Events

2007 RightNow Summit - Thursday Presentations

10:30 - 11:45

How to Encourage Customer Interaction and Collaboration through Customer Communities
[File Size: 0.84MB Estimated Download Time: 2.1min (56k), 0.4min (dsl)]
Organizations that create customer communities tend to create communities of evangelists. For companies, customer communities: build loyalty; provide valuable feedback; contribute to increased sales; and reduce support costs. During this breakout session we'll discuss the how-to's around launching a community, including a look into the RightNow/Lithium integration and at several real-world community examples.

Upgrading to RightNow 8
[File Size: 0.11MB Estimated Download Time: 0.3min (56k), 0.1min (dsl)]
Thinking of upgrading to RightNow 8? Attend this session to learn how powerful new capabilities of our enhanced CRM solution can help you understand, anticipate, respond to and manage your customers like never before. Discover what RightNow 8 can do for you - and learn why it's easy to justify the upgrade.

Best Practices, Analytics
[File Size: 0.37MB Estimated Download Time: 0.9min (56k), 0.2min (dsl)]
Analytics and Reporting best practices for creating, running, maintaining, securing, and scheduling reports. It will cover areas including maximizing report re-usability, optimizing run-time performance, and minimizing maintenance time and effort. It will highlight new features in the 8.1 platform including cross-tab reports, functions, paging, and new dashboard functionality.

Best Practices, Contact Center
[File Size: 0.4MB Estimated Download Time: 1min (56k), 0.2min (dsl)]
Learn how to improve your organization's delivery against key performance indicators and drive best in class call center performance using RightNow CRM.

Advanced Integration
[File Size: 0.63MB Estimated Download Time: 1.6min (56k), 0.3min (dsl)]

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.

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.

1:15 - 2:30

RightNow Analytics
[File Size: 1.35MB Estimated Download Time: 3.4min (56k), 0.7min (dsl)]
Information is everything - so make sure you have the right data on customers so you can make smart decisions that generate sizeable new and repeat business. Learn how new Analytics capabilities* in RightNow 8 enhance how you collect, analyze and distribute information about customers so you can reach new heights in the customer experience.

RightNow Professional Services Capabilities
[File Size: 2.75MB Estimated Download Time: 6.9min (56k), 1.4min (dsl)]
So what's going on in Professional Services and how can we help you deliver a better customer experience? You'll hear about current and future services that can help you deliver more value to your customers. You'll also have an opportunity to provide feedback regarding current service offerings and suggest services you'd like to see this team deliver in the future.

Best Practices, Sales Automation
[File Size: 0.67MB Estimated Download Time: 1.7min (56k), 0.3min (dsl)]
People, process and technology are critical ingredients to a successful sales automation solution within your company. This session covers the best practices for a new deployment as well as fine tuning your existing sales automation application.

New Feature Preview
[File Size: 0.39MB Estimated Download Time: 1min (56k), 0.2min (dsl)]

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.

Creating the Virtuous Cycle between Self-Service and Assisted-Service
Prem Uppaluru, CEO Transera
[File Size: 0.94MB Estimated Download Time: 2.4min (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

On-Premise Deployments
[File Size: 0.08MB Estimated Download Time: 0.2min (56k), 0min (dsl)]