RNOW » Topics » Features of RightNow Service

These excerpts taken from the RNOW 10-K filed Mar 6, 2009.

Features of RightNow Service

 

Seamless multi-channel contact center blends traditional and online channels so customer service agents have a single view of the customer across all channels and can provide consistent information through phone, email, web and chat.

 

Web and voice self-service enables customers to access the information they need 24/7 on the web and over the phone, and also reduces contact center workloads.

 

Patented self-learning knowledge base dynamically captures and presents complete, relevant and up-to-date information to customers, contact center staff, outsourcers and other business partners.

 

Email response management leverages knowledge base content to improve response times and provides customers with accurate answers; also detects potential customer issues for immediate attention and resolution.

 

Chat facilitates real-time, online chat sessions between agents and customers. Chat agents provide consistent answers, by tapping into RightNow’s embedded knowledge base. Chat sessions are saved in the customer’s record, so organizations have a complete customer view for the next interaction. Supervisors can monitor and join an agent’s chat session to assist in resolving issues.

 

Custom analytics and reporting —pre-built reports and a custom reporting engine enable real-time performance tracking. Reports can be automatically scheduled to run on specific timetables allowing customers to head off service and product issues with exception-based notification.

 

Integration with enterprise resource planning, return merchandise authorization, and other back-office systems —provides access to operational systems so agents can resolve customer issues without leaving the RightNow desktop.

 

Features of
RightNow Service



 



Seamless
multi-channel contact center
blends traditional and
online channels so customer service agents have a single view of the customer
across all channels and can provide consistent information through phone,
email, web and chat.



 



Web and
voice self-service
enables customers to access the
information they need 24/7 on the web and over the phone, and also reduces
contact center workloads.



 



Patented
self-learning knowledge base
dynamically captures
and presents complete, relevant and up-to-date information to customers,
contact center staff, outsourcers and other business partners.



 



Email
response management
leverages knowledge base content to
improve response times and provides customers with accurate answers; also
detects potential customer issues for immediate attention and resolution.



 



Chat
facilitates real-time, online chat sessions between agents and customers. Chat
agents provide consistent answers, by tapping into RightNow’s embedded
knowledge base. Chat sessions are saved in the customer’s record, so
organizations have a complete customer view for the next interaction.
Supervisors can monitor and join an agent’s chat session to assist in resolving
issues.



 



Custom
analytics and reporting

—pre-built reports and a custom reporting engine enable real-time performance
tracking. Reports can be automatically scheduled to run on specific timetables
allowing customers to head off service and product issues with exception-based
notification.



 



Integration
with enterprise resource planning, return merchandise authorization, and other
back-office systems

—provides access to operational systems so agents can resolve customer issues
without leaving the RightNow desktop.



 



These excerpts taken from the RNOW 10-K filed Mar 14, 2008.

Features of RightNow Service

        Seamless multi-channel contact centerblends traditional and online channels so customer service agents have a single view of the customer across all channels and can provide consistent information through phone, email, web and chat.

        Web and voice self-serviceenables customers to access the information they need 24/7 on the web and over the phone, and also reduces contact center workloads.

        Patented self-learning knowledge basedynamically captures and presents complete, relevant and up-to-date information to customers, contact center staff, outsourcers and other business partners.

        Email response managementleverages knowledge base content to speed response times and provides customers with accurate answers; also detects potential customer issues for immediate attention and resolution.

        Custom analytics and reporting—pre-built reports and a custom reporting engine enable real-time performance tracking. Reports can be automatically scheduled to run on specific timetables allowing customers to head off service and product issues with exception-based notification.

        Integration with enterprise resource planning, return merchandise authorization, and other back-office systems—provides access to operational systems so agents can resolve customer issues without leaving the RightNow desktop.

Features of RightNow Service



        Seamless multi-channel contact centerblends traditional and online channels
so customer service agents have a single view of the customer across all channels and can provide consistent information through phone, email, web and chat.




        SIZE=2>Web and voice self-serviceenables customers to access the information they need 24/7 on
the web and over the phone, and also reduces contact center workloads.



        SIZE=2>Patented self-learning knowledge basedynamically captures and presents complete, relevant
and up-to-date information to customers, contact center staff, outsourcers and other business partners.



        SIZE=2>Email response managementleverages knowledge base content to speed response times and provides
customers with accurate answers; also detects potential customer issues for immediate attention and resolution.



        SIZE=2>Custom analytics and reporting—pre-built reports and a custom reporting engine enable real-time
performance tracking. Reports can be automatically scheduled to run on specific timetables allowing customers to head off service and product issues with exception-based notification.



        SIZE=2>Integration with enterprise resource planning, return merchandise authorization, and other back-office
systems
—provides access to operational systems so agents can resolve customer issues without leaving the RightNow desktop.



This excerpt taken from the RNOW 10-K filed Mar 14, 2007.

Features of RightNow Service

Seamless multi-channel contact centerblends traditional and online channels so customer service agents have a single view of the customer across all channels and can provide consistent information through phone, email, web, and chat.

Web and voice self-serviceenables customers to access the information they need 24/7 on the web and over the phone, and also reduces contact center workloads.

Patented self-learning knowledge basedynamically captures and presents complete, relevant and up-to-date information to customers, contact center staff, outsourcers and other business partners

Email response managementleverages knowledge base content to speed response times and provides customers with accurate answers; also detects potential customer issues for immediate attention and resolution.

Custom analytics and reporting—pre-built reports and a custom reporting engine enable real-time performance tracking. Reports can be automatically scheduled to run on specific timetables, to head off service and product issues with exception-based notification.

Integration with enterprise resource planning, return merchandise authorization, and other back-office systems—provides access to operational systems so agents can resolve customer issues without leaving the RightNow desktop.

This excerpt taken from the RNOW 10-K filed Mar 15, 2006.
Features of RightNow Service

Complete Multi-Channel Solution—blends traditional and online channels so customer service agents can manage inquiries from customers through email, web form, live chat or phone.

Streamlined, Single Desktop Application—consolidates and eliminates redundant and disparate applications.

Computer Telephony Integration (CTI)—integrates the customer service agent desktop application and telephony infrastructure; delivers automatic customer look-ups and screen pops.

Custom Analytics and Reporting—standard, pre-built reports and a custom reporting engine capture service quality statistics, including average response time, first contact resolution rates, service level achievement rates and customer service agent effectiveness. Reports can be automatically scheduled to run on specific timetables, to head off service and product issues with exception-based notification.

Offer Management—provides automatic delivery of relevant sales offers or promotions, based on each customer’s profile and purchase history.

RightNow Voice—joins voice processing technologies with access to the RightNow knowledge base, so customers can quickly find answers to their questions.

Online Self-Service—provides 24 x 7 access to a centralized, fully searchable knowledge base delivered over the Internet.

Intelligent Knowledge Base—self-learning, customer driven and wholly integrated, the knowledge base dynamically captures and presents relevant information to both customer service agents and customers. RightNow 7.5 includes SmartGuide™ which provides decision tree functionality for end-users and customer service agents to find answers in the knowledge base.

Incident Queuing and Routing—with both business and escalation rules, controls how email is routed based on customer service agent skill sets, customer history, agent availability, or other attributes.

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