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Customer Service Leaders Genesys and RightNow Deliver Integrated Solution for Customer Interaction Management, Voice Self-Service and Multi-Channel Contact


RightNow® Technologies (NASDAQ: RNOW) and Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced they have tightly integrated their customer service application suites and will deliver a joint offering available by the end of May. The joint solution, which expands the existing relationship between Genesys and RightNow, brings together the Internet and contact center, and 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, and provides that agent with the customer’s history and context of his or her self-service session. Because the agent is armed with complete customer information via a multi-channel agent desktop, they can also maximize cross- and up-sell opportunities while delivering consistently relevant customer service.

“The bar is being raised in customer service, and customers want a seamless experience across the Internet and the contact center,” said Wes Hayden, president and CEO of Genesys. “We are excited to be working with RightNow to offer companies an easy way to connect RightNow’s next-generation CRM solution with Genesys customer interaction solutions. It helps enterprises migrate to an on- demand model and deliver the stellar customer experiences that can increase customer loyalty and drive revenue.”

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.

“Genesys is clearly the industry leader in customer interaction management with a major market presence. Our relationship with Genesys underscores the prevalence of on- demand CRM in the enterprise,” said Greg Gianforte, CEO of RightNow. “As our solutions continue to gain traction in large contact centers, our clients requested sophisticated interoperability with customer interaction management solutions. By working with Genesys, we are able to help companies deliver exceptional customer experiences.”


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