Dynamic Agent Desktop

Customers today use many channels to communicate. When they have a customer service issue they are impressed by a company that follows through on their issue and resolves it quickly and completely. They expect a unified, quality brand experience regardless of the channel they use.

RightNow’s Dynamic Agent Desktop enables your agents to deliver great contact center experiences consistently and efficiently across channels.

Business Challenges

Contact centers are constantly under pressure to deliver great customer experiences, while controlling or reducing costs. Challenges to achieving these goals include:

• Disparate systems managing different channels cause a disjointed customer experience across channels
• High agent turnover and slow ramp-up results in low productivity and inconsistent answers
• Disparate repositories of information create agent inefficiency and poor customer experiences

Solution

RightNow’s Dynamic Agent Desktop provides a single unified view into all customer interactions, allowing you to capture, track, assign, and manage customer service requests from initial contact through resolution, regardless of channel. Contact center realities such as shift changes, employee turnover, outsourcing, and escalation to higher tiers of service are all transparent to the customer.

Dynamic Agent Desktop empowers agents by delivering the right information, at the right time, in the right context of each customer conversation. Regardless of whether your agents are experienced or just ramping up, Dynamic Agent Desktop guides them with customer interaction best practices, ensuring a consistent customer experience and efficient interaction.

“RightNow is a powerful solution for capturing company and product knowledge and delivering it to customers when and how they need it. As a result, we’ve been able to achieve high levels of customer satisfaction while keeping our contact centre costs under tight control.”
—Roy van Keulen, TomTom

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