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CRM Domain Partner RightNow Extends Customer Suite with New Social Media Capabilities

By Rajani Baburajan
TMCnet Contributor

CRM Domain, which delivers customer relationship management (CRM) software to both B2B and B2C sectors, announced that is solution partner RightNow CX has now expanded its CRM solution to include Twitter (News - Alert) capabilities.

The latest release of RightNow CX includes new features including Agent Desktop Twitter Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.

The RightNow CX’s Agent Desktop Twitter Following allows service agents to ‘Follow’ customers directly from within the RightNow Dynamic Agent Desktop, so users need not log on to Twitter from another browser.

By ‘Following’ a customer, agents can transition discussions to direct or private messaging for more insightful interactions, leading to improved lead generation.

“We are glad to be the CRM solution partner with RightNow, enabling a company to delivers enhanced customer experiences,” said Rahul Iayer, enterprise solution marketing consultant at CRM Domain, in a statement. “The RightNow Cloud Monitor Agent Desktop Twitter Following complements, will allow companies to listen to and join conversations consumers on the social web delivering better customer experiences.”

“The social media platforms like Twitter, YouTube, Facebook (News - Alert) are captured under RightNow powered Community or RSS feed, making it possible for organizations to automatically capture posts related to their brand and determine next steps to address consumers’ needs,” Iayer added.

The new tight RightNow CX integrates between Intent Guide and the RightNow Knowledge Foundation. RightNow Intent Guide identifies the intent behind a query to eliminate irrelevant search results and get to the answers directly. In addition to this, Intent guide also delivers contextual offers with the answers to help customers get more out of each interaction.

“To deliver great customer experiences in today’s complex and rapidly changing business landscape where consumers have the power and every interaction matters, organizations need a platform purpose built for customer experience,” said David Vap, chief solutions officer, RightNow, in a statement. “The enhancements to RightNow CX include new knowledge management and social functionality, making RightNow CX a powerful solution for delivering premium customer experiences.”

Recently, RightNow announced that Gartner has named RightNow in the 2011 Magic Quadrant for Web Customer Service (WCS). In addition to this, RightNow also won IQPC (News - Alert) Call Center Excellence Award for Best Technology Solution Provider, multiple CRM Magazine Service Leader Awards and a place as a Leader in the Gartner Magic Quadrant for CRM Customer Service Contact Centers.