VoltDelta OnDemand Enables RightNow Technologies CRM with Contact Center On Demand
09 Agosto 2011 - 5:26PM
Business Wire
VoltDelta OnDemand Solutions, a leading provider of virtual
contact center and voice self-service solutions with international
reach, announced today the availability of its Delta On-Call
virtual contact center with RightNow CX, the customer experience
suite. Delta On-Call with RightNow CX empowers customer care
organizations by enabling call center personnel to be located
virtually anywhere with remote supervisory control and agent
flexibility to improve customer care across telephony, web, email
and social media channels.
Delta On-Call now provides intelligent call routing, queue
management and a wide range of agent resources integrated with
RightNow CX agent desktop screens. Caller information delivered by
VoltDelta’s virtual contact infrastructure immediately populates
configurable RightNow CX fields to help reduce questions and
minimize call handle time through intelligence. Graphical tools
visible as a media ribbon to agents make it easy to conference in a
supervisor, request assistance from another agent, transfer the
call to a more appropriate department, and other agent directed
functions contributing toward a superior contact center
experience.
“RightNow CX with VoltDelta OnDemand is a powerful,
multi-channel solution for delivering exceptional customer
experiences via distributed contact centers and home agents,” said
Dean Brown, Vice President of Global Channel Sales, RightNow.
“VoltDelta’s billion call reliability and international
hosting center presence for virtual contact center and voice
self-service gives RightNow CX clients a powerful new option to
extend their Contact Center capabilities.”
VoltDelta’s virtual contact center solution with RightNow CX are
implemented as a web service to reduce deployment effort, training
requirements and costs for distributed agents. As a result, only
three Microsoft Windows-based software components are required;
RightNow’s CX software, VoltDelta’s plug-in (Delta On-CallRN), and
SIP softphone software.
“So many customer care organizations today are saddled with the
competitive disadvantage of legacy agent infrastructures and
expensive CRM systems,” said Terry Saeger, SVP and GM of VoltDelta
OnDemand Solutions. “VoltDelta’s virtual contact center with
RightNow CX makes it easy to step up more flexible and intelligent
multi-channel customer care that will improve satisfaction and
reduce costs without capital investment.”
About RightNow
RightNow is helping rid the world of bad experiences one
consumer interaction at a time, eight million times a day. RightNow
CX, the customer experience suite, helps organizations deliver
exceptional customer experiences across the web, social networks
and contact centers, all delivered via the cloud. With more than
ten billion customer interactions delivered, RightNow is the
customer experience fabric for nearly 2000 organizations around the
globe. To learn more about RightNow, go to www.rightnow.com.
About VoltDelta® On-Demand Solutions
Part of Volt Information Sciences, VoltDelta OnDemand provides
automated voice recognition and Contact Center On Demand (CCOD)
solutions that enable and enhance customer care while automating
core processes to help reduce costs. The company supports more than
2.4 billion calls and 2 billion SMS messages per year with 99.99%
reliability and international reach to enhance customer care for
leading organizations worldwide. For more information, please
visit: www.voltdelta.com/OnDemand.
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