RightNow to Power Multi-Channel Customer Experiences for SiriusXM Radio Inc.


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Bozeman, Mont., July 27, 2011
RightNow (NASDAQ: RNOW) today announced that it has signed an agreement with SiriusXM Radio Inc. for the company to use RightNow CX, the customer experience suite. RightNow CX is expected to enable SiriusXM to improve its customer experience across multiple interaction channels, while also realizing increased efficiencies and cost savings.

“Delivering even better experiences across all customer interactions is critical to achieving our goals of increasing customer retention and driving incremental revenue opportunities. We are pleased to employ RightNow as part of our customer experience initiative.”
-Joe Zarella, group vice president and chief service officer, SiriusXM

RightNow’s Dynamic Agent Desktop is expected to empower SiriusXM’s agents to deliver exceptional experiences across phone, email, and chat interactions. With RightNow as their contact center system of record, SiriusXM agents will benefit from a single view of all customers interactions. In addition, RightNow’s powerful knowledge foundation, scripting and workflow capabilities are expected to assist agents in answering queries quickly, correctly, and consistently, enabling SiriusXM to increase agent productivity and reduce training times.

SiriusXM will also deploy RightNow Web Experience, to improve customer self-service options and to reduce inbound calls and emails.
The RightNow solution is delivered via the RightNow CX Cloud Platform, which is designed for easy configuration and integration, giving companies the flexibility and agility they need to react at the speed of the consumer. With the RightNow CX Cloud Platform, SiriusXM will be able to update the agent desktop screens, workflow and business rules, and integrations to other systems. In addition, RightNow’s cloud-based solution makes it simple to ramp agents up or down to manage call volume spikes, while still maintaining the same exceptional customer experience.

“RightNow CX is the solution of choice for consumer-focused contact centers. We are proud to add SiriusXM to the RightNow family of clients who have selected RightNow to power elevated multi-channel customer experiences while gaining efficiencies.”
-Wayne Huyard, president and chief operating officer, RightNow

About SiriusXM Radio
SiriusXM Radio is America’s satellite radio company. SiriusXM broadcasts more than 135 satellite radio channels of commercial-free music, and premier sports, news, talk, entertainment, traffic, weather, and data services to 20.6 million subscribers. SiriusXM offers an array of content from many of the biggest names in entertainment, as well as from professional sports leagues, major colleges, and national news and talk providers.
SiriusXM programming is available on more than 800 devices, including pre-installed and after-market radios in cars, trucks, boats and aircraft, smartphones and mobile devices, and consumer electronics products for homes and offices. SiriusXM programming is also available at siriusxm.com, and on Apple, BlackBerry and Android-powered mobile devices.

SiriusXM has arrangements with every major automaker and its radio products are available for sale at shop.siriusxm.com as well as retail locations nationwide.

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 ten 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.

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