Technology
Agent Platform On Demand
RightNow Agent Platform On Demand is the technology foundation of our contact center solution. It is the sister application platform to RightNow Consumer Platform On Demand. Agent Platform On Demand provides robust, modular out-of-the-box multichannel contact center capabilities, so you can deploy where your needs dictate, and gain rapid benefits. But we also realize that every organization has unique and complex needs for their enterprise contact center operations, and there is no such thing as a one size fits all solution. That’s why Agent Platform On Demand provides robust capabilities to enable you to rapidly configure our CRM software applications and extend the out-of-the-box modules to meet your specific and evolving customer-facing requirements. These capabilities enable your business to stay nimble, while also helping you conform to your customer’s world – rather than forcing your customers into rigid, inflexible systems and processes.
Best-in-class On Demand Agent Desktop
Contact center managers are often frustrated with high agent attrition rate (industry average is around 33 percent) and associated training costs to get new agents up to speed. In addition, they face tremendous pressure to keep costs down, increase revenue while improving customer service. And if that wasn’t enough, agents themselves are frustrated by constantly switching between multiple desktop applications and hunting for the right answers to serve waiting customers. RightNow On Demand Agent Desktop empowers your agents to consistently walk customers through all interactions and deliver a superior customer experience regardless of agent skill or experience. New functionality can be easily integrated into the on demand agent desktop, so agents can view, create, update and even validate data directly within their agent desktop. No need for agents to jump between several different applications or tools to do their jobs.
RightNow On Demand Agent Desktop brings the information and tools your agents need to deliver a superior customer experience right at their finger tips. Features include:
- Knowledge Management
- Case Management
- Email Management
- Agent Scripting
- Guided Assistance
- Chat
On Demand CRM Software Built On Knowledge
RightNow’s on demand CRM software applications are built on a unique, self-learning knowledge system that continuously updates itself based on agent interactions and customer experience. This customer experience management system compounds that information over time, ensuring best practices, processes, and knowledge possessed by your very best agents are captured at each interaction and leveraged by every agent across the frontlines of your business. This way, you know your agents are having the best possible communication with your customers and creating a stabilized network of customer experience management which allows for greater customer retention.
RightNow’s Hosted CRM Solution And Superior Customer Service
In today’s economic climate, it’s more important than ever to manage costs and minimize your total cost of ownership (TCO), while still taking care of your customers. On top of that, you still need the flexibility to deal with challenges and trends such as seasonal staffing fluctuations, globally dispersed staff, and remote/home agents. RightNow’s contact center solution is delivered on demand, so you can minimize your TCO, deliver a great cross-channel customer experience, and be nimble and adaptable to meet your challenges for today and tomorrow. With our hosted CRM solution model, IT headaches are eliminated, but you can still use CRM software applications that has out of the box functionality that you can easily tailor to meet your needs. All of the benefits, none of the hassle.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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White Paper: Optimizing the Multi-Channel Agent Desktop
Learn the value of integrated agent visibility into multiple service channels.
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Article: Features
CRM is not one-size-fits-all. With over a decade of CRM experience, RightNow has developed an easy framework for pricing and product packaging that fits most clients as a starting point.
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Article: I need to transform my call center
There is a lot riding on the shoulders of contact centers today. RightNow can help you drive contact center costs down, while improving the customer experience.
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Article: Integration
RightNow’s Service-Oriented Architecture drives seamless integration and functionality to create a streamlined CRM solution.
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Article: Consumer Platform On Demand
Our CRM software solution delivers knowledge to both your customers and customer-facing employees for every facet of the agent-customer experience.
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Article: Contact Center
Our Contact Center module drives cost efficiency and agent productivity.
Greg Gianforte