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RightNow's Latest CRM, Contact Center Products Hit Market
 TMCnet Contributing Editor
RightNow Technologies has released its latest on demand customer relationship management product, “RightNow November 08,” and a new Enterprise Contact Center Package.
In a typical contact center, company officials say, agents tap into a myriad of applications, databases and systems to handle customer inquiries. With RightNow November 08 “contact center agents can have a single desktop, where information unique to each customer interaction is pushed to the agent.”
“Contact centers are inherently complex and overtime have become mired,” says Mary Wardley, vice president of CRM Applications at IDC ( News - Alert), adding that “technologies such as these are required to transform the contact center and equip contact center agents with instant access to the right information and support at precisely the right time.”
The product also includes agent scripting, a desktop add-in framework and guided assistance.
This summer, as TMCnet reported, Australia’s Virgin Mobile ( News - Alert) network provider went live with RightNow’s on-demand CRM product to provide customer service.
Virgin Mobile officials said they wanted to use RightNow on all contact center agent desktops to track and manage all incoming calls and e-mails. They expect the product to provide agents with a single system of record where they can find a history of all previous customer interactions which can then be used to enhance all communications with customers as well.
The agent-scripting feature in RightNow November 08 walks agents through a call script designed to ensure consistent handling of customer interactions, as well as reduce training time and, hopefully, drive revenue through more effective up-sell or cross-sell.
There’s also an intuitive graphical user interface which allows general business users to create scripts, as well as a desktop add-in framework letting customers and partners add additional functionality to the agent desktop.
The Enterprise Contact Center Package includes functionality required by large contact centers, and is basically designed for a consumer-focused company looking to maximize agent productivity. It includes RightNow’s on demand CRM product and such contact center tools as agent scripting, guided assistance, the ability to chat online with a customer and rules-based contextual workspaces that change based on the customer interaction.
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David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Michael Dinan
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