RightNow's latest release of RightNow CX, the customer experience suite, is now generally available. RightNow CX boasts new features, including Agent Desktop Twitter Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.
Included with RightNow CX is Agent Desktop Twitter Following. This feature allows service agents to follow customers directly from within the RightNow Dynamic Agent Desktop, making it unnecessary to launch a separate browser and log onto Twitter. By following a customer, agents can transition discussions to direct or private messaging for more insightful interactions.
Agent Desktop Twitter Following complements RightNow Cloud Monitor, a social media monitoring tool that allows companies to listen to and join conversations consumers are having on the social Web. Whether on Twitter, YouTube, Facebook, within a RightNow-powered Community or RSS feed from the blogosphere, Cloud Monitor makes it possible for organizations to automatically capture posts related to their brands and determine next steps to address consumer needs.
Intent Guide identifies the intent behind a query to eliminate irrelevant search results and get to the answers that customers are seeking. Intent Guide can also deliver contextual offers with the answers to help customers get more out of each interaction.
Intent Guide was added to RightNow CX with the acquisition of Q-go. Now, in the latest release, Intent Guide has been tightly integrated with RightNow CX making it possible for organizations to leverage the best of RightNow's knowledge management capabilities with Intent Guide&'s ability to capture queries, understand intent, and match it to high value content.
RightNow CX has additional new features, including:
- SimpliCTI Media Bar for Cisco UCCE Integration — Provides real-time, bi-directional integration between RightNow CX and the Cisco Unified Contact Center Enterprise (UCCE) environment, enabling common universal queuing and routing and customer data sharing.
- Enhanced Mailbox Branding — Enables increased personalization of service and marketing emails.
"RightNow continues to innovate and build new capabilities that help power great experiences for the world's leading consumer organizations. The enhancements to RightNow CX include new knowledge management and social functionality, making RightNow CX a powerful solution for delivering premium customer experiences," said David Vap, chief solutions officer at RightNow.