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RightNow November ’08, the latest version of RightNow®’s on demand, customer relationship management (CRM) solution, continues to transform the contact center with new on demand agent desktop capabilities. RightNow November ’08 drives increasingly relevant and contextual information unique to each customer interaction to the agent desktop, putting the tools and information your agents need to deliver a superior customer experience right at their finger tips.

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Overstock.com Was Overwhelmed

Prior to implementing RightNow, Overstock.com’s contact center staff had many different desktop applications to address different tasks.  As the company grew, it became increasingly problematic for customer service agents to toggle between them—and to have to re-key customer or order identifiers every time.  They needed a CRM solution that would grow with them.  They chose RightNow.

The Solution: A Transformed Contact Center

“RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort,” says Stormy Simon, senior VP of customer care and branding.  “The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”  With the release of November ’08, the RightNow CRM solution continues to transform contact centers, helping clients like Overstock.com deliver exceptional customer experiences.

New Agent Platform On Demand Capabilities

RightNow November ’08 addresses contact center challenges like rising customer expectations, fierce competition, and the pressure to transform the contact center operations from a cost center into a profit center. The new Agent Platform On Demand capabilities, push the right information to agents at the right time, increasing productivity, reducing training time, and delivering a consistent superior customer experience. RightNow’s on demand agent desktop offers a highly productive environment with the deployment flexibility of the browser in highly customized contact center environments, where speed, responsiveness, and ease of use are most critical. In typical contact center environments, agents need to tap into a myriad of applications, databases and systems to effectively handle customer inquiries. Configurable workspaces and contextual workspaces ensure that agents are presented with only the information that is relevant to them, at the time they need it.

New! An Enterprise Contact Center Package

Just like Overstock.com, many of today’s contact centers are challenged by too much information in too many different places. RightNow November ’08 continues our transformation of the contact center with a new enterprise contact center package offering with new on demand agent desktop capabilities—giving clients like Overstock.com even more room to grow while maintaining the superior customer experience that keeps customers coming back.

The Enterprise Contact Center Package includes key functionality required by contact centers. Designed for a consumer-focused company that wants to maximize agent productivity and deliver a superior customer experience across channels, the new package, delivered on demand, includes:

  • RightNow’s on demand CRM solution – Service, Marketing, Sales, Feedback, Analytics and Connect functionality
  • Tools a contact center agent needs, such as –
    • Agent scripting
    • Guided assistance
    • Ability to chat online with a customer
    • Contextual workspaces that changes based on the customer interaction
    • Customizable workspace, to meet individual agent needs
  • Capabilities to help the contact center provide great customer experiences, such as
    • Customer feedback
    • Reporting
    • Easy add-in framework to connect with other agent tools
    • Upgrade scheduling
    • Proactive communications

Find out more about all of RightNow’s packages.

Functionality

  • Agent Scripting: Ability to provide agents with best practices call scripts, enabling them to consistently walk through customer interactions regardless of agent skill or experience.
  • Desktop Add-In Framework: Drives agent productivity by embedding external functionality directly into the agent desktop. Examples include integrated desktop telephony control (CTI), address validation, order processing, and maps/directions etc.
  • Guided Assistance: Built for quick trouble-shooting through a series of questions/answers to direct agents to appropriate answers. Guided assistance can be used in combination with broader agent scripting capabilities.

Find out more about Functionality.

  • RightNow CRM Suite

    The RightNow CRM Suite can be tailored specifically to your needs.
    Our suite of on demand CRM software is made up of the three applications below.  Several industry solutions are also available. Find Out How

    • RightNow Service™

      RightNow Service is built around a self-learning knowledge base. It improves customer service through a multi-channel agent desktop that includes phone, chat, feedback, web self-service, and email management.

      Find Out How

    • RightNow Marketing™

      Our marketing automation application allows you to proactively communicate with your customers and fully tap the power of the web and email to enable personalized communications.

      Find Out How

    • RightNow Sales™

      RightNow Sales provides a unified view into all customer interactions, whether they are used by sales representatives or your revenue generating service agents.

      Find Out How

    • Industry Solutions

      With thousands of successful client deployments under our belt, we took those industry-specific best practices and designed them into our solutions.

      Find Out How
  • Clients & Awards

    Clients & Awards
    Discover how RightNow's 1,900 global clients deliver exceptional customer experiences while strengthening their bottom line. Find Out How

    • Client Showcase

      Browse through case studies featuring RightNow solutions in action to learn about our clients’ success stories.

      Find Out How

    • Client Awards

      Many of our clients receive recognition for their customer experience initiatives from industry-related, and even sometimes unexpected, sources.

      Find Out How
  • Technology

    Technology
    With little or no IT overhead, RightNow’s on demand CRM applications deliver quick ROI and value through faster implementations, smarter integration tools, and increased efficiencies while satisfying the most demanding business requirements. Find Out How

  • Services

    Services
    RightNow has one of the highest client retention rates in the CRM industry, thanks in large part to our great employees and time-tested processes.  Our flexible service offerings are designed to put both of these to work for you. Find Out How

  • Company

    Company
    RightNow provides on demand customer relationship management (CRM) software that helps our clients provide great customer experiences across all customer interaction points while reducing operating costs. Find Out How