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Office Depot Unites European Customer Experience with RightNow

^{Published on 2011-04-19 05:05:33 - Market Wire}
 

BOZEMAN, Mont.--([ BUSINESS WIRE ])--Global business services and suppliers specialist [ Office Depot ] is working with [ RightNow ]® (NASDAQ:RNOW) to optimize its contact center operation and improve the customer experience through all contact channels. The partnership with RightNow is part of a project to create a Europe-wide virtual contact center serving Benelux DACH, Spain, Italy, the UK, and Ireland, and is designed to drive efficiencies and improve responsiveness to customers.

"Transera is a top notch virtual call center supplier and we saw RightNow on several reference visits managing multi-media channels. The integration of these two solutions will optimize our internal process and improve the customer experience. We were very convinced by the quality of RightNow."

Following a successful pilot phase that managed email interactions in the Benelux DACH region, Office Depot will use [ RightNow CX ] to manage interactions across its customer phone calls, emails and faxes, giving contact center agents a single view of each customera™s interaction history. Office Depot also plans to introduce [ RightNow Chat ], which will offer customers real-time access to service agents, on every checkout page, to assist with any final questions prior to completing a purchase, so reducing abandonment rates.

The management of contacts through RightNow will be a major improvement over the existing process, as Alexander Jaross, Senior Manager Telesales and Contact Center Europe at Office Depot detailed: aPreviously, we used Outlook to handle emails and a number of disparate systems to handle other customer contacts. The use of multiple systems that were disconnected was frustrating for both customer and agent. Customers did not receive a consistent experience across each channel. RightNow will support our goal to centralize customer channels, giving agents a single view of all contacts and allowing them to blend channels, for example dealing with email and the phone calls at the same time. We expect RightNow to drive efficiency and improve the service we deliver to our customers.a

The deployment will support the virtualization of the regional and European contact centers, with the routing of interactions handled by [ Transera ] and management of customer interaction history provided by RightNow. aThe project will allow us to route and record any customer request, phone, email, fax, etc., based on the needs of the customers, which will improve service levels,a said Jaross.

Jaross explains that, having engaged with Transera, it became clear that RightNow was the ideal choice for completing the customer experience strategy. aTransera is a top notch virtual call center supplier and we saw RightNow on several reference visits managing multi-media channels. The integration of these two solutions will optimize our internal process and improve the customer experience. We were very convinced by the quality of RightNow.a

About Office Depot

Every day, Office Depot is Taking Care of Business for millions of customers around the globe. For the local corner store as well as Fortune 500 companies, Office Depot provides products and services to its customers through 1,602 worldwide retail stores, a dedicated sales force, top-rated catalogs and a $4.1 billion e-commerce operation. Office Depot has annual sales of approximately $11.6 billion, and employs about 40,000 associates around the world. The Company provides more office products and services to more customers in more countries than any other company, and currently sells to customers directly or through affiliates in 53 countries.

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to [ www.rightnow.com ].

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

About Transera

Transeraa™s on-demand virtual call center software intelligently connects global callers and agents, rapidly delivering both top and bottom line results. Our cloud-based solution helps high-volume sales and service call centers manage constantly shifting demands for agent resources, control multiple outsourcers and locations more effectively, and eliminate exorbitant capital expenditure outlays. Addressing these, and other call center management issues, translates into tangible business results. Some of our customers who are taking advantage of significant revenue gains and cost reductions are: Wirefly; AON; Office Depot; TIVO; Guthy-Renker a" and many more.

FRNOW