RightNow CX harvests the social Web

RightNow reports the latest version of RightNow CX, its customer experience suite, has added Agent Desktop Twitter Following, which allows service agents to “follow” customers directly from within the Desktop Agent without launching a separate browser and logging into Twitter.

Agent Desktop Twitter Following tightly integrates with RightNow’s Intent Guide, which engages self-service consumers online, and the RightNow Knowledge Foundation, which combines collaborative knowledge management software technology with social crowd-sourced insights for multichannel delivery.

Agent Desktop Twitter complements RightNow Cloud Monitor, a social media monitoring tool that allows companies to listen to and join conversations consumers are having on the social Web.