Overview
RightNow voice self-service is integrated with the RightNow knowledge base and is capable of understanding natural language. It goes well beyond traditional phone automation systems. Our voice self-service customer care “listens” to customer language and matches human inquiry to the best possible answer, offloading a significant portion of repetitive inquiries from your contact center and sometimes eliminating the need for a live agent. RightNow Voice empowers your customers to use the telephone to get answers and still be routed to a live agent when needed. Integration with our hosted CRM suite means that information entered into the voice self-service system routes with the customer, so the agent has the insight to pick up where the voice self-service application left off.
Our voice self-service system is very uniquely implemented. We talk to your best agents and listen in on customer calls to build out “grammar” that uses customer language to respond to inquiries. We then model answers after your top agents’ best practices.
View this short slideshow to see the benefits of adding the voice channel to your service arsenal. RightNow Voice, RightNow's IVR system, extends the reach of web self-service to anyone with a phone. You can be sure your customers get the same information regardless of what channel they choose because RightNow Voice accesses the same knowledge base as your web-based CRM solution.
Greg Gianforte