Telecommunications

More than 180 Telecommunications companies from around the globe such as Alltel Corp, British Telecom, TDS Telecommunications Corporation, T-Mobile, Sprint Nextel, Telus, and Vodafone Pty Ltd. are using RightNow’s telecommunications CX solutions to provide superior experiences to their customers and subscribers, while saving on operational costs.



British Telecom “RightNow has proven that it is dedicated to ensuring BT meets its customer commitment goals. RightNow is working with us to ensure we get the most from its customer service solutions and is flexing the product to meet our customer requirements. We are confident that we will be able to offer a superb customer experience to our customers, keeping us ahead of the competition.”

—Senior Business Director, British Telecom

RightNow’s Telecommunications Solutions Help You Care For Subscribers

RightNow’s telecommunications solutions help you spend your time focusing on what’s important—meeting your subscriber’s needs. With RightNow, you’ll reduce inbound calls and emails which not only improves the contact center budget but also improves the customer experience.

Delivering Zero Contact Resolution

  • Provide a branded service portal for easy subscriber access to consistent and relevant answers
  • Dynamically rank answers based on customer actions and feedback
  • Route subscriber emails through knowledge base answers to further deflect inbound contacts
  • Transition customers seamlessly to assisted channels when additional information needed

Improving Contact Centers

  • Leverage the insights from customer questions online to assist agents
  • Empower agents through complete visibility into customer interactions and access to knowledge to help the customer
  • Gather feedback from customers on their experience and take immediate action
  • Support outsourcers, blended agents, and at-home agents—one application across all support organizations provides reporting consistency and operational simplicity
  • Leverage online customer community tools to build brand, loyalty, and revenue
  • Deliver proactive customer support through monitoring and analysis of social media conversations

Reducing Costs

  • Increase customer self-service up to 97%
  • Reduce inbound email by 30 – 70%
  • Reduce inbound calls by 10 – 30%
  • Improve agent productivity by up to 20%

Motorola

Motorola

Motorola uses RightNow CX to know its customers better and to help their 1,200 customer service reps respond to phone, e-mail, and instant message queries from 5 million customers a year in 28 countries and eight languages. To save money, Motorola outsources its global call centers to local contractors that provide staff, equipment, and software. By having all its call centers on RightNow CX, it eliminates the inefficiency of collecting and processing call center records from outsourcers. It also gives Motorola more flexibility in dealing with contractors.

tiscali

Tiscali

Tiscali, an independent European telecommunication company, selected RightNow CX to meet the needs of a rapidly growing market by providing all customer service agents with knowledge and customer with the ability to self-serve. By providing customers with relevant information, inbound calls to support were reduced by 40%. RightNow CX also enables Tiscali to meet a 24-hour turn around time on all inbound emails.

Proxim

Proxim

With RightNow CX, Proxim was able to provide a common customer care and support environment for its across its Tier 1, Tier 2 and Tier 3 centers located around the globe. With rules-based workflow and escalation, Proxim is now able to respond more quickly to customer inquiries across all channels. Additionally, customers can quickly find a whole range of technical resources—including answers to common questions, helpful hints and software updates—from a single, intuitive RightNow CX search page.





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