RightNow Cloud CRM

Wednesday, 02 December, 2009

RightNow has announced the RightNow CX cloud solution, a customer experience suite designed to assist organisations to deliver seamless customer web, social and contact centre experiences.

The RightNow Web Experience integrates into an existing web infrastructure for a fully branded online customer experience where the consumer can quickly find what they’re looking for in an interactive, engaging and branded environment and easily transition across web self-service, agent online, mobile devices and telephone assistance based on their needs. It includes a customer portal (for web and mobile self-service), chat and co-browse, email management and Web Experience Designer.

The RightNow Social Experience uses social networking to promote brands, facilitate community and address customer concerns by allowing companies to proactively monitor the discussions occurring on the social web and facilitate interactions within communities sponsored by their brand. RightNow November ’09, with fully integrated HiveLive technology, includes Cloud Monitor, Support Community, Innovation Community, and Social Experience Designer.

The RightNow Contact Centre Experience gives multi-channel customer experiences via phone, email, online chat and voice self-service and includes Phone and Multi-Channel Interaction Management, Case Management, Voice Automation, and Contact Centre Experience Designer (which consists of Desktop Workflow, Agent Scripting and Contextual Workspaces).

Underlying RightNow CX is the RightNow CX Platform. The platform includes RightNow’s self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experience. RightNow Connect provides the integration framework to connect RightNow CX with enterprise systems. The entirety of the RightNow CX solution leverages a mission-critical SaaS delivery model providing up-time, security and performance.

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