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Oracle RightNow Contact Center Experience

Name: Oracle RightNow Contact Center Experience
Rating: 4.5 (2 reviews)

By Oracle

917 Interested

Highlights : About Oracle RightNow Contact Center Experience

Dynamic agent guidance

Agent workflows, templates & scripts

Screen sharing/ co-browsing

Phone or chat co-browse

Multichannel interaction management

Telephony system integration

About Oracle RightNow Contact Center Experience

Oracle RightNow Contact Center Experience consists of 2 products: Oracle RightNow Dynamic Agent Desktop Cloud Service and Oracle RightNow Cobrowse Cloud Service. The former product helps agents to manage interactions coming from multiple channels through a unified agent desktop. The single platform integrated interactions from phone, web, live chat, email, online communities and social media. It also pulls data from other enterprise systems, such as billing info and shipping statuses, to offer a complete view of the customer on one screen. Oracle RightNowDynamic Agent Desktop Cloud Service also comes with a number of guided assistance features which can be used to design specific workspaces, workflows, templates, and scripts. The SmartAssistant feature provides agents with suggested solution based on the customers' session history and keywords in the discussion thread. An interactive guide leads agents to the most appropriate answers and resolutions.

Specifications

Business Size

Enterprise

Customization

Yes

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Dynamic agent guidance

Agent workflows, templates & scripts

SmartAssistant

Unified agent desktop

Screen sharing/ co-browsing

Phone or chat co-browse

Guided assistance

Custom workspaces

Multichannel interaction management

Unified enterprise data

Telephony system integration

Benefits

Oracle RightNow Cobrowse Cloud Service

Share screens and cobrowse with customers to solve issues and provided guided self-service.

Oracle RightNow Dynamic Agent Desktop Cloud Service

Includes guided workflows, scripting, and assistance.

Centralize information from disparate systems such as shipping info, RMA, and billing details.

Use the SmartAssistant to get possible solutions to questions or issues based on the customer session history or keywords.

Unified desktop

Manage all interactions coming from multiple channels including voice, web, email, chat, co-browse, online communities, and social media.

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