rightnow adaptor for genesys...

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Corporate Headquarters RightNow Technologies, Inc. 136 Enterprise Blvd. PO Box 9300 Bozeman, MT 59718 U.S.A. 1-877-363-5678 Toll Free 1-406-522-4200 Phone 1-406-522-4227 Fax RIGHTNOW ® ADAPTOR FOR GENESYS 7.5 www.rightnow.com Benefits Improves caller experience: · Callers never have to repeat information · Call times are reduced · Improves accuracy · Improves consistency of customer service Increase agent productivity: · Universal view of the customer · Facilitates up-sell and cross-sell opportunities · Reduces call handling times · Blend agent telephony and CRM data together in a common reporting system Lower total cost of ownership: · Reduces integration costs · Speeds deployment · Leverages and extends existing infrastructure investments Improving customer experience in the contact center Your ability to retain valuable customers in a competitive marketplace is largely contin- gent upon the quality of your service and support. A consistently superior level of service cultivates customer loyalty, strengthens your brand, and protects your margins. Many of today’s businesses rely on the contact center as the hub of customer interac- tions making it a vital component to providing a superior customer experience. Leaders in many industries are leveraging Computer Telephony Integration (CTI) to improve customer experiences using the customer’s preferred communication channel. Using this model, contact centers can provide personalized service to every customer. RightNow Adaptor for Genesys 7.5 RightNow Adaptor for Genesys 7.5 combines the capabilities of Genesys with RightNow’s next generation CRM software to deliver a multi-channel solution that spans web self-service, email, chat, and phone with a single integrated agent desktop. The Genesys CTI functionality provides your call center agents with complete call control functions from the RightNow Agent Desktop. The combined solution improves productivity by presenting agents with a single, unified desktop interface which includes the extended RightNow toolbar containing Genesys functionality. This functionality includes click-to-dial, screen pop, as well as agent level CTI analytics. As customer interactions are sent to the agent, RightNow and Genesys allow relevant customer information to be presented on the desktop. The agent performs customer service for all channels—including inbound and outbound, voice, email, and chat—within the unified desktop environment. As a result, agent productivity increases and the caller’s experience improves. RightNow Adaptor for Genesys 7.5 accelerates the integration of the Genesys suite and RightNow Service TM . The integration provides a universal view of the customer, facili- tates agent up-sell and cross-sell activities, improves agent productivity and the caller’s experience. Find Out More To learn more, contact us at 1-877-363-5678. © 2007 RightNow Technologies, Inc.

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Corporate HeadquartersRightNow Technologies, Inc.

136 Enterprise Blvd.PO Box 9300

Bozeman, MT 59718U.S.A.

1-877-363-5678 Toll Free1-406-522-4200 Phone

1-406-522-4227 Fax

RIGHTNOW® ADAPTOR FOR GENESYS 7.5

www.rightnow.com

Benefits• Improves caller experience:

· Callers never have to repeat information · Call times are reduced· Improves accuracy· Improves consistency of customer

service• Increase agent productivity:

· Universal view of the customer· Facilitates up-sell and cross-sell

opportunities· Reduces call handling times· Blend agent telephony and CRM data

together in a common reporting system• Lower total cost of ownership:

· Reduces integration costs · Speeds deployment · Leverages and extends existing

infrastructure investments

Improving customer experience in the contact center

Your ability to retain valuable customers in a competitive marketplace is largely contin-gent upon the quality of your service and support. A consistently superior level of service cultivates customer loyalty, strengthens your brand, and protects your margins. Many of today’s businesses rely on the contact center as the hub of customer interac-tions making it a vital component to providing a superior customer experience.

Leaders in many industries are leveraging Computer Telephony Integration (CTI) to improve customer experiences using the customer’s preferred communication channel. Using this model, contact centers can provide personalized service to every customer.

RightNow Adaptor for Genesys 7.5RightNow Adaptor for Genesys 7.5 combines the capabilities of Genesys with RightNow’s next generation CRM software to deliver a multi-channel solution that spans web self-service, email, chat, and phone with a single integrated agent desktop. The Genesys CTI functionality provides your call center agents with complete call control functions from the RightNow Agent Desktop.

The combined solution improves productivity by presenting agents with a single, unified desktop interface which includes the extended RightNow toolbar containing Genesys functionality. This functionality includes click-to-dial, screen pop, as well as agent level CTI analytics. As customer interactions are sent to the agent, RightNow and Genesys allow relevant customer information to be presented on the desktop. The agent performs customer service for all channels—including inbound and outbound, voice, email, and chat—within the unified desktop environment. As a result, agent productivity increases and the caller’s experience improves.

RightNow Adaptor for Genesys 7.5 accelerates the integration of the Genesys suite and RightNow ServiceTM. The integration provides a universal view of the customer, facili-tates agent up-sell and cross-sell activities, improves agent productivity and the caller’s experience.

Find Out MoreTo learn more, contact us at 1-877-363-5678.

© 2007 RightNow Technologies, Inc.