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Contact Center Experience

Deliver A World-Class, Branded Customer Experience That Is Personalized For Each Customer

RightNow Contact Center Experience delivers superior customer experiences consistently across phone and multi-channel interactions, while maximizing agent productivity, lowering costs, and driving revenue.

Business Challenges

Contact centers are constantly under pressure to deliver great customer experiences, while controlling or reducing costs. Challenges to achieving these goals include:

High agent turnover and training costs
Inconsistent customer experience across contact channels
Multiple agent desktop systems cause long incident resolution times
The voice channel lacks personalization and is not tied to customer knowledge

Solution

As part of RightNow CX, our contact center experience applications empower both customers and agents to find what they need quickly. Over the phone, customers can find information 24x7 or to be intelligently routed to an agent, based on their personal needs and preferences. They can also choose to interact with agents via email or chat. Most importantly, with any transition across channels, including the web, the customer interaction thread is maintained with RightNow's contact center applications to ensure a consistent cross-channel customer experience. Agents provide a great customer experience by presenting timely, contextually relevant information based on the interaction at hand.

“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. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”

— Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com

A Fully Integrated Multi–Channel Contact Center Platform, Delivered In The Cloud

RightNow Contact Center Experience solutions include Voice Experience Management applications that identify, segment, and route callers, ensuring a highly personalized experience while getting callers to the right resource quickly and efficiently. When calls connect to agents, RightNow’s Dynamic Agent Desktop provides agents with the contextually relevant, timely knowledge they need to delight the customer. Contact Center Experience Designer enables organizations to tailor the contact center experiences meet unique objectives and codify customer experience best practices.

RightNow Voice identifies, segments, and routes callers to appropriate resource via self–service or agent assistance
Dynamic Agent Desktop provides the ability to manage multi–channel customer interactions with knowledge–enabled agent desktop
Contact Center Experience Designer – design complete customer experience best practices into every customer interaction.
Fully integrated across the RightNow CX solution
Leverages RightNow Engage for customer insights and proactive, relevant customer communication and surveys that build loyalty and drive revenue
Built on RightNow CX Cloud Platform, infusing knowledge across the CX solution and providing integration and extensibility

Deliver Great Customer Experiences Across Channels, While Reducing Costs

The phone remains the primary customer interaction channel, averaging 65% of all interactions. When you think about it, your contact center is the gateway to your organization. The contact center experience sets a lasting impression on how your customers and prospective customers feel about your company and your brand. RightNow contact center software ensures every customer interaction over the phone, whether automated or involving an agent, is personalized, relevant, and consistent across other channels.

Deliver superior customer experiences over the phone
Empower customers to use the channel of their choice
Provide consistent experiences across channels
Extend interaction best practices throughout the contact center
Boost agent productivity
Ramp up new agents more quickly and reduce training time
Engage customers proactively
Help agents drive revenue

Video: Contact Center Experience Overview
Maximize agent productivity, lower costs, and drive revenue while providing your customers with the information they need, when they need it, through the most convenient channels.
Product Demo: Contact Center Demo
View this Contact Center Demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
Article: Contact Center Technology
Learn how hosted contact center technology delivers smart functionality and can positively impact both your customers and your bottom line.
Article: Contact Center Solutions
Learn how to make agents more productive, more flexible, and more effective.
White Paper: Contact Center Best Practices
Want to increase efficiency without sacrificing service quality? Learn the five steps to creating a lean contact center that exceeds customer expectations.