PC manufacturer Alienware has chosen RightNow's on demand customer service and support offering to replace Siebel as its contact centre solution covering the phone, email and web channels.

Alienware selected RightNow over Siebel. "We had previously attempted to use a solution from Siebel, however we went with RightNow because it better matched our business needs" said Humberto Organvidez, Executive Vice-President/Chief Technology Officer for Alienware.

Alienware's call centre staff hope that the use of RightNow will increase first call resolution and improve overall customer satisfaction. In the next stage of its implementation, Alienware plans to integrate RightNow with its new Avaya phone system.

"We are committed to building a top-notch customer service infrastructure aimed at enhancing our award-winning support" Organvidez said. "The implementation will allow service agents to focus on more complex issues while customers have the capability of resolving queries through self-service channels".