Voice Brochure

It is imperative to respond promptly and accurately every time your customers call-whether or not an agent is immediately available.
That's why you need RightNow.

Despite the huge popularity of the Internet, the phone remains a primary channel for interacting with customers and prospects. Effective voice automation is therefore essential for both delivering a superior customer experience and controlling communication costs.

RightNow Voice offers an affordable, powerful, and practical on-demand voice solution that enables you to:

• Allow customers to easily access the information they need via the phone
• Capture content-related information on all calls that transfer to an agent
• Effectively help customers with different types of inquiries without any human assistance
• Enable front-line staff to respond more quickly to calls and provide a higher level of service
• Make voice a more seamlessly integrated component of your total multi-channel customer experience
• Get up and running quickly with pre-built applications

Essential Capabilities

Voice routing
RightNow Voice, our advanced IVR software, radically improves the effectiveness and efficiency of your voice channel without requiring you to make capital investments in telephony infrastructure or develop in-house CTI expertise.

• Voice contact management is a complete, end-to-end hosted voice (IVR) software solution that provides intelligent dynamic routing options and content to callers based on both who is calling and why. IVR systems from RightNow leverage captured and gathered information by accessing data in the RightNow and customer's databases.
• One number routing enables you to direct calls to the right department or contact center staff based on the specific needs of the caller.
• Screen pops provide your call center staff with the information they need to provide fast, personalized service. Incident management systems allow you to track, capture and report on voice calls so you can meet both your service level targets and your contact center productivity goals
• Voice caller information delivery captures the context of the call while updating the agent desktop with this information when the call is transferred to the agent.

Voice self-service customer care
RightNow Voice IVR software empowers your organization to provide fast, effective service to your customers over the phone 24 hours a day without additional staffing or multiple shifts. Using call center IVR software with voice recognition,you can provide great customer care while significantly reducing contact center costs.

• Knowledge base access enables your customers to find answers to their most common questions over the phone and lets you leverage your knowledge base investment across both phone and the web.
• Status access allows customers to check on their orders, accounts, shipping and any other data you choose to provide from your back-office systems.
• Password reset eliminates a substantial volume of routine calls to your help desk by allowing customers (or internal end-users) to reset their passwords in a controlled, auditable way.
• Location finder makes it easy for customers and prospects to find the store or office closest to them by simply providing their zip code.
• Inbound survey tools provide a simple way to keep your finger on the pulse of your customers and better adapt to their needs.

Outbound voice
In addition to helping you better handle incoming phone calls, RightNow Voice IVR software offers applications that enhance your business with sophisticated outbound call automation.

• Web click-to-callback lets visitors to your web site request a call when they need additional assistance completing a transaction or making a purchase decision.
• Outbound survey tools enable you to quickly and cost-effectively poll selected customers to monitor satisfaction levels, gauge interest in new products or services and gain other high-value market intelligence.

Managed Services for eCommerce Customer Relationship Management
RightNow offers services that guide you through your IVR system voice implementation and provide continuous support for your solution. We take care of the day-to-day maintenance so you can focus on your core business.

RightNow Voice IVR solutions are rapidly configurable to your specific business requirements, so you can begin to reap their benefits quickly and cost-effectively. They also use state-of-the-art voice recognition technology-making them both highly effective and highly user-friendly. Plus, because they seamlessly connect to RightNow and third-party applications, allow you to create virtually any automated voice-enabled process your organization requires. So you can do anything from making sure your customers are still happy with your products 30 days after their purchase to alerting their personal account representatives when they're not.

Optimize the quality of the experience delivered over this critical communication channel, and the efficiency with which you deliver it, by seamlessly integrating RightNow's automated voice recognition software with the rest of your company's frontline customer experience. Calls are quickly identified and routed correctly, so you may intuitively resolve your callers' issues and continuously refine and improve your customer experience using the customer relationship management system from RightNow.

"RightNow Voice is very easy for customers to use and integrates very well with our other business systems. It has become an indispensable component of our total contact center environment." - Kodak

Benefits

• Seamless customer experience across all communication channels
• Reduced phone workloads and costs
• More responsive and efficient customer care
• Helpful phone service 24/7 without additional staffing
• Improved insight into customers and markets