Tiscali UK LTD Selects RightNow to Deliver an Enhanced Customer Experience

After piloting with RightNow for a month, Tiscali has already seen how providing knowledge, not data, at the front line of business in real time, resolves customer service challenges. Customers can now either self-serve via Tiscali’s website gaining access to RightNow’s Intuitive Knowledge Foundation, which responds immediately to questions, or by phoning and speaking with a support agent, who uses the Knowledge Foundation, to gain access to the correct answer. The multi-patented process continuously self-learns from each customer interaction ensuring that it goes beyond static questions and answers. This approach of providing ‘Knowledge at the point of action’ is helping Tiscali deliver a superior customer experience. The consistency and availability of knowledge results in a positive experience for both the customer and agent; customers have the choice of how to communicate successfully with the company and agents are able to swiftly and confidently respond to any questions that come through to the contact centre, reducing call handling times and increasing the amount of queries responded to.

“RightNow supports our customer experience vision of ensuring that the customer feels satisfied, comfortable and at ease when dealing with Tiscali, via whatever communication channel,” Neal McCleave, Managing Director Media and Operations, Tiscali, said. “The market is extremely competitive, so we cannot afford to provide anything less than a superb customer experience. RightNow provides us with greater visibility in terms of what information customers need from us, the questions they are asking and the agents’ productivity. This gives us a wealth of knowledge about our customers that we can act on.”

“Tiscali recognises that superb customer experience is the key differentiator between brands,” Wayne Foncette, VP of UK and Ireland, RightNow said. “In this recently commoditised market ISPs need to invest in a superior customer experience, or their customers will simply walk straight into the arms of their competitors. The age old problem is the service-cost dilemma; businesses want to provide an excellent customer experience but think this needs considerable financial and resources investment. RightNow enables businesses to do away with this myth.”

About Tiscali

Tiscali UK forms part of Tiscali SpA., headquartered in Cagliari, Italy. The UK company was launched in July, 2001 following the acquisitions of Liberty Surf, World Online and LineOne. Tiscali UK also acquired Tiny and Gateway ISPs.

Providing broadband, dialup and telephone services to over 1.8 million customers, Tiscali UK is positioned within the UK market as the 3rd largest DSL broadband provider.

One of the most comprehensive sites on the web, Tiscali's portal www.tiscali.co.uk provides 22 channels and over 40,000 pages of constantly updated information, resources and entertainment content. The site receives over 6 million unique visitors, viewing around 250 million pages a month, providing online services from shopping to sport and money to entertainment. The site also provides services such as legal music downloading from a catalogue of over 1 million tracks, a free Video Email service and a Members Area with exclusive content and offers.

Tiscali S.p.A. (Borsa Italiana, Milan: TIS) is one of the main independent European telecommunication companies. With one of the largest and most interconnected IP networks in the world, Tiscali is able to supply its customers, residential and business, with a full range of services: Internet access, both dial-up and ADSL, voice, VoIP, media, value added services (VAS), and other technologically advanced products. As of 31 March 2006, Tiscali had 4.5 million active users in Italy, Germany, the Netherlands, the UK and the Czech Republic. More than 1.9 million were ADSL customers, of which more than 435,000 received unbundled services.

Tiscali's corporate website can be found at Tiscali