Events

2007 RightNow Summit - Partner Track Presentations

The Natural Evolution of Disparate Contact Centers with IP Transformation
Dan Reed (XO Interactive) and David York (Genesys)
[File Size: 0.6MB Estimated Download Time: 1.5min (56k), 0.3min (dsl)]
Cost control and the desire for service excellence have driven contact center technology through four delivery phases: Historically these phases have demanded new technology, never requiring interoperability, thus leading to "service islands" or forklift upgrades. In this session, you'll learn how to harvest deployed assets from every model while leveraging the latest in technology to achieve unparalleled service and revenue attainment in the new paradigm. You'll see examples of all facets of communications and deployment models, working together, to drive unequalled service excellence.

FastTrack Your Legacy IVR System
Genesys, Ticketmaster, and Gartner Group
[File Size: 1.3MB Estimated Download Time: 3.3min (56k), 0.7min (dsl)]
Deciding on the best method to replace an aging IVR system can leave your head spinning. How do you start? What's best for your ROI? How do you ensure customer satisfaction? Join Gartner Research Vice President Drew Kraus and Genesys as they show you:

• How the Genesys FastTrack program helps you leverage voice self-service and achieve targeted customer satisfaction and ROI goals
• The best ways to turn IVR replacement into an advantage
• Steps to strengthen customer relations, increase revenues and improve efficiency in the contact center and beyond
• Insights on how to increase contact center efficiency

Contact Center On-Demand - Optimizing Service Excellence
Dan Reed, XO Interactive
[File Size: 0.71MB Estimated Download Time: 1.8min (56k), 0.4min (dsl)]
Business executives will take advantage of every opportunity to increase long-term customer value while reducing the costs to serve. To meet their objectives, they must:

• Use outbound and inbound self-service to lower call volume, reduce average handle time and change customer behavior
• Increase contact center efficiency with proven customer interaction management and CTI enablement
• Utilize the skills, flexibility and cost structures of home-workers
• and Consider outsourcing non-core customer touches

In this session, we will explore the integrated components and options of Contact Center On-Demand and you'll learn how easy it is to turn on the solution to access unparalleled scale, flexibility and queue/route management for your enterprise. We will also cover the financial benefits surrounding the solution: Operating Vs capital expense, staffing, flex-capacity, geo-redundancy, disaster planning and maintenance. Session attendees will be given a free, 1-hour, post conference assessment and tailored ROI report.

Increase Customer Satisfaction and Incremental Transactions Through Integrated CRM and Commerce Solutions
Robert Sullivan, Director of Industry Solutions, Sterling Commerce
[File Size: 3.06MB Estimated Download Time: 7.7min (56k), 1.5min (dsl)]
Sterling Commerce, an AT&T Company, will present the integrated view of CRM, Service/ Support and commerce capabilities to provide a unified customer experience. Whether customers are interacting via web self service or through CSRs, there is always an opportunity to up-sell and cross-sell additional products and services to end users. The Sterling Commerce discussion will focus on case studies and demonstrations of this integrated view for maintaining customer satisfaction and guaranteeing future customer interactions through the combined pre integrated product sets of RightNow and Sterling Commerce.

MarketTools Inc. Expert Case Study: RightNow Integration in Days
Fougere Robertson, RightNow Specialist, MarketTools Inc. Chandar Pattabhiram, Vice President of Product Marketing, Cast Iron Systems
[File Size: 0.99MB Estimated Download Time: 2.5min (56k), 0.5min (dsl)]
Many RightNow customers need to rapidly migrate and/or synchronize customer service data with a variety of other systems - including CRM, ERP, databases, call center and custom applications - to capture valuable insights from customer interactions and share this knowledge base across all service channels. Until now companies had to embark on lengthy custom coding projects. Attend this presentation to hear insider integration secrets from MarketTools who integrated RightNow in days without resorting to custom code. You'll learn:

• How to solve critical integration issues in days using a "configuration, not coding" integration appliance from Cast Iron Systems
• Best practices on how to maintain accurate contact information across your systems
• See RightNow integrated live in 8-minutes!

Cross Enterprise Data Integration
Speaker: Ron Papas, GM Informatica On Demand
[File Size: 1.41MB Estimated Download Time: 3.5min (56k), 0.7min (dsl)]
As companies increasingly turn to hosted models and move their data and business processing to hosted platforms they find it more difficult to leverage their data assets. The processes for migrating data to the hosted platforms, integrating data between systems that reside outside the firewall, and managing data quality present some new challenges that result in increased data fragmentation. This session will provide an overview of cross-enterprise data integration solutions that make it possible for customers of SaaS providers to maximize the value of all their information assets and Informatica's strategy for cross-enterprise data integration solutions delivered as an on-demand service.

Case Study: HomeAgain Discovers Ease of CRM Development
Philip Spampinato, HomeAgain Manager of Customer Care
Rex Brown, Director of Sales at West Corporation
[File Size: 0.59MB Estimated Download Time: 1.5min (56k), 0.3min (dsl)]
More and more companies are realizing the benefits of maximizing their existing investments in personnel, processes and programs by blending them with state-of-the-art platform technology and an effective CRM package. In this session, you'll learn how hosted solutions, using RightNow tools, have enabled one such company, HomeAgain, a division of Schering Plough, to seamlessly integrate information from several data sources servicing their existing customer base into a robust customer self servicing tool. Additionally, discover how HomeAgain is using new agent tools to identify their existing customer base and providing this information to the servicing agent for increased efficiency and a more personal customer interaction.

Effective Knowledge Management Resulting In Increased Revenue
Lalita Bhattiprolu, Sr. Director Business Development, e4e
Paul Steele, VP Global Sales and Marketing SRS, Seagate
[File Size: 0.13MB Estimated Download Time: 0.3min (56k), 0.1min (dsl)]
Join experts from Seagate and e4e as they walk-through the approach of how Seagate has achieved business alignment of services and in the process of improved customer experience, reduced costs, and above all generated "new revenues" thereby transitioning from product specific to services offering company.

Creating the Virtuous Cycle between Self-Service and Assisted-Service
Prem Uppaluru, CEO Transera
[File Size: 0.94MB Estimated Download Time: 2.3min (56k), 0.5min (dsl)]
Customers today expect to be able to make service and support inquiries via a variety of methods ranging from web and voice self service to assisted service by human agents. Although these strategies can be individually effective, they are much more powerful when integrated together. Find out how some customers have utilized RightNow's web self service, voice self service, and knowledge base combined with Transera's call routing and distribution services to both improve automation rates, while also increasing the efficiency of agents.

• Provide consistent service across web and voice self service channels through a common knowledge base
• Improve first call resolution and lower average handle time by providing agents self service interaction information concurrent with call delivery
• Enhance the customer experience by delivering self and assisted service options at any point during the customer interaction

Improving Customer Experience with RightNow's Partners
Moderator: Dean Brown, Vice President of Channels, RightNow Technologies
[File Size: 0.25MB Estimated Download Time: 0.6min (56k), 0.1min (dsl)]
Join RightNow's Vice President of Channel's, Dean Brown for an interactive panel discussion with some of our strategic partners. During this session you will gain insight into RightNow's partner ecosystem and learn how our partners have been successful in enhancing RightNow's deployments and helped customers improve customer experiences while reducing costs.

Participants in this session are:

• Pervasive Software: Pervasive is the most widely used SaaS integration solution worldwide because it provides the richest connectivity, fastest time to value and lowest cost.
• CosmoCom: CosmoCom provides an all-IP, universal access contact center system that is the platform of choice for more top tier network service providers worldwide than any other product of its kind.

Improving Customer Experience with RightNow's Partners
Moderator: Dean Brown, Vice President of Channels, RightNow Technologies
[File Size: 0.32MB Estimated Download Time: 0.8min (56k), 0.2min (dsl)]
Join RightNow's Vice President of Channel's, Dean Brown for an interactive panel discussion with some of our strategic partners. During this session you will gain insight into RightNow's partner ecosystem and learn how our partners have been successful in enhancing RightNow's deployments and helped customers improve customer experiences while reducing costs.

Participants in this session are:

• RiverStar: RiverStar Software, the creator of WhiteWater Guide™, provides highly adaptable scripting software that pushes the limits of intelligent customer interaction, incredibly efficient implementation of process flows, and significantly reduced time to market for contact center and web self service solutions worldwide.
• InsideSales.com: InsideSales.com is a hosted solutions provider that specializes in telephony productivity tools used to increase lead response and lead qualification rates.
• UCN: With inContact from UCN, you gain access to a full-featured set of hosted contact handling technologies (self-service menus, skills-based routing, integration with your existing database for screen pops and routing information, real-time and historical reporting, plus monitoring and recording) without impacting your existing environment.