Contact center realities such as shift changes, employee turnover, outsourcing, and escalation to higher tiers of service are all transparent to the customer with case management escalation and routing rules, ensuring that all interactions are captured and shared by everyone who touches the customer.
Tabbed Content Area - AUTO (Solutions) - Case Management
The RightNow case management solution within delivers contextually relevant, just-in-time information to the agent:
- Agent access to knowledge with SmartAssistant and agent knowledge base
- Standard text templates increase agent productivity
- Escalation and routing ensure seamless transitions and meeting of SLAs
- Integrated with RightNow CX
- Analytics optimize performance and efficiency with insight to metrics including response times, first contact resolution rates, and answer usefulness
- RightNow Engage enables case-based customer surveys
- Deliver higher customer satisfaction
- Improve KPIs including FCR and AHT
- Increase agent productivity
- Lower costs
-
Guide: Contact Center Best Practices
Exceed expectations with your contact center by increasing efficiency while maintaining quality.
-
Data Sheet: RightNow Case Management
RightNow’s Case Management solution allows you to capture, track, assign, and manage customer service requests from initial contact through resolution, regardless of the channel.
Next Steps
A Great Customer Experience Starts Here-
Do You Have Questions?
- Call
- 1-866-630-7669
- Send Sales an Email
- Chat
- Chat Now
- Help
- Contact Support
-
Want To See How RightNow CX Works With Your Brand?
-
Like To See An Example Of RightNow CX In Action?
Note to Partners