RightNow CX
Voice
The phone remains the primary customer interaction channel, averaging 65 percent of all interactions. When you think about it, your contact center is the entry point to your organization. The contact center experience sets a lasting impression on how your customers and prospective customers feel about your company and your brand.
But, many companies report that customer frustration levels are actually higher than ever. It’s not surprising. We’ve all had those aggravating experiences of waiting in a long phone queue, plodding through a confusing touch-tone phone system, or speaking to agents who can’t resolve your problem, and then being transferred multiple times. Part of the problem is that traditional voice automation systems are stand-alone point solutions that treat all callers the same and provide no level of personalization or guidance. The end result is typically a negative customer experience.
RightNow Contact Center ExperienceWhat Is The Voice Application?
RightNow Voice automation enables you to provide a tailored, personalized experience for each caller, based on their individual needs, customer profile, and your business objectives. With RightNow Voice, our voice self-service, you can identify, segment, and determine the best course of action for each caller including providing an automated answer to a question, routing a high-value customer to an appropriate specialist to address the caller’s specific need.
With RightNow's voice self-service, the phone channel is a key part of providing an integrated multi-channel customer experience strategy across your organization. RightNow Voice is knowledge-infused, and designed to deliver world-class customer experiences over the phone, providing strategic competitive advantage, differentiation, and cost efficiency. RightNow Voice is a fully integrated part of RightNow CX, including Customer Portal, Chat, and the Dynamic Agent Desktop. This integration enables great customer experiences across customer communication channels.
Voice self-service is built on industry standard web-based architecture and delivered in the cloud. This foundation allows you to easily voice enable any service or functionality currently available today via your website. The combination of web-based architecture and SaaS delivery enables rapid time-to-market for voice self-service applications, and drives strong consistency in application availability and consistency across the web and voice channels.
Features
Personalized Speech IVR - identify, segment, and route with intelligent call routing applications leveraging IVR integration to RightNow CX to deliver a personalized voice experience. These applications include:
- Intelligent Call Routing - Directs callers to a single number where they can speak the nature of their call and be connected to the correct agent, queue, or self-service application
- Voice Contact Management - Automatically identifies, captures, and displays contact information on calls routed to agent
- Voice Screen Pop - Passes data collected in the IVR transaction into a case (incident) that can be popped as the call is transferred to an agent
- Voice Case Management - Enables customers to create cases (incidents) over the phone without agent assistance
Voice Self-Service - a set of pre-packaged speech-driven voice self-service applications that enable callers to easily find information on a range of common topics including:
- Voice Knowledge Management – provides immediate customer voice self-service access to knowledgebase answers
- Voice Status Management – provides immediate customer voice self-service access to most current status information, such as orders and shipping
- Voice Survey Management – provides immediate customer voice self-service access to voice-driven surveys
- Voice Location Finder – extends web-based location information to the phone
Customized Voice Applications – leveraging RightNow’s best practices in voice application discovery design, customers can tailor custom DTMF and speech-enabled voice applications to the specific/unique needs within their environments.
Benefits
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Greg Gianforte