Oracle RightNow Contact Center Experience Pricing, Features, Reviews & Comparison of Alternatives

Oracle RightNow Contact Center Experience

Multi-channel contact center

4.35/5 (20 reviews)

Oracle RightNow Contact Center Experience overview

What is Oracle RightNow Contact Center Experience?

Oracle RightNow Contact Center Experience consists of 2 products: Oracle RightNow Dynamic Agent Desktop Cloud Service and Oracle RightNow Cobrowse Cloud Service. The former product helps agents to manage interactions coming from multiple channels through a unified agent desktop. The single platform integrated interactions from phone, web, live chat, email, online communities and social media. It also pulls data from other enterprise systems, such as billing info and shipping statuses, to offer a complete view of the customer on one screen.

Oracle RightNowDynamic Agent Desktop Cloud Service also comes with a number of guided assistance features which can be used to design specific workspaces, workflows, templates, and scripts. The SmartAssistant feature provides agents with suggested solution based on the customers' session history and keywords in the discussion thread. An interactive guide leads agents to the most appropriate answers and resolutions.

Oracle RightNow Cobrowse Cloud Service lets agents share screen with their customers and co-browse during phone or chat interactions. The tool works with all browsers including Explorer, Safari, Chrome and Firefox, as well as all operating systems. The tool is safe and secure with a range of control options such as view only, view and point, or full mouse and keyboard control. It also integrates with the agent desktop to track all support activity.
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Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
Oracle RightNow Contact Center Experience screenshot: Oracle RightNow Contact Center Experience unified desktopRightNow CX Contact Center Demo wmvOracle RightNow Contact Center Experience screenshot: Oracle RightNow Dynamic Agent Desktop Cloud Service

Oracle RightNow Contact Center Experience reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.2
  4.0
  4.2
Ritu sharma

Oracle right now

Used weekly for 2+ years
Reviewed 2018-12-13
Review Source: Capterra

The overall experience is very great.i really like the contact management and staff account.as per the consideration of navigation and setup ,as well as dealing with multiple user is very easy.

Pros
This is very fantastic and easy to use software.it has customization ability as well as in built reporting functionality.servise cloud solution for customer support is very good feature.

Cons
The cons that I think is mobile version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Kristi Karels

Higher Ed and malleable solution

Used daily for 2+ years
Reviewed 2016-10-03
Review Source: Capterra

Our support center has used Oracle Service Cloud for 12 years. We have incorporated service, outreach, and sales across the student life-cycle - as well as using it as an intake and tracking tool for events, professional development and even book orders from faculty! The features of Oracle Service cloud are malleable and allow us to do creative projects - including a robust e-communication outreach, analytics of our extended hour and weekend support team, as well as some flexible technical integration with the student database. We could do even more if we had a stronger technical team - as I've seen programmers get in and it's like a kid in a candy store! If it can be defined, it can be done.

Pros
Flexible/malleable tool: If you can dream it, you can do it! The ease for basic users is important as people can hit the ground running. Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question. The features are common across the consoles; so there is little learning curve when navigating from one tool to another. The training documentation available is fabulous and well-organized and there are forums of helpful people available for asking questions of a skilled community of users.

Cons
The sky is the limit - so it is difficult to know where to begin. Without a skilled programming team, the amazing API sits unused, even though we know we can do wondrous things with the tools available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Cristy Lemus

RIghtNow Review

Used daily for 2+ years
Reviewed 2018-12-18
Review Source: Capterra

Overall, it's organized, up-to-date and easy to navigate within the platform.

Pros
I enjoyed the chat feature that allows our team to easily view when a chat is coming through. I also enjoyed the filtering options for each specific queue to where you can view the oldest to newest and have each queue on a different tab. This helps in organization within the different working queues.

Cons
I do not like that RightNow cannot seem to handle large volume of transactions. I have to restart the application after a few tickets worked.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 6/10

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APRIL MARTIN

Good customer service record keeping tool

Used daily for 1-2 years
Reviewed 2019-03-31
Review Source: Capterra

Right Now is truly a good customizable tool that interacts with many other types of software. It is a very useful and multifunctional software for customer service, order management and call management.

Pros
I use this software at work as a work-from-home customer support agent. I works perfectly in sync with our voice phone software and with our online store. It is so convenient to have Right Now to automatically pull up a customer's information and just a click to review all of their call history. Once you enter the order number, it's only one click to open the order in the online shopping cart software. We have a searchable knowledge base in Right Now that we use all the time and it is very good at pulling up the most relevant results. We can create call tags and plus send emails to managers, our service providers and customers.

Cons
It's a little slow sometimes. There seems to be a delay sometimes, but it could also be that it is working with many programs and keeping them all in sync. It's not too bad of a delay, but could be a little faster.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 9/10

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Josh Palmeri

Excellent platform! Wish Oracle didn't take over...

Used daily for 2+ years
Reviewed 2016-10-17
Review Source: Capterra

RightNow was a fantastic service cloud solution for customer support. The CRM system provided much flexibility for setting up custom business processes, workflows, and creating a fully custom backend and frontend display. Unfortunately, when Oracle took over and bought the platform in 2011, service started to decline and many formal processes that were not previously implemented were put into place. This created unnecessary roadblocks in advancing development of the product. As a product itself, however, RN is fantastic, and I hope the advantages of the product continue to outshine the negatives mentioned!

Pros
Ease of use, customization ability, built-in reporting, workflows.

Cons
Working with Oracle (processes).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Oracle RightNow Contact Center Experience pricing

Please contact Oracle for a price quote based on your needs.

Oracle RightNow Contact Center Experience features

Chat
Email Integration
Instant Messaging
Knowledge Base Management
Multi-Channel Communication
Social Media Integration
Workflow Management

API (213 other apps)
Activity Dashboard (109 other apps)
Alerts / Escalation (73 other apps)
Automatic Notifications (103 other apps)
CRM Integration (85 other apps)
Customizable Branding (118 other apps)
Monitoring (108 other apps)
Multi-Language (73 other apps)
Real Time Monitoring (75 other apps)
Reporting & Statistics (123 other apps)
Support Ticket Management (77 other apps)
Surveys & Feedback (87 other apps)
Third Party Integration (142 other apps)

Videos and tutorials

Additional information for Oracle RightNow Contact Center Experience

Key features of Oracle RightNow Contact Center Experience

  • Dynamic agent guidance
  • Agent workflows, templates & scripts
  • SmartAssistant
  • 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
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Benefits

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.