Customer relationship management provider RightNow Technologies reportedly announced integration between RightNow On Demand Agent Desktop and Genesys Customer Interaction Management suite using Open Methods’ RightNow Adapter.

 

This integration allows companies to route customer interactions intelligently to the right agent at the right time, while arming agents with relevant customer information, according to officials. Using Genesys (News - Alert) solution, contact centers are able to route and process interactions, connecting customers to the best available agent quickly.

 

RightNow offers a desktop add-in framework that allows its partners to easily add new functionality to the RightNow On Demand Agent Desktop. This functionality increases agent productivity by integrating and centralizing applications, tools, and Web services into a unified RightNow On Demand Agent Desktop.

 

The integrated offering helps contact centers increase agent efficiency and reduce training time with a unified desktop that automatically triggers advanced RightNow features such as contextual workflow and agent scripting.

 

Integrating RightNow with Genesys, via the OpenMethods (News - Alert) RightNow Adapter, contact centers also get full media softphone controls that will minimize desktop clutter and prevent needless context switching between multiple applications

 

OpenMethods RightNow Adapter for Genesys integration is the first of many agent desktop add-ins to come, officials said.

 

“By using OpenMethods, clients that have both RightNow and Genesys can seamlessly connect these systems to make sure they deliver great customer experience regardless of where the query originates from,” said David Vap, vice president of products, RightNow, in a statement.

 

This integration has been certified by Genesys with a Gvalidated designation, which helps companies identify applications that have met a stringent set of integration validation requirements. Genesys provides software to manage customer interactions over the phone, Web and mobile devices.

 

 “The OpenMethods RightNow Adapter has been rigorously tested to meet the most stringent Genesys requirements to successfully pass the Gvalidation process,” said Arnaud Kraajvanger, vice president worldwide marketing programs, Genesys, in a statement. “Gvalidation, more than any other certification process, strongly assures a streamlined deployment of high quality partner solutions for joint clients.”

 

“For the agent, we deliver screen pop, unobtrusive and easy-to-use softphone controls and a 360° view of multi-channel contacts for qualitatively better customer interactions,” said Tim Barnes, CEO of OpenMethods.

 

This method eliminates the frustration of having to ask repetitive questions, perform constant alt-tabbing between applications and making costly typing errors, Barnes added, “By getting rid of expensive telephony to CRM integrations, the IT team can stretch tight investment dollars for other strategic initiatives.” 

 

CRM business has outpaced other sectors. Reflecting the market trend, RightNow reported record sales in Q408, up 25 percent YoY. Greg Gianforte (News - Alert), CEO of RightNow, told TMCnet he attributes this growth to the continued adoption of software-as-a-service and the need for companies to keep the customers they have while reducing costs.

 

Gianforte claimed that one of their customers, a multi-billion dollar retailer, was able to eliminate 50 percent of inbound customer e-mail and 18 percent of phone call volume in three weeks using their eService capabilities.

 

 

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