RightNow CX Platform
Current Release
Consumers have always had expectations—to be heard, supported, and valued. But, never before have consumers expected a great experience to accompany every interaction. In 2009, 86% of consumers quit doing business with a company due to a bad customer experience; 80% of consumers that had a bad experience told others about it. With social tools at their disposal, the repercussions of this can be enormous.
Today’s consumers are empowered, like no other time in history, with an arsenal of social options to ensure their expectations are met or they will tell the world about it.
RightNow CX
To gain a competitive advantage, you need to be more than just efficient. You need to satisfy customers like never before and you need to turn them into advocates. You need RightNow CX.
RightNow CX is built from the ground up to help consumer organizations deliver exceptional customer experiences. RightNow CX addresses three primary customer engagement points—the Web Experience, the Social Experience, and the Contact Center Experience—to ensure a seamless experience, regardless of the number or type of interactions initiated.
As the leader in eService and multi-channel contact centers, RightNow is announcing the RightNow CX, the customer experience suite and expanding RightNow Social Experience with RightNow CX November 09. View Greg Gianforte's 2009 Summit keynote presentation.
RightNow Social Experience taps into social networking to promote brands, facilitate community, address customer concerns and drive revenue. Opinions are being formed and decisions being made about products and services without company involvement— on social networking sites (like YouTube, Twitter, or Facebook), on blogs and in online communities. Companies need to have a presence on the social web, must engage with customers through corporate sponsored communities and must take advantage of the power of the social web rather than be at its mercy.
RightNow Social Experience includes the following applications:
- RightNow Support Community enables peer-to-peer support through discussion forums, Q&A, resource libraries, and more.
- RightNow Innovation Community helps drive product innovation by capturing your customers’ best ideas.
- RightNow Social Experience Designer provides powerful building and administration tools for business users to easily expand, create, and customize community to fit every business needs.
- RightNow Community Integration
- Single Sign -On (sub point under Community Interation)
- Co-Search (sub point under Community Interation)
- Escalation (sub point under Community Interation)
- RightNow Cloud Monitor: Monitor customer conversations that are related to your business in the cloud and determine actionable next steps.
New: Stored Searches (sub point under loud Monitor)
New: Schedule Searches (sub point under loud Monitor)
“Organizations today must engage with customers through corporate sponsored communities and take advantage of the power of the social web rather than be at its mercy. With the RightNow Social Experience, a key component of RightNow CX, organizations can tap into the social web and draw on the most passionate customers and make the most of their collective wisdom and enthusiasm.”
David Vap, Chief Solution Officer, RightNow
See RightNow Community in action.
Functionality
Other key feature enhancements of RightNow November ’09 include:
- Syndicated Customer Portal Proactive Chat Widget
- Accessibility: Section 508/WCAG Level AA
- Out-of-Box Customer Portal Template (sub point under acessibility)
- Agent Accessibility Interface (aka “Thin Client”)(sub point under acessibility)
- Improved Customer Portal Self-Service Template
- Customizable Chat Consumer Interface
- Desktop Workflow: Relative ValuesOrder Management for Sterling Commerce
- Dynamic Merge Reports
- Householding: Email Address Sharing
- PCI Service Provider Level 1 Certification
- Automated Knowledge Base Translation (Language Weaver)
- Government Cloud: FIPS Secure Password
Find out more about Functionality.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
-
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.
-
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.
-
Flash Demo: RightNow Cloud Monitor Flash Demo
View this demo to see how RightNow Cloud Monitor can help your organization follow relevant discussions in the social cloud and determine actionable next steps to address your customer’s needs.
-
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.
-
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.
-
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.
Greg Gianforte