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RightNow CX: 亠亠仆亳亠 仗仂 仗舒于仍亠仆亳 从仍亳亠仆从亳仄 仂仗仂仄 1 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle. 2 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
仍舒仆 仗亠亰亠仆舒亳亳 舒亰仆舒亠仆亳亠 弍亰仂 仆从亳仂仆舒仍仆仂亳 亠弍 仗仂舒仍 弌仂亳舒仍仆亠 亠亳 亳 仂仂弍亠于舒 仂仆舒从-亠仆 仂于仍亠亠仆亳亠 从仍亳亠仆仂于 亳仄亠 仗仂亠从仂于 3 弌亳仍仆亠 仂仂仆 亳 从仂仆从亠仆仆亠 仗亠亳仄亠于舒 于亠 仆舒 于仂仗仂 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
舒亰仆舒亠仆亳亠 亳 仗仂亰亳亳仂仆亳仂于舒仆亳亠: CX 亠亠仆亳亠 亠仆亟仂, 从仂仂亠 仄仂亞 仗仂亟亠仄仂仆亳仂于舒 舒亠亞亳, 仗仂从于舒ﾑ亳亠 于亠 亳 仂弍仍舒亳 (从仂仆舒从 亠仆, 亠弍, 舒仆舒仍亳亳从舒 亳 仂亳舒仍仆亶 CRM) 弍亟 亳仄亠 仍亳亠 仗仂亰亳亳亳 亟仍 于亠亟亠仆亳 亰舒 仂弍仂亶 仆从舒. Michael Maoz, Gartner Magic Quadrant for Web Customer Service Gartner Inc. Magic Quadrant for CRM Web Customer Service Johan Jacobs, September 19, 2011 *3 4 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. Magic Quadrant for Social CRM Gartner Inc. Magic Quadrant for Social CRM Adam Sarner, Ed Thompson, Nikos Drakos, Chris Fletcher, Jeffrey Mann, Michael Maoz. July 25, 2011 *1 Magic Quadrant for Customer Service Contact Centers Gartner Inc. Magic Quadrant for CRM Customer Service Contact Centers Michael Maoz, April 15, 2012 *3
RightNow CX Cloud Service 丕仍舒 从仂-从舒仆舒仍仆亶 从仍亳亠仆从亳亶 仂仗 Oracle RightNow CX Cloud Service 仂于仄亠舒亠 Web 仗仂舒仍, 仂亳舒仍仆亠 仄亠亟亳舒 亳 仂仆舒从仆亶 丶亠仆 亟仍 仆亳亳亳仂于舒仆仆仂亞仂 从仂-从舒仆舒仍仆仂亞仂 亠于亳仆仂亞仂 亠亠仆亳 于 仂弍仍舒从亠 RightNow TM RightNow Social Contact Center TM RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 5 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. 丕仆亳亳从舒亳 从仂从舒仆舒仍仆仂亞仂 仂仗舒 亟仍 从亠仗仍亠仆亳 仂仆仂亠仆亳亶 从仍亳亠仆仂仄, 仍亠仆亳 仗仂从舒亰舒亠仍亠亶 亠亠仆亳 亰舒仗仂仂于 亳 仗仂于亠仆亳 仗仂亟舒亢
Web 仂仗 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 6 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
Web 仂仗 Intent Guide 仂弍舒弍仂从舒 亰舒仗仂仂于 仆舒 亠亠于亠仆仆仂仄 磶从亠 亳 亳仆亟亳舒仍仆亠 仍仂于舒亳 亟仍 仗仂仆亳仄舒仆亳 亠舒仍仆仂亞仂 仆舒仄亠亠仆亳 从仍亳亠仆仂于. Web/Mobile 舒仄仂仂弍仍亢亳于舒仆亳亠 仗亠亟仂舒于仍磳 弍仂亞舒仂亠, 仂仆仍舒亶仆 CX 亠亠仆亳亠 亟仍 仗仂亳从舒, 仗仂从仗从亳 亳 亠亠仆亳 仍ﾐ頴笑覚 仂亶于舒. 丼舒 仂弍亠仗亠亳于舒亠 舒亰亞仂于仂 仄亠亢亟 舒亞亠仆舒仄亳 亳 从仍亳亠仆舒仄亳 于 亠舒仍仆仂仄 于亠仄亠仆亳. 7 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
Web 仂仗 Intent Guide 仂弍舒弍仂从舒 亰舒仗仂仂于 仆舒 亠亠于亠仆仆仂仄 磶从亠 亳 亳仆亟亳舒仍仆亠 仍仂于舒亳 亟仍 仗仂仆亳仄舒仆亳 亠舒仍仆仂亞仂 仆舒仄亠亠仆亳 从仍亳亠仆仂于. Web/Mobile 舒仄仂仂弍仍亢亳于舒仆亳亠 仗亠亟仂舒于仍磳 弍仂亞舒仂亠, 仂仆仍舒亶仆 CX 亠亠仆亳亠 亟仍 仗仂亳从舒, 仗仂从仗从亳 亳 亠亠仆亳 仍ﾐ頴笑覚 仂亶于舒. 丼舒 仂弍亠仗亠亳于舒亠 舒亰亞仂于仂 仄亠亢亟 舒亞亠仆舒仄亳 亳 从仍亳亠仆舒仄亳 于 亠舒仍仆仂仄 于亠仄亠仆亳. 8 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
Web 仂仗 Intent Guide 仂弍舒弍仂从舒 亰舒仗仂仂于 仆舒 亠亠于亠仆仆仂仄 磶从亠 亳 亳仆亟亳舒仍仆亠 仍仂于舒亳 亟仍 仗仂仆亳仄舒仆亳 亠舒仍仆仂亞仂 仆舒仄亠亠仆亳 从仍亳亠仆仂于. Web/Mobile 舒仄仂仂弍仍亢亳于舒仆亳亠 仗亠亟仂舒于仍磳 弍仂亞舒仂亠, 仂仆仍舒亶仆 CX 亠亠仆亳亠 亟仍 仗仂亳从舒, 仗仂从仗从亳 亳 亠亠仆亳 仍ﾐ頴笑覚 仂亶于舒. 丼舒 仂弍亠仗亠亳于舒亠 舒亰亞仂于仂 仄亠亢亟 舒亞亠仆舒仄亳 亳 从仍亳亠仆舒仄亳 于 亠舒仍仆仂仄 于亠仄亠仆亳. 9 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. 丼舒 亠亳亳 仄仂亞 弍 亳仆亳亳亳仂于舒仆 舒亞亠仆仂仄, 从仍亳亠仆仂仄 亳仍亳 舒于仂仄舒亳亠从亳仄 于仗仍于舒ﾑ亳仄 仂从仆仂仄 仆舒 仂仆仂于亠 仗亠亟仂仗亠亟亠仍亠仆仆 仗舒于亳仍.
Web 仂仗 Co-browse/丕亟舒仍亠仆仆舒 仗仂亟亟亠亢从舒 仗仂亰于仂仍磳 从仍亳亠仆舒仄 仗亠亟仂舒于仍 舒亞亠仆舒仄 亟仂仗 从 于仂亠仄 从舒仆. 丕仗舒于仍亠仆亳亠 Email 仗仂舒从亳于仆仂 于亠亳 亠亟亳仆亶 弍亠仂于仆亶 舒亰亞仂于仂 从仍亳亠仆舒仄 仗仂 于亠仄 从舒仆舒仍舒仄 从仂仄仄仆亳从舒亳亳. 舒仗舒于仍磳仄舒 仗仂亟亟亠亢从舒 亳仆从亳亳, 从仂仂亠 仆舒仗舒于仍ﾑ 从仍亳亠仆仂于 亠亠亰 磲 于仂仗仂仂于 亳 仂于亠仂于. 10 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
Web 仂仗 Co-browse/丕亟舒仍亠仆仆舒 仗仂亟亟亠亢从舒 仗仂亰于仂仍磳 从仍亳亠仆舒仄 仗亠亟仂舒于仍 舒亞亠仆舒仄 亟仂仗 从 于仂亠仄 从舒仆. 丕仗舒于仍亠仆亳亠 Email 仗仂舒从亳于仆仂 于亠亳 亠亟亳仆亶 弍亠仂于仆亶 舒亰亞仂于仂 从仍亳亠仆舒仄 仗仂 于亠仄 从舒仆舒仍舒仄 从仂仄仄仆亳从舒亳亳. 舒仗舒于仍磳仄舒 仗仂亟亟亠亢从舒 亳仆从亳亳, 从仂仂亠 仆舒仗舒于仍ﾑ 从仍亳亠仆仂于 亠亠亰 磲 于仂仗仂仂于 亳 仂于亠仂于. 11 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
Web 仂仗 Co-browse/丕亟舒仍亠仆仆舒 仗仂亟亟亠亢从舒 仗仂亰于仂仍磳 从仍亳亠仆舒仄 仗亠亟仂舒于仍 舒亞亠仆舒仄 亟仂仗 从 于仂亠仄 从舒仆. 丕仗舒于仍亠仆亳亠 Email 仗仂舒从亳于仆仂 于亠亳 亠亟亳仆亶 弍亠仂于仆亶 舒亰亞仂于仂 从仍亳亠仆舒仄 仗仂 于亠仄 从舒仆舒仍舒仄 从仂仄仄仆亳从舒亳亳. 舒仗舒于仍磳仄舒 仗仂亟亟亠亢从舒 亳仆从亳亳, 从仂仂亠 仆舒仗舒于仍ﾑ 从仍亳亠仆仂于 亠亠亰 磲 于仂仗仂仂于 亳 仂于亠仂于. 12 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
弌仂亳舒仍仆亶 仂仗 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 13 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
弌仂亳舒仍仆亶 仂仗 CX 亟仍 Facebook 亟仂弍舒于仍磳 亰舒从仍舒亟从 仂亟亟亠亢从舒 仆舒 舒仆亳 Facebook 弌舒仄仂仂弍仍亢亳于舒仆亳亠, crowd-亠于亳 亠于亳 亠亠亰 仗仂亟亟亠亢从 舒亞亠仆舒 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 仂亰亟舒亠 亠 仗仂亟亟亠亢从亳, 仂亠亟亳仆ﾑ亠亶 从仍亳亠仆仂于, 仗舒仆亠仂于 亳 舒弍仂仆亳从仂于 个仂仄 仗仂亟亟亠亢从亳, peer-to-peer assistance, 弍亳弍仍亳仂亠从亳 亠仂于, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 14 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
弌仂亳舒仍仆亶 仂仗 CX 亟仍 Facebook 亟仂弍舒于仍磳 亰舒从仍舒亟从 仂亟亟亠亢从舒 仆舒 舒仆亳 Facebook 弌舒仄仂仂弍仍亢亳于舒仆亳亠, crowd-亠于亳 亠于亳 亠亠亰 仗仂亟亟亠亢从 舒亞亠仆舒 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 仂亰亟舒亠 亠 仗仂亟亟亠亢从亳, 仂亠亟亳仆ﾑ亠亶 从仍亳亠仆仂于, 仗舒仆亠仂于 亳 舒弍仂仆亳从仂于 个仂仄 仗仂亟亟亠亢从亳, peer-to-peer assistance, 弍亳弍仍亳仂亠从亳 亠仂于, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 15 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
弌仂亳舒仍仆亶 仂仗 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 仂亟仆亳亠于仂 从仍亳亠仆舒仄亳, 仗舒仆亠舒仄亳, 亳 .亟. 亟仍 仗仂仆亳仄舒仆亳 于仂亰仄仂亢仆仂亠亶 亟仍 仍亠仆亳 弍亢亟亠仆亳亠 亳 仂亠仆从舒 亳亟亠亶, 亠亳仂于舒仆亳亠 从仂仆亠仗亳亶, 亟亳从亳仂仆仆亠 仂仄 亟仍 亳亟亠仆亳亳从舒亳亳 仗仂弍仍亠仄 亳 舒亰舒弍仂从亳 亠亠仆亳亶, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 仂仍亠亢亳于舒仆亳亠 亳 亠舒亞亳仂于舒仆亳亠, 仂 亞仂于仂 从仍亳亠仆 于 仂. 亠亳 仂仆亳仂亳仆亞 仂 亠亳, 仄仂仆亳仂亳仆亞 亠仄, SmartSense, 仗舒于仍亠仆亳亠 亠亠亰 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 16 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
弌仂亳舒仍仆亶 仂仗 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 仂亟仆亳亠于仂 从仍亳亠仆舒仄亳, 仗舒仆亠舒仄亳, 亳 .亟. 亟仍 仗仂仆亳仄舒仆亳 于仂亰仄仂亢仆仂亠亶 亟仍 仍亠仆亳 弍亢亟亠仆亳亠 亳 仂亠仆从舒 亳亟亠亶, 亠亳仂于舒仆亳亠 从仂仆亠仗亳亶, 亟亳从亳仂仆仆亠 仂仄 亟仍 亳亟亠仆亳亳从舒亳亳 仗仂弍仍亠仄 亳 舒亰舒弍仂从亳 亠亠仆亳亶, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 仂仍亠亢亳于舒仆亳亠 亳 亠舒亞亳仂于舒仆亳亠, 仂 亞仂于仂 从仍亳亠仆 于 仂. 亠亳 仂仆亳仂亳仆亞 仂 亠亳, 仄仂仆亳仂亳仆亞 亠仄, SmartSense, 仗舒于仍亠仆亳亠 亠亠亰 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 17 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
仂仆舒从-亠仆 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 18 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
舒弍仂亠亠 仄亠仂 亞亠仆舒 (Dynamic Agent Desktop) 于仂亟, 仂仍亠亢亳于舒仆亳亠, 仆舒亰仆舒亠仆亳亠 亳 仗舒于仍亠仆亳亠 亰舒仗仂舒仄亳 于舒亳 从仍亳亠仆仂于 仂 仆舒舒仍仆仂亞仂 从仂仆舒从舒 亟仂 舒亰亠亠仆亳. 仗仂仍亰仂于舒仆亳亠 仂仍从仂 仂亟仆仂亞仂 亳仆亠亠亶舒 仗仂 于亠仄 从舒仆舒仍舒仄, 于从仍ﾑ舒 仂亳舒仍仆亠 仄亠亟亳舒. 弌舒弍亳仍仆仂亞仂 从舒亠于舒 亠于亳舒, 从仂仂仂亠 仂弍亠仗亠亳于舒亠 亟亠亢舒仆亳亠 亳 亠从亳于仆仂, 于 仂 于亠仄 从舒从 仆亳亢舒ﾑ 亰舒舒. 19 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
亞亠仆 舒仆仂于 亠从亳于仆亠亠 亳 仗仂亟从亳于仆亠亠 Smart Assistant 舒仗舒于仍ﾑ舒 仗仂亟亟亠亢从舒* 弌舒仆亟舒仆亶 亠从 & 亞仂亳亠 从仍舒于亳亳 亟亳仆亶 于亰亞仍磲 360 亞舒亟仂于 仆舒 从仍亳亠仆舒 弌亠仆舒亳亳 亟仍 亞亠仆舒* Desktop Workflow* *弌 仗仂从仗从仂亶 Contact Center Designer Experience 20 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
Contact Center Designer Desktop Workflow 于亠亟亠 舒亞亠仆仂于 仗仂 仗仂亠舒仄 21 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
Contact Center Designer Desktop Workflow 于亠亟亠 舒亞亠仆仂于 仗仂 仗仂亠舒仄 Contextual Workspaces 于于仂亟 仂仍从仂 仆亠仂弍仂亟亳仄 亟仍 舒亞仆亠舒 亳仆仂仄舒亳 Guided Assistance 仂弍亠仗亠亳于舒亠 舒亞亠仆仂于 仗舒于亳仍仆仄亳 仂于亠舒仄亳 仆舒 于仂仗仂 从仍亳亠仆仂于 Agent Scripting 亠仆舒亳亳 舒亰亞仂于仂仂于 22 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
仂于仍亠亠仆亳亠 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 23 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
仂于仍亠亠仆亳亠 弍舒仆舒 于磶 仗仂仍亠仆亳亠 亳 亠舒从亳 仆舒 仂亰于 从仍亳亠仆仂于 仗仂 于亠仄 从舒仆舒仍舒仄 舒仍从亳 仂亰亟舒仆亳亠 仗仂舒从亳于仆, 亠仍亠于舒仆仆 从仂仄仄仆亳从舒亳亶 仆舒 仂仆仂于亠 亰仆舒仆亳亶 仂 从仍亳亠仆亠 亳 亳仂亳亳 于亰舒亳仄仂亟亠亶于亳亶 仆舒仍亳亳从舒 舒仆舒仍亳亳亠从亳亠 仂亠 亟仍 仂仗亳仄亳亰舒亳亳 仗仂亠仂于, 仗仂于亠仆亳亠 亟仂于仍亠于仂亠仆仆仂亳 仗仂仍亰仂于舒亠仍亠亶, 仂从舒亠仆亳亶 亳亰亟亠亢亠从 亳 仗仂于亠亟亠仆亳亠 弍 弍亳亰仆亠 仍亠仆亳亶. 24 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
弌亳仍仆亠 仂仂仆 仂仂亠 于仆亠亟亠仆亳亠 亳 从仂仆亳亞舒亳 仗仂舒仍舒 弌亳仆亟亳从舒亳, 于亳亟亢亠 仆亠亞亳仂于舒仆仆亶 舒 Intent Guide 丿亳仂从亳亠 于仂亰仄仂亢仆仂亳 仂亳舒仍仆仂亞仂 于亰舒亳仄仂亟亠亶于亳 亠亞从亳亶, 亟仂弍仆亶, 仆舒舒亳于舒亠仄亶 从仍亳亠仆 舒亞亠仆舒 弍仂亞舒仂亶 仆从亳仂仆舒仍仆仂 仗仂, 仂弍舒仆舒 于磶 亳 舒仍从亳 仆亠亞亳仂于舒仆仆舒 舒仆舒仍亳亳从舒 亳弍从舒 亳 弍亠亰仂仗舒仆舒 仂弍仍舒仆舒 仗仍舒仂仄舒 25 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
丶亠仆仆仂 亟仍 弍亳亰仆亠舒 丕仍亠仆亳亠 从舒亠于舒 亳 仆舒亟亠亢仆仂亳 亠于亳舒 仂亰于仂仍磳 仂亞舒仆亳亰舒亳礆 仂仂于亠于仂于舒 仗仂亠弍仆仂礆 亳 仆舒仄亠亠仆亳礆 从仍亳亠仆仂于 亠亠亰 舒仄仂仂弍仍亢亳于舒仆亳亠 亳 仗仂亟亟亠亢从 仂于亠仆亳亠 仗仂从舒亰舒亠仍 从仂仆于亠亳亳 亳 亞亠仆亠舒亳亳 弍仂仍亠亞仂 亳仍舒 亟亠仍仂从 亠仆亠舒亳 仗仂亟舒亢 于仂 于亠仄 亠于亳仆仂亞仂 于亰舒亳仄仂亟亠亶于亳 丕仍亠仆亳亠 仄仍亳-从舒仆舒仍仆仂亞仂 亳 从仂-从舒仆舒仍仆仂亞仂 于亰舒亳仄仂亟亠亶于亳 仂仆亳仄舒仆亳亠 从仂仆亠从舒 于亰舒亳仄仂亟亠亶于亳 亳 仗仂于亠亟亠仆亠从仂亶 亳仂亳亳 从仍亳亠仆舒 亟仍 仗亠亟仂舒于仍亠仆亳 仗亠仂仆舒仍亳亰亳仂于舒仆仆仂亞仂 仂仗舒 仗仂 从舒仆舒仍舒仄. 仂于亠仆亳亠 仍仂磿仆仂亳 亳 亟仂于亠亳 仂亰于仂仍磳 仂亞舒仆亳亰舒亳礆 仍舒, 仄仂仆亳仂亳, 舒仆舒仍亳亰亳仂于舒 亳 舒于仂于舒 于 仂亳舒仍仆 舒亰亞仂于仂舒. 26 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
仂仄仗舒仆亳亳, 亳仗仂仍亰ﾑ亳亠 RightNow 仂从亳亠 亠仆仂仍仂亞亳亳 亳亠亶仍 亳 仗仂亠弍亳亠仍 从亳亠 仂于舒 丐亠仍亠从仂仄 亠亠于亳 个亳仆舒仆 亳 舒仂于舒仆亳亠 仂. 亠从仂 亳 仂弍舒亰仂于舒仆亳亠 27 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. * Customer Information and Logos Provided by RightNow
仂亳亳 仗亠舒 30% 仆亳亢亠仆亳亠 亳亰亟亠亢亠从 丶 7X 于亠仍亳亠仆亳亠 仗仂从舒亰舒亠仍亠亶 从仂仆于亠亳亳 弌仂从舒亠仆亳亠 于亠仄亠仆亳 仂于亠舒 舒亞亠仆仂于 50+% 丕仍亠仆亳亠 从仂从舒仆舒仍仆仂亶 从仂仆亳亠仆仆仂亳 仂仍亠 亰舒亠仗仂从 仆舒 50% 99% 舒仄仂仂弍仍亢亳于舒仆亳亠 28 CSAT 仗仂于亠仆亳亠 95% 7x 于亠仍亳亠仆亳亠 Net Promoter Score 丕于亠仍亳亠仆亳亠 从仂亰亳仆 仆舒 20% Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. * Customer Information and Logos Provided by RightNow
仂仗仂? 29 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.

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Rightnow overview rus

  • 1. RightNow CX: 亠亠仆亳亠 仗仂 仗舒于仍亠仆亳 从仍亳亠仆从亳仄 仂仗仂仄 1 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle. 2 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 3. 仍舒仆 仗亠亰亠仆舒亳亳 舒亰仆舒亠仆亳亠 弍亰仂 仆从亳仂仆舒仍仆仂亳 亠弍 仗仂舒仍 弌仂亳舒仍仆亠 亠亳 亳 仂仂弍亠于舒 仂仆舒从-亠仆 仂于仍亠亠仆亳亠 从仍亳亠仆仂于 亳仄亠 仗仂亠从仂于 3 弌亳仍仆亠 仂仂仆 亳 从仂仆从亠仆仆亠 仗亠亳仄亠于舒 于亠 仆舒 于仂仗仂 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 4. 舒亰仆舒亠仆亳亠 亳 仗仂亰亳亳仂仆亳仂于舒仆亳亠: CX 亠亠仆亳亠 亠仆亟仂, 从仂仂亠 仄仂亞 仗仂亟亠仄仂仆亳仂于舒 舒亠亞亳, 仗仂从于舒ﾑ亳亠 于亠 亳 仂弍仍舒亳 (从仂仆舒从 亠仆, 亠弍, 舒仆舒仍亳亳从舒 亳 仂亳舒仍仆亶 CRM) 弍亟 亳仄亠 仍亳亠 仗仂亰亳亳亳 亟仍 于亠亟亠仆亳 亰舒 仂弍仂亶 仆从舒. Michael Maoz, Gartner Magic Quadrant for Web Customer Service Gartner Inc. Magic Quadrant for CRM Web Customer Service Johan Jacobs, September 19, 2011 *3 4 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. Magic Quadrant for Social CRM Gartner Inc. Magic Quadrant for Social CRM Adam Sarner, Ed Thompson, Nikos Drakos, Chris Fletcher, Jeffrey Mann, Michael Maoz. July 25, 2011 *1 Magic Quadrant for Customer Service Contact Centers Gartner Inc. Magic Quadrant for CRM Customer Service Contact Centers Michael Maoz, April 15, 2012 *3
  • 5. RightNow CX Cloud Service 丕仍舒 从仂-从舒仆舒仍仆亶 从仍亳亠仆从亳亶 仂仗 Oracle RightNow CX Cloud Service 仂于仄亠舒亠 Web 仗仂舒仍, 仂亳舒仍仆亠 仄亠亟亳舒 亳 仂仆舒从仆亶 丶亠仆 亟仍 仆亳亳亳仂于舒仆仆仂亞仂 从仂-从舒仆舒仍仆仂亞仂 亠于亳仆仂亞仂 亠亠仆亳 于 仂弍仍舒从亠 RightNow TM RightNow Social Contact Center TM RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 5 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. 丕仆亳亳从舒亳 从仂从舒仆舒仍仆仂亞仂 仂仗舒 亟仍 从亠仗仍亠仆亳 仂仆仂亠仆亳亶 从仍亳亠仆仂仄, 仍亠仆亳 仗仂从舒亰舒亠仍亠亶 亠亠仆亳 亰舒仗仂仂于 亳 仗仂于亠仆亳 仗仂亟舒亢
  • 6. Web 仂仗 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 6 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
  • 7. Web 仂仗 Intent Guide 仂弍舒弍仂从舒 亰舒仗仂仂于 仆舒 亠亠于亠仆仆仂仄 磶从亠 亳 亳仆亟亳舒仍仆亠 仍仂于舒亳 亟仍 仗仂仆亳仄舒仆亳 亠舒仍仆仂亞仂 仆舒仄亠亠仆亳 从仍亳亠仆仂于. Web/Mobile 舒仄仂仂弍仍亢亳于舒仆亳亠 仗亠亟仂舒于仍磳 弍仂亞舒仂亠, 仂仆仍舒亶仆 CX 亠亠仆亳亠 亟仍 仗仂亳从舒, 仗仂从仗从亳 亳 亠亠仆亳 仍ﾐ頴笑覚 仂亶于舒. 丼舒 仂弍亠仗亠亳于舒亠 舒亰亞仂于仂 仄亠亢亟 舒亞亠仆舒仄亳 亳 从仍亳亠仆舒仄亳 于 亠舒仍仆仂仄 于亠仄亠仆亳. 7 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 8. Web 仂仗 Intent Guide 仂弍舒弍仂从舒 亰舒仗仂仂于 仆舒 亠亠于亠仆仆仂仄 磶从亠 亳 亳仆亟亳舒仍仆亠 仍仂于舒亳 亟仍 仗仂仆亳仄舒仆亳 亠舒仍仆仂亞仂 仆舒仄亠亠仆亳 从仍亳亠仆仂于. Web/Mobile 舒仄仂仂弍仍亢亳于舒仆亳亠 仗亠亟仂舒于仍磳 弍仂亞舒仂亠, 仂仆仍舒亶仆 CX 亠亠仆亳亠 亟仍 仗仂亳从舒, 仗仂从仗从亳 亳 亠亠仆亳 仍ﾐ頴笑覚 仂亶于舒. 丼舒 仂弍亠仗亠亳于舒亠 舒亰亞仂于仂 仄亠亢亟 舒亞亠仆舒仄亳 亳 从仍亳亠仆舒仄亳 于 亠舒仍仆仂仄 于亠仄亠仆亳. 8 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 9. Web 仂仗 Intent Guide 仂弍舒弍仂从舒 亰舒仗仂仂于 仆舒 亠亠于亠仆仆仂仄 磶从亠 亳 亳仆亟亳舒仍仆亠 仍仂于舒亳 亟仍 仗仂仆亳仄舒仆亳 亠舒仍仆仂亞仂 仆舒仄亠亠仆亳 从仍亳亠仆仂于. Web/Mobile 舒仄仂仂弍仍亢亳于舒仆亳亠 仗亠亟仂舒于仍磳 弍仂亞舒仂亠, 仂仆仍舒亶仆 CX 亠亠仆亳亠 亟仍 仗仂亳从舒, 仗仂从仗从亳 亳 亠亠仆亳 仍ﾐ頴笑覚 仂亶于舒. 丼舒 仂弍亠仗亠亳于舒亠 舒亰亞仂于仂 仄亠亢亟 舒亞亠仆舒仄亳 亳 从仍亳亠仆舒仄亳 于 亠舒仍仆仂仄 于亠仄亠仆亳. 9 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. 丼舒 亠亳亳 仄仂亞 弍 亳仆亳亳亳仂于舒仆 舒亞亠仆仂仄, 从仍亳亠仆仂仄 亳仍亳 舒于仂仄舒亳亠从亳仄 于仗仍于舒ﾑ亳仄 仂从仆仂仄 仆舒 仂仆仂于亠 仗亠亟仂仗亠亟亠仍亠仆仆 仗舒于亳仍.
  • 10. Web 仂仗 Co-browse/丕亟舒仍亠仆仆舒 仗仂亟亟亠亢从舒 仗仂亰于仂仍磳 从仍亳亠仆舒仄 仗亠亟仂舒于仍 舒亞亠仆舒仄 亟仂仗 从 于仂亠仄 从舒仆. 丕仗舒于仍亠仆亳亠 Email 仗仂舒从亳于仆仂 于亠亳 亠亟亳仆亶 弍亠仂于仆亶 舒亰亞仂于仂 从仍亳亠仆舒仄 仗仂 于亠仄 从舒仆舒仍舒仄 从仂仄仄仆亳从舒亳亳. 舒仗舒于仍磳仄舒 仗仂亟亟亠亢从舒 亳仆从亳亳, 从仂仂亠 仆舒仗舒于仍ﾑ 从仍亳亠仆仂于 亠亠亰 磲 于仂仗仂仂于 亳 仂于亠仂于. 10 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 11. Web 仂仗 Co-browse/丕亟舒仍亠仆仆舒 仗仂亟亟亠亢从舒 仗仂亰于仂仍磳 从仍亳亠仆舒仄 仗亠亟仂舒于仍 舒亞亠仆舒仄 亟仂仗 从 于仂亠仄 从舒仆. 丕仗舒于仍亠仆亳亠 Email 仗仂舒从亳于仆仂 于亠亳 亠亟亳仆亶 弍亠仂于仆亶 舒亰亞仂于仂 从仍亳亠仆舒仄 仗仂 于亠仄 从舒仆舒仍舒仄 从仂仄仄仆亳从舒亳亳. 舒仗舒于仍磳仄舒 仗仂亟亟亠亢从舒 亳仆从亳亳, 从仂仂亠 仆舒仗舒于仍ﾑ 从仍亳亠仆仂于 亠亠亰 磲 于仂仗仂仂于 亳 仂于亠仂于. 11 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 12. Web 仂仗 Co-browse/丕亟舒仍亠仆仆舒 仗仂亟亟亠亢从舒 仗仂亰于仂仍磳 从仍亳亠仆舒仄 仗亠亟仂舒于仍 舒亞亠仆舒仄 亟仂仗 从 于仂亠仄 从舒仆. 丕仗舒于仍亠仆亳亠 Email 仗仂舒从亳于仆仂 于亠亳 亠亟亳仆亶 弍亠仂于仆亶 舒亰亞仂于仂 从仍亳亠仆舒仄 仗仂 于亠仄 从舒仆舒仍舒仄 从仂仄仄仆亳从舒亳亳. 舒仗舒于仍磳仄舒 仗仂亟亟亠亢从舒 亳仆从亳亳, 从仂仂亠 仆舒仗舒于仍ﾑ 从仍亳亠仆仂于 亠亠亰 磲 于仂仗仂仂于 亳 仂于亠仂于. 12 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 13. 弌仂亳舒仍仆亶 仂仗 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 13 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
  • 14. 弌仂亳舒仍仆亶 仂仗 CX 亟仍 Facebook 亟仂弍舒于仍磳 亰舒从仍舒亟从 仂亟亟亠亢从舒 仆舒 舒仆亳 Facebook 弌舒仄仂仂弍仍亢亳于舒仆亳亠, crowd-亠于亳 亠于亳 亠亠亰 仗仂亟亟亠亢从 舒亞亠仆舒 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 仂亰亟舒亠 亠 仗仂亟亟亠亢从亳, 仂亠亟亳仆ﾑ亠亶 从仍亳亠仆仂于, 仗舒仆亠仂于 亳 舒弍仂仆亳从仂于 个仂仄 仗仂亟亟亠亢从亳, peer-to-peer assistance, 弍亳弍仍亳仂亠从亳 亠仂于, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 14 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 15. 弌仂亳舒仍仆亶 仂仗 CX 亟仍 Facebook 亟仂弍舒于仍磳 亰舒从仍舒亟从 仂亟亟亠亢从舒 仆舒 舒仆亳 Facebook 弌舒仄仂仂弍仍亢亳于舒仆亳亠, crowd-亠于亳 亠于亳 亠亠亰 仗仂亟亟亠亢从 舒亞亠仆舒 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 仂亰亟舒亠 亠 仗仂亟亟亠亢从亳, 仂亠亟亳仆ﾑ亠亶 从仍亳亠仆仂于, 仗舒仆亠仂于 亳 舒弍仂仆亳从仂于 个仂仄 仗仂亟亟亠亢从亳, peer-to-peer assistance, 弍亳弍仍亳仂亠从亳 亠仂于, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 15 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 16. 弌仂亳舒仍仆亶 仂仗 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 仂亟仆亳亠于仂 从仍亳亠仆舒仄亳, 仗舒仆亠舒仄亳, 亳 .亟. 亟仍 仗仂仆亳仄舒仆亳 于仂亰仄仂亢仆仂亠亶 亟仍 仍亠仆亳 弍亢亟亠仆亳亠 亳 仂亠仆从舒 亳亟亠亶, 亠亳仂于舒仆亳亠 从仂仆亠仗亳亶, 亟亳从亳仂仆仆亠 仂仄 亟仍 亳亟亠仆亳亳从舒亳亳 仗仂弍仍亠仄 亳 舒亰舒弍仂从亳 亠亠仆亳亶, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 仂仍亠亢亳于舒仆亳亠 亳 亠舒亞亳仂于舒仆亳亠, 仂 亞仂于仂 从仍亳亠仆 于 仂. 亠亳 仂仆亳仂亳仆亞 仂 亠亳, 仄仂仆亳仂亳仆亞 亠仄, SmartSense, 仗舒于仍亠仆亳亠 亠亠亰 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 16 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 17. 弌仂亳舒仍仆亶 仂仗 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 仂亟仆亳亠于仂 从仍亳亠仆舒仄亳, 仗舒仆亠舒仄亳, 亳 .亟. 亟仍 仗仂仆亳仄舒仆亳 于仂亰仄仂亢仆仂亠亶 亟仍 仍亠仆亳 弍亢亟亠仆亳亠 亳 仂亠仆从舒 亳亟亠亶, 亠亳仂于舒仆亳亠 从仂仆亠仗亳亶, 亟亳从亳仂仆仆亠 仂仄 亟仍 亳亟亠仆亳亳从舒亳亳 仗仂弍仍亠仄 亳 舒亰舒弍仂从亳 亠亠仆亳亶, 于仂亰仆舒亞舒亢亟亠仆亳亠 舒亳 舒仆亳从仂于, SmartSense, 33 磶从舒 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 仂仍亠亢亳于舒仆亳亠 亳 亠舒亞亳仂于舒仆亳亠, 仂 亞仂于仂 从仍亳亠仆 于 仂. 亠亳 仂仆亳仂亳仆亞 仂 亠亳, 仄仂仆亳仂亳仆亞 亠仄, SmartSense, 仗舒于仍亠仆亳亠 亠亠亰 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 17 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 18. 仂仆舒从-亠仆 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 18 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
  • 19. 舒弍仂亠亠 仄亠仂 亞亠仆舒 (Dynamic Agent Desktop) 于仂亟, 仂仍亠亢亳于舒仆亳亠, 仆舒亰仆舒亠仆亳亠 亳 仗舒于仍亠仆亳亠 亰舒仗仂舒仄亳 于舒亳 从仍亳亠仆仂于 仂 仆舒舒仍仆仂亞仂 从仂仆舒从舒 亟仂 舒亰亠亠仆亳. 仗仂仍亰仂于舒仆亳亠 仂仍从仂 仂亟仆仂亞仂 亳仆亠亠亶舒 仗仂 于亠仄 从舒仆舒仍舒仄, 于从仍ﾑ舒 仂亳舒仍仆亠 仄亠亟亳舒. 弌舒弍亳仍仆仂亞仂 从舒亠于舒 亠于亳舒, 从仂仂仂亠 仂弍亠仗亠亳于舒亠 亟亠亢舒仆亳亠 亳 亠从亳于仆仂, 于 仂 于亠仄 从舒从 仆亳亢舒ﾑ 亰舒舒. 19 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 20. 亞亠仆 舒仆仂于 亠从亳于仆亠亠 亳 仗仂亟从亳于仆亠亠 Smart Assistant 舒仗舒于仍ﾑ舒 仗仂亟亟亠亢从舒* 弌舒仆亟舒仆亶 亠从 & 亞仂亳亠 从仍舒于亳亳 亟亳仆亶 于亰亞仍磲 360 亞舒亟仂于 仆舒 从仍亳亠仆舒 弌亠仆舒亳亳 亟仍 亞亠仆舒* Desktop Workflow* *弌 仗仂从仗从仂亶 Contact Center Designer Experience 20 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 21. Contact Center Designer Desktop Workflow 于亠亟亠 舒亞亠仆仂于 仗仂 仗仂亠舒仄 21 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 22. Contact Center Designer Desktop Workflow 于亠亟亠 舒亞亠仆仂于 仗仂 仗仂亠舒仄 Contextual Workspaces 于于仂亟 仂仍从仂 仆亠仂弍仂亟亳仄 亟仍 舒亞仆亠舒 亳仆仂仄舒亳 Guided Assistance 仂弍亠仗亠亳于舒亠 舒亞亠仆仂于 仗舒于亳仍仆仄亳 仂于亠舒仄亳 仆舒 于仂仗仂 从仍亳亠仆仂于 Agent Scripting 亠仆舒亳亳 舒亰亞仂于仂仂于 22 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 23. 仂于仍亠亠仆亳亠 RightNow Social TM RightNow Contact Center RightNow Web TM Intent Guide Web / Mobile 弌舒仄仂仂弍仍亢亳于舒仆亳亠 丼舒 / Co-Browse 丕仗舒于仍亠仆亳亠 Email 弌舒仄仂仂弍仍亢亳于舒仆亳亠 Facebook 弌仂仂弍亠于舒 仗仂亟亟亠亢从亳 弌仂仂弍亠于舒 亳仆仆仂于舒亳亶 弌仂亳舒仍仆亶 仄仂仆亳仂亳仆亞 舒弍仂亠亠 仄亠仂 舒亞亠仆舒 RightNow Engage TM 弍舒仆舒 于磶, 舒仍从亳, 仆舒仍亳亳从舒, 仆舒仆亳 亳亳亠从亳 于舒亢仆亠 仂仗亠舒亳亳 23 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. TM
  • 24. 仂于仍亠亠仆亳亠 弍舒仆舒 于磶 仗仂仍亠仆亳亠 亳 亠舒从亳 仆舒 仂亰于 从仍亳亠仆仂于 仗仂 于亠仄 从舒仆舒仍舒仄 舒仍从亳 仂亰亟舒仆亳亠 仗仂舒从亳于仆, 亠仍亠于舒仆仆 从仂仄仄仆亳从舒亳亶 仆舒 仂仆仂于亠 亰仆舒仆亳亶 仂 从仍亳亠仆亠 亳 亳仂亳亳 于亰舒亳仄仂亟亠亶于亳亶 仆舒仍亳亳从舒 舒仆舒仍亳亳亠从亳亠 仂亠 亟仍 仂仗亳仄亳亰舒亳亳 仗仂亠仂于, 仗仂于亠仆亳亠 亟仂于仍亠于仂亠仆仆仂亳 仗仂仍亰仂于舒亠仍亠亶, 仂从舒亠仆亳亶 亳亰亟亠亢亠从 亳 仗仂于亠亟亠仆亳亠 弍 弍亳亰仆亠 仍亠仆亳亶. 24 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 25. 弌亳仍仆亠 仂仂仆 仂仂亠 于仆亠亟亠仆亳亠 亳 从仂仆亳亞舒亳 仗仂舒仍舒 弌亳仆亟亳从舒亳, 于亳亟亢亠 仆亠亞亳仂于舒仆仆亶 舒 Intent Guide 丿亳仂从亳亠 于仂亰仄仂亢仆仂亳 仂亳舒仍仆仂亞仂 于亰舒亳仄仂亟亠亶于亳 亠亞从亳亶, 亟仂弍仆亶, 仆舒舒亳于舒亠仄亶 从仍亳亠仆 舒亞亠仆舒 弍仂亞舒仂亶 仆从亳仂仆舒仍仆仂 仗仂, 仂弍舒仆舒 于磶 亳 舒仍从亳 仆亠亞亳仂于舒仆仆舒 舒仆舒仍亳亳从舒 亳弍从舒 亳 弍亠亰仂仗舒仆舒 仂弍仍舒仆舒 仗仍舒仂仄舒 25 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 26. 丶亠仆仆仂 亟仍 弍亳亰仆亠舒 丕仍亠仆亳亠 从舒亠于舒 亳 仆舒亟亠亢仆仂亳 亠于亳舒 仂亰于仂仍磳 仂亞舒仆亳亰舒亳礆 仂仂于亠于仂于舒 仗仂亠弍仆仂礆 亳 仆舒仄亠亠仆亳礆 从仍亳亠仆仂于 亠亠亰 舒仄仂仂弍仍亢亳于舒仆亳亠 亳 仗仂亟亟亠亢从 仂于亠仆亳亠 仗仂从舒亰舒亠仍 从仂仆于亠亳亳 亳 亞亠仆亠舒亳亳 弍仂仍亠亞仂 亳仍舒 亟亠仍仂从 亠仆亠舒亳 仗仂亟舒亢 于仂 于亠仄 亠于亳仆仂亞仂 于亰舒亳仄仂亟亠亶于亳 丕仍亠仆亳亠 仄仍亳-从舒仆舒仍仆仂亞仂 亳 从仂-从舒仆舒仍仆仂亞仂 于亰舒亳仄仂亟亠亶于亳 仂仆亳仄舒仆亳亠 从仂仆亠从舒 于亰舒亳仄仂亟亠亶于亳 亳 仗仂于亠亟亠仆亠从仂亶 亳仂亳亳 从仍亳亠仆舒 亟仍 仗亠亟仂舒于仍亠仆亳 仗亠仂仆舒仍亳亰亳仂于舒仆仆仂亞仂 仂仗舒 仗仂 从舒仆舒仍舒仄. 仂于亠仆亳亠 仍仂磿仆仂亳 亳 亟仂于亠亳 仂亰于仂仍磳 仂亞舒仆亳亰舒亳礆 仍舒, 仄仂仆亳仂亳, 舒仆舒仍亳亰亳仂于舒 亳 舒于仂于舒 于 仂亳舒仍仆 舒亰亞仂于仂舒. 26 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.
  • 27. 仂仄仗舒仆亳亳, 亳仗仂仍亰ﾑ亳亠 RightNow 仂从亳亠 亠仆仂仍仂亞亳亳 亳亠亶仍 亳 仗仂亠弍亳亠仍 从亳亠 仂于舒 丐亠仍亠从仂仄 亠亠于亳 个亳仆舒仆 亳 舒仂于舒仆亳亠 仂. 亠从仂 亳 仂弍舒亰仂于舒仆亳亠 27 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. * Customer Information and Logos Provided by RightNow
  • 28. 仂亳亳 仗亠舒 30% 仆亳亢亠仆亳亠 亳亰亟亠亢亠从 丶 7X 于亠仍亳亠仆亳亠 仗仂从舒亰舒亠仍亠亶 从仂仆于亠亳亳 弌仂从舒亠仆亳亠 于亠仄亠仆亳 仂于亠舒 舒亞亠仆仂于 50+% 丕仍亠仆亳亠 从仂从舒仆舒仍仆仂亶 从仂仆亳亠仆仆仂亳 仂仍亠 亰舒亠仗仂从 仆舒 50% 99% 舒仄仂仂弍仍亢亳于舒仆亳亠 28 CSAT 仗仂于亠仆亳亠 95% 7x 于亠仍亳亠仆亳亠 Net Promoter Score 丕于亠仍亳亠仆亳亠 从仂亰亳仆 仆舒 20% Copyright 息 2012, Oracle and/or its affiliates. All rights reserved. * Customer Information and Logos Provided by RightNow
  • 29. 仂仗仂? 29 Copyright 息 2012, Oracle and/or its affiliates. All rights reserved.