Pros & Cons of RightNow Email Management System
Created by anonymous on 11/11/2011
Do we end our relationship with RightNow, or renew the contract for another year?
1. Agent Level Performance Report
2. Dashboard Reports/View (ability of sort by product)
3. CHAT has been tested
4. Provides Inherent Redundancy (Hosted)
5. Customize Rules & Settings
1. Lack of NSO Ownership
2. Cost of Licenses
3. Open Methods Interface
4. HTML Formatting
5. Lack of Distributive Work
6. Challenges w/CHAT Implementation & Execution
7. Lack of Vendor Partnership/Follow-Up
8. No Real-Time Agent Visibility
9. Organization & Management of FAQ Data (Limit agent access to FAQ's to use as templates).
10. Requires Manual Reporting Outside Reporting & Analytics
11. Go to RNT Vendor to Remove CC Info
12. RightNow Interface Costs Extra Labor Dollars
13. Manual COPPA KID Process that Introduces Errors
14. Email Synopsis - Current Export Process Introduces Incorrect Formatting, which then confused the HQ Team in India.
15. Limited Tech Support for NSO
16. Do Not Have Access to Backend Tables
17. License Management
Balanced results
calculates based on both emotional weights, rational weights and user opinions
Emotional results
calculates based only on emotional weights, and user opinions
Rational results
calculates based only on rational weights, and user opinions
