NEW YORK (CRM Evolution 2011) -- VoltDelta OnDemand Solutions, a provider of virtual contact center and voice self-service solutions with international reach, announced today the availability of its Delta On-Call virtual contact center with RightNow CX, the customer experience suite.
Delta On-Call with RightNow CX empowers customer care organizations by enabling call center personnel to be located virtually anywhere with remote supervisory control and agent flexibility to improve customer care across telephony, web, email and social media channels.
Delta On-Call now provides intelligent call routing, queue management, and a wide range of agent resources integrated with RightNow CX agent desktop screens. Caller information delivered by VoltDelta's virtual contact infrastructure immediately populates configurable RightNow CX fields to help reduce questions and minimize call handle time through intelligence. Graphical tools visible as a media ribbon to agents make it easy to conference in a supervisor, request assistance from another agent, transfer the call to a more appropriate department, and other agent directed functions contributing toward a superior contact center experience.
"RightNow CX with VoltDelta OnDemand is a powerful, multichannel solution for delivering exceptional customer experiences via distributed contact centers and home agents," said Dean Brown, vice president of global channel sales at RightNow. "VoltDelta's billion call reliability and international hosting center presence for virtual contact center and voice self-service gives RightNow CX clients a powerful new option to extend their Contact Center capabilities."
VoltDelta's virtual contact center solution with RightNow CX are implemented as a Web service to reduce deployment effort, training requirements, and costs for distributed agents. As a result, only three Microsoft Windows-based software components are required; RightNow’s CX software, VoltDelta's plug-in (Delta On-Call), and SIP softphone software.
"So many customer care organizations today are saddled with the competitive disadvantage of legacy agent infrastructures and expensive CRM systems," said Terry Saeger, senior vice president and general manager of VoltDelta OnDemand Solutions. "VoltDelta's virtual contact center with RightNow CX makes it easy to step up more flexible and intelligent multichannel customer care that will improve satisfaction and reduce costs without capital investment."