Genesys, RightNow deliver integrated CRM solution

RightNow Technologies and Genesys Telecommunications Laboratories Inc., an Alcatel-Lucent company, have tightly integrated their customer service application suites and will deliver a joint offering that will be available by the end of May.

The joint solution, which expands the existing relationship between San Francisco-based Genesys and Bozeman, MT-based RightNow, brings together the Internet and contact center. It will allow companies to use the complete Genesys 7.5 customer interaction management suite, including voice self-service, routing and desktop integration, with RightNow.

RightNow and Genesys will co-sell the solution.

With the joint solution, consumers can engage with companies through the Web or voice self-service, and then seamlessly transition to agent-assisted service while maintaining the context of their initial interaction. If a consumer is engaged in a self-service session and opts for agent assistance, this solution automatically selects the best agent to assist the customer at any point in time. It provides that agent with the customer's history and the context of his or her self-service session. Because the agent is armed with complete customer information via a multichannel agent desktop, they also can maximize cross- and up-sell opportunities while delivering consistently relevant customer service.

To enable the integration, RightNow has created an adapter for Genesys 7.5. The pre-built adapter simplifies the integration, minimizing deployment time and cost. The integration provided by RightNow also allows agents to easily transfer calls and associated data to other agents from within the RightNow Service desktop. A click-to-dial feature lets agents place outbound calls from within the RightNow Service desktop interface by selecting a customer contact phone number and clicking their mouse to dial. The integration also supports analytical reporting of agent performance, including agent activity, availability and call duration data that can be viewed by both agents and managers via customizable dashboards within the agent desktop.