Events
2007 RightNow Summit - Wednesday Presentations
11:00 - 12:15
RightNow
Connect
[File Size: 1.02MB
Estimated Download Time: 2.6min (56k), 0.5min (dsl)]
Looking for an easier way to integrate RightNow into your enterprise
using open, standards-based Web services? RightNow Connect helps
assure well-integrated customer information and processes that enable
you to enrich the customer experience. This session is designed for IT
professionals responsible for systems integration and data
management.
Best Practices, Marketing
Automation
[File Size: 0.31MB
Estimated Download Time: 0.8min (56k), 0.2min (dsl)]
RightNow Marketing is the industry's most powerful solution for
getting your company's key messages out to existing customers and
prospects. This session covers a selection of best practices around
areas such as permission marketing, effective targeting, campaign
optimization and successful delivery.
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,will highlight new features in the 8.1 platform including
cross-tab reports, functions, paging, and new dashboard
functionality.
Advanced
Workspace Design
[File Size: 0.09MB
Estimated Download Time: 0.2min (56k), 0min (dsl)]
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.
Top 5
Best Practices for Telecom Companies
[File Size: 0.88MB
Estimated Download Time: 2.2min (56k), 0.4min (dsl)]
How are other Telecommunications companies around the globe improving
relationships with their customers while saving money? In this session
we share the Top 5 Best Practices - practical ways for you to leverage
your RightNow investment.
1:30 - 2:45
RightNow
Voice
[File Size: 0.11MB
Estimated Download Time: 0.3min (56k), 0.1min (dsl)]
So you have great web self-service. Now make voice self-service just
as effective! Uncover new ways to enhance your phone-based customer
contacts at this overview of new RightNow Voice capabilities.* Get
details on how to make voice self-service fast and efficient so your
customers get the information they need - now!
20
Great Ways to Enhance the Customer Experience
[File Size: 0.49MB
Estimated Download Time: 1.2min (56k), 0.2min (dsl)]
This session presents a wide range of proven techniques for enhancing
the customer service experience and improving contact center
cost-effectiveness. Topics covered include SLA definitions, the use of
Flash knowledge base content, product and category linking, incident
color-coding, and optimized management of multiple interfaces.
Advanced
Incident Management
[File Size: 0.08MB
Estimated Download Time: 0.2min (56k), 0min (dsl)]
RightNow in Retail:
Engaging
Shoppers Throughout the Entire Purchase Process
[File Size: 1.99MB
Estimated Download Time: 5min (56k), 1min (dsl)]
Learn how RightNow, along with three key Retail partners, come
together to deliver a comprehensive strategy for consistent and
superior shopping experiences. Learn how to execute this strategy both
online and in store by engaging with your shoppers at each critical
point in the purchase cycle. This is a unique opportunity to see an
example of different technology companies working in unison towards
one end; to engage the shopper through all stages of a purchase
enabling a retailer to transition the shopper and dramatically impact
conversion rates and the overall experience. From sending relevant
email communications for higher response rates, contextual help within
a shopping cart, or post-purchase support best-practices, see how this
complete strategy can shorten sales cycles, increase sales, and
elevate the overall experience.
RightNow in Government:
Multi-Channel
Solutions for Superior Constituent Care
[File Size: 0.5MB
Estimated Download Time: 1.3min (56k), 0.3min (dsl)]
Government agencies are constantly faced with the challenge of meeting
constituent expectations across multiple channels such as the
internet, email, phone, automated voice and chat with a growing volume
and shrinking budgets. In this session you will learn how government
agencies are leveraging RightNow solutions to move from constituent
service to constituent care. Hear how agencies are successfully
utilizing multiple channels to proactively provide their constituents
- whether they are taxpayers, senior citizens, soldiers, or businesses
operating in a particular market - with the right information, at the
right time across their channel of preference.
3:15 - 4:30
Customer Community: Creating
Value in Online Communities
[File Size: 0.08MB
Estimated Download Time: 0.2min (56k), 0min (dsl)]
People join communities to share their similarities: To meet others
like themselves; to be part of something bigger. Customers who
contribute product reviews or post messages visit community websites
nine times more often than sites without communities, remain twice as
loyal, and buy almost twice as often. Even customers who read but
don't contribute to community interaction are more frequent visitors
and buyers. Join us for this breakout topic to discuss why customer
communities are gaining traction as a top strategy for companies.
RightNow
Feedback
[File Size: 1.69MB
Estimated Download Time: 4.2min (56k), 0.8min (dsl)]
Exceed customer expectations by capturing feedback across all touch
points - and then leverage that valuable information to build loyalty
and increase sales. Insights on new RightNow Feedback capabilities*
can help you amplify the voice of your customers across your entire
organization to deliver the optimal customer experience, every
time.
Best Practices, Integration
[File Size: 1.59MB
Estimated Download Time: 4min (56k), 0.8min (dsl)]
To truly deliver a superior customer experience, it's often necessary
to integrate RightNow with ERP applications, telephony infrastructure
and other key enterprise systems. This session will provide details
related to how these integrations can be administered and will offer
real-world examples highlighting the significant business benefits
that they deliver.
Best Practices, Voice
Solution
[File Size: 0.36MB
Estimated Download Time: 0.9min (56k), 0.2min (dsl)]
Voice remains a critical channel for marketing, sales and
service. Attend this session to find out how you can radically
transform your voice channel with automation and speech technologies -
so that you can increase revenue, reduce costs, and deliver a
competitively differentiated experience across all customer
touch-points.
Advanced
Knowledge Base
[File Size: 0.36MB
Estimated Download Time: 0.9min (56k), 0.2min (dsl)]
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.
RightNow in Education:
Using
CRM to deliver on Recruiting, Retention and Advancement
Strategies
[File Size: 0.59MB
Estimated Download Time: 1.5min (56k), 0.3min (dsl)]
More than 100 institutions of higher learning around the globe are
providing leading-edge, cost-efficient service to their constituents
with RightNow's technologies. In this session you will learn how
leading institutions are leveraging their investment in RightNow to
improve recruitment and student services. This session will include a
moderated roundtable to share best practices and experiences.
5:00 - 6:00
Creating
a Dynamic Contact Center
Steve Rutledge, VP Product Marketing, Genesys
[File Size: 2MB
Estimated Download Time: 5min (56k), 1min (dsl)]
Contact centers began their existence as basic service organizations
focused on controlling costs. Over time, "customer service" became the
new imperative for the contact center. Today, businesses realize that
the contact center is in a unique position to serve as the gateway to
customer interactions, and, as a result, companies expect their
contact centers to generate revenue. This new expectation is straining
the existing model of contact center operations. In this session,
learn how companies obtain these three objectives-while managing
fluctuating contact center variables - through the Dynamic Contact
Center. Be part of the discussion about how companies can incorporate
Dynamic Contact Center capabilities into their existing operations to
start realizing the benefits today.
RightNow
Service
[File Size: 3.47MB
Estimated Download Time: 8.7min (56k), 1.7min (dsl)]
Make every contact count across every communication channel! Heighten
the experience of your customer interactions via the phone, web,
email, chat, or in person. This overview of the latest eService and
Contact Center capabilities* offers insights to help you deliver
consistently excellent customer service across all channels of
communication.
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.
Best Practices, Knowledge
Base
[File Size: 0.09MB
Estimated Download Time: 0.2min (56k), 0min (dsl)]
A great knowledge base minimizes incident volume and maximizes
customer understanding. This session provides an overview of best
practices for analyzing how well your knowledge base works, as well as
tips and techniques for improving searchability and navigability.
Advanced
Analytics
[File Size: 0.08MB
Estimated Download Time: 0.2min (56k), 0min (dsl)]
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.
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.
