XO Interactive Unveils Contact Center On-Demand

Published on July 26, 2007 in Computer Software, Technology

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Hosted Offering Creates a Virtual Contact Center Based on Integrated Genesys Technology and RightNow Service Desktop

Bozeman, Mont (July 26, 2007) – XO Interactive, a subsidiary of XO Communications, today introduced Contact Center On-Demand, the first end-to-end contact center solution delivered as an on-demand service. Contact Center On-Demand is built on the tightly integrated customer service solutions from Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), and RightNow Technologies (NASDAQ: RNOW), and includes an agent desktop, along with self-service and interaction management applications and computer telephony integration in a single virtual contact center.

By introducing a complete, integrated offering, XO Interactive, Genesys, and RightNow expect to accelerate adoption of on-demand applications. The market for on-demand software for customer service is expected to grow dramatically over the next six years in North America, from $191 million to nearly $1.5 billion, a compound annual growth rate of 34.1 percent, according to a report just issued by key industry analysts at Frost & Sullivan. The report by Frost & Sullivan noted that “the hosted contact center market is currently moving out of the early adopter stage, with immense growth potential for the future.”

The joint offering is significant because it represents the broadest end-to-end suite in the market addressing the need for on-demand for customer care, including the web, contact center, and self-service. XO Interactive is the first partner to leverage the complete Genesys and RightNow suites of software.

“XO Interactive is excited to offer a world-class contact center that does not require extensive investments in infrastructure,” said Ron Scott, president of XO Interactive. “Combining our highly scaled self-service solutions and proactive communications with an enterprise contact center offering, for both large-scale centers and at-home agents, provides our clients with all of the on-demand sales and service solutions they require with the most comprehensive interoperability in the industry.”

By purchasing contact center capabilities as a service, companies can deliver stellar customer service while remaining focused on core competencies, leaving the deployment, maintenance and management of the contact center to XO Interactive. Contact Center On Demand is pre-integrated with RightNow Service, a complete, multi-channel software solution that proactively provides customers and agents with the right information at the right time to resolve issues over the phone, on the Web, via email, and in person. The integration of RightNow Service with enterprise-class call center infrastructure improves agent utilization rates and enhances customer service.

“It is possible to outperform competitors through the power of positive customer experiences,” said Greg Gianforte, CEO of RightNow. “By delivering the combined solution from RightNow and Genesys as a service, and creating a virtual contact center, XO Interactive is making it possible for organizations to quickly and cost-effectively deliver excellent customer experiences.”

“Genesys has pioneered the concept of the Dynamic Contact Center, in which enterprises dynamically adapt to changing customer service needs, and offer virtual resources that extend beyond the walls of the traditional contact center,” said Wes Hayden, president and CEO of Genesys. The ability to quickly add agents, web, and self-service capacity is critical to delivering on our vision of the Dynamic Contact Center, and XO Interactive’s on-demand offering is an important milestone,” Hayden added.

Source: RightNow

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