Delivering Superior Customer Experiences with RightNow Voice TM

1. Delivering Superior Customer Experiences with RightNow VoiceTM

2. The RightNow Voice Solution Delivers superior voice-enabled experiences to customers with … • Voice Routing • Voice Self-Service • Outbound Voice • Managed Services

3. RightNow Voice Benefits • RightNow Voice … • Reduces costs by automating a significant percentage of total calls • Interacts with callers using natural language, which eliminates the need for agent training • Offers a broad range of options to callers to quickly answer questions and conduct transactions • Delivers a consistency of answers regardless of channel • Provides service 24 x 7 x 365

4. RightNow Voice Customers

5. IVR interactions provide: • Low average cost per interaction • Low cost variability Cost Reduction Was Traditional Driver IVR interactions deliver strong cost savings Average Cost Phone – $5.50 Text Chat – $7.00 Email – $5.00 IVR – $0.45 Web – $0.24 Cost Per Customer Interaction Source: 2005 Yankee Group contact center manager survey

6. What is RightNow Voice™? • A portfolio of voice-enabled CRM applications • Voice Routing • One number routing • Voice contact management • Caller information delivery • Incident management • Voice Self-Service • Knowledge base access • Status access • Password reset • Location finder • Inbound survey management • Outbound Voice • Web click-to-callback • Outbound survey management • Notifications • Managed Services 24 X 7 X 365 Customer Care Satisfy customer requests for simple, instant gratification

7. RightNow Voice Capabilities Identify and route callers to the right person the first time • Voice Routing • One number routing menu • Voice contact management • Caller information delivery • Incident management • Voice Self-Service • Knowledge base access • Status access • Password reset • Location finder • Inbound survey management • Outbound Voice • Web click-to-callback • Outbound survey management • Managed Services Utilize your existing voice channel more effectively without new investments in telephony infrastructure or CTI

8. One Number Routing Menu Connect callers to the right destination with no hassle • Caller interacts with system menu using natural speech to designate who to transfer to • Caller dials one central number • Menu interacts with caller using voice prompts to determine correct routing • Transfer to department, service agent, self-service option and more • Connect to the right destination the first time, every time • Leverages skills-based routing • Support for urgent call handling • Bypass menu to directly connect to a designated individual or department • Tiered, dynamic, configurable menu structure • Configurable greeting • Analytical reports provides insight into service performance

9. Voice Contact Management Quickly and automatically identify callers transferred to agent • Automatically identify, capture and display contact information on calls transferred to agent • Searches contact database • No need for customer to repeat their contact information to agent • Reduces call handle time • Displays on agent desktop • Reverse white page lookup capabilities • Use ANI or manually captured digits from the caller • Creates new and updates existing contact records • Automatically link to contact record or related incident • Enhances customer experience

10. Caller Information Delivery Automatically inform agent of call purpose and context Screen Pop on agent desktop • Automatically identify, capture and display context of voice self-service call transferred to a live agent • No need for customer to repeat call purpose to agent • Reduces call handle time • Displays on agent desktop • Integrates with RightNow Voice self-service applications • Knowledge Base Access • Status • Password Reset • Survey (Inbound) • Location Finder • Enhances customer experience Call context and contact information

11. Incident Management Extend incident and case management to the voice channel • Empower caller to open incidents using natural voice with no agent assistance • Use on request or when all agents busy • Quickly populate incident record with relevant information • Populate customer-related fields on contact record with caller ID data • Customer provides product name, category or keyword for issue • Record caller message for reference and compliance, and attach to record • Automatically route and easily follow-up • Advanced rule-based incident routing • All incident knowledge available on agent’s desktop • Suggested responses automatically provided to agent for fast follow-up • Incident reports prevent lost calls, ensure accountability, and provide multi-channel view

12. RightNow Voice Capabilities Leverage voice channel for fast & effective self-service • Voice Routing • One number routing • Voice contact management • Caller information delivery • Incident management • Voice Self-Service • Knowledge base access • Status access • Password reset • Location finder • Inbound survey management • Outbound Voice • Web click-to-callback • Outbound survey management • Managed Services Provide fast, effective voice-enabled service to customers over the phone 24 X 7 X 365 with no additional staffing

13. Knowledge Base Access (1 of 2) Extend the reach of Web self-service to your voice channel • Use telephone for voice self-service • Ask questions via speech recognition • Receive answers audibly via voice • Fully integrated with RightNow’s knowledgebase • Receive consistent answers regardless of interaction channel • Access same questions, answers and rules used for other channels • Flexible caller interaction • Dynamic service logic • Web-based administration Maximize your investment in ‘online’ content and services

14. Knowledge Base Access (2 of 2) Provides fast, targeted and automated Q&A to inbound callers • Natural language search to the knowledgebase • Category (Product line) • Sub-category (model) • Keyword or phrase • Prioritized top answers • Audio content attached to knowledgebase • Related Answers • Survey Rating • Deep self-service analytics • Best practices: • Recorded content (attachments) • Dynamic routing

15. Status Access Give customers a one-stop shop for status checking • Provides customer ability to check status of various items by phone - • Order status • Shipping status • Rebate status • Repair status • Return status • Account status • Integrates with front-office, back-office and other external systems • Provides customer one-stop shop for status information • Custom presentation dialogs • Status • Tracking Numbers • More… • Adopts to your database • JDBC • XML • Web Services • Custom API’s

16. Password Reset Empower callers to easily reset passwords via voice • Reset password from any telephone anytime, anywhere • Supports common threat models • Account Number validation • Secret Questions • New password sent to email account maintained in online customer profile • Access to customer profile is required • Randomly generated password • Programmable list of characters • Programmable password length • Passwords can be submitted for account update • Option to online password service to generate new passwords

17. Location Finder (1 of 2) Easily find your stores anytime, anywhere via telephone • Make it easy for customers and prospects to find the store or office closest to them via the telephone • Serve customers without Web access or who prefer phone channel • Search by • City and State • Zip/Postal Codes • Street or intersection • Proximity • Product/Service availability • Hours of operation • Extends location information already on your Web site • Ensures consistent answers regardless of channel used • Web administration • Single database of locations to maintain for both phone and web inquires • Actionable analytics • Configurable service properties • Tuned to customer requirements

18. Location Finder (2 of 2) Flexible search results empowers caller to act immediately Voice Locator Search Result • Automatically ordered by proximity • Option to expand search radius • Audio file attachment option • Automatically transfer caller to desired location for further help or information

19. Inbound Survey Management Capture the customer’s voice – literally - with voice surveys • Cost-effectively know and act on the customer voice to deliver better future experiences • Conduct automated inbound surveys over the phone/voice channel • Invite customers to provide feedback by calling a centralized “800” number • Transfer caller to voice survey after completing agent-assisted service (e.g. incident) • Voice and speech recognition provide natural means of conducting survey • Encourages customer to complete survey • Ask survey questions audibly in customer’s natural language • Capture responses from the customer’s own voice, and attach recording to survey record and other relevant records • Support for several answer types • Insightful, actionable feedback analytics

20. RightNow Voice Capabilities Proactively contact customers with targeted outbound calling • Voice Routing • One number routing • Voice contact management • Caller information delivery • Incident management • Voice Self-Service • Knowledge base access • Status access • Password reset • Location finder • Inbound survey management • Outbound Voice • Web click-to-callback • Outbound survey management • Managed Services Enhance customer relationships and experiences with sophisticated outbound call automation

21. Web Click-to-Callback Prevent lost revenue and site abandonment with personal outreach • Empower customer visiting Website to request callback from agent to help them continue with an interaction • Complete purchase or transaction • Resolve issue • Get clarification • Continue research • Ask question • Prevents site abandonment and lost revenue • Keeps customer engaged • Achieve higher customer satisfaction • Improve resolution rates • Provides insight on how to improve Web site and self-help processes, identifying • Information gaps • Process deficiencies • Unclear instructions • Bugs and site problems

22. Outbound Survey Management Proactively solicit feedback from targeted audiences • Proactively capture feedback • Ensure you have all feedback needed to meet expectations of your customer experience strategy • Outbound dialer proactively, efficiently and cost-effectively captures feedback from large audiences • Target key, relevant audiences • Identify and survey targeted audience segments for focused insight • Achieve a broader sample base than Web-based surveys only • Concentrate on particular products, services or issues of concern • Achieve high response rates • Offer a friendly and engaging means of connecting with customer • Provide a quick, intuitive, easy-to-use means of answering questions • Act on customer voice with insightful feedback analytics • Act immediately • Act knowledgeably

23. RightNow Voice Notifications • Pre Appointment Notifications • Confirm/Validate Appointment Date and Time • Notify of Appointment • Post Appointment Notifications • Confirm site visit • Follow-up Directions • Thank you • Post Appointment Survey • Payment Reminder • Late Payment Reminder • Ability to integrate to payment system for phone based payments • Marketing • Ability to build outbound marketing campaigns for specific customer/prospect lists • Auto transfer to agent/franchise with positive receipt of marketing announcement

24. RightNow Voice Notifications • Customer Provides RightNow with the following: • Nightly/Weekly Feeds of Customer Numbers • Appointment Times • Post Appointment Notifications • Payment Amounts and Account Numbers • RightNow will provide: • Dialer (unlimited attempts) • Voice Mail notification and ability to leave message • Delivery of Pre/Post Notification • Incident Creation that can be mapped to customer record • Ability to transfer to local franchise or to survey application • Instant Online Results via Analytics Portal

25. RightNow Voice Capabilities Optimize voice solution investment with Managed Services • Voice Routing • One number routing • Voice contact management • Caller information delivery • Incident management • Voice Self-Service • Knowledge base access • Status access • Password reset • Location finder • Inbound survey management • Outbound Voice • Web click-to-callback • Outbound survey management • Managed Services Leverage expert implementation and support guidance to ensure ongoing success for your voice solution

26. Managed Services Maximize ROI with expert management, consulting and tuning • Day 1 AdvantageTM • Results-based engagement • Deploy quickly • Start with immediate results • Build on success • Initial deployment services • Content development and implementation • Grammar development • Ongoing services • Performance reports and analyses • Tuning, configuration and maintenance • Automated alerts and follow-up • Consultations • Upgrades and new features • Daily, weekly, monthly, quarterly and yearly deliverables • 24 X 7 X 365 support • No IT assistance required • RightNow performs day-to-day system management and maintenance • Customer focuses on content and core business rather than system management • Voice expertise from customers not required

27. Engagement Model Business Model Delivery Model • Initial Deployment: • Content Development & Implementation • Grammar Development • Ongoing Services • Configuration changes • Regular scheduled consultation to discuss status and best practices adoption • Regular grammar tuning to maintain and improve accuracy • Automated error notification and follow up • Voice talent/prompt recording • Upgrades and new features • Maintenance fees included • Packaged Applications • Fixed Deployment Fee • Managed Services Usage Pricing Includes: • Hosting Fee • Interface to the Knowledge Base • Interface to RightNow CRM • Customer database • Case Management • Analytics • Managed Service Fee

28. Voice Knowledge Base Report

29. Knowledge Base Access Support for advanced debugging applications Embedded scripting for advanced debug applications

30. RightNow Voice™

31. Voice Self-Service Network View