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RightNow expands CX suite with new Twitter capabilities

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9th Sep 2011
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A new release of customer experience suite RightNow CX includes new Twitter capabilities to help service agents ensure great customer experiences on the social Web, the company says.                                                           

RightNow CX boasts new features to boost its suite of applications designed to help companies improve consumer experiences and interactions.
An Agent Desktop Twitter Following feature allows service agents to ‘Follow’ customers directly from within the RightNow Desktop, without the need to launch a separate browser and log onto Twitter. By ‘Following’ a customer, agents can transition discussions to direct or private messaging for more insightful interactions.
Meanwhile its social media monitoring tool, Cloud Monitor, allows companies to listen to and join in conversations consumers are having on the social web. Cloud Monitor makes it possible for organisations to automatically capture posts on Twitter, YouTube, Facebook, within a RightNow powered Community or RSS feed from the blogosphere, related to their brand and determine next steps to address consumers’ needs.
“RightNow continues to innovate and build new capabilities that help power great experiences for the world’s leading consumer organisations.  The enhancements to RightNow CX include new knowledge management and social functionality, making RightNow CX a powerful solution for delivering premium customer experiences,” said David Vap, chief solutions officer at RightNow.
Another feature, RightNow Intent Guide, identifies the intent behind a query to eliminate irrelevant search results and get to the answers that customers are seeking. Intent Guide can also deliver contextual offers with the answers to help customers get more out of each interaction.
The suite also offers increased personalisation of service and marketing emails.

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