RIGHTNOW® TELECOMMUNICATIONS
Whether supporting existing customers or launching new products and services, Telecom companies are increasingly looking to differentiate themselves based on superior customer experiences. This has become a challenge as customers have become more demanding and technically savvy. They want quick and accurate information-and they want to choose how they communicate-phone, web, email, chat, or in person.
RightNow Telecom Industry Solution
The RightNow Telecom industry solution combines our award-winning software, business processes, best practices, professional services, support, and hosting in a package that is pre-configured for Telecom companies. The RightNow Telecom solution includes pre-configured processes and best practices in customer service, analytics, and feedback. Based on the RightNow Enterprise Desktop, the Telecom solution includes access to service, sales, marketing, feedback, and analytics.
Join over 175 Telecommunications companies around the globe that use RightNow to provide superior experiences to their customers, while saving on operational costs.
Pre-Configured Functionality
Multi-Channel Solution
Improves first-contact resolution rates by providing immediate, consistent answers to questions across multiple channels and touchpoints.
Incident/Case Management
Easily capture, track, and respond to incoming constituent inquiries across channels.
- Pre-configured custom fields, views, statuses, and rules based on implementation best practices
Web Self-Service
Provide immediate and accurate answers to customer questions online.
- Empower customers to serve themselves 24x7
- Self-learning, predictive, requires minimal knowledge maintenance
Email Management
Increase speed, accuracy, and relevancy of email responses to customers
- SmartAssistant® analyzes content of customer question and presents links to relevant answers in the knowledge base before the question is submitted
- Immediately confirms receipt of inquiry and sets response time from customers
- Pre-configured routing rules ensure timely responses from best-suited agent
Embedded Knowledge Base
Integrated across communication channels and driven by customer interactions, it provides online and agent information needed to answer customer inquiries.
- Automatically learns and adapts to ensure content remains accurate and relevant
- Utilized by agents to quickly respond to inquiries and capture new issues
- One-click feedback that asks customers to rank the usefulness of the information.
Customer Surveys
Capture the voice of the customer to improve quality and responsiveness of your organization.
- Send pre-configured Closed Incident Surveys to customers when a case closes to measure customer satisfaction
Reports and Dashboards
Standard and pre-built custom reports based on Telecom best practices ensure you have the pulse on key items that drive your business.
Pre-Packaged Services
Tailored Professional Services
RightNow will provide 80 hours of professional services for consulting, training, or technical services to be used within 12 months of purchase.
Project Management
RightNow will assign a remote project manager to coordinate efforts and work directly with the customer on managing and using the above hours of professional services.
Product Training
RightNow will deliver a full-day of remote product overview training to help your team get up and running quickly.
Online Training
Direct access to RightNow's Online Learning Center. Content includes role-based workshops, self-paced learning courses, learning tools, and recorded web training sessions.
Data Imports
RightNow will import up to two of the data elements including contacts, organizations, or products.
Single Customer Sign-In
RightNow's Pass Through Authentication provides the ability to pass customer login information from a web page to our database.
Software as a Service (SaaS) Delivery Model
RightNow hosts and manages the application so you achieve faster time to benefit and lower cost of ownership, while mitigating risk.
Product Optimization
RightNow will remotely review your deployment up to two times per year and make industry-specific best practice recommendations to optimize your deployment and realize additional results.
Upgrade Support
RightNow will migrate customizations on your behalf for the RMA link, webforms, and product registration.
Additional Recommended Functionality
SmartGuide™
Quickly guide end-users and agents through this intelligent decision-tree to find the information they are looking for.
Chat
Open up a popular channel with your customers and help them complete online purchases with chat.
Voice-Enabled Contact Management
An affordable, practical on demand voice solution.
- Enable customers to use natural language voice commands to navigate and select answers to their questions from an existing RightNow knowledge base.
- Provide callers with a list of business locations based on search criteria.
- Create and deliver surveys over the telephone.
- Allow customers to change their passwords securely and privately over the telephone.
Web Click-to-Callback
Allows customers to indicate online that they would like to be called back at a specified time to resolve a specific issue.
Benefits
- Reduce churn through improved customer experience
- Increase the rate of customer selfservice
- Reduce inbound calls and emails
- Leverage embedded industry best practices
- Benefit from a rapid, well-aligned deployment
- Deliver immediate and tangible results
