RightNow CX General Review by a System Engineer
November 26, 2013

RightNow CX General Review by a System Engineer

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

RightNow

Overall Satisfaction with RightNow

Pros

  • I like the simplicity of RightNow's CX interface.
  • I think the knowledge base web interface of RightNow is very easy to use for end users and professionals alike.
  • RightNow's integration with other products, such as Interactive Intelligence CIC makes it a great sidekick to contact center agents.

Cons

  • Occasionally, RightNow's load times and refresh times were slow. This needs to be improved.
  • The fact that RighNow is cloud based with limited local footprint can also be a negative due to lack of ability of configuration locally.
  • Cost of right now is quite high and is often a turn off for potential customers.
  • RightNow allowed for increased agent productivity at several of our call center clients due to ability to browse a knowledge base while on the call with clients.
  • RightNow made the help desk at our company more productive, because we allowed our customers to self serve themselves first before contacting us. This resulted in less support calls and emails.
I would likely recommend RightNow to a colleague. Overall, RightNow is an exceptional, forward thinking product with great flexibility and integration options. We have been successfully using it in house at my previous company and we have deployed it at a number of customer sites as an integration component to Interactive Intelligence CIC. I think once RightNow addresses the speed issues and becomes more competitive in price - it would be extremely hard to beat!

Using RightNow

I give this rating to RightNow because I believe that it's a strong CRM (I know RightNow doesn't like this term) product with virtually limitless possibilities. I like how flexible RightNow is, allowing businesses to fully customize it for their needs. I also like that it's cloud based and doesn't require additional local installation and management.

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