The Global Association for Contact Center Best Practices & Networking

Sydney, 1 September 2010 - RightNow today announced that 4G wireless Internet network, vividwireless, a Seven Group Holdings Limited company, has deployed RightNow CX to help support its brand promise of the highest standards of customer service. RightNow supports vividwireless across multiple interaction channels including phone, web, email and chat.


As Australia’s first 4G wireless market, vividwireless is differentiating itself by providing exceptional customer experience. This is not only across its products and services, but also through the customer care it provides. Its RightNow enabled Web and Contact Centre Experience are essential elements of that differentiation.

Through working with RightNow, vividwireless will also gain deep insight into the requirements of its customers. A single, centralised customer contact record, integrated with existing systems, such as a billing engine, will hold a rich source of customer insight into customer behaviours, service issues, as well as enquiry trends – all of which will be unlocked by RightNow’s rich analytic and reporting capabilities. Meanwhile, improved queue management and incident escalation will help the network operator take better control of its customer care operation.

Initially, RightNow has supported vividwireless through its launch location of Perth and initial extension to Sydney and Melbourne. The system’s scalability and cloud-based architecture means it will easily flex to meet the company’s growth plans as it pushes into other metropolitan areas.

Martin Mercer, Chief Executive Officer of vividwireless explains further the criteria that led to them selecting RightNow:

"Australia’s first 4G wireless network provides customers with what we believe is a new and better Internet experience. We felt that it was essential to align our customer service offering to the exceptional experience offered by our products. With that in mind we needed a system that would integrate with existing systems, scale over time as required and be easy to use – for customers and staff.

"In among those criteria was the very real need to get a better handle on the voice of the customer, understanding what they need from us, where we could be doing better and where we’re doing well. RightNow’s ability to offer all of that through a single system was a critical selection point because now we’re able to gain visibility into customer trends and make better informed business decision on the back of the data.

"RightNow is critical to our objective of delivering customer service that meets customer demand and exceeds expectations.

Brett Waters, Vice President Asia Pacific - South, RightNow Technologies says, "vividwireless is at the forefront of the next generation of Internet technologies. The company combines an exceptional media pedigree with telecommunications expertise and an abiding commitment to customer service. It's a potent mix and we are delighted to be working alongside them as they embark upon the roll-out of Australia's first 4G network."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prwire.com.au

About ContactCenterWorld.com:
Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center Best Practices & Networking