RightNow Introduces RightNow CX, the Customer Experience Suite

New Generation of Consumers with Sky-High Expectations and Social Empowerment Requires A New Solution; RightNow Delivers with RightNow CX ; RightNow Also Makes CX Commitment, Raising the Bar for Cloud Vendors Everywhere

Bozeman, Mont (October 27, 2009) – Today, RightNow (NASDAQ: RNOW) will kick off the first of its three global user conferences by announcing a groundbreaking cloud solution, RightNow CX, a customer experience suite designed to deliver great customer experiences that increase advocacy, grow sales and expand margins.

Greg Gianforte, RightNow founder and CEO, will open the conference today at 8:30 am MT by unveiling RightNow CX to clients, partners, press and analysts at The Broadmoor. While on stage, Gianforte will also pledge RightNow’s CX Commitment, a unique approach to ensuring client success by delivering on the unmet promise of SaaS (software as a service).

To listen to Gianforte’s keynote, click here.
Ground-Breaking Approach to Delivering Great Customer Experiences

RightNow CX is built from the ground up to help organizations deliver exceptional customer experiences, delivered in the cloud. RightNow CX addresses three primary customer engagement points–the Web Experience, the Social Experience, and the Contact Center Experience– to ensure a seamless experience, regardless of the number or type of interactions initiated.

Unlike CRM, which is an internally focused customer management systems, CX solutions are rooted in the end consumer. With its long-time consumer-focus, RightNow has led many innovations in knowledge management, community, voice of the customer, mobile and web experiences that simply don’t fit into traditional CRM. CX marks the shift from solutions that focus internally to solutions that focus externally and deliver superior customer experiences that drive revenue.
Expectations and Empowerment on the Rise

Today’s consumers have unlimited choices and incredibly high customer experience expectations. When their expectations are not met, consumers take action. The 2009 Customer Experience Impact Report found that 86 percent of consumers quit doing business with a company due to a bad customer experience; 82 percent of consumers that had a bad experience told others about it. With social tools at their disposal, the repercussions of this can be enormous.

“Consumers are forcing change in the way companies interact with them– customers are in control and set the tone for every interaction. Companies can’t manage the customer relationship anymore. However, with RightNow CX, they can control the customer experience they deliver.”
Jason Mittelstaedt, CMO
RightNow CX

RightNow CX is a revolutionary approach to delivering great customer experiences that grow sales, increase customer advocacy and expand margins. RightNow CX is built from the ground up with the customer at the center of the experience. It is a multi-channel customer experience solution for organizations that want to deliver superior customer experiences across web, social and contact center touch points. It includes:

The RightNow Web Experience which seamlessly integrates into an existing web infrastructure for a fully branded online customer experience. When consumers visit a website they can quickly and easily find what they’re looking for in an interactive, engaging, and branded environment. With the RightNow Web Experience, consumers can also easily transition across web self-service, agent online, mobile devices and telephone assistance based on their needs.

RightNow Web Experience includes Customer Portal (for web and mobile self service), Chat and Co-Browse, Email Management and Web Experience Designer. RightNow was recently named a leader by Gartner, Inc. in the ‘Magic Quadrant for E-Service Suites’ report, underscoring the strength of the RightNow Web Experience.

The RightNow Social Experience taps into social networking to promote brands, facilitate community, address customer concerns and drive revenue. Opinions are being formed and decisions being made about products and services without company involvement– on social networking sites (like YouTube, Twitter, or Facebook), on blogs and in online communities. Companies need to proactively monitor the discussions occurring on the social web, as well as facilitate interactions within communities sponsored by their brand. RightNow CX allows organizations to easily do both.

RightNow recently acquired HiveLive, an enterprise-class social platform provider. With the release of RightNow November ’09, also announced today, the HiveLive technology has been fully integrated and is now part of the RightNow Social Experience which includes Cloud Monitor, Support Community, Innovation Community, and Social Experience Designer.

To see a demonstration of the RightNow Social Experience, click here.

The RightNow Contact Center Experience delivers superior multi-channel customer experiences via phone, e-mail, online chat and voice self service. When a customer picks up the phone – either to speak with an agent, or interact through voice self service – they must be able to quickly and efficiently achieve their goals. Agents need a powerful agent desktop that is infused with knowledge. IVR menus should be intuitive, even speech driven.

RightNow Contact Center Experience includes Phone and Multi-Channel Interaction Management, Case Management, Voice Automation, and Contact Center Experience Designer (which consists of Desktop Workflow, Agent Scripting and Contextual Workspaces). Industry-leading companies like Black & Decker, iRobot, Motorola, Nikon, Overstock.com and Shaklee all use RightNow Contact Center Experience to run their award-winning contact centers.

RightNow Engage enables organizations to deliver the business processes of sales, marketing and voice of the customer across the web, social and contact center experiences. Paired with Engage’s analytics engine, it delivers deep customer insights and enables proactive, relevant customer communications, which builds loyalty and drives revenue.

RightNow Engage capabilities include marketing, for proactively engaging customers with personalized and relevant communications; sales, for revenue generation; and Voice of the Customer, for gathering actionable feedback.

Underlying RightNow CX is the RightNow CX Platform. The platform includes RightNow’s innovative self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experience. RightNow Connect provides the integration framework to easily connect RightNow CX with our systems. The entirety of the RightNow CX solution leverages a mission-critical SaaS delivery model providing unparalleled up-time, security and performance.

“With RightNow CX, we are the only solution in the market that can deliver native web self-service, chat, co-browse, email management, community, social monitoring, phone and multi-channel interaction management along with full marketing automation, voice of the customer, sales and analytics all driven from a foundational knowledgebase and delivered in the cloud.”
David Vap, vice president, products

RightNow Makes CX Commitment

“The the unfortunate truth about SaaS today is that it has too much software and too little service. RightNow is committed to leading the industry by putting the ‘service’ into SaaS. Our CX Commitment raises the bar for cloud computing providers everywhere.”
Greg Gianforte, CEO and founder

The RightNow CX Commitment is a tangible set of activities and investments RightNow is making to ensure client success. This includes:

* A relentless focus on results. RightNow is adding a client success manager to each account. These success managers will be incented on client success, not sales. RightNow is also launching a new RightNow Project Methodology to ensure the right results are met for every client.
* Proactively sharing expertise through the newly created Centers of Excellence. For each CX solution area a Center of Excellence will be established with deep expertise. These centers will combine the best minds from RightNow’s product management, development, support, professional services and sales teams to ensure ongoing development and sharing of CX expertise. RightNow is also planning to expand a popular service; Ask the Experts is going on demand, providing just-in-time online and in person access to the CX experts beginning next year.
* Delivering on the unfulfilled promise of SaaS. RightNow is committed to putting real service into SaaS, by transforming the service it delivers to clients. RightNow is simplifying contracts, providing transparency, more flexibility and remaining accountable to client results and success. RightNow also has committed to a vision of eliminating upgrades by providing invisible updates that empower clients to use new functionality quickly and easily and on a schedule that works for them.

RightNow Customers Comment on CX

“RightNow CX is a great step forward for all of us who want to deliver exceptional customer experiences that really make an impact. We look forward to working with RightNow across the three key experiences -web, social and contact center.”
Tim Bechtold, director, Support Center, Jackson Hewitt Technology Services
Jackson Hewitt

Related Announcements

Today, RightNow also announced:

* RightNow November ’09 Embraces Social Networking to Deliver Better Customer Experiences
* RightNow Study Reveals Empowered Consumers Have Sky-High Expectations When it Comes to Customer Experience

Real-Time Comments on RightNow CX

Several well known bloggers are attending the RightNow Summit and will be watching as Gianforte unveils RightNow CX. To read the latest reactions in the blog-sphere, go to the newly redesigned RightNow press room.

Follow feedback on RightNow’s ground-breaking announcement on Twitter as well:
Hash tags: #CX, #RNOWUC

Source: RightNow