In a move designed to produce a completely outsourced call center service, RightNow Technologies, a Bozeman, Mont.-based ASP that specializes in customer service and support, today announced a partnership with Ineto Services.
RightNow’s applications are designed to provide integrated incident tracking and management across phone, e-mail, chat and Web customer service channels along with advanced, multi-channel knowledgebase management. Austin, Texas-based Ineto offers hosted call center switching and call management services.
The multi-tenancy hosting model provided by RightNow and Ineto is designed to allow middle market companies to extend their hours of service, provide for disaster recovery and fulfill other key business requirements, according to a statement released by RightNow.
“Companies need the benefits of advanced enterprise technologies in order to compete, but they rarely have the resources to build the large IT infrastructure necessary to sustain those technologies in-house,” Sean Forbes, vice president of marketing and business development at RightNow, said.
The system is designed to unify incident tracking across all communication channels, offering service representatives a complete history of any incident when a customer calls including all phone, e-mail, chat and Web activity.
“Customers don’t think of your call center, e-mail and Web site as separate communications channels. They just want you to answer their question or solve their problem now,” Marc Cullers, Ineto’s vice president of sales and marketing, said.
RightNow is listed by ASPnews as a Top 20 Service Provider.
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