(Source: Business Wire)
RightNow Technologies (NASDAQ:RNOW) today announced a fully tested integration between the RightNow On Demand Agent Desktop and Genesys Customer Interaction Management suite using Open Methods' RightNow Adapter. By connecting RightNow and Genesys, via OpenMethods, companies can intelligently route customer interactions to the right agent at the right time, while arming agents with relevant customer information.
In November 2008, RightNow announced a new desktop add-in framework that allows its partners to easily add new functionality to the RightNow On Demand Agent Desktop. The desktop add-in framework increases agent productivity by integrating and centralizing applications, tools, and web services into a unified RightNow On Demand Agent Desktop.
"We are pleased to announce the OpenMethods RightNow Adapter for Genesys integration as the first of many agent desktop add-ins to come. By using OpenMethods, clients that have both RightNow and Genesys can seamlessly connect these systems to make sure they deliver great customer experience regardless of where the query originates from," said David Vap, vice president of products, RightNow.
This integration has been certified by Genesys, an Alcatel-Lucent company, with a Gvalidated designation reflecting its adherence to the company's demanding integration standards. The Gvalidated designation helps companies identify applications that have met a stringent set of integration validation requirements. Only applications that carry the Gvalidated logo can claim that the integration has been developed according to Genesys-approved methods and standards, designed using Genesys tools, documented through Genesys standards and methodology, and successfully tested in a lab environment.
"The OpenMethods RightNow Adapter has been rigorously tested to meet the most stringent Genesys requirements to successfully pass the Gvalidation process. Gvalidation, more than any other certification process, strongly assures a streamlined deployment of high quality partner solutions for joint clients." Arnaud Kraajvanger, vice president worldwide marketing programs, Genesys
OpenMethods Links RightNow and Genesys
The RightNow On Demand Agent Desktop makes it possible for contact center agents to deliver contextually relevant information to customers across all touch points -- phone, email, and chat.
Using Genesys, contact centers are able to route and process interactions, connecting customers to the best available agent -- fast.
