Customer service systems firm RightNow Technologies has upgraded its customer relationship management suite and launched two add-ons aimed at businesses with telesales and self-service operations.
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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 CRM 7.5 software also integrates computer telephony, with a desktop "click to dial" function.
Simultaneously, the company has launched RightNow Telesales, automating the handling of inbound and outbound telephone sales calls. The system allows sales managers to run multi-stage telephone sales 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, using “decision-tree” logic.
SmartGuide uses artificial intelligence technology to improve automatically its own effectiveness over time by “learning” from each user’s interactions.