Multi-channel contact center

Customers communicate with you in a variety of ways. That's why it's essential to manage your interactions with customers across all communication channels in a unified manner. If you don't, you'll aggravate your customers by making them repeat themselves every time they use a different channel. And your contact center staff will waste a lot of time getting the same information from them over and over.

RightNow optimizes both customer satisfaction and contact center productivity by letting you maintain a single "conversation" with the customer, whether that conversation is conducted via phone, web, email, chat, in person—or any combination thereof.

RightNow delivers unified management of all your communication channels with:

Cross-channel customer contact histories

With RightNow, all of your interactions with each customer are logged on a single customer record—so contact center staff can view all of their previous contacts in order to provide personal and effective service.

Use of a single knowledge base across all channels

By enabling you to leverage a common knowledge foundation across all channels, RightNow ensures that your customers always receive consistent, accurate and up-to-date information—regardless of how they contact you or who handles their question.

Unrestricted insight into customers' concerns and preferences

Because RightNow captures the customer "voice" across all channels, it provides more complete visibility into both your individual customers and your market as a whole.

Anytime/anywhere access

RightNow's web-based architecture allows you to provide agents anywhere with access to your contact center environment—enabling in-house employees, outsourcers, and home-based workers around the world to operate as a single virtual team.