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RightNow CX

Contact Center Experience Overview RightNow Contact Center Experience

RightNow Contact Center Experience delivers superior customer experiences consistently across phone and multi-channel interactions, while maximizing agent productivity, lowering costs, and driving revenue.

As part of RightNow CX, our contact center software applications empower both customers and agents to find what they need quickly. Over the phone, customers can find information 24x7 or to be intelligently routed to an agent, based on their personal needs and preferences. They can also choose to interact with agents via email or chat. Most importantly, with any transition across channels, including the web, the customer interaction thread is maintained with RightNow's contact center software applications to ensure a consistent cross-channel customer experience. Agents provide a great customer experience by presenting timely, contextually relevant information based on the interaction at hand. Accessiblity is also an important focus at RightNow and we are committed to empowering agents with disabilities to work as efficiently and effectively as possible to deliver exceptional customer experiences.

“RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.” - Stormy Simon, Senior VP of Customer Care and Branding, Overstock.com

RightNow Contact Center Experience Includes

  • Intelligent Voice Automation – Identify, segment, and route callers to appropriate resource via self-service or agent assistance
  • Dynamic Agent Desktop – Manage multi-channel customer interactions with knowledge-enabled agent desktop
  • Contact Center Experience Designer - design complete customer experience best practices into every customer interaction.
  • Leverages RightNow Engage for customer insights and proactive, relevant customer communication that builds loyalty and drives revenue
  • Built on RightNow CX Cloud Platform, infusing knowledge and providing integration across the entire suite

RightNow Contact Center Experience Benefits

  • Deliver superior customer experiences over the phone 
  • Empower customers to use the channel of their choice 
  • Provide consistent experiences across channels 
  • Extend interaction best practices throughout the contact center 
  • Boost agent productivity 
  • Ramp up new agents more quickly and reduce training time
  • Engage customers proactively 
  • Help agents drive revenue
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    1. Good from Bad?

      Posted 2010-01-25 Read Blog
      Greg GianforteGreg Gianforte,
      CEO and Founder
      RightNow
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