RightNow Technologies and UCN Team to Increase Contact Center Productivity and Customer Satisfaction Regardless of Agent Location

Published on June 25, 2008 in Computer Software, Technology


UCN inContact and RightNow On Demand CRM Provide Agents with Customer Screen Pops Through CTI and CRM Integration

Las Vegas, NV (June 25, 2008) – Today at the 9th Annual Call Center Week in Las Vegas, SaaS providers RightNow┬« Technologies (NASDAQ: RNOW) and UCN’ (NASDAQ: UCNN), announced their integration between UCN inContact┬« and RightNow CRM to help companies deliver seamless customer experiences through their contact centers.

* RightNow’s enterprise-class, on-demand CRM solutions give contact center agents the information and customer interaction history needed to intelligently serve consumers over the phone or via email.
* UCN’s on demand, carrier-grade ACD with intelligent skills-based routing of phone calls and email, ensures the most appropriate agent handles each customer interaction.

Through this integration contact centers can now operate at maximum efficiency while excelling at customer care.

* As consumers communicate with companies in a variety of ways, UCN can route incoming inquires to the best available agent, including those in multi-site and at-home environments.
* RightNow can present agents with a single, unified view of all previous customer interactions. Through this integration, contact centers can achieve greater agent productivity, higher first-time resolution rates, and most important, satisfied customers.

Comments on RightNow and UCN

“Together, RightNow and UCN are arming the right agent, at the right time, with the right information to deliver exceptional customer experiences. With RightNow every agent has a single view of the customer which includes a complete history of all phone and email interactions. By adding UCN’s inContact skills-based routing capability, organizations can ensure that the best suited agent serves the customer.”
Scott Creighton
Vice President, Business Development
RightNow Technologies

“In many of today’s contact centers, agents must juggle a multitude of tools and applications. At the same time, companies are trying to reduce the total cost per agent by eliminating errors and increasing productivity, retention and customer satisfaction. The UCN and RightNow integration can drive down costs by addressing these issues.”
Brett Crutchfield
Director, Product Management

Both RightNow and UCN will be exhibiting at IQPC’s 9th Annual Call Center Week: UCN in booth 33 and RightNow in booths 34 and 35. Stop by for a demonstration of the RightNow and UCN integration

Source: RightNow

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