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Yahoo! Selects RightNow and RightNow Agent Desktop Solution to Provide Superior Multi-Channel Support for Millions of Customers
RightNow , helping rid the world of bad experiences one consumer interaction at a time, eight million times a day, has been chosen by Yahoo! to bring exceptional customer experiences around the globe. Yahoo! will implement RightNow CX, the customer experience suite, to help their global contact center agents deliver exceptional customer experiences across the web, social networks and contact centers, all via the cloud.
RightNow’s Dynamic Agent Desktop will provide a single unified view into all customer interactions, regardless of channel, by helping Yahoo! agents capture, track, assign, and manage customer service requests from initial contact through resolution. In addition, RightNow’s Dynamic Agent Desktop will help Yahoo! agents, whether experienced or new, how to best interact with customers to ensure a consistent experience. RightNow’s Dynamic Agent Desktop will also provide Yahoo! agents with multi-channel, cross-channel case tracking for rapid and consistent issue resolution, escalation and routing rules to ensure seamless transitions, agent scripting guides to drive revenue with up-selling and cross-selling and session history and keywords to help agents find and suggest possible solutions.
RightNow has also recently announced integrations to the RightNow Dynamic Agent Desktop, which will allow for extended worth of existing contact center infrastructure. With this introduction, RightNow added Cisco (News 
- Alert) and Avaya to its growing catalog of call center environments that incorporate to the desktop.
Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Summit, collocated with TMC’s (News - Alert) ITEXPO East, taking place Feb 2-4, 2011, in Miami. The Cloud Communications Summit will address a growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. To register, click here.
Jennifer Russell is a TMCnet Copy Editor. Previously she worked as an Editorial Production Assistant at the Taunton Press and as a Production Assistant at Hersam-Acorn Newspapers. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell
