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

Oracle RightNow Contact Center Experience

Multi-channel contact center

4.6/5 (15 reviews)

Oracle RightNow Contact Center Experience overview

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.

Pricing

Value for money
View Pricing Plans

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
  4.5
  4.1
  4.0
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. 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.

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

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Baljeet Singh

Excellent CRM for Customer

Used daily for 2+ years
Reviewed 2016-10-13
Review Source: Capterra

Great Software, I have been using this software since last 5 years. It really improved my customer experience and built good relationship with them Incident Management, Staff Account, Contact Management, Marketing Campaign etc

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AYANNA JOHNSON

Supervisor Customer Service

Used daily for 2+ years
Reviewed 2016-10-18
Review Source: Capterra

Very easy to use and train new hires on. Navigating was easy and the set up was easy to explore. I used Oracle when inputting student orders, collecting payments, refunding students or just updating student information. Oracle worked well with RightNow.Easy usage

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Jillian Schneider

Great idea!

Used daily for 1-2 years
Reviewed 2017-01-25
Review Source: Capterra

I really like the idea of right now. It makes dealing with multiple email address a lot easier. The overall look is something that needs some work and the search function could be easier to use. I do not like the fact that you have to create contacts/import names and emails in the system before sending emails. Its not great for the one off emails. Being able to be in multiple email boxes.

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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
Contact History
Customizable Templates
Email Integration
Instant Messaging
Knowledge Base
Multi-Channel Communication
Social Media Integration
Workflow Management

API (145 other apps)
Activity Dashboard (63 other apps)
Automatic Notifications (70 other apps)
CRM Integration (61 other apps)
Customizable Branding (63 other apps)
Monitoring (69 other apps)
Prioritizing (58 other apps)
Reporting & Statistics (76 other apps)
Surveys & Feedback (63 other apps)
Third Party Integration (80 other apps)
Ticket Management (56 other apps)

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
View All Features

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.