As most of us have personally experienced, phone-based call center experiences leave much to be desired. IVR software has traditionally been viewed and used as a call avoidance tool, rather than as part of an integrated multi-channel strategy for delivering personalized, differentiated customer experiences that drive customer loyalty. How can you meet your cost management goals while delivering on superior customer experiences?
Business Challenges
- Customers are frustrated by confusing, difficult to navigate IVR software
- Consistent, excellent support is not delivered across all contact channels
- Personalization is impossible via the phone support system
Solution
With RightNow Voice, our IVR software, the phone channel is a key part of providing an integrated multi-channel customer experience strategy across your organization, bridging the needs consumers have to access support and service when are how they want.
RightNow Voice enables you to provide a tailored, personalized experience for each caller, based on who they are, why they are calling, and your business objectives. With RightNow’s IVR software you can identify, segment, and determine the best course of action for each caller including providing an automated answer to a question, routing a high-value customer to an appropriate specialist to address the caller’s specific need. This provides the accessibility consumers require, 7x24x365, with the personal connection consumers want.
RightNow Voice is comprised of:
- Voice Experience Manager: An industry–leading voice portal, tightly integrated with, and delivered through, the RightNow CX Cloud platform
- Pre–built Application Modules: Enable rapid time–to–market, rich personalization, and improved management for voice–enabled applications
- Expertise and Best Practices: Years of voice solution design, support experience, and best practices
Voice Experience Manager
An industry–leading voice portal, tightly integrated with, and delivered through the RightNow CX Cloud platform:
- Eclipse-based development environment
- Rich integration to RightNow CX
- Voice library of over 6,000 pre–built objects
- Full application lifecycle management
- Powerful application creation and management
- Personalization management
- Powerful reporting and analytics suite
- Rich internationalization support
- Multi–Channel (IVR, Web) application support
- Automatic documentation and prompt management
- Best practices in user interface design
Pre-Built Application Modules
Like Customer Portal for web applications, Application Modules enable rapid time-to-market, rich personalization, and improved management for voice-enabled applications:
- Answers - Searches CX for answers based on product, category and keywords, and presents the results to the caller in an easy to understand menu structure
- Contacts - Searches CX for a contact record based in inbound ANI or prompted number. If no contact record is found, has the option to search TargusInfo and create a new contact record
- Incidents - CX incidents: Creates and updates a CX incident record with data collected from the caller including a recorded audio file
- Locator - Searches a locator database (RightNow or 3rd party) based on product and location (zip code, city, or state) and presents the caller with a list of locations found.
- Dialog - Interacts with a caller to collect a piece of information which could be a menu choice, survey question, or a piece of data such as order number. This module handles all re-prompting and error handling for the interaction. Used to create routing menus and survey questions for applications requiring this functionality.
- Record - Records a caller's response to a prompt. This module handles all the re-prompting and error handling associated with recording a caller response.
- Confirm - Confirms a caller's response based on the speech recognition confidence threshold or DTMF response. For speech, there is an escalating confirmation strategy based on the confidence score which ranges from an explicit confirmation step to a simple acknowledgement (okay, thanks, got it).
- Transfer - Transfers a caller to a destination based on business hours, holidays and a weight factor. This module can do either a VoiceXML transfer or in-band transfers such as *7 and *8.
RightNow IVR software enables consistent, superior customer experiences across customer communication channels
- Identify, segment, and route callers, ensuring they are routed to the right resource quickly and efficiently
- Greatly reduce service delivery costs
- Increase the volume of interactions that can be effectively automated
- Reduce the total volume of calls requiring a live agent
- Increase customer satisfaction, retention, and spend per customer
- Increase agent satisfaction and decrease agent turnover by providing agents with relevant data and empowering them to resolve more complex customer issues
Video: 8 Steps To Improve Customer Experiences
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.
Data Sheet: RightNow Voice Automation
RightNow Voice Automation is a set of intelligent voice automation solutions that enable you to provide a tailored, personalized experience for each caller, based on their individual needs, customer profile, and your business objectives.
Personalized, Memorable Phone Experiences
