Call Center -- Hosted Call Center
RightNow Service and Voice
Not surprisingly, there was plenty of competition in the hosted call center category. Ultimately, our judges selected Our judges gave the honor to Bozeman, Mont.-based RightNow Technologies for its RightNow Service and RightNow Voice applications.
Increasingly, organizations are turning to their software vendors to house the application infrastructure for their call centers, often leading to a significant savings. This is particularly true for companies building new centers but is also appealing for established companies that need seasonal ramp up or emergency customer service centers. Now, new Voice over Internet Protocol (VoIP) tools are allowing nearly all elements of the contact center to be hosted. However, it is not just the deployment model that is winning people over. Hosted call center software provides the functionality as well.
RightNow edged out the competition thanks to its knowledge-driven system, a combination of RightNow Service and RightNow Voice, its ease of use and its ability to deliver information "at the point of action."
The latest release features click-to-call-back features to add to its e-mail, chat and telephone interactions. RightNow also includes voice and Web self-service capabilities.
RightNow CRM applications start at $52 per user per month, assuming a two-year commitment.