Oracle RightNow Dynamic Agent Desktop Cloud Service

Fast, Accurate, Consistent Information across All Channels

Oracle RightNow Dynamic Agent Desktop Cloud Service enables you to deliver superior customer experiences by unifying enterprise systems and guiding call center agents through business processes across channels, agent pools, and geographies. Capture, track, assign, and manage customer requests, from initial contact through resolution across all channels, including social media.

  • Oracle RightNow Dynamic Agent Desktop Cloud Service
 
Feature Benefit
Dynamic Guidance
  • Guide agents with relevant knowledge, workflow, templates, and scripts
  • Increase agent productivity and streamline processes
  • Create business processes based on best practices
  • Design workspaces that change based on customer, interaction, and agent skills
SmartAssistant
  • Provides agents possible solutions to a question or issue based on the current session history or the keywords in an incident's discussion thread
  • Leverages knowledge foundation to suggest answers, reduce agent handle times, and ensure consistent, high quality customer service

Guided Assistance

  • Provides an interactive guide to lead agents to the appropriate answer or resolutions to solve customer problems
Unified Enterprise Data
  • Centralize disparate enterprise data—such as order and shipping status, RMA, and address look-up—into the agent desktop
  • Capture all channel communications into a single customer record

Unified Agent Desktop

  • Manage all customer interaction channels from a unified, consistent interface
  • Multi-Channel solutions include: Voice self-service and intelligent routing, Web self-service, Email response management, Chat, Co-browse, Feedback, Support Communities, Social media monitoring and management
  • Integrates with leading telephony systems
Configure Not Code
  • Quickly adapt the system to meet changing business needs

Cloud Delivery

  • Quickly scale up or down to meet your unique requirements
  • Mission Critical infrastructure to increase compliance and lower the costs of managing risk through the strictest security standards and guaranteed consistent performance
 
 
 
 

Engage a Sales Expert

  • 1-866-630-7669

Contact Sales for Product pricing and licensing questions.


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30-Day Trial
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