RightNow CX Platform
Current Release Functionality
With RightNow CX November 09, RightNow is announcing the RightNow CX, the customer experience suite and expanding RightNow Social Experience capabilities.
- The RightNow Web Experience which seamlessly integrates into an existing web infrastructure for a fully branded online customer experience that can easily transition from web self-service to online agent or telephone assistance.
- The RightNow Social Experience that taps into social networking to promote brands, facilitate communities, address customer concerns and drive revenue.
- The RightNow Contact Center Experience to deliver superior multi-channel customer experiences via phone, mobile, e-mail, online chat and voice self service.
- RightNow Engage to reveal deep customer insights and enable proactive, relevant customer communications.
- The RightNow CX Platform includes a set of foundational elements that infuse knowledge across the entire suite and provide the integration and mission-critical SaaS required to deliver a superior customer experience.
RightNow Social Experience
Available with RightNow CX November 09, the RightNow Social Experience includes:
RightNow Support Community to enable peer-to-peer support through discussion forums, question and answer pairing and resource libraries. In the RightNow Support Community an organization or customer can answer a question once, for the benefit of the entire community; organizations can also identify product or service issues before they become support issues. Key features of the RightNow Support Community allow:
- Community visitors to view and search RightNow knowledge answers or ask for assistance by creating a RightNow incident, all from within the community
- Corporate social moderators to create incidents from a community post
- Agents to search for community posts/topics within the RightNow agent desktop while viewing an incident
- Customers to view and search community posts and topics in the RightNow Customer Portal
RightNow Innovation Community to drive product innovation by capturing customers’ best ideas. Surfacing customer insight can accelerate product innovation cycles, reduce product development costs, uncover new business opportunities and drive revenue. Key features of the RightNow Innovation Community include:
- Ideation Center to help organizations uncover customer insights and ideas
- Concept Tester to speed up product innovation cycles by getting customer insights and feedback on demand
- Feature request capabilities which can identify new business opportunities
RightNow Social Experience Designer to create, expand and customize a community to fit specific business needs. This online community platform includes administration tools to create a highly personalized social experience for customers. Key features of the RightNow Social Designer include:
- Granular permissions to define member powers for groups and individuals
- Do-it-yourself configuration, no IT help is required to create applications, expand the community or manage the platform
- A powerful reputation engine to encourage specific customer behaviors
- A rich library of community applications plus the tools to expand, create, and customize
RightNow Cloud Monitor to proactively monitor conversations on Twitter and YouTube about products or brands, follow relevant discussions, and determine actionable next steps such as proactive outreach or creation of a service case. New to RightNow CX November 09, RightNow Cloud Monitor now includes:
- The ability to store search terms and sources
- Scheduled searches to specify recurring searches and notify agents of new results
- New configuration capabilities to set up a global Twitter account for all agent responses
Accessibility - Section 508 and WCAG 2.0 AA
RightNow offers an out-of-box Customer Portal page set and Agent Accessibility Interface, “Thin Client”, that has been internally and externally tested with respect to the technical requirements of section 508 of the Disabilities Act (1998) and the AA tier of the WCAG 2.0 guidelines and updated VPAT documentation for each interface. This support consumers using accessibility software or hardware, such as screen magnifiers and screen readers to broaden reach of self-service to communities requiring expanded accessibility.Householding: Email Address Sharing
Multiple contacts may be created with the same email address, so you can track and associate incidents, opportunities, and accounts with different individuals that share a single email address as it is very common situation in many consumer households.Customizable Chat Consumer Interface
Built upon the RightNow Customer Portal Framework for improved customization, configuration, and branding. You can easily customize the consumer-facing chat interface by using the Customer Portal Framework widgets, change text, branding elements, images, window size, and font shown on the chat interface and add incident and contact table fields to infuse your brand into the consumer’s journey.PCI Certified Cloud
For customers with enhanced security requirements, RightNow provides a pod that will be certified as PCI Service Provider Level I, the highest level possible for Service Providers.Customer Portal - Improved Self Service Template
A new out of the box Customer Portal template that is easier to style and change, less graphically intensive and is designed for visitors with accessibility needs. It has fewer fixed width restrictions, embodies additional self-service best practices, such as new goal-based navigation paradigm and provides themes for simplified branding. The new page set and templates are up to date with current web conventions and strives to meet the technical requirements of 508/WCAG Level AA.Desktop Workflow: Relative Values
Support for Relative Values enables administrators to define rules and set field values relative to other values, dates or times to enable reusable workflows since they are not tied to specific dates and support a wider range of use cases and customer interactions. You can set fields based on absolute values, previous values or relative values.Marketing/Feedback Improvements: Dynamic Merge Reports
In addition to the current functionality to merge contact and incident information, opportunity fields and analytics grid reports will be available to merge into RightNow Marketing and Feedback for more personalized & relevant emails for the customer.FIPS Secure Password
The RightNow Agent Desktop login password security has been updated to use a security hashing algorithm that is compliant with Federal Information Processing Standards (FIPS) for improved security.Order Management for Sterling Commerce
Deliver an integrated sales, fulfillment, and support platform that connects to Sterling Commerce solution and provides a single view of the customer and the order, regardless of channel. This add-in is distributed with RightNow Agent Desktop with access control based on Agent Profile. Six controls are available and can be used in Workspaces or in Scripts to place order, change order, cancel order, and generate RMA order all within the Agent Desktop.Automated Translation (LanguageWeaver)
Language Weaver is partnering with RightNow to deliver integrated, real-time access to translation services within the RightNow application. This desktop add-in provides on-demand answer translation within the answer console and uses patented confidence score to help determine the effectiveness of the translation.For more information on the complete feature enhancements, please check out the capabilities and benefits summary and release notes in the RightNow communities.
Related Information
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Flash Demo: RightNow CX Flash Demo
View the RightNow CX demo to see how RightNow CX's customer experience suite ensures a seamless experience, regardless of the number or type of interactions initiated.
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Flash Demo: RightNow Communities Flash Demo
View the RightNow Communities demo to see how RightNow's online community platform can help you maximize loyalty, improve service, and drive innovation.
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Flash Demo: RightNow Contact Center Flash Demo
View this contact center flash demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
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Research & Analysis: RightNow's 4th Annual Customer Experience Impact Report
This survey confirmed, again, that consumers are challenging companies to sit up and take notice; and if they aren’t willing to care for their customers, they will go elsewhere.
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White Paper: CrowdService: Harnessing the Wisdom of Crowds
CrowdService, leveraging the wisdom of your customers to help others, affords not only cost savings but also improves customer experiences and drives loyalty.
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