Oracle RightNow Contact Center Experience Features

Oracle RightNow Contact Center Experience

Multi-channel contact center

4.7/5 (10 reviews)

Oracle RightNow Contact Center Experience Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (62 other apps)
CRM Integration (54 other apps)
Chat (136 other apps)
Contact History (54 other apps)
Customizable Branding (56 other apps)
Email Integration (61 other apps)
Instant Messaging (70 other apps)
Knowledge Base (84 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (57 other apps)
Surveys & Feedback (59 other apps)
Third Party Integration (70 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

Oracle RightNow Contact Center Experience Feature Reviews

9 reviewers had the following to say about Oracle RightNow Contact Center Experience's features:

Baljeet Singh

Excellent CRM for Customer

2016-10-13

Great Software, I have been using this software since last 5 years. It really improved my customer experience and built good relationship with them

Pros

Incident Management, Staff Account, Contact Management, Marketing Campaign etc

Cons

RightNow Agent Console do not have mobile version but they have Mobile version for customer portal

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Oracle RightNow Contact Center Experience

Feasibility, easy to customise, configure according to business need

Source: Capterra
Helpful?   Yes   No
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Kristi Karels

Higher Ed and malleable solution

2016-10-03

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.

Pros

Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question.

Cons

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Josh Palmeri

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

2016-10-17

The CRM system provided much flexibility for setting up custom business processes, workflows, and creating a fully custom backend and frontend display.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
( company, 51-200 employees)

Grear platform for customer service

2018-03-31

Pros

It's possible to use it with different channels, it's highly intuitive, it has several reports, you are always communicated with customer

Cons

You have to make several administrative tasks in a desktop agent which it's quite bothersome, the interface could be updated to be more modern

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Baljeet Singh

Best CRM ever used

2016-10-03

Great features, user friendly, compatible with third party software

Rating breakdown

Value for money
Ease of use
Features
Source: Capterra
Helpful?   Yes   No
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Daniel Pacheco

Oracle Right Now. Highly effective tool.

2018-04-09

Pros

Oracle RightNow, has an integrated channel for customer services.

Cons

The control panel is not very intuitive and allows very few modifications and adaptations. The user support is the same as other Oracle products. It leaves a lot to talk about.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No
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Jillian Schneider

Great idea!

2017-01-25

I do not like the fact that you have to create contacts/import names and emails in the system before sending emails.

Pros

Being able to be in multiple email boxes.

Cons

Search function is not easy

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Jillian schneider

Love the idea, but the platform needs some help

2016-10-03

The idea behind Right Now is great for anyone that uses multiple email addresses. the overall look and ease of use needs some updates.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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AYANNA JOHNSON

Supervisor Customer Service

2016-10-18

Very easy to use and train new hires on.

Pros

Easy usage

Cons

n/a

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more