RightNow CX
Voice
The phone remains the primary customer interaction channel, averaging 65 percent of all interactions. And labor costs represent over 70 percent of contact center operating budget. So it stands to reason that contact centers must effectively manage and automate phone interactions to reduce costs, increase efficiency, and deliver a superior phone experience. 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, or plodding through a confusing touch-tone phone system, or speaking to agents who can’t resolve your problem. Part of the problem is that traditional voice systems are stand-alone point solutions that provide no level of personalization. The end result is typically a negative customer experience.
RightNow Contact Center ExperienceWhat Is The Voice Application?
With RightNow Voice, the phone channel is a key part of an integrated multi-channel customer experience strategy across departments. The RightNow voice self-service application is knowledge-infused, and designed to deliver strategic competitive advantage, differentiation and cost efficiency.
Voice Self-Service is 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
Speech IVR is a set of speech-driven intelligent call routing applications leveraging IVR integration to the RightNow CX Suite. 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
CTI is a set of computer telephony integration options based on customer environment and requirements, including screen pop and desktop call control (soft phone).
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Customer Experience Blog
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Summit 09 Europe
Posted 2009-11-05 Read Blog
Jason Mittelstaedt,
Chief Marketing Officer
RightNow Technologies
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