RightNow Helps Contact Center Agents Deliver Great Customer Experiences

BOZEMAN, Mont., -- RightNow August '09 helps contact center agents deliver great customer experiences; features include new graphical desktop workflow capabilities and new analytics for Cloud Monitor. The new graphical desktop workflow capability within the dynamic agent desktop steps an agent through a business process and automates tasks behind the scenes; this new capability extends the dramatic increases in agent productivity, and decreased agent training costs associated with high agent turnover our customers are currently achieving with the Dynamic Agent Desktop.

The RightNow dynamic agent desktop includes:

-- Desktop workflow, new with RightNow August '09, a graphical, easy-to-use business process designer that guides agents across multiple workspaces and processes throughout a sinle customer interaction. -- Drag and drop design functionality allows managers to quickly create new business process flows.-- Linking multiple scripts and workflows together guides agents through complex customer interactions.-- Automated tasks in the background, such as updating contacts and incidents, helps keep interactions efficient. To see a demo of the new RightNow desktop workflow capabilities, click here.-- Desktop add-in framework improves agent efficiency and effectiveness by integrating outside systems and processes directly into the RightNow agent desktop.-- Agent scripting walks agents through a call script to ensure consistent handling of customer interactions.-- Guided assistance shortens resolution times and improves first contact resolution rates by guiding the agent to the right answer--the first time.-- Contextual workspaces give agents the right tools at the right time in the context of the customer interaction.

Comments on RightNow's Dynamic Agent Desktop

"With RightNow, our agents are able to get the right information at the right time during the support process. The RightNow agent desktop, along with guided assistance, helps to reduce call times and improves customer satisfaction."

Claudia Lowman, general manager of customer support, Real Networks"

Great companies can't leave agent-assisted customer experiences to chance. RightNow's dynamic agent desktop empowers frontline employees to work smarter and engage with customers proactively, with timely, relevant and personalized information that drives better customer >interactions."

David Vap, vice president, products, RightNow

RightNow Cloud Monitor Analyzes Trends, Emotions and Click-Throughs

Released in May, the RightNow Cloud Monitor tracks external conversations about products, services and brands, as they occur on thesocial Web. Now, with RightNow August '09, companies can add the following to their social media monitoring processes.

For information contact:RightNow Technologies
Sara Crow, 406-548-3266
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Horn Group for RightNow Technologies
William Stickney, 415-905-4045
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Nathaniel Palmer

Rated as the #1 Most Influential Thought Leader in Business Process Management (BPM) by independent research, Nathaniel Palmer is recognized as one of the early originators of BPM, and has led the design for some of the industry’s largest-scale and most complex projects involving investments of $200 Million or more. Today he is the Editor-in-Chief of BPM.com, as well as the Executive Director of the Workflow Management Coalition, as well as VP and CTO of BPM, Inc. Previously he had been the BPM Practice Director of SRA International, and prior to that Director, Business Consulting for Perot Systems Corp, as well as spent over a decade with Delphi Group serving as VP and CTO. He frequently tops the lists of the most recognized names in his field, and was the first individual named as Laureate in Workflow. Nathaniel has authored or co-authored a dozen books on process innovation and business transformation, including “Intelligent BPM” (2013), “How Knowledge Workers Get Things Done” (2012), “Social BPM” (2011), “Mastering the Unpredictable” (2008) which reached #2 on the Amazon.com Best Seller’s List, “Excellence in Practice” (2007), “Encyclopedia of Database Systems” (2007) and “The X-Economy” (2001). He has been featured in numerous media ranging from Fortune to The New York Times to National Public Radio. Nathaniel holds a DISCO Secret Clearance as well as a Position of Trust with in the U.S. federal government.