Technical Publications

Take a deeper look at how you can leverage the technical architecture of the RightNow solution to solve your business problems. These publications are written in plain language and require only minimal familiarity with each topic.

Agent Efficiency, Productivity, and the User Interface:
A Case Study in Address Entry and the RightNow Integration Framework

This publication introduces the reader to a proven scientific (and practical!) framework that can be applied to increase agent performance through improved user interfaces. A sample interface component is used to demonstrate the power of this approach. This interface can save a 500 seat contact center nearly $250,000 a year.

Integration in the Contact Center: An Introduction to RightNow Connect

Are you looking to evaluate the integration capabilities of RightNow? This publication introduces the reader to the RightNow Connect Integration Framework. No prior knowledge of our products or services is required to read this paper though it may be helpful in order to fully appreciate the value of RightNow Connect.