating contacts and incidents, helps keep interactions efficient.
To see a demo of the new RightNow desktop workflow capabilities, click here.
- Desktop add-in framework improves agent efficiency and effectiveness by integrating outside systems and processes directly into the RightNow agent desktop.
- Agent scripting walks agents through a call script to ensure consistent handling of customer interactions.
- Guided assistance shortens resolution times and improves first contact resolution rates by guiding the agent to the right answer—the first time.
- Contextual workspaces give agents the right tools at the right time in the context of the customer interaction.
Comments on RightNow’s 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
To learn more about how Real Networks is using RightNow, click here.
“Great companies can’t leave agent-assisted customer experiences to chance. RightNow’s dynamic agent desktop empowers frontline employees to work smarter and engage with customers proactively, with timely, relevant and personalized information that drives better customer interactions.”
David Vap, vice president, products, RightNow
RightNow Cloud Monitor Analyzes Trends, Emotions and Click-Throughs
Released in May, the RightNow Cloud Monitor tracks external conversations about products, services and brands, as they occur on the social Web. Now, with RightNow August ‘09, companies can add the following to their social media monitoring processes.
- Key Contributors allows companies to automatically identify social influencers on Twitter, those with frequent tweets and a broad base of followers. The key contributors feature helps companies identify advocates, as well as detractors
- SmartSense Trend provides insight into how customers feel about a company, brand or product. SmartSense Trend lets organizations look at comments on Twitter and sort by emotion, search term and time.
- Cloud Links Analytics offers deep analysis of Cloud Links, the links to social network sites (like Twitter, Facebook, LinkedIn, YouTube and Flickr) that can be included in personalized surveys and outbound emails. With Cloud Links Analytics, organizations can see the number of click-throughs and unique views for each individual link.
“We actively maintain a presence on social networks like Twitter and YouTube. RightNow Cloud Monitor is an exciting new capability that makes it easier for us to ‘watch the clouds’ while enabling us to proactively respond to posts related to our business leveraging existing customer service staff.”
George Sternecker, customer care systems manager, myFICO
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organizations deliver great customer experiences. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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This press release may contain forward-looking statements. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement. The risks and uncertainties referred to include, but are not limited to, risks associated with general economic conditions; fluctuations in foreign currency exchange; our business model; our ability to develop or acquire, and gain market acceptance for, new products in a cost-effective and timely manner; the gain or loss of key customers; competitive pressures; our ability to expand or contract operations; the market success of our May ’09 release; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; our ability to manage and expand our partner relationships; any unanticipated ambiguities in fair value accounting standards; and our ability to expand, retain and motivate our employees. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
Greg Gianforte