Latest Version of Leading Customer Service Solution Brings
Cross-Channel Customer History, SLA Alerting, and Performance
Reporting to Live Chat
BOZEMAN, MT (December 16, 2002) - RightNow Technologies Inc.,
a leading global provider of eService solutions expertise,
has significantly enhanced the online chat capabilities of
its flagship RightNow eService Center platform - empowering
customer service organizations to make more effective use of
live chat as part of their overall strategy for dramatically
improving service levels and cutting operational costs.
The new capabilities added to the RightNow Live module,
available immediately, include:
* Threaded customer history across all channels: This feature
allows all chat interactions to automatically be incorporated
in a 360-degree view of the customer.
* "Call center" chat management and reporting: This addition
gives customer service administrators the same type of
control over chat sessions as they have with incoming phone
calls and emails.
* SLA alerting: This feature provides color-coded alerts to
ensure that customer service teams respond to customer chat
requests within pre-set timeframes.
"Chat offers a great way to answer customers` questions while
they`re on a Web site. But to really be useful in a
business context, it has to be fully integrated into the
overall customer communications environment. The newest
version of RightNow Live delivers the management, monitoring
and channel integration our clients need," Lowell Knighton,
Director of IT at Convergys said. "This greatly enhances our
ability to aid them in making chat a viable alternative
channel for delivering fast, effective customer service."
The enhancements specifically respond to the needs and desires
of RightNow customers, who are seeking to leverage online chat
in order to deliver more prompt and effective service while
they reduce the cost of their service-and-support operations.
"RightNow is rare within the current CRM applications sales
environment. Its continued positive growth is due to its
customer-centric philosophy and its response to its customers`
needs," Mary Wardley, IDC`s VP of CRM applications research
said. "RightNow`s current enhancements to the RightNow Live
module again underscore this commitment and bring customers
additional functionality."
In addition to enhancing RightNow Live, the latest release of
RightNow eService Center offers several other market-driven
improvements. These include expanded XML "hooks" for
integrating RightNow with other CRM applications, improved
workflow rule management, and a streamlined customer service
agent interface.
"To deliver great service and keep their costs down, customer
service organizations need to integrate many different sources
of information and several different communications channels,"
Sean Forbes, vice president of marketing and business
development at RightNow said. "RightNow eService Center
uniquely enables this two-fold integration - allowing customer
service teams to quickly obtain accurate answers to their
customers via the most appropriate channel with the least
possible effort."
RightNow eService Center is the world`s most complete and
easy-to-deploy solution for improving the quality of customer
service while reducing operational costs. It enables
customer service organizations to answer customers` questions
quickly and efficiently by phone, email, Web or chat.
RightNow eService Center also provides the workflow
management and reporting functions necessary to maximize
agent productivity and pinpoint process bottlenecks.
About RightNow Technologies
RightNow Technologies, a recipient of UPSIDE Magazine`s 2002
Hot 100 Private Companies award, is the leading eService
solutions expert, engineering business solutions that deliver
rapid time-to-benefit and quick return on investment. RightNow
delivers these benefits to more than 1,000 customers such as:
Air New Zealand, Ben & Jerry`s, British Airways, Cisco,
Fujitsu, Maxtor, Orbitz, Remington, Sanyo, and more than 100
public sector clients including the Social Security
Administration and the State of Florida.
RightNow`s multi-channel eService suite, which is Section
508 certified, supports Web-based self-service, case
management, email response management, live chat and
collaboration, and reporting and service metrics. RightNow
Locator, which directly links a company`s Web presence with
its real-world locations, provides customers the information
they need to purchase products or obtain services locally.
Founded in 1997, RightNow has offices in Bozeman, Dallas,
London, and Sydney, with an associated office in Tokyo.
RightNow`s products are available in 14 languages worldwide.
For further information visit http://www.rightnow.com/.
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