Data Collection Software
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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.
