Delivering Superior Customer Experiences with RightNow Voice TM

The RightNow Voice SolutionDelivers superior voice-enabled experiences to customers with Voice RoutingVoice Self-ServiceOutbound VoiceManaged Services

RightNow Voice BenefitsRightNow Voice Reduces costs by automating a significant percentage of total callsInteracts with callers using natural language, which eliminates the need for agent trainingOffers a broad range of options to callers to quickly answer questions and conduct transactionsDelivers a consistency of answers regardless of channelProvides service 24 x 7 x 365

RightNow Voice Customers

Cost Reduction Was Traditional DriverSource: 2005 Yankee Group contact center manager surveyIVR interactions deliver strong cost savings Average CostPhone $5.50Text Chat $7.00Email $5.00IVR $0.45Web $0.24Cost Per Customer Interaction

24 X 7 X 365 Customer CareSatisfy customer requests for simple, instant gratificationWhat is RightNow Voice?A portfolio of voice-enabled CRM applications

Voice RoutingOne number routingVoice contact managementCaller information deliveryIncident management

Voice Self-ServiceKnowledge base accessStatus accessPassword resetLocation finderInbound survey management

Outbound VoiceWeb click-to-callbackOutbound survey managementNotifications

Managed Services

Utilize your existing voice channel more effectively without new investments in telephony infrastructure or CTIRightNow Voice Capabilities

Voice RoutingOne number routing menuVoice contact managementCaller information deliveryIncident management


Outbound VoiceWeb click-to-callbackOutbound survey management

Managed Services Identify and route callers to the right person the first time

One Number Routing MenuCaller interacts with system menu using natural speech to designate who to transfer toCaller dials one central numberMenu interacts with caller using voice prompts to determine correct routingTransfer to department, service agent, self-service option and more

Connect to the right destination the first time, every timeLeverages skills-based routingSupport for urgent call handlingBypass menu to directly connect to a designated individual or department

Tiered, dynamic, configurable menu structure

Configurable greeting

Analytical reports provides insight into service performanceConnect callers to the right destination with no hassle

Voice Contact ManagementAutomatically identify, capture and display contact information on calls transferred to agentSearches contact databaseNo need for customer to repeat their contact information to agentReduces call handle timeDisplays on agent desktop

Reverse white page lookup capabilitiesUse ANI or manually captured digits from the caller

Creates new and updates existing contact records

Automatically link to contact record or related incident

Enhances customer experience

Quickly and automatically identify callers transferred to agent

Caller Information DeliveryAutomatically identify, capture and display context of voice self-service call transferred to a live agentNo need for customer to repeat call purpose to agentReduces call handle timeDisplays on agent desktop

Integrates with RightNow Voice self-service applicationsKnowledge Base AccessStatusPassword ResetSurvey (Inbound)Location Finder

Enhances customer experience

Automatically inform agent of call purpose and contextCall context and contact informationScreen Pop on agent desktop

Incident ManagementEmpower caller to open incidents using natural voice with no agent assistanceUse on request or when all agents busy

Quickly populate incident record with relevant informationPopulate customer-related fields on contact record with caller ID dataCustomer provides product name, category or keyword for issueRecord caller message for reference and compliance, and attach to record

Automatically route and easily follow-upAdvanced rule-based incident routingAll incident knowledge available on agents desktopSuggested responses automatically provided to agent for fast follow-up

Incident reports prevent lost calls, ensure accountability, and provide multi-channel view

Extend incident and case management to the voice channel

RightNow Voice Capabilities




Managed ServicesProvide fast, effective voice-enabled service to customers over the phone 24 X 7 X 365 with no additional staffing Leverage voice channel for fast & effective self-service

Knowledge Base Access (1 of 2)Use telephone for voice self-serviceAsk questions via speech recognitionReceive answers audibly via voice

Fully integrated with RightNows knowledgebaseReceive consistent answers regardless of interaction channelAccess same questions, answers and rules used for other channels

Flexible caller interaction

Dynamic service logic

Web-based administration

Extend the reach of Web self-service to your voice channelMaximize your investment in online content and services

Knowledge Base Access (2 of 2)Natural language search to the knowledgebaseCategory (Product line)Sub-category (model)Keyword or phrasePrioritized top answers

Audio content attached to knowledgebase

Related Answers

Survey Rating

Deep self-service analytics

Best practices:Recorded content (attachments)Dynamic routingProvides fast, targeted and automated Q&A to inbound callers

Status AccessProvides customer ability to check status of various items by phone - Order statusShipping statusRebate statusRepair statusReturn statusAccount status

Integrates with front-office, back-office and other external systemsProvides customer one-stop shop for status information

Custom presentation dialogsStatusTracking NumbersMore

Adopts to your databaseJDBCXMLWeb ServicesCustom APIs

Give customers a one-stop shop for status checking

Password ResetReset password from any telephone anytime, anywhere

Supports common threat modelsAccount Number validationSecret Questions

New password sent to email account maintained in online customer profileAccess to customer profile is required

Randomly generated password Programmable list of charactersProgrammable password lengthPasswords can be submitted for account update Option to online password service to generate new passwords

Empower callers to easily reset passwords via voice

Location Finder (1 of 2)Make it easy for customers and prospects to find the store or office closest to them via the telephoneServe customers without Web access or who prefer phone channel

Search byCity and StateZip/Postal CodesStreet or intersectionProximityProduct/Service availabilityHours of operation

Extends location information already on your Web siteEnsures consistent answers regardless of channel used

Web administrationSingle database of locations to maintain for both phone and web inquiresActionable analyticsConfigurable service propertiesTuned to customer requirements

Easily find your stores anytime, anywhere via telephone

Location Finder (2 of 2)Automatically ordered by proximity

Option to expand search radius

Audio file attachment option

Automatically transfer caller to desired location for further help or information

Flexible search results empowers caller to act immediately Voice Locator Search Result

Inbound Survey ManagementCost-effectively know and act on the customer voice to deliver better future experiences

Conduct automated inbound surveys over the phone/voice channelInvite customers to provide feedback by calling a centralized 800 numberTransfer caller to voice survey after completing agent-assisted service (e.g. incident)

Voice and speech recognition provide natural means of conducting surveyEncourages customer to complete surveyAsk survey questions audibly in customers natural languageCapture responses from the customers own voice, and attach recording to survey record and other relevant records

Support for several answer types

Insightful, actionable feedback analyticsCapture the customers voice literally - with voice surveys





Managed ServicesEnhance customer relationships and experiences with sophisticated outbound call automation Proactively contact customers with targeted outbound calling

Web Click-to-CallbackEmpower customer visiting Website to request callback from agent to help them continue with an interactionComplete purchase or transactionResolve issueGet clarificationContinue researchAsk question

Prevents site abandonment and lost revenue

Keeps customer engagedAchieve higher customer satisfactionImprove resolution rates

Provides insight on how to improve Web site and self-help processes, identifyingInformation gapsProcess deficienciesUnclear instructionsBugs and site problemsPrevent lost revenue and site abandonment with personal outreach

Outbound Survey ManagementProactively capture feedback Ensure you have all feedback needed to meet expectations of your customer experience strategyOutbound dialer proactively, efficiently and cost-effectively captures feedback from large audiences

Target key, relevant audiencesIdentify and survey targeted audience segments for focused insightAchieve a broader sample base than Web-based surveys onlyConcentrate on particular products, services or issues of concern

Achieve high response ratesOffer a friendly and engaging means of connecting with customerProvide a quick, intuitive, easy-to-use means of answering questions

Act on customer voice with insightful feedback analyticsAct immediatelyAct knowledgeablyProactively solicit feedback from targeted audiences

RightNow Voice NotificationsPre Appointment NotificationsConfirm/Validate Appointment Date and TimeNotify of AppointmentPost Appointment NotificationsConfirm site visitFollow-up DirectionsThank youPost Appointment SurveyPayment ReminderLate Payment ReminderAbility to integrate to payment system for phone based paymentsMarketingAbility to build outbound marketing campaigns for specific customer/prospect listsAuto transfer to agent/franchise with positive receipt of marketing announcement

RightNow Voice NotificationsCustomer Provides RightNow with the following:Nightly/Weekly Feeds of Customer NumbersAppointment TimesPost Appointment NotificationsPayment Amounts and Account Numbers

RightNow will provide:Dialer (unlimited attempts)Voice Mail notification and ability to leave messageDelivery of Pre/Post NotificationIncident Creation that can be mapped to customer recordAbility to transfer to local franchise or to survey applicationInstant Online Results via Analytics Portal





Managed ServicesLeverage expert implementation and support guidance to ensure ongoing success for your voice solution Optimize voice solution investment with Managed Services

Managed ServicesDay 1 AdvantageTM Results-based engagementDeploy quicklyStart with immediate resultsBuild on success

Initial deployment services Content development and implementationGrammar development

Ongoing servicesPerformance reports and analysesTuning, configuration and maintenanceAutomated alerts and follow-upConsultationsUpgrades and new featuresDaily, weekly, monthly, quarterly and yearly deliverables24 X 7 X 365 support

No IT assistance requiredRightNow performs day-to-day system management and maintenanceCustomer focuses on content and core business rather than system managementVoice expertise from customers not requiredMaximize ROI with expert management, consulting and tuning

Engagement ModelDelivery ModelBusiness Model Initial Deployment: Content Development & Implementation Grammar Development Ongoing Services Configuration changes Regular scheduled consultation to discuss status and best practices adoption Regular grammar tuning to maintain and improve accuracy Automated error notification and follow up Voice talent/prompt recording Upgrades and new features Maintenance fees included Packaged Applications Fixed Deployment Fee Managed Services Usage Pricing Includes: Hosting Fee Interface to the Knowledge Base Interface to RightNow CRM Customer database Case Management Analytics Managed Service Fee

Voice Knowledge Base Report

Knowledge Base AccessSupport for advanced debugging applicationsEmbedded scripting for advanced debug applications

RightNow Voice

Voice Self-Service Network View

This is an example of some of our clients who are delivering great customer experiences while controlling costs using RightNow Voice.

Id like to walk you through a particular case study

Traditionally, reducing costs was the primary driver for investments in voice automation. Voice automation was ideal for this purpose because of low average interaction costs, as well as very low variability of interaction costs. By dialing one number and using natural speech, customers interact with a system which directs them to the most appropriate department, service agent or self-service option

Benefits: Provide consistent information across all of your support channels Callers consistently connect to the right destination Determines the best self-service options for callsThe Voice Contact Management application is concerned with "who" is calling. Many non-CRM vendors offering voice applications do not have this.

Benefits: Ability to capture contact related information on all calls that transfer to an agent. Passing that information to an agent will result in a high quality customer experience since they will not have to repeat themselves to the agent. Agents also save considerable time (30-40 seconds or more) on each call reducing the overall handle time.

Some important features:Creates new or updates existing contact recordsSearches the contact database for matchesAutomatically searches the database using Automatic Numbering Identification (ANI)Caller is given the option to verify/change the ANI to another numberAbility to link an incident to a particular contact recordReport on "who" is callingTargus interface can automatically perform reverse white pages lookups based on the ANI or manually by capturing digits from the caller.

Benefit:Allows companies to improve the overall customer experience by capturing the context of the call and updating the agent desktop with this information when the call is transferred to the agent

Use case scenario: After using a voice self service application, for example to learn order status - the caller can either terminate the call or request to be transferred to an agent. Without Caller Information Delivery, when the call is transferred to the agent, the caller would have to present to the agent all of the information that the caller had previously provided to the Voice application. With CID, the context of the call will be captured and transferred to the agent desktop seamlessly so that the overall customer experience is significantly improved.Capture and place caller requests in RightNow's case management suite.

Benefits:Extend Web-based case management to phone channelAgents easily resolve voice-created incidents via emailReduce overall call timeEnable your customers to use natural language voice commands to navigate and select answers to their questions from an existing RightNow knowledge base.

Benefits:Allows customers to solve their questions themselves over the phoneSearch a dynamic knowledge base, not a narrow list of static informationProvide consistent information across all of your support channelsAllows customers to use natural language to ask questions or search the dynamic knowledge baseAllow callers immediate access to the same databases available online to agents and web users alike, providing them the most current status information regarding their order, rebate or repair request.

Benefits: Provides immediate access to their most current status information Deflects routine status calls from your live agents Consistent information across all of your support channelsAllow customers to change their passwords securely and privately over the telephone.

Benefits:Allows customers to get information how and when they want itFrees agents to work on more critical issuesReduces user dependence on contact centerCustomizable security levelsImproves contact center agent productivityProvide callers with a list of business locations based on their search criteria.

Benefits:Provide consistent location information through all communication channelsGives customers the freedom to access location information via the phone 24/7Single database houses both Web and phone location informationCallers can be automatically transferred to desired locationHandle the process of creating and delivering inbound surveys over the telephone using high quality speech recognition technology. Speed / DTMF enabled.

Benefits:Easily measure customer satisfaction and customer experiencesGain valuable market feedbackFoster better relationships with your customers

Support for several question and answer typesIncludes open-ended questions that ask for recorded commentsYes/no; scale 1-5 ; satisfied/unsatisfiedWhich product did you call about?

Handle the process of creating and delivering outbound surveys over the telephone using high quality speech recognition technology.

Benefits:Easily measure customer satisfaction and customer experiencesGain valuable market feedbackFoster better relationships with your customers

Outbound survey tools enable you to quickly and cost-effectively poll selected customers toMonitor satisfaction levelsGauge interest in new products or services,Gain other high-value market intelligence

Business analytics provides the information needed to make sure you answer your customers most pressing questions quickly and accurately to make appropriate business decisions.

BenefitsVoice expertise on customers part is not requiredRightNow handles the technologyAllows customer to concentrate on contentMaintenance and upgrades included

Ongoing services (more detailed)Compilation, delivery and interpretation of call analyses, statistics and performance reportsConfiguration changes Scheduled consultations to discuss status and best practices adoptionRegular grammar tuning to maintain and improve accuracyAutomated error notification and follow upVoice talent/prompt recordingUpgrades and new featuresSystematic daily, weekly, monthly, quarterly and yearly deliverables24 X 7 X 365 support

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Delivering Superior Customer Experiences with RightNow Voice TM