RightNow, UCN Partner on Contact Center Solution

RightNow Technologies and UCN will team up to deliver an on-demand contact center solution, the companies announced today.

The partnership will combine RightNow’s on-demand CRM applications for customer service and UCN’s hosted communications infrastructure for call centers in a system that will allow clients to implement advanced contact center capabilities quickly and without having to take on costs associated with the installation, integration and maintenance of the internal software-and-hardware infrastructure.

Blending Features

UCN’s scalable inContactT contact center suite features interactive voice response, automated call distribution, skills-based routing, computer telephony integration,inbound/outbound call blending and additional features, all on a pay-as-you-go basis.

InContact is part of the UCN Intelligent Network, a national network supported bymany major carriers, offering competitive long distance pricing and simplified billing process.

RightNow’s customer service and support application, RightNow ServiceT, enables contact centers to manage customer inquiries via phone, email, Web self-service, live chat and voice self-service. RightNow Service also features Offer Advisor, which selects targeted offers/promotions based on each customer’s purchase history/demographics.

The companies say that by integrating their offerings, companies of all sizes will be able to gain competitive advantage via the combined system’s superior customer support features.

Easier Access

Paul Jarman, president of UCN, said, “Our partnership with RightNow brings leading-edge contact center applications and infrastructure technology within reach of many businesses.”

Greg Gianforte, CEO and founder of RightNow, said, “In addition to lower total cost of ownership and faster implementation time, the on demand contact center solution model allows our joint customers to take advantage of the latest contact center innovations without having to overhaul the underlying architecture.”

“RightNow’s partnership with UCN enables our joint customers to implement advanced contact center functionality with ease and, ultimately, deliver better service experience for their customers,” Gianforte said.