On-demand customer relationship management vendor RightNow Technologies launched its November 08 release today with new features designed to give call centre operatives better resources when interacting with customers, as well as access to external functionality from their desktop.
RightNow November 08 includes a new Agent Scripting tool, which provides a flexible call script to take operatives through any customer interaction, regardless of their experience at handling calls, according to RightNow vice president of products David Vap.
The new release also has a Guided Assistance feature, which enables call centre operatives in companies selling highly complex products to answer queries with a greater degree of accuracy, according to RightNow.
"The major thing we're focused on is the relationship between the end consumer and the organisation's sales agent, service agent or marketing agent," said Vap. "So this release is focused on building up the agent desktop platform in support of the enterprise contact agent."
The final tool in the release to help boost agent productivity is a Desktop Add-in Framework, which enables the integration of applications and web services for things like order processing, address verification and maps into the agent desktop.
RightNow also announced a new package of all of the firm's functionality for contact centres. The Enterprise Contact Center Package collates "all of the things the bigger enterprise contact centres were buying from us", according to Vap.
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