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3rd Party Remote Call Monitoring Feature

September 06, 2011

RightNow Expands Customer Experience Suite with New Twitter Capabilities

By Rajani Baburajan, TMCnet Contributor

RightNow, a provider of customer experience management solutions, has announced the availability of the latest release of RightNow CX, the customer experience suite with added social media capabilities.

RightNow CX is enhanced with Agent Desktop Twitter (News - Alert) Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.

"RightNow continues to innovate and build new capabilities that help power great experiences for the world's leading consumer organizations,” said David Vap, chief solutions officer, RightNow, in a statement. “The enhancements to RightNow CX include new knowledge management and social functionality, making RightNow CX a powerful solution for delivering premium customer experiences."

The Agent Desktop Twitter Following feature allows service agents to “Follow” customers directly from within the RightNow Dynamic Agent Desktop, so they can log onto Twitter without launching a separate browser. Agent Desktop Twitter Following complements RightNow Cloud Monitor, a social media monitoring tool, which allows companies to listen to and join conversations consumers are having on the social Web.

Another new feature, RightNow Intent Guide, is the most effective way to engage with online consumers looking for information, service or support. This feature, which was added with the acquisition of Q-go, identifies the intent behind a query to eliminate irrelevant search results. It also delivers contextual offers along with answers to help customers get more out of each interaction.

RightNow Intent Guide combines the best of RightNow's knowledge management capabilities with Intent Guide's ability to capture queries, understand intent and match it to high value content, according to company officials.

Additional features included in RightNow include SimpliCTI Media Bar for Cisco (News - Alert) UCCE Integration and Enhanced Mailbox Branding.

SimpliCTI Media Bar provides real-time, bi-directional integration between RightNow CX and the Cisco Unified Contact Center Enterprise (UCCE) environment, enabling common universal queuing and routing and seamless customer data sharing. Enhanced Mailbox Branding enables increased personalization of service and marketing e-mails.

Recently, RightNow announced that VoltDelta (News - Alert) OnDemand Solutions’ Delta On-Call virtual contact center is now available with RightNow CX. The solution enables call center personnel to be located virtually anywhere with remote supervisory control.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by John Lahtinen
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