David Vap, Chief Solutions Officer for RightNow, Talks About the Contact Center And Social Business Stratgies

David Vap, Chief Solutions Officer for RightNow knows the importance of the web experience. RightNow continues to invest in the social experience. The web, the social experience and the contact center experience are the three most important ways for a customer to interact. Vap and his team want companies to listen to the social environment and interact with customers in the customer’s preferred networks.

A customer demands product pages, and now wants a solution from a peer. Today’s customer will communicate with the social community in addition to interacting with the contact center.

The consumer crosses the web, social and contact center--all vehicles for the contact center to interact. Mobile is an exciting environment and today’s consumer wants to interact remotely and have the same access from any mobile device, anywhere and any time. Vap wants his customers to extend the paradigm, all the capabilities for a desktop, web browser or landline.

RightNow’s customer Match.com has 20,000 singles registering every day—an increasing percentage of customers are interacting through mobile and other channels. Match is getting closer to the customer through mobile and social-engaging with people on the devices they are using today—using the contact center industry and personnel.

RightNow helps create a standard systematized approach for all the major platforms and industry specific communities. Their software allows customers to create a tailored approach. The company also leverages cloud monitoring to help companies connect with consumers in their preferred channel. Find out more in this podcast with RightNow Technologies Chief Solutions Officer David Vap.