RightNow Technologies has upgraded its customer
relationship management suite and launched two add-ons to automate
telesales and self-service operations.
RightNow CRM 7.5 has new features in all three of its marketing,
sales and service components, including the addition of SMS text
messaging as a marketing communications channel.
The RightNow sales component is now more tightly integrated with
Microsoft Outlook e-mail, calendar, contact and task management
systems. It also provides a searchable library of sales
information, such as product collateral and competitive
analyses.
The company has also launched RightNow Telesales, which
automates the handling of telesales calls. It allows sales managers
to run multi-stage telesales campaigns, create segmented call
lists, assign calls to sales staff and distribute sales
scripts.
The new RightNow SmartGuide product is designed to improve
customer service by guiding customers or service staff to the
information they need through a series of diagnostic questions.
