Chris OmlandProduct Manager, Integration Centers of Excellence

Advanced Agent Desktop – Connect Add-In Framework

Answer the question: “What is the Add-In Framework?”

Understand what’s happening with the Add-In Framework

See Add-Ins in action

Everyone in attendance to begin utilizing the Add-In Framework

Session Goals

What Is The Add-In Framework?

Every business has some common elements.

Beyond the common, every business will have unique business processes.

How do you meet these common elements and the countless unique scenarios?

Compelling Need

Desktop Add-In Framework

AutomationRemoving manual steps or decisions an agent is required to take to perform some task inside the agent desktop, this may be visual or non-visual.

IntegrationBringing in external data and external systems within the RightNow agent desktop.

ExtensionBringing in new application functionality that RightNow does not offer by default into the RightNow agent desktop.

.NETLeverages Visual Studio as development platform

Visual ControlsMenu Buttons, Headers, Items, Status Bar, Navigation Bar, Custom Controls

Order Management & RMAVideo of RMA Add-In

Data SynchronizationPervasive Demo

Search of external data sourcesClient story

Common Business Problems

What’s Happening With Add-Ins and Integration?

RightNow Connect Overview

Data Integration

Web Integration

Extending, unifying and automating the dynamic agent desktop including agent workflow, scripting and contextual workspaces

Real-time access and synchronization of data regardless of location: back office, contact center, web, and social

Extending the CX experience to existing web solutions through integration of data and services at the application server, website, or agent desktop.

DesktopExtensibility

Developer Community

Collaboration, Conferences, Best Practices

Technology Partner

Ecosystem

Best-of-Breed Technology providers make integration quick and easy.

Enterprise Integration & Extensibility

Open, standards-based capabilities and tools to rapidly andcost-effectively integrate RightNow CX within enterprise systems

and extend business capabilities.

Contact Center Agent

Web Social Existing Systems

Integration Expertise Over 1 billion integration transactions per year Over 52% growth in transaction volume in 2009 Years of integration API experience

~300% growth in clients using add-insDow CorningTiVoOverstock.comRightNow

Over 11 partners developed add-ins

Accounts for a large portion of Connect developer community traffic

Add-In Growth

Understanding The Add-In Framework

RightNow Dynamic Agent Desktop FeaturesContextual Workspaces Feb ’08Guided Assistance Aug ’08Desktop Add-In Framework Aug ’08Agent Scripting Nov ’08Add-In Framework Rules Support May ’09Desktop Workflow Aug ’09Reporting Feb ’10Custom Objects Nov ’10

Add-ins extend the dynamic desktop!All dynamic features can be driven by external data, rules, and logicAgent work processes can extend beyond the desktop

Dynamic Agent Desktop

Allows YOU to extend the agent desktopAutomationIntegrationExtension

Desktop vs. Data IntegrationThis is about user interface, agent efficiency, and a unified agent desktop

Client Side IntegrationSaaS integration inside your firewall

Real TimeDrive your agent activity from your customer input and business systems

The Add-In Difference

Sample Desktop Add-In

Asset Search bySerial Number

Add-In Tabs display specific

Asset information

Dynamic Tools in Workspace Ribbon

Visual Controls – Add-Ins

Interaction with dynamic agent desktopScripting

• Add-In Rules & Rules Add-In

Workspaces• Add-In Rules & Rules Add-In

Analytics• Report Record Command Add-Ins

Workflow• Add-Ins can live on the components that make up a workflow

Beyond The Visual

Demo of Add-InsSome type of workspace/scripting rules demo

Demo of Add-InsSome type of report add-in demo

Demo

Connect Web Services for SOAPAdd-In can leverage Connect Web Services for SOAP for data integration

Custom ObjectsCustom objects are available for use from the add-in framework

Add-Ins & Other RightNow Features

Demo of add-ins, custom objects, and CWS

Demo

Add-In Deployment

Central configuration manager for add-insUpload NewModify ExistingRemove ExistingConfiguration (May 2010+)

Enable add-ins at a profile and interface levelAdd-ins automatically deployed next time agents login

Add-In Manager

Demo add-in manager

Demo

Add-In Development

RightNow Contact Center or ECCAugust ’08Really November ’08

Visual Studio2010 – November 2010 and beyond

• .NET 4.0

2008+ – Prior to November 2010

System Requirements

.NET or Java Development Experience1-3 years

Basic UI development knowledge

No requirement to “know” RightNow code

Development Skill Set

Local execution of add-insDoesn’t require upload to server

Faster time to develop, test, and fix

Execution of add-ins without effecting your production systems

Developer Mode

How To Get Started

Identify your business problem and classifyAutomateIntegrateExtension

Ask us!CSMDeveloper Community

Discuss with your developers

Business Problem

Plenty of enablement material for getting startedAdd-In Getting Started VideoGetting Started Guide

Developer GuideWhen designing specific solution to business problem

Developer Community

Developer Getting Started

RightNow Developer Communityhttp://community.rightnow.com/developer/

RightNow Developer Bloghttp://www.rightnow.com/devblog

Follow us on Twitter@RightNowDev

Technical Publicationshttp://www.rightnow.com/pdf/Integration_in_the_Contact_Center.pdf

Additional Resources

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