Gurgaon, Haryana India (PressExposure) October 03, 2011 -- The latest release of RightNow CX is available, boasting new features including Agent Desktop Twitter Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.
New RightNow CX delivers better Customer Experiences in Twitter The new RightNow CX is Agent Desktop Twitter Following allowing service agents to 'Follow' customers directly from within the RightNow Dynamic Agent Desktop, making it unnecessary to launch a separate browser and log onto Twitter. By 'Following' a customer, agents can transition discussions to direct or private messaging for more insightful interactions.
Rahul Iayer, Enterprise Solution Marketing Consultant, CRM Domain said, "We are glad to be the CRM solution partner with RightNow, enabling a company to delivers enhanced customer experiences. The RightNow Cloud Monitor Agent Desktop Twitter Following complements, will allow companies to listen to and join conversations consumers on the social web delivering better customer experiences. The social media platforms like Twitter, YouTube, Facebook are captured under RightNow powered Community or RSS feed, making it possible for organizations to automatically capture posts related to their brand and determine next steps to address consumers' needs."
New Release Amps Up Intent Guide
RightNow Intent Guide identifies the intent behind a query to eliminate irrelevant search results and get to the answers that customers are seeking, thus an effective way to engage with online consumers looking for information, service or support. Intent guide also delivers contextual offers with the answers to help customers get more out of each interaction. "To deliver great customer experiences in today's complex and rapidly changing business landscape where consumers have the power and every interaction matters, organisations need a platform purpose built for customer experience. The enhancements to RightNow CX include new knowledge management and social functionality, making RightNow CX a powerful solution for delivering premium customer experiences." Stated David Vap, Chief Solutions Officer, RightNow.