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RightNow August 09 features a business process designer which can walk an agent through multiple processes and workspaces during even complex interactions with customers.
The software also allows managers to quickly create new business process flows by simply dragging and dropping, and can run automated tasks in the background, such as updating contacts, again boosting the efficiency of customer support staff, the firm said.
The updates complement existing functionality such as guided navigation, which helps agents find the right answers to customer queries, thus lowering resolution times, according to RightNow.
"With RightNow, our agents are able to get the right information at the right time during the support process," said Claudia Lowman, general manager of customer support at Real Networks.
"The RightNow agent desktop, along with guided assistance, helps to reduce call times and improves customer satisfaction."
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