With the frequent misusage of IVR systems as a call automation or call deflection tool, RightNow had its calling to deliver the means for organizations to identify a caller, determine why they are calling and have the ability to efficiently route the call to the correct resource – in an easy-to-use, branded format. And RightNow’s Voice Experience Manager was that solution.

"IVR systems are often misused, and can erode customer trust with lengthy and confusing automation menus designed to keep customers away from live agents,” said Ted Bray, vice president of contact center solutions for RightNow, which has delivered more than 10 billion customer interactions. “With RightNow's Voice Experience Manager, organizations can cost effectively deliver the very best customer experience possible over the phone. By identifying who is calling, understanding their needs, and getting customers to the best available resource quickly, our voice solution empowers customers and provides agents with relevant, contextual information to resolve callers' needs. It's about delivering a great customer experience, not just automation."

The Voice Experience Manager, which augments existing telephony platforms with a “customer experience layer,” consists of several new components: a voice library, new integrations to its communications-enabled desktop, as well as several additional call center partners.

The voice library consists of more than 6,000 pre-fabricated voice application modules, which introduce voice user interface design and tight integration to RightNow CX. Development time and cost is reduced due to rapid deployment of voice solutions and improved management for voice-enabled applications. A personalization engine, which is enabled by the RightNow knowledge foundation and CX platform, delivers generated data customize for each caller – based on preferences, inputs, interaction history and context – through a single voice application.

Integrations to the RightNow Dynamic Agent Desktop allows for extended worth of existing contact center infrastructure. With this introduction, RightNow added Cisco (News - Alert) and Avaya to its growing catalog of call center environments that incorporate to the desktop. The partners’ call center solutions are integrated to the agent desktop through a new media bar that provides soft phone call control, customizable agent status, and screen pop within the desktop. With all the data on one screen, this enables telephone and e-mail media to match relevant support data to the customer interaction, boost agent productivity, decrease handle times as well as increase value to current premise-based telephony systems. With these media bar implementations, callers no longer have to repeat information, thus improving the customer experience.

And, those using this new solution are impressed:

"When it comes to voice-based interactions, many enterprises continue to use archaic IVR systems as a siloed support channel primarily to deflect calls rather than offer support,” said Ryan Joe, associate analyst of Ovum (News - Alert) Research. “It's no surprise when this philosophy results in low customer satisfaction, low usage, and poor business results. RightNow is attempting to move enterprises away from customer avoidance via automation and toward technologies that enable customer identification, segmentation, and intelligent routing that matches callers with the most helpful resources. These are key differentiators for organizations that focus customer support around the contact center."

Tammy Wolf is a TMCnet copy editor. Previously she was assistant to the editor at The Darien Times, a weekly newspaper in Darien, Conn., where she edited submissions, did page layout and design and helped manage the newspaper's website. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf