Voice Technology in CRM
Integration of voice technology: RightNow Technologies is making a concerted effort to integrate its CRM software with voice applications.
From SearchCRM:
RightNow is making eight new voice applications available around its Service module including voice access to the knowledge base, a voice incident management system, location finder, order status, repair tracking, refund status, password reset and customer survey tool.
The voice applications are being offered as hosted tools. An interesting issue will be the public/customer reception of voice-enabled solutions within the customer relationship management environment.
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