Integration services

To provide customer service that truly exceeds expectations, contact center agents may need at-their-fingertips access to a wide range of business systems and information resources. If they have to toggle between systems and/or log into these systems with separate passwords, it can slow them down and aggravate customers. That’s why it’s often wise to integrate access to these systems and resources into your agents’ primary desktop application.

RightNow Professional Services has a wealth of experience and expertise in implementing these customer relationship management system integrations. Using XML, APIs, and other techniques, they can ensure that your front-line staff can quickly retrieve the information they need and perform any tasks necessary to keep customers happy and optimize their own personal productivity.

The types of applications typically integrated into RightNow customer service workspaces include:

• ERP/order entry systems
• Return merchandise authorization (RMA)
• Third-party shipping/tracking data feeds (FedEx, UPS, etc.)
• ACD switches and other telephony infrastructure
• Legacy CRM databases
• E-commerce applications