RightNow CRM Suite
Contact Center
RightNow’s on demand contact center solutions deliver a superior customer experience across channels, helping you retain customers, while maximizing agent productivity and reducing operating costs.
Your customers use a variety of channels to communicate with you—email, phone, chat, and web. And they expect you to provide a consistent customer service experience regardless of the channel they choose. RightNow’s contact center software enables unified cross-channel communications, with an application platform that enables you to rapidly deploy robust functionality to seamlessly and efficiently manage all customer interaction channels – phone, email, chat, and web.
Underlying the contact center application platform is a knowledge foundation that delivers highly relevant, contextual, and timely information to your agents and customers. This includes answers to customer questions, as well as a single, unified view of all customer interactions. Our self-learning knowledge foundation continuously refines knowledge delivery based on previous customer interactions. The results are greater agent productivity, lower costs, higher first-time resolution rates, and most importantly—more satisfied customers.
RightNow can also help you transform your contact center from a cost center to a profit center, with integrated marketing, sales, and customer feedback processes. With RightNow, you are able to leverage successful customer service interactions to uncover unmet customer needs and deliver highly relevant and timely cross-sell and up-sell offers that your customers will appreciate.
Put smart tools in the hands of your agents. RightNow’s contact center solution makes a difference—on the frontlines and to your bottom line.
Contact Center
Works with this RightNow application:
- RightNow Service
What Is The Contact Center Module?
It’s quite a dilemma—how to improve call center services while facing rising customer demands. This is the double-edge sword many contact centers face—and you most likely have a flat or decreasing budget to meet these expectations. Our Contact Center module drives cost efficiency and agent productivity through smart functionality that makes a difference—to your customers and to your bottom line.
Customers today may use phone, email, web, or live chat to resolve their service questions. In fact, they often use more than one channel. RightNow’s contact center solutions provide agents with a single, unified view of all customer interactions across channels for faster resolution and a positive service experience. Deliver the best answers consistently—regardless of agent location or training levels—by using our powerful knowledge base.
Our contact center applications such as the agent platform on demand makes agents more productive with superior usability and flexibility. The configurable, contextual workspaces allow you to manage views for different types of users and skill levels. Computer Telephony Integration (CTI) enables agents to manage phone calls via the desktop with call center management software and to automatically “pop” relevant customer information. Transform your contact center, drive costs down and service satisfaction up, with RightNow’s contact center software.
The Core Contact Center Software Capabilities Include:
- Knowledge management
- On demand agent desktop
- Phone incident management
- Email response management
- Chat
- Agent knowledgebase
- Agent scripting
- Guided assistance
- CTI screen pop
- Marketing campaign management
- Opportunity management
- Offer advisor
- Customer feedback management
- Reporting & Analytics
- Integration – desktop add-in framework
- Multi-language support
The Extended Core Contact Center Software Capabilities Include:
- Co-Browse
- Full CTI integration (desktop call control)
- Speech-enabled voice routing
View our Packages page for more information about our enterprise contact center package.
Greg Gianforte