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RightNow CX Platform

Current Release Functionality

With RightNow August ’09, our dynamic agent desktop empowers your frontline employees to work smarter and engage customers proactively with relevant and personalized information that drives superior customer experiences.

RightNow helps decrease agent training times and increase agent productivity. With the addition of Desktop Workflow, you can easily design an optimal end-to-end customer experience by guiding agents through a range of interactions and by automating their tasks behind the scenes.

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Desktop Workflow

Desktop Workflow guides agents through business processes and automates tasks for them behind the scenes.  It greatly improves agent efficiency and effectiveness, and ensures consistent handling of your own business processes. Your agents will have the right tools, at the right time, in the context of the interaction to help them provide a consistently great customer experience.  
  • Agents get information that is relevant to the customer or the interaction through multiple workspaces, scripts, and guided assistance.
  • Piece multiple scripts or workflows together.
  • Automate tasks in the background, such as set field values, or load/create/edit/save/clear a contact, task, or opportunity.
  • The drag and drop designer allows for fast and easy creation of workflows. No coding required.

Find out more about Desktop Wokflow

Additional Cloud Monitor Analytics

Additional analytics for Cloud Monitor help identify and understand social cloud activity. It provides the ability to see who your top contributors are, identify trends, and know which of your agents are most active in responding and following up on cloud interactions.

  • Key Contributors – summary of posts/tweets by contributor by cloud source 
  • SmartSense Trend - # of posts/tweets over time by emotion (negative, neutral, positive) by search term (company/product/etc)

Find out more about Cloud Monitor.  

Additional Cloud Links Analytics

Additional analytics for cloud link users help identify and track cloud presence. You can: 

  • Identify top sharers/tweeters in the cloud who are sharing your company’s marketing information
  • Identify the social sites your contacts are subscribing to  
  • Identify customers who follow, join, or subscribe to your organization’s social web pages. 
  • Cloud Link Activity Drilldown – displays statistics for each cloud link – view the number  of clicks and unique clicks for each cloud link and drill-down to view a list of contacts who clicked the link
  • Cloud Link Activity Over Time – displays statistics for cloud links in a specific time period – view number of clicks and unique clicks for each cloud link
  • Cloud View Transactions – shows each document and associated number of times the document was viewed by someone coming from the cloud due to a contact/acquaintance sharing/tweeting the contents on a social networking site

Syndicated Customer Portal Proactive Chat Widget

This is the ability to initiate a proactive chat on any web page and can be deployed on pages outside of your RightNow hosted environment to improve customer experience and drive revenue.

  • Ability to initiate chat invites from any web page, such as product pages, checkout pages, etc.
  • Ability to create rules to determine whether an invite should be offered

Syndicated Customer Portal Knowledge Widget

This is a replacement for the older stand-alone Knowledge Syndication capability (first released in November ’07). Providing knowledge at the point of action is now easier to configure, deploy and maintain. 

  • Fully manageable within Customer Portal
  • Contextually aware – adapt the content presented based on the content of the pages it is embedded within. This enables you to use the widget even on very dynamic pages – like announcements or news pages

For more information on the complete feature enhancements, please check out the capabilities and benefits summary and release notes in the RightNow communities.

  • RightNow CX

    RightNow CX, the customer experience suite
    Deliver superior customer experiences across the three engagement points that really matter – the web, social networks and contact center. All delivered on demand. Find Out How

    • RightNow Web Experience

      Provide a branded online customer experience that gives your customers reliable and consistent 24/7 access to self-service, or seamlessly transition to agent-assisted channels.

      Find Out How

    • RightNow Social Experience

      Jump into social web conversations to strengthen brand loyalty, get closer to your customers, and capture innovative ideas.

      Find Out How

    • RightNow Contact Center Experience

      Deliver exceptional phone and multi-channel experiences to your customers while increasing agent productivity and lowering contact center costs.

      Find Out How

    • RightNow Engage

      Take immediate, relevant, and proactive action based on your customers’ web, social, and contact center experiences to build loyalty and drive revenue.

      Find Out How

    • Industry Solutions

      With thousands of successful client deployments under our belt, we took those industry-specific best practices and designed them into our solutions.

      Find Out How
  • Clients & Awards

    Clients & Awards
    Discover how RightNow's 1,900 global clients deliver exceptional customer experiences while strengthening their bottom line. Find Out How

    • Client Showcase

      Browse through case studies featuring RightNow CX solutions in action to learn about our clients’ success stories.

      Find Out How

    • Client Awards

      Many of our clients receive recognition for their customer experience initiatives from industry-related, and even sometimes unexpected, sources.

      Find Out How
  • CX Platform

    CX Platform
    Infuses knowledge across the entire suite and provides integration and mission critical services that support superior customer experiences. Find Out How

    • Knowledge Management

      Deliver your customers and agents the right information at the right time and ensure an exceptional experience during every interaction.

      Find Out How

    • Enterprise Integration

      RightNow Connect provides an open platform for fast and cost-effective integration across the agent desktop, business applications, data and telephony systems.

      Find Out How

    • Mission-Critical SaaS

      Our cloud-based platform provides the scalability, performance, and reliability that mission critical contact centers demand.

      Find Out How

    • Current Release

      RightNow releases its CX software solution four times a year. Learn more about the latest release.

      Find Out How
  • Services

    Services
    RightNow has one of the highest client retention rates, thanks in large part to our great employees and time-tested processes. Our flexible service offerings are designed to put both of these to work for you. Find Out How

  • Company

    Company
    RightNow provides on demand CX software solutions that help our clients provide great customer experiences across all customer interaction points while reducing operating costs. Find Out How

  • Customer Experience Blog

    1. Summit 09 Europe

      Posted 2009-11-05 Read Blog
      Jason MittelstaedtJason Mittelstaedt,
      Chief Marketing Officer
      RightNow Technologies

  • Most Asked Questions

  • Content Library