RightNow’s Next Generation Voice Experience Management Solution Empowers Organisations to Engage in Meaningful Customer Conversations
Announcement posted by RightNow Technologies 18 Nov 2010
RightNow’s New Voice Experience Manager and Communications Enabled Desktop for Cisco and Avaya Deliver Highly Personalised, Branded Phone Interactions
Sydney, November 18, 2010 – RightNow <http://www.rightnow.com/> (NASDAQ: RNOW) has announced its next generation Voice Experience Management <http://www.rightnow.com/cx-suite-voice-automation.php> solution, part of RightNow CX November 2010. The new Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php> enables organisations to identify a caller, determine why they are calling, and make an efficient, intelligent decision on which resource to route the call to, all in a highly branded and personalised way. RightNow Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php> helps organisations engage in meaningful customer conversations to deliver superior customer experiences over the phone.
More than 80 percent of customer interactions occur over the phone*, making the voice channel a critical customer experience touch-point. Unfortunately, organisations frequently use Interactive Voice Response (IVR) systems as a call automation or call deflection tool, rather than as an opportunity to better engage with customers.
“IVR systems are often misused, and can erode customer trust with lengthy and confusing automation menus designed to keep customers away from live agents. With RightNow’s Voice Experience Manager, organisations can cost effectively deliver the very best customer experience possible over the phone. By identifying who is calling, understanding their needs, and getting customers to the best available resource quickly, our voice solution empowers customers and provides agents with relevant, contextual information to resolve callers’ needs. It’s about delivering a great customer experience, not just automation,” said Ted Bray, Vice President, Contact Centre Solutions, RightNow.
RightNow Introduces Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php>
RightNow Voice Experience Manager enhances existing telephony environments with a customer experience layer, enabling organisations to get callers to the best available resource as quickly as possible. Whether it’s matching callers to the most knowledgeable, available agents or empowering callers with self help via voice response, Voice Experience Manager delivers a highly personalised, branded customer experience. Key capabilities of RightNow Voice Experience Manager include:
RightNow Voice Library - More than 6,000 pre-built voice application modules that encapsulate best practices in common business processes, voice user interface design, and tight integration to RightNow CX. These modules enable rapid deployment of voice solutions, while offering rich personalisation and improved management for voice-enabled applications; this significantly reduces development time and cost.
Personalisation Engine - Enabled by the RightNow knowledge foundation and CX platform, the Personalisation Engine allows a single voice application to deliver dynamically generated information, customised for each caller, based on their inputs, preferences, interaction history, and context.
An open standards-based Eclipse application development environment that supports a growing ecosystem of voice application developers, driving innovation in voice application design, and cost savings in voice application maintenance and support.
RightNow Adds New Integrations to Its Communications Enabled Desktop
Many times, phone interactions still require a live agent for resolution, and transitions from self-service to assisted service must be seamless. With November 2010, RightNow extends the value of existing call centre infrastructure investments with integration to the industry’s most efficient and flexible RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> .
In this release, RightNow adds Cisco and Avaya to its expanding list of call centre environments that integrate to the RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> .
One RightNow partner SimpliCTI Inc. integrates the Cisco UCCE and Avaya Elite call centre solutions to the RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> through its new media bar to provide embedded soft phone call control, customisable agent status, and screen pop within the RightNow desktop for telephone and email media to:
Improve customer experience by matching relevant support data to the customer interaction
Increase agent productivity and reduce handle times by putting all relevant information together on one screen at the right time
Increase value to existing premise-based telephony systems by leveraging existing routing and queuing
RightNow media bar implementations can significantly reduce agent handle time, while improving the customer experience by minimising the need for the caller to repeat information.
"When it comes to voice-based interactions, many enterprises continue to use archaic IVR systems as a siloed support channel primarily to deflect calls rather than offer support. It's no surprise when this philosophy results in low customer satisfaction, low usage, and poor business results. RightNow is attempting to move enterprises away from customer avoidance via automation and toward technologies that enable customer identification, segmentation, and intelligent routing that matches callers with the most helpful resources. These are key differentiators for organisations that focus customer support around the contact centre,” says Ryan Joe, Associate Analyst, Ovum Research.
*Contact Babel highlighted in the 2009-2010US Contact Center Decision-Maker’s Guide
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
More than 80 percent of customer interactions occur over the phone*, making the voice channel a critical customer experience touch-point. Unfortunately, organisations frequently use Interactive Voice Response (IVR) systems as a call automation or call deflection tool, rather than as an opportunity to better engage with customers.
“IVR systems are often misused, and can erode customer trust with lengthy and confusing automation menus designed to keep customers away from live agents. With RightNow’s Voice Experience Manager, organisations can cost effectively deliver the very best customer experience possible over the phone. By identifying who is calling, understanding their needs, and getting customers to the best available resource quickly, our voice solution empowers customers and provides agents with relevant, contextual information to resolve callers’ needs. It’s about delivering a great customer experience, not just automation,” said Ted Bray, Vice President, Contact Centre Solutions, RightNow.
RightNow Introduces Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php>
RightNow Voice Experience Manager enhances existing telephony environments with a customer experience layer, enabling organisations to get callers to the best available resource as quickly as possible. Whether it’s matching callers to the most knowledgeable, available agents or empowering callers with self help via voice response, Voice Experience Manager delivers a highly personalised, branded customer experience. Key capabilities of RightNow Voice Experience Manager include:
RightNow Voice Library - More than 6,000 pre-built voice application modules that encapsulate best practices in common business processes, voice user interface design, and tight integration to RightNow CX. These modules enable rapid deployment of voice solutions, while offering rich personalisation and improved management for voice-enabled applications; this significantly reduces development time and cost.
Personalisation Engine - Enabled by the RightNow knowledge foundation and CX platform, the Personalisation Engine allows a single voice application to deliver dynamically generated information, customised for each caller, based on their inputs, preferences, interaction history, and context.
An open standards-based Eclipse application development environment that supports a growing ecosystem of voice application developers, driving innovation in voice application design, and cost savings in voice application maintenance and support.
RightNow Adds New Integrations to Its Communications Enabled Desktop
Many times, phone interactions still require a live agent for resolution, and transitions from self-service to assisted service must be seamless. With November 2010, RightNow extends the value of existing call centre infrastructure investments with integration to the industry’s most efficient and flexible RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> .
In this release, RightNow adds Cisco and Avaya to its expanding list of call centre environments that integrate to the RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> .
One RightNow partner SimpliCTI Inc. integrates the Cisco UCCE and Avaya Elite call centre solutions to the RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> through its new media bar to provide embedded soft phone call control, customisable agent status, and screen pop within the RightNow desktop for telephone and email media to:
Improve customer experience by matching relevant support data to the customer interaction
Increase agent productivity and reduce handle times by putting all relevant information together on one screen at the right time
Increase value to existing premise-based telephony systems by leveraging existing routing and queuing
RightNow media bar implementations can significantly reduce agent handle time, while improving the customer experience by minimising the need for the caller to repeat information.
"When it comes to voice-based interactions, many enterprises continue to use archaic IVR systems as a siloed support channel primarily to deflect calls rather than offer support. It's no surprise when this philosophy results in low customer satisfaction, low usage, and poor business results. RightNow is attempting to move enterprises away from customer avoidance via automation and toward technologies that enable customer identification, segmentation, and intelligent routing that matches callers with the most helpful resources. These are key differentiators for organisations that focus customer support around the contact centre,” says Ryan Joe, Associate Analyst, Ovum Research.
*Contact Babel highlighted in the 2009-2010US Contact Center Decision-Maker’s Guide
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.