RightNow to Launch Three New Voice-Driven Solutions

By Leo Blanco

TMCnet Contributing Editor

 

RightNow Technologies announced recently they will market three new voice-driven solutions to augment customer experience and minimize operating costs.

 

Web Click-To-Call Back, Voice Caller Information Delivery and Voice Outbound Survey are part of RightNow’s software-as-a-service (SaaS (News - Alert)) delivery model, allowing companies quick set up without hefty investments in telephony infrastructure.

 

RightNow’s new solutions answer the mounting concerns of different businesses to provide easy, fast, and convenient customer interaction.

 

"To meet consumer's high expectations, companies need to engage with their customers when and where the customers want. The telephone is a critical channel that helps companies connect with customers. By delivering voice applications that enhance the total customer experience -- and that fit seamlessly into the enterprise CRM environment -- RightNow is setting a new standard for the voice market," commented RightNow CEO Greg Gianforte in a statement.

 

The Web Click-To-Call Back solution is a voice-driven solution that enables customers visiting a company’s website to request a return call from a representative regarding their questions, problems, and other concerns.  The solution automatically forwards customer requests to concerned contact center agents for proper handling. The endpoint of this solution is a more personalized service, a rare occurrence in the web market.

 

The Voice Caller Information Delivery solution removes customer’s frustration of repeating information over again. In most customer service processes, customers who use voice-automated self-service initially, but want to speak with a contact center agent later on, end up having to repeat the same information for verification.

 

With this new voice solution, contact center agents are automatically provided with all customer information previously shared using the voice-automated self-service. The key benefit is better customer experience and immediate assistance on pressing problems.

 

The Voice Outbound Survey solution is designed to improve customer response, minimize dissatisfaction, and optimize selling opportunities. Voice Outbound Survey allows companies to customize questionnaires instantly and call customers automatically for feedback, support, or service visits. Callback option is also included for customers who need assistance.