RightNow has unveiled what it calls the first customer experience cloud platform. Called RightNow CX Cloud Platform, it is said the enable organisations to create, extend and integrate customer experience services in the cloud.
The platform is made up of three main elements: RightNow App Builder, Knowledge Foundation and Mission Critical Operations.
The App Builder is a new purpose built service that enables customers to build custom customer experience applications and create and integrate unique processes via the RightNow platform.
Its development tools include Custom Objects, which enables the creation and customisation of business objects in the RightNow database schema; Connect, which enables developers and integrators to use open standards-based API capabilities to integrate RightNow CX into virtually anything, including desktop applications, back-end systems, telephony systems, and the web; and Experience Design, which enables business analysts and designers to tailor workflows, workspaces, business rules and process definitions to design consistent multi-channel customer experiences, RightNow said.
The RightNow Knowledge Foundation is a set of authoring, social collaboration and access tools design to deliver the most relevant knowledge. It is said to be self-learning so each interaction across the web, social and contact centre experiences to improve its knowledge base.
RightNow Mission Critical Operations is where the security and performance needs of the on-demand model come in. It provides a fully-redundant infrastructure in six geographically dispersed data centres as well as network intrusion detection and 24×7 monitoring across all data centres. It also offers daily external vulnerability assessments and quarterly third-party security audits.
The firm says that the App Builder opens up its platform, enabling customers to create new customer experience applications natively within the RightNow suite.
"To deliver great customer experiences in today’s complex and rapidly changing business landscape where consumers have the power and every interaction matters, organisations need a platform purpose built for customer experience. With RightNow CX Cloud platform, our clients and partners can augment our industry leading, packaged customer experience applications with functionality and processes specific to their unique customer experience strategies," said David Vap, chief solutions officer, RightNow.
