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.