Products
DYNAMIC AGENT DESKTOP

Fast, Accurate, Consistent Information Across All Channels

RightNow's Dynamic Agent Desktop allows you to deliver superior customer experiences by unifying enterprise systems and guiding call center agents through business processes across channels, agent pools, and geographies.
You can capture, track, assign, and manage customer requests from initial contact through resolution across all channels, including social media.

Dynamic Agent Desktop Benefits

Business Challenges

    Disparate systems cause a disjointed customer experience across channels
  • High agent turnover results in low productivity and inconsistent answers
  • Incomplete repositories of information create agent inefficiency
  • Legacy desktop systems are inflexible and inefficient, slowing your business down and costing a fortune to maintain
  • Social media channels managed as a separate silo cause an incomplete picture of the customer


Features

Dynamic Guidance
  • Your agents will be guided through their workflow with structured and unstructured contextual cues
  • Unified Enterprise Data: All relevant data is centralized and presented contextually
  • Telephony Integration: Enables desktop softphone, CTI screen pop, and universal queuing
  • Cloud Delivery: Enables rapid scaling up and down (right-sizing) to meet dynamics of business (seasonality, M&A, outsourcing, etc)
  • Configure Not Code: Completely configurable by a business user, so changes can be made in minutes not months
  • Channel Integration: Enables seamless, unified management of customer interactions via traditional and social channels


Benefits
  • Increase customer and agent satisfaction

  • Increase agent productivity and lower cost

  • Ramp up new agents faster

  • Provide consistent customer experiences across channels

  • Adapt quickly to changing business needs


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