Oracle RightNow Contact Center Experience

Oracle RightNow Contact Center Experience

Multi-channel contact center

4.3/5 (18 Bewertungen)

Oracle RightNow Contact Center Experience Übersicht

Oracle RightNow Contact Center Experience consists of 2 products: Oracle RightNow Dynamic Agent Desktop Cloud Service and Oracle RightNow Cobrowse Cloud Service. The former product helps agents to manage interactions coming from multiple channels through a unified agent desktop. The single platform integrated interactions from phone, web, live chat, email, online communities and social media. It also pulls data from other enterprise systems, such as billing info and shipping statuses, to offer a complete view of the customer on one screen.

Oracle RightNowDynamic Agent Desktop Cloud Service also comes with a number of guided assistance features which can be used to design specific workspaces, workflows, templates, and scripts. The SmartAssistant feature provides agents with suggested solution based on the customers' session history and keywords in the discussion thread. An interactive guide leads agents to the most appropriate answers and resolutions.

Oracle RightNow Cobrowse Cloud Service lets agents share screen with their customers and co-browse during phone or chat interactions. The tool works with all browsers including Explorer, Safari, Chrome and Firefox, as well as all operating systems. The tool is safe and secure with a range of control options such as view only, view and point, or full mouse and keyboard control. It also integrates with the agent desktop to track all support activity.

Preis

Beginnt ab
N/A
Preisoptionen
Kostenlose Testversion
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Kanada, Vereinigte Staaten von Amerika

Unterstützte Sprachen

Englisch

Oracle RightNow Contact Center Experience Bewertungen

Gesamtbewertung
4.3/5
89% Positive Bewertungen
8
Ausgezeichnet
8
Sehr gut
1
Durchschnitt
1
Gering
0
Schlecht
Kristi K.
Mit Google übersetzen

Higher Ed and malleable solution

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 3.10.2016
Quelle der Bewertung: Capterra

Our support center has used Oracle Service Cloud for 12 years. We have incorporated service, outreach, and sales across the student life-cycle - as well as using it as an intake and tracking tool for events, professional development and even book orders from faculty!

The features of Oracle Service cloud are malleable and allow us to do creative projects - including a robust e-communication outreach, analytics of our extended hour and weekend support team, as well as some flexible technical integration with the student database.

We could do even more if we had a stronger technical team - as I've seen programmers get in and it's like a kid in a candy store! If it can be defined, it can be done.

Vorteile

Flexible/malleable tool: If you can dream it, you can do it! The ease for basic users is important as people can hit the ground running. Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question. The features are common across the consoles; so there is little learning curve when navigating from one tool to another.
The training documentation available is fabulous and well-organized and there are forums of helpful people available for asking questions of a skilled community of users.

Nachteile

The sky is the limit - so it is difficult to know where to begin. Without a skilled programming team, the amazing API sits unused, even though we know we can do wondrous things with the tools available.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
April M.
Mit Google übersetzen

Good customer service record keeping tool

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 31.3.2019
Quelle der Bewertung: Capterra

Right Now is truly a good customizable tool that interacts with many other types of software.
It is a very useful and multifunctional software for customer service, order management and call management.

Vorteile

I use this software at work as a work-from-home customer support agent. I works perfectly in sync with our voice phone software and with our online store.
It is so convenient to have Right Now to automatically pull up a customer's information and just a click to review all of their call history.
Once you enter the order number, it's only one click to open the order in the online shopping cart software.
We have a searchable knowledge base in Right Now that we use all the time and it is very good at pulling up the most relevant results.
We can create call tags and plus send emails to managers, our service providers and customers.

Nachteile

It's a little slow sometimes. There seems to be a delay sometimes, but it could also be that it is working with many programs and keeping them all in sync. It's not too bad of a delay, but could be a little faster.

Verteilung der Bewertung

Bedienkomfort

Weiterempfehlungsquote

9.0/10
Josh P.
Mit Google übersetzen

Excellent platform! Wish Oracle didn't take over...

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 17.10.2016
Quelle der Bewertung: Capterra

RightNow was a fantastic service cloud solution for customer support. The CRM system provided much flexibility for setting up custom business processes, workflows, and creating a fully custom backend and frontend display. Unfortunately, when Oracle took over and bought the platform in 2011, service started to decline and many formal processes that were not previously implemented were put into place. This created unnecessary roadblocks in advancing development of the product. As a product itself, however, RN is fantastic, and I hope the advantages of the product continue to outshine the negatives mentioned!

Vorteile

Ease of use, customization ability, built-in reporting, workflows.

Nachteile

Working with Oracle (processes).

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

8.0/10
Chandra B.
Mit Google übersetzen

Oracle Right Now

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 13.4.2019
Quelle der Bewertung: Capterra

I use it daily. Right Now is a great product. I highly recommend it!

Vorteile

This cloud product is great for our customer support. We have used the live chat feature for several years. It is very easy to learn and use. When our customers have a question, ti is a great way for them to communicate with us through chat - right now. We get hundreds of chats a day.

Nachteile

I myself have not had any issues with this software and we use it 6 days a week.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
Baljeet S.
Mit Google übersetzen

Excellent CRM for Customer

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 13.10.2016
Quelle der Bewertung: Capterra

Great Software, I have been using this software since last 5 years. It really improved my customer experience and built good relationship with them

Vorteile

Incident Management, Staff Account, Contact Management, Marketing Campaign etc

Nachteile

RightNow Agent Console do not have mobile version but they have Mobile version for customer portal

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort

Weiterempfehlungsquote

10.0/10

Oracle RightNow Contact Center Experience Preis

Beginnt ab
N/A
Preisoptionen
Kostenlose Testversion
Preis-Leistungs-Verhältnis

Please contact Oracle for a price quote based on your needs.

Oracle RightNow Contact Center Experience Funktionen

  • Chat
  • E-Mail-Integration
  • Kontakt-Historie
  • Multi-Channel-Kommunikation
  • Social-Media-Integration
  • Sofortnachrichten
  • Wissensbasis-Management
  • Workflow-Management

  • API
  • Aktivitäts-Dashboard
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • CRM-Integration
  • Echtzeitüberwachung
  • Integration von Dritten
  • Kundenspezifisches Branding
  • Priorisierung
  • Support Ticket Management
  • Umfragen & Feedback
  • Überwachung

Zusätzliche Informationen für Oracle RightNow Contact Center Experience

Schlüssel-Features von Oracle RightNow Contact Center Experience

  • Agent workflows, templates & scripts
  • Custom workspaces
  • Dynamic agent guidance
  • Guided assistance
  • Multichannel interaction management
  • Phone or chat co-browse
  • Screen sharing/ co-browsing
  • SmartAssistant
  • Telephony system integration
  • Unified agent desktop
  • Unified enterprise data

Vorteile

  • Oracle RightNow Cobrowse Cloud Service: Share screens and cobrowse with customers to solve issues and provided guided self-service.

  • Oracle RightNow Dynamic Agent Desktop Cloud Service: Includes guided workflows, scripting, and assistance.

  • Centralize information from disparate systems such as shipping info, RMA, and billing details.

  • Use the SmartAssistant to get possible solutions to questions or issues based on the customer session history or keywords.

  • Unified desktop: Manage all interactions coming from multiple channels including voice, web, email, chat, co-browse, online communities, and social media.

  • Oracle RightNow Contact Center Experience Häufig gestellte Fragen

    Weiter unter folgen häufig gestellte Fragen über Oracle RightNow Contact Center Experience.

    F. Welche Preispläne bietet Oracle RightNow Contact Center Experience an?

    Oracle RightNow Contact Center Experience bietet folgende Kostenpläne an:

    Kostenlose Testversion: Nicht verfügbar

    Please contact Oracle for a price quote based on your needs.

    F. Was sind die Hauptfunktionen von Oracle RightNow Contact Center Experience?

    Oracle RightNow Contact Center Experience bietet die folgenden Funktionen:

    • Agent workflows, templates & scripts
    • Custom workspaces
    • Dynamic agent guidance
    • Guided assistance
    • Multichannel interaction management
    • Phone or chat co-browse
    • Screen sharing/ co-browsing
    • SmartAssistant
    • Telephony system integration
    • Unified agent desktop
    • Unified enterprise data

    F. Wer sind die typischen Nutzer von Oracle RightNow Contact Center Experience?

    Oracle RightNow Contact Center Experience hat die folgenden typischen Kunden:

    Großunternehmen, Mittlere Unternehmen

    F: Welche Sprachen werden von Oracle RightNow Contact Center Experience unterstützt?

    Oracle RightNow Contact Center Experience unterstützt die folgenden Sprachen:

    Englisch

    F. Welche Preispläne bietet Oracle RightNow Contact Center Experience an?

    Wir haben keine Informationen über die Preispläne von Oracle RightNow Contact Center Experience

    F. Unterstützt Oracle RightNow Contact Center Experience mobile Geräte?

    Wir haben keine Informationen darüber, welche Geräte Oracle RightNow Contact Center Experience unterstützt

    F. Mit welchen anderen Applikationen integriert Oracle RightNow Contact Center Experience?

    Oracle RightNow Contact Center Experience kann in folgende Anwendungen integriert werden:

    Agent.ai, Bright Pattern, Conversocial, Dell Boomi, Dimelo, Help Desk Migration, Yonyx

    F. Welche Varianten der Kundenbetreuung bietet Oracle RightNow Contact Center Experience an?

    Oracle RightNow Contact Center Experience bietet folgende Optionen für Kundensupport:

    Online-Support