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

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.
Comments
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