Call center suite
Best call center suite product: RightNow CX Call Center Suite
The call center is the heart of any customer service-focused business, so it’s vital that your call center suite software is the one with the best functionality, the best integration qualities and the best value for your money.
With this in mind, our judges have selected RightNow CX Call Center Suite, from Bozeman, Mont.-based RightNow, as the Call Center Suite 2009 SearchCRM.com’s Product of the Year.
“RightNow is the winner, hands down here, due to the completeness of their solution, their innovative focus with the integration of HiveLive so that social features, such as customer communities, are fully integrated into the capabilities of the suite,” said one judge.
According to RightNow’s submission materials, the suite allows customers and agents to be connected 24/7 over the phone, on live Web chat, or via email. RightNow’s “Intelligent Voice Automation” helps to identify and route callers to the correct channels, and its “Dynamic Agent Desktop” allows agents to manage multi-channel customer interactions.
Companies using RightNow can also delve into the world of online customer communities, allowing customers to connect with agents or other staff to get accurate and consistent answers from an integrated RightNow knowledge foundation, according to the company’s submission.
“On the support issue, they are easily the smartest, with not only customer communities to support the resolution of issues for the client and that the client has, but also what they call customer success managers whose sole job is to support RightNow customers,” one of the judges said.
RightNow also reports that its SaaS CX cloud platform supports its call center suite and allows for agents to expand the technology even during peak traffic times, when performance is often downgraded or slower as a result of increased demand. In addition, according to submission materials, the RightNow cloud-based CX platform allows organizations to eliminate up to 80% of the ownership costs of traditional on-premise applications.
Pricing for RightNow starts at $110 per user per month, with a one-year subscription.