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CRM from RightNow Picked for Oz's Virgin Mobile

August 19, 2008

Australia's Virgin Mobile network provider will go live next month with RightNow Technologies' on-demand CRM product to provide customer service.

 
Virgin Mobile officials say they will use RightNow on all contact center agent desktops to track and manage all incoming calls and e-mails. The product will also provide agents with a single system of record where they can find a history of all previous customer interactions which can then be used to enhance all communications with customers, customer officials said.
 
Virgin Mobile receives more than two million inbound calls each year. The company's marketing and sales operations can cross and up sell to existing customers, and with the new system the company can better track, analyze and act upon customer feedback.
 
"The RightNow product presents a complete feature set that matches our requirements to resolve all customer issues in one contact," said Robert Tihanyi, Director, Customer Care, Virgin Mobile, adding that the multi-channel capabilities that RightNow offers are "especially important to Virgin Mobile as we gear up support to offer the iPhone."
 
Virgin Mobile Australia launched in 2000 and employs over 600 people across Australia and has over 600,000 customers using either Virgin Mobile or Virgin Broadband.
 
Last month RightNow Technologies announced that Allen E. Snyder joined its board of directors this week. Snyder was appointed to fill a Class II vacancy on the Board of Directors, to serve until RightNow's 2011 annual meeting of stockholders.
 
He also has been appointed to serve on the compensation committee of RightNow's board of directors. Snyder is currently the CEO of Aepona, a leading supplier of telecom service layer products and products to telcos globally.
 
Prior to joining Aepona, Snyder served as CEO of Carrier Access and COO of Openwave Systems. He also held senior executive positions at Oracle Corporation and Digital Equipment Corporation, with responsibilities for product development, sales, customer service, software support, and professional services.
 
Earlier in July SmartSpeak Solutions, a vendor of interactive speech managed services, which operates the Network Speech Operation Center hosting speech applications for Australia, New Zealand and Singapore organizations, selected CRM products from RightNow Technologies, citing "pressure from SmartSpeak's customer base" on the help desk.
 
SmartSpeak General Manager Michael Bishop said the firm resisted the move, but "we were getting calls from customers and weren't able to follow the incidents from open to closed. We needed a CRM system that would allow us to track support requests and enquiries through to conclusion."
 
RightNow's rules based management routes the call to an available agent operating in the appropriate time zone. Customer data and detailed contact history remain accessible to the agent no matter where they are located.
 

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David Sims is a contributing editor for ContactCenterSolutions. To read more of David�s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.

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