RightNow has released a new, cutting-edge cloud application it calls RightNow CX. A customer experience suite, RightNowCX is intended to provide better consumer experience to build loyalty and drive revenue and profits. The company has virtually constructed the solution from scratch with the needs of the customer at the core.

 

RightNow CX focuses on three main customer engagement points: the Web experience, the social experience and the Contact Center experience. It is designed provide a smooth experience at all three levels, no matter the extent or frequency of customer of interactions.

 

While CRM systems are more for internal reporting purposes, CX solutions are strategically focused on the end user. This has resulted in many innovations in knowledge management, community, customer speak, mobile and web experiences that do not have a presence in conventional CRM. CX has sparked a trend of externally focused solutions to provide enhanced customer experience to boost revenue.

 

RightNow CX signifies a new-age to providing enhanced customer experiences. The solution includes the RightNow Web Experience that smoothly combines with current Internet framework to provide a fully branded online customer experience. This helps customers locate what they want quickly and employ self service using online agents, mobile devices and telephone assistance. A customer portal with integrated features like chat, co-browse, e-mail management and web experience designer is also part of the solution.

 

The RightNow Social Experience platform uses social media for online marketing, growing community, resolving queries and boosting revenue. Enterprise involvement is minimized though they are required to proactively track discussions on various web forums and promote interactions in sponsored communities.

 

The latest solution helps organizations with this task. The company recently bought HiveLive, an enterprise grade social platform provider. This capability is now preloaded in RightNow solutions and now part of the overall RightNow Social experience. This includes cloud monitor, support community, innovation community and social experience designer.

 

By delivering improved multi-channel customer experiences, RightNow CX provides better contact center experience. The features included are a robust agent desktop solution, smart speech driven menus for IVRs, multi channel interaction management, case management, voice automation and contact center experience designer software.

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