Interaction-Centric Customer Service Vendor Spotlight

There’s been lots going on with what Forrester calls the “interaction-centric customer service vendors”. These are the vendors that manage the high-volume, transaction-oriented relationships — those often encountered in B2C environments, over the multiple communication channels (email, chat, social, phone etc) that exist today.

RightNow announced its RightNow’s CX for Facebook app, to be released in November. This app creates a “Support” tab on a company’s wall and allows users to interact via social and traditional channels right from Facebook. Users can find answers from community content or from the corporate knowledgebase, ask the community questions, follow, participate in, and track discussions, propose an idea, ask an agent (either in a public or a private conversation), and more. It’s a nicely designed app, and something that RightNow needed to release, given the availability of similar ones from eGain, Genesys, Parature, etc.

eGain also solidifies its social footprint by announcing its Social Experience Suite — a customer interaction hub that manages both traditional and social interactions. The new version includes a social-blended agent desktop, a single-sourced knowledgebase across all channels (traditional + social again), and a unified customer record. The version also includes forums and adapters to monitor social networks through integrations with Facebook, Twitter, Google, and Yahoo search.

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