RightNow Delivers New Voice Solutions

Customer relationship management (CRM) solutions provider RightNow Technologies today added three new voice solutions: Web Click-To-Call Back, Voice Caller Information Delivery and Voice Outbound Survey, to its CRM service offerings.

With Web Click-To-Call Back, customers visiting a company's Web site can request that a representative contact them by phone, request specific times for calls, submit questions, and describe problems. The automated solution gathers as much customer information as it can, and reaches back into an enterprise's contact management system for additional information—such as prior call history and issues, and passes it onto the appropriate contact center agent via a CTI screen pop.

With Voice Caller Information Delivery solution, customers using voice-automated self-service can opt to speak with a contact center agent.

Voice Outbound Survey enables companies to create questionnaires and automatically call customers to solicit feedback about recent interactions, such as service visits or support calls. The solution can be customized to support any type of survey. It can also trigger actions, such as a callback if a customer wants to make a purchase or needs help resolving a problem.

These voice-driven applications, which run on Nuance Communications' speech recognition and text-to-speech engines and additional technology from VoiceGenie and its own Convergent Voice line, "help empower call center agents to provide a better customer experience and service," says Tim Johnson, the RightNow's product line manager for voice and CTI. They are available under RightNow's software-as-a-service (SaaS) delivery model. They are on-demand, hosted solutions that can stand alone or be interconnected with other CRM applications.

"It's a natural evolution for us, from when we started our voice program in June 2005," Johnson explains. We focused on inbound uses, and always wanted to be more proactive on the outbound side.

"Each solution addresses a different need, but they show that companies shouldn't look at voice as a separate thing. It should be part of an overall total customer services strategy," he concludes.

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