Overstock.com Inc. has selected RightNow Technologies Inc., to help the online retailer increase the quality and efficiency of customer interactions across all contact centers and communication channels.
Salt Lake City, UT-based Overstock.com also expects to achieve greater operational efficiencies throughout its multiple global contact centers.
Bozerman, MT-based RightNow will provide Overstock.com with solutions for its internal contact center, domestic and overseas outsourcers, and its Web and voice self-service systems.
In addition, RightNow’s solutions will unify these separate operations into a single, customer care environment to help Overstock.com achieve a high-quality experience across phone, e-mail and web channels.
Overstock.com said it selected RightNow after an extensive evaluation of offerings from other vendors, and the company was chosen based on the tight alignment between its capabilities and Overstock.com’s business needs, as well as other factors such as ease-of-use and proven success.