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Recently at the 9th Annual Call Center Week in Las Vegas, SaaS providers RightNow Technologies and UCN announced their integration between UCN inContact and RightNow CRM to help companies deliver seamless customer experiences through their contact centers.

• RightNow's enterprise-class, on-demand CRM solutions give contact center agents the information and customer interaction history needed to intelligently serve consumers over the phone or via email.
• UCN's on demand, carrier-grade ACD with intelligent skills-based routing of phone calls and email, ensures the most appropriate agent handles each customer interaction.

Through this integration contact centers can now operate at maximum efficiency while excelling at customer care.

• As consumers communicate with companies in a variety of ways, UCN can route incoming inquires to the best available agent, including those in multi-site and at-home environments.
• RightNow can present agents with a single, unified view of all previous customer interactions. Through this integration, contact centers can achieve greater agent productivity, higher first-time resolution rates, and most important, satisfied customers.

Comments on RightNow and UCN

"Together, RightNow and UCN are arming the right agent, at the right time, with the right information to deliver exceptional customer experiences. With RightNow every agent has a single view of the customer which includes a complete history of all phone and email interactions. By adding UCN's inContact skills-based routing capability, organizations can ensure that the best suited agent serves the customer," said Scott Creighton, Vice President, Business Development, RightNow Technologies.

"In many of today's contact centers, agents must juggle a multitude of tools and applications. At the same time, companies are trying to reduce the total cost per agent by eliminating errors and increasing productivity, retention and customer satisfaction. The UCN and RightNow integration can drive down costs by addressing these issues," said Brett Crutchfield, Director, Product Management, UCN.

Both RightNow and UCN will be exhibiting at IQPC's 9th Annual Call Center Week: UCN in booth 33 and RightNow in booths 34 and 35. Stop by for a demonstration of the RightNow and UCN integration.

About RightNow Technologies
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies.

About UCN
UCN, Inc. is an innovator of software as a service (SaaS) applications for multi-site contact centers and distributed workforces. The UCN inContact platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN's patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. www.ucn.net.

SOURCE: RightNow Technologies and UCN