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RightNow CX CRM Solutions

RightNow CX
Product
Customer Segment Sales Distribution Product
Comments
RightNow Web Experience Midmarket to Enterprise Largely
Direct
Customer Portal with suite of online tools such as chat, co-browse and guided assistance.
RightNow Social Experience Midmarket to Enterprise Largely
Direct
Consists of RightNow Communities and Social Experience—a social listening and engagement tool.
Contact Center Experience Midmarket to Enterprise Largely
Direct
Multi-channel customer service and customer experience management (CEM) solution.
RightNow
Engage
Midmarket to Enterprise Largely
Direct
Integrates internal service, sales, marketing, and feedback functions, with external customer channels.


RightNow Customer Relationship Management Software Application Suite

RightNow CX is a customer experience solution for nearly 2,000 global organizations and serves more than eight billion consumers. CX is not a new name for CRM (Customer Relationship Management). Instead it is a purpose built customer centric business application designed to facilitate consistently successful customer experiences.

RightNow CX is broken down into RightNow Web Experience, RightNow Social Experience, RightNow Contact Center Experience, and RightNow Engage.

  • RightNow's Web Experience solution is delivered through the Customer Portal and is extensible through the deployment of Intent Guide, Chat, Co-Browse, Guided Assistance, and Email Management applications. Accessibility is delivered via Intent Guide, Web Self-Service, Mobile, Chat, Co-Browse, Guided Assistance, Email Management and the Web Experience Designer.

  • RightNow Social Experience is a dual product suite which includes the RightNow Cloud Monitor to source and engage in social conversations on social networks and social media destinations, and RightNow Communities which provide forums for social support and customer dialogue.

  • RightNow Contact Center Experience solutions include applications that identify, segment, and route callers and provide agents with the contextually relevant information to aid customers. Specific tools in the customer service suite include RightNow Voice (routes callers to resources or agents), Dynamic Agent Desktop (agent tools and knowledge-base), Contact Experience Designer (business process designer) and RightNow Engage.

  • RightNow Engage helps integrate service, sales, marketing, and feedback functions, with external customer channels and delivers analytical tools which help identify and communicate the right message, to the right person, at the right time across web, social, and contact center experiences.

  • The RightNow CX Cloud Platform is a purpose-built customer experience application environment based on the three components of "RightNow App Builder", "RightNow Knowledge Foundation," and "RightNow Mission Critical Operations."

RightNow pricing is largely based on a per user per month subscription pricing model. RightNow bundles various software applications into suites according to a number of parameters that proximate company size and application software utilization. RightNow product suites include:

  • Chat Suite—which includes customer/agent online chat, chat case management, up-sell/cross-sell, chat surveys, knowledge management and chat related reports.

  • Standard Suite—includes multi-channel case and service contract management, email response management, lead and opportunity management, agent knowledge-base, business process configuration, connect integration framework and reporting.

  • Enterprise Suite—includes everything in Standard Suite and social monitoring, agent guided assistance, email marketing, customer segmentation, multi-stage marketing campaigns, a desktop add-in framework, broadcast feedback surveys and analytics.

  • Enterprise Contact Center Suite—includes everything in Enterprise Suite and Chat Suite, product registration, script designer, desktop workflow designer, increased integration tools, additional security tools and a test site.

 

RightNow Technologies

 

RightNow Technologies
Address 136 Enterprise Boulevard
Bozeman, MT 59718
Contact +1.866.630.7669
Email info@rightnow.com
Website www.rightnow.com
Blog rightnow.com/blog/
Twitter @RightNowNews
Facebook facebook.com/rightnowtechnologies
LinkedIn CRM Group linkedin.com/company/rightnow
YouTube youtube.com/user/RightNowTechnologies
RSS RightNow Investor RSS Feeds

 

 

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