Service agents can now follow customers directly from within the RightNow Dynamic Agent Desktop, says the company
RightNow has released the customer experience suite RightNow CX, which features Agent Desktop Twitter Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.
The company said RightNow CX includes new knowledge management and social functionality that makes the new platform a powerful offering for delivering premium customer experiences.
The Twitter feature in the new offering allows service agents to follow customers directly from within the RightNow Dynamic Agent Desktop, without the launch of a separate browser and log onto Twitter.
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.
Cloud Monitor enables organisations to automatically capture posts related to their brand and determine next steps to address consumers’ needs by a RightNow powered Community or RSS feed from the blogosphere on Twitter, YouTube, or Facebook.
RightNow Intent Guide identifies the intent behind a query to eliminate irrelevant search results and get to the answers that customers are seeking, as well as delivers contextual offers with the answers to help customers get more out of each interaction.
Other features of RightNow CX include SimpliCTI Media Bar for Cisco UCCE integration that provides real-time, bi-directional integration between RightNow CX and the Cisco Unified Contact Centre Enterprise (UCCE) environment; and enhanced mailbox branding.