21 May 2003 - RightNow Technologies, the world's leading provider of hosted customer service and support solutions, today announced the availability of integration of its RightNow eService Centre solution with Cisco System's ICM platform. Called RightFit(tm) for Cisco ICM, it enables customer service organisations to create seamless, customisable links between their automated call distribution systems and their RightNow customer service management environments.
RightFit for Cisco ICM provides this seamless integration for both hosted and internally deployed RightNow systems.
This means Cisco ICM applications can retrieve data from RightNow customer databases to populate screen pops. RightNow can also display all incident management data and knowledge base content on Cisco ICM application screens. This integration allows RightNow to act as the central repository for all customer data, incident management, and customer service knowledge.
"As RightNow has evolved into the central platform for our customers' service and support operations, customers have asked us to provide the necessary integrations with their other strategic customer-facing and back-office applications," says Sean Forbes, vice president of marketing and business development at RightNow. "RightFit for Cisco ICM is a prime example of RightNow's responsiveness to this business need, and it fulfills all the functional requirements of a true multi-channel contact centre."
RightNow communicates with Cisco ICM and other third-party applications via XML, providing flexible standards-based integration that can be readily adapted to specific customer requirements. RightNow and Cisco ICM were integrated in two weeks, and the entire solution was operational in four weeks in a 300-seat call centre at Belgacom Skynet, one of Belgium's leading Internet service providers.
A seemingly complex challenge was simplified by RightNow's flexible, seamless eService Centre.
"Both the Cisco and the RightNow systems are very open, and we could see that the integration would be easy," says Jean-Pierre Masini of Dimension Data, the organisation that led the integration. "The Cisco system interacts directly with RightNow eService Centre, generating cases, fetching specific data and updating cases."
RightFit for Cisco ICM is available today.
Press Release Contact:
The Whiteoaks Consultancy Limited
Tel: +44 (0) 1252 727313