[February 19, 2004] RightNow Inks CRM Deal With Convergys RightNow(R) Technologies, the leading on-demand CRM company focused on customer service, today announced a landmark CRM agreement by licensing its agent knowledge base, email management and live chat solutions to Convergys, the global leader in integrated billing, employee care and customer care services. Additionally, Convergys will offer RightNow's web self-service solution to its clients to further extend service quality. There are more than 2,000 Convergys agents currently using RightNow. Under the brand name "Convergys Answer Station," the RightNow solutions help Convergys agents to provide accurate and timely information to customers on behalf of Convergys clients, automate a natural email inquiry escalation path and extend web-based customer support functionalities through live chat. Convergys' clients have seen the benefits of the RightNow deployment through reduced call handle time, improved agent productivity and increased customer satisfaction. Additionally, by deploying the web self-service solution on their corporate web sites, Convergys' clients can further reduce their inquiry volume by providing customers with the ability to find answers on their own. "Our hands-on experience with RightNow's customer service applications has clearly proven the extraordinary value they can provide Convergys clients as part of a comprehensive, customized outsourced solution," Ron Schultz, senior vice president of Business Development at Convergys, said. "In our three years of working with the RightNow product suite, we have seen measurable and impressive improvements in the quality of customer interactions of agents using Convergys Answer Station. The agents are more knowledgeable and confident, and agent satisfaction is higher. All this has contributed to improved customer satisfaction." "Convergys Answer Station enables companies to lower their customer care costs by decreasing average call handle time and reducing the number of calls that require live agent support or escalation to Tier II and Tier III personnel," Greg Gianforte, CEO and founder of RightNow, said. "Expensive and time-sensitive training also can be minimized because the solution equips agents with the real-time information needed to resolve customer concerns, in most cases, on first contact." [ Back To TMCnet.com's Homepage ]