RightNow Voice Experience Manager enhances existing telephony environments with a customer experience layer, enabling organisations to get callers to the best available resource as quickly as possible. Whether it’s matching callers to the most knowledgeable, available agents or empowering callers with self help via voice response, Voice Experience Manager delivers a highly personalised, branded customer experience. Key capabilities of RightNow Voice Experience Manager include:
RightNow Voice Library - More than 6,000 pre-built voice application modules that encapsulate best practices in common business processes, voice user interface design, and tight integration to RightNow CX. These modules enable rapid deployment of voice solutions, while offering rich personalisation and improved management for voice-enabled applications; this significantly reduces development time and cost.
Personalization Engine - Enabled by the RightNow knowledge foundation and CX platform, the Personalisation Engine allows a single voice application to deliver dynamically generated information, customised for each caller, based on their inputs, preferences, interaction history, and context.
An open standards - based Eclipse application development environment that supports a growing ecosystem of voice application developers, driving innovation in voice application design, and cost savings in voice application maintenance and support.
In a press release, Ted Bray, vice president of Contact Center Solutions for RightNow, said, “IVR systems are often misused, and can erode customer trust with lengthy and confusing automation menus designed to keep customers away from live agents. With RightNow’s Voice Experience Manager, organisations can cost effectively deliver the very best customer experience possible over the phone. By identifying who is calling, understanding their needs, and getting customers to the best available resource quickly, our voice solution empowers customers and provides agents with relevant, contextual information to resolve callers’ needs. It’s about delivering a great customer experience, not just automation.”
In addition, RightNow extended the value of existing call centre infrastructure investments with integration to the industry’s most efficient and flexible RightNow Dynamic Agent Desktop. The company adds Cisco and Avaya to its expanding list of call center environments that integrate to the RightNow Dynamic Agent Desktop. RightNow partner SimpliCTI Inc., integrates the Cisco UCCE and Avaya Elite call center solutions to the RightNow Dynamic Agent Desktop through its new media bar to provide embedded soft phone call control, customisable agent status, and screen pop.
In a statement, Chuck Van Meter, CEO of Interactive Northwest (INI), said, “RightNow Voice Experience Manager is designed from the ground up to enable a strong ecosystem. This will help INI build more innovative voice applications that are cost effective, both in their creation and maintenance. As a RightNow partner with 20 years of experience designing and implementing thousands of voice applications, we’re excited about Voice Experience Manager and the direction RightNow is taking with their voice program.”
Recently, RightNow introduced its next-generation Voice Experience Management solution to its current RightNow CX platform to provide superior customer experiences to businesses during those very important conversations over the phone.
Sujata Garud is a ContactCenterSolutions freelancer with three years of writing/editing experience and two years of market research experience. As an editor she has covered the IT, electronics, banking, pharma, construction, mining and healthcare industries. To see more of her articles, please visit her columnist page.
Edited by Jaclyn Allard