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RightNow Enterprise Analytics Data Sheet

RightNow Enterprise Analytics Data Sheet



Advanced, Real-Time Reporting For A Complete Business Intelligence Solution...

Advanced, Real-Time Reporting For A Complete Business Intelligence Solution

Enterprise Analytics extends reporting capabilities to ensure you are engaging the right customer with a great customer experience. This tool augments our real-time analytics and operational reporting with an advanced data warehouse for deeper understanding and advanced business insight. Enterprise Analytics allows you to quickly identify opportunities to optimize processes, increase customer satisfaction (CSAT), reduce costs, and drive other business improvements.



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    RightNow Enterprise Analytics Data Sheet RightNow Enterprise Analytics Data Sheet Document Transcript

    • enterprise analyticsCUSTOMERS ARE YOUR MOST IMPORTANT ASSET, first contact resolution rate (FCR) is improving comparedand taking care of them is the most important thing to the longer-term average. Enterprise Analytics deliversyou can do. You need immediate insight into the the insight, sometimes hidden in the abstract, to know thatreal-time state of the business to understand how the customer experience you are providing is meeting youryou’re performing today. You also need to understand customers’ expectations, and is being delivered in the cost-historical trends to make sure your customer effective manner you demand.experience is always improving and your operationsare optimized across all interaction channels. Youneed quick access to insight gathered from multiple First Call Resolution Ratedata sources across your business, so you can take Avg: Time To Resolveimmediate actions. RightNow Enterprise Analyticssolves this problem with advanced business analyticsprovided by an on demand data warehouse—alldelivered from the cloud for rapid time to value. Byconverting disparate data into deep actionable insight,RightNow enables you to put the past into context, Avg. Time to Close First Call Resolution Rateunderstand the present, and forecast the future. This figure compares average first call resolution rate to theAdvanced Insight with an On Demand Data average resolution time for incidents by month, beginning inWarehouse January 2006. While average resolution time steadily declined since mid-2007, the first contact resolution rate degraded overRightNow Enterprise Analytics leverages an on demand this same time period. This signals an issue a manager will want todata warehouse designed specifically to provide the explore further and take corrective action about, as will the spike in average resolution time for the latest month.advanced business insight often hidden beneath the surface.Sophisticated historical trending, time-slice analyses, Complete View Across Many Data Sourcespredictive analytics, and more, deliver the deep insight Most organizations use multiple systems to acquire and serverequired to put performance into context, and point you customers. Insight from CRM, call switch, telephony, RMA,where you need to go. It allows you to quickly identify order management, and other disparate systems are all usedopportunities to optimize processes, increase customer by the contact center. But integrating data from systemssatisfaction (CSAT), reduce costs, and drive other business spread across multiple sources can be a challenging task, andimprovements. With RightNow Enterprise Analytics, you typically limits your ability to gain a complete, accurate,can determine where problems started, pinpoint root causes, and consistent view of the business. RightNow Enterpriseand take immediate, corrective action to move your business Analytics integrates data from multiple sources into oneforward effectively. consolidated analytics solution, accessed directly from theFor example, service requests may move through several RightNow user interface, providing managers and agentsstates, departments, or employees over time until resolved. a single source of truth for all their contact center businessLearn how efficient this process is and how to optimize it intelligence needs. With one view of the business from onegoing forward. Where are the service resolution bottlenecks? system, you can access comprehensive scorecard reports,Which states are moved through quickest, which aren’t, and dashboards showcasing performance, and more.why? How can the process become more effective? As anotherexample, you can group incidents by product line into binsrepresenting those opened only in the last month versusthose opened in the last year to determine if your average©2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of www.rightnow.comRightNow Technologies Inc. All other trademarks are the property of their respective owners. 1004
    • enterprise analytics Enterprise Performance, Scalability and Security platform. On-going managed services are also provided. This RightNow Enterprise Analytics delivers fast, high- simplifies deployment and reduces costs so that you can focus performance analytics for even the largest of enterprises. on making informed decisions, not managing infrastructure. Enterprise Analytics’ data warehouse is designed specifically On Demand Value to deliver fast results for very high data volumes, intensive RightNow Enterprise Analytics is delivered on demand, processing and complex analytical needs. Enterprise Analytics providing you a powerful business intelligence solution also delivers a flexible, robust level of configurable security in a fraction of the time, and at a fraction of the cost, as to deliver the right analytics to the right users, or groups of traditional on premise business intelligence solutions. This users, while restricting access elsewhere. provides rapid time-to-value and a significant return on investment. Developed and architected natively to provide on demand data warehousing and advanced business Cell Phones intelligence, RightNow Enterprise Analytics blends the value of on demand with complete and configurable solution capabilities enterprises require. GPS Systems FOR MORE INFORMATIONHome Theater Systems Please visit our website at www.rightnow.com or give us a call for more information. 20% 40% 60% 80% Last 30 Days Last 90 Days Last 360 Days First Cotact Resolution Rate This figure shows changes in average first contact resolution rate over time for each product line, based upon incidents submitted in the last 30 days, last 90 days and last 360 days. Ideally you want the first contact resolution rate to improve for your more recently submitted incidents to indicate performance is improving. Business User Friendly RightNow Enterprise Analytics is designed to be easy enough for business users and sophisticated enough for power users. The intuitive interface enables business users to ask sophisticated business questions and get real-time answers without calling IT. Enterprise Analytics also delivers many pre-built metrics business users can select from to run analyses across various dimensions to answer most analytical needs quickly and easily. Fast to Deploy, Easy to Administer Traditional business intelligence solutions require you to purchase, deploy, and manage several solution components separately, including the ETL tool, data warehouse, OLAP engine, and reporting engine. This is expensive and time- consuming. RightNow Enterprise Analytics provides one consolidated, fully-automated, ready-to-use solution US Corporate Headquarters European Headquarters APAC Headquarters www.rightnow.com Share This Toll Free 1-877-363-5678 +44 1628 511900 +61 2 8198 1300 +1-406-522-4200