VoltDelta OnDemand Enables RightNow Technologies CRM with Contact Center On Demand
VoltDelta’s”10 Billion Call Proven” Virtual Contact Center Infrastructure Now Integrated with RightNow CX Desktops
NEW YORK (August 09, 2011) – VoltDelta OnDemand Solutions, a leading provider of virtual contact center and voice self-service solutions with international reach, announced today the availability of its Delta On-Call virtual contact center with RightNow CX, the customer experience suite. Delta On-Call with RightNow CX empowers customer care organizations by enabling call center personnel to be located virtually anywhere with remote supervisory control and agent flexibility to improve customer care across telephony, web, email and social media channels.
Delta On-Call now provides intelligent call routing, queue management and a wide range of agent resources integrated with RightNow CX agent desktop screens. Caller information delivered by VoltDelta’s virtual contact infrastructure immediately populates configurable RightNow CX fields to help reduce questions and minimize call handle time through intelligence. Graphical tools visible as a media ribbon to agents make it easy to conference in a supervisor, request assistance from another agent, transfer the call to a more appropriate department, and other agent directed functions contributing toward a superior contact center experience.
“RightNow CX with VoltDelta OnDemand is a powerful, multi-channel solution for delivering exceptional customer experiences via distributed contact centers and home agents,” said Dean Brown, Vice President of Global Channel Sales, RightNow. “VoltDelta’s billion call reliability and
VoltDelta’s virtual contact center solution with RightNow CX are implemented as a web service to reduce deployment effort, training requirements and costs for distributed agents. As a result, only three Microsoft Windows-based software components are required; RightNow’s CX software, VoltDelta’s plug-in (Delta On-CallRN), and SIP softphone software.
“So many customer care organizations today are saddled with the competitive disadvantage of legacy agent infrastructures and expensive CRM systems,” said Terry Saeger, SVP and GM of VoltDelta OnDemand Solutions. “VoltDelta’s virtual contact center with RightNow CX makes it easy to step up more flexible and intelligent multi-channel customer care that will improve satisfaction and reduce costs without capital investment.”
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.
About VoltDelta® On-Demand Solutions
Part of Volt Information Sciences, VoltDelta OnDemand provides automated voice recognition and Contact Center On Demand (CCOD) solutions that enable and enhance customer care while automating core processes to help reduce costs. The company supports more than 2.4 billion calls and 2 billion SMS messages per year with 99.99% reliability and international reach to enhance customer care for leading organizations worldwide. For more information, please visit: www.voltdelta.com/OnDemand.
Source: RightNow