Efficiently Deliver A Great Customer Experience Every Time
The key to providing your customers with a great contact center experience is ensuring your agents have access to the information and resources they need. RightNow’s unified on demand agent desktop brings all relevant information into one consolidated user interface delivering the right information to the agent at the right time, in the context of the task at hand. Supporting the dynamic nature of the contact center, RightNow leverages Web 2.0 for superior application usability, manageability and adoption, and ensures you don’t miss a beat in continuously providing the exceptional experience your customers expect.
Agent Knowledge Base
RightNow’s agent knowledge base facilitates the capture of knowledge across your organization and with advanced intelligence and self learning capabilities delivers relevant, consistent information to your agents regardless of customer contact channel-email, social web, chat, and phone. Presenting your agents with the answers they need decreases average call handle time and reduces the number of calls that require escalation saving your organization money and empowering each agent to be your best agent.
Agent Scripting
RightNow scripting increases the productivity, efficiency and effectiveness of call center agents by enabling them to professionally and consistently lead a customer through a call and effectively leverage up-sell and cross-sell opportunities. Support for complex branching logic, control over format and layout of scripts within a graphical interface, and the ability to capture and validate data within scripts allows you to easily adapt to the ever changing scenarios within your contact center.
Contextual Workspaces
More information isn’t always better. Your agents need access to the right information at the right time to effectively handle incoming consumer requests. RightNow’s rules-based contextual workspaces provide the ability to dynamically change the agent workspace based on the customer interaction –saving your agents time, improving the agent experience and most importantly empowering your agents to provide your customer with a great customer experience.
Guided Assistance
Model the best practices of your best agents and deliver quick trouble-shooting capabilities through a series of questions and answers that direct agents to appropriate knowledge answers to boost first-contact resolution. Guided assistance is easily configurable by a business user and can be used in combination with Agent Scripting.Desktop Add-in Framework
Our desktop add-in framework streamlines agent processes and provides your agents the right information at the right time. The ability to integrate and centralize applications such as computer telephony integration (CTI), address validation, return merchandise authorization, and order processing within a single the agent desktop increases agent productivity and empowers your agents to deliver the very best possible experience.
CTI
Present your agents with the customer and transaction information they need to get every consumer call off to a great start. RightNow CTI capabilities facilitate integration with your telephony solution allowing your agents to easily manage calls from with the RightNow on demand agent desktop add-in framework and help to ensure a seamless consumer transition from self service to assisted service.
Desktop Workflow
RightNow’s dynamic agent desktop empowers your frontline employees to work smarter and engage with customers proactively with relevant, personalized information, driving superior customer experiences. RightNow helps you dramatically decrease agent training times and increase agent productivity. With Desktop Workflow, you can easily design an optimal customer experience end-to-end by stepping an agent through a diverse range of interactions and automate tasks behind the scenes.
Enterprise Analytics
500+ prebuilt reports provide insight to key contact center metrics and experience measures. In addition, Enterprise Analytics capabilities provides an on demand data warehouse, extending operational reporting capabilities provided by RightNow Analytics. The ability to define reports specific to your business and users with advanced custom report and dashboard capabilities, give individuals access to the information they need with actionable, personalized dashboards, and ensure immediate attention to escalations and exceptions with alert capabilities. Analytics enables you optimize contact center performance, reduce operational costs, and improve your customer’s experience.
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