Earlier this month, RightNow formally launched its Voice Experience Manager as part of its overall Customer Experience Software Suite. The announcement reminded me that one of the high points of last month’s RightNow Summit in Colorado Springs was this brief video featuring a use case for Activision.

The video showcases a number of ways that a speech-enabled IVR (interactive voice response) system can be integrated into a positive user experience. The rapid identification of a caller, coupled with quick discovery of the purpose of a call, is just the beginning. The initial triage (problem diagnosis and remediation) was all done without the assistance of live agents. Later, when “Kurt” called back for follow up, he was transferred to a customer service rep who obviously had access to his personal information and details of the current trouble ticket.

This type of use case – indeed the introduction of RightNow’s Voice Experience Manager – marks an important development for enterprise customers who struggle to strike a balance between the reality that a large percentage of customer care interactions are still carried out over the telephone and the equally valid reality that “the customer is always on!” (meaning that the next interaction may take place over email, text message, online chat or blog post).

The Voice Experience Management Suite ultimately takes advantage of RightNow’s cloud-based architecture which, according to RightNow, houses over 6,000 pre-fabricated voice applications. The infrastructure is built on a VoiceObjects management platform (now part of Voxeo). These core capabilities are packaged by RightNow as its “Personalization Engine.” It is driven by RightNow’s foundational CX (customer experience) platform and is the mechanism that enables the voice response system to provide dynamically generated information for each caller.

The automated system feels very responsive because it keys off of previous inputs (through a variety of channels) as well as indicated preferences and interaction history.
The “intelligent transfer” is an illustration of RightNow’s newly released “Dynamic Agent Desktop.” It is the product of a partnership with SimpliCTI Inc and integrates with the Cisco UCCE and Avaya Elite call center solutions.

Categories: Articles

Tags: Voice Self Service, Contact Center, Cloud-based telephony, RightNow