RightNow Voice Incident Management compliments existing online issue reporting and tracking strategies by extending the availability of web-based case management systems to anyone with a phone. Incident Management enhances the overall customer experience by giving callers the power, convenience and functionality of centralized case management solutions.
Customers don't appreciate waiting on hold to report an issue. Give your customers freedom from this frustrating situation and make it easier and more pleasant to do business with your company. When a customer calls to report an issue and there isn't an agent immediately available, they are simply transferred to the Incident Management service to open an incident record. The call can then either be routed by the number dialed, or the system can prompt the caller to speak the name of the product category and/or keyword for routing and resolution.
Incident Management will automatically collect the caller's ANI (or SIP address) and check the database for any existing customer records with which to populate the customer-related fields in the incident record. Once the record is created, the system can prompt the caller to speak the name of the product, category and/or any keywords that best classifies the reason for the call. Next, the caller will be prompted to speak their issue, which will be recorded in a .wav file format and attached to the incident record for agent playback. When completed, Incident Management will route the incident record to the appropriate agent queue based on pre-configured instructions, and will announce the tracking number back to the caller for future reference. When the agent opens the incident record, the collected information will be displayed along with the recorded attachment and a prioritized list of the most relevant answer based on the category and keywords provided.
CTI (computer telephony integration) can also be used to automatically open a caller's incident record as the call arrives at the agent desktop. Calls handled by any voice application that still require further assistance from an agent can be partially automated. This gives callers an efficient experience, as it won't be necessary for agents to ask questions that have already been answered and logged in the Incident Management system.
Because we know that your business is dynamic and customers are impatient, RightNow is committed to helping you quickly adapt to your customers' needs. As part of Day1 Advantage™, where you start with results and build on success, we offer managed services that guide you through your voice implementation and provide continuous support for your voice solution. [more…]
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Automation Group International, Inc, supplies CRM Solutions (Sales Force Automation, Marketing Automation and Customer Serivice Automation) and Services in the following American States and cities. To find out more on each area, and what we can fo for you to automate your business, please click here.
Texas, Florida, Alabama, Georgia, South Carolina, North Carolina, Louisiana, Mississippi, Fort Lauderdale-Hollywood-Pompano Beach, Jacksonville, Miami-Hialeah, Orlando, Tampa-St Petersburg-Clearwater, West Palm Beach-Boca Raton-Delray Beach, Birmingham, Atlanta, New Orleans, Austin, Dallas, Ft Worth-Arlington, Houston, San Antonio, Greenville-Spartanburg, Charlotte-Gastonia-Rock Hill, Greensboro-Winston-Salem-High Pt, Raleigh-Durham, Daytona Beach, Fort Myers-Cape Coral, Lakeland-Winter Haven, Melbourne-Titusville-Palm Bay, Pensacola, Sarasota, Tallahassee, Huntsville, Mobile, Montgomery, Augusta, Jackson, Baton Rouge, Lafayette, Shreveport, Beaumont-Port Arthur, Corpus Christi, El Paso, Mcallen-Edinburg-Mission, Charleston.
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