Additional information for Oracle RightNow Contact Center Experience
Key features of Oracle RightNow Contact Center Experience
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- Dynamic agent guidance
- Agent workflows, templates & scripts
- Unified agent desktop
- Screen sharing/ co-browsing
- Phone or chat co-browse
- Guided assistance
- Custom workspaces
- Multichannel interaction management
- Unified enterprise data
- Telephony system integration
Oracle RightNow Cobrowse Cloud Service: Share screens and cobrowse with customers to solve issues and provided guided self-service.
Oracle RightNow Dynamic Agent Desktop Cloud Service: Includes guided workflows, scripting, and assistance.
Centralize information from disparate systems such as shipping info, RMA, and billing details.
Use the SmartAssistant to get possible solutions to questions or issues based on the customer session history or keywords.
Unified desktop: Manage all interactions coming from multiple channels including voice, web, email, chat, co-browse, online communities, and social media.