RightNow’s New Cloud Services Portal Provides Up-to-the-Moment Visibility into Mission-Critical SaaS Applications

RightNow Makes It Easy for CIOs to Manage Applications and Data in the Cloud

BOZEMAN, Mont. (August 10, 2010) – RightNow (NASDAQ:RNOW) today introduced the RightNow Cloud Services Portal. A key component of the RightNow CX Cloud Platform, also announced today, the new Cloud Services Portal provides near real-time, 24×7 visibility into RightNow’s cloud operations. By providing the same transparency into its cloud-based customer experience platforms as an on-premise solution, RightNow is removing yet another barrier to SaaS in support of organizations’ transitions to the cloud and empowering CIOs and IT managers to more successfully implement, monitor, measure and manage their cloud-delivered operations.

RightNow’s Cloud Services Portal Ups the Ante for SaaS Delivery and Transparency

Cloud Services Portal moves beyond the typical portals available from most cloud vendors that simply provide a static view of an application’s up time. These approaches do not meet CIOs’ needs: the data they provide isn’t actionable and isn’t client specific. RightNow’s Cloud Services Portal sets a new standard for cloud providers by giving CIOs and IT managers client-specific, actionable insight into the mission-critical operations and infrastructure of their RightNow CX deployments.

Cloud Services Portal Provides Transparency and Drives Better Decision Making

Managing customer experiences is a mission-critical process where seconds count. RightNow’s Cloud Services Portal provides near real-time visibility into important operational metrics, including performance, availability, reliability and scalability. The up-to-the minute information gives CIOs and IT managers the specific, actionable insight and trend analysis they need to make important business decisions, react quickly to changing business conditions, and plan more effectively.

Cloud Services Portal gives IT organizations complete transparency into:

  • Service Status: full insight into current and historical status of all deployed RightNow
  • Service Statistics: real-time visibility into bandwidth and usage statistics for every deployed channel.
  • Operations: a single view of historical and planned operational activities, scheduled solution updates, sandbox locations and access, service level attainment, and root cause analysis for all incidents.
  • Business: an inventory of all purchased items and direct usage mapping, allowing organizations to more easily perform usage-based monitoring and ensure license compliance.

Comments on RightNow Cloud Services Portal

“At Jackson Hewitt, our customer experience processes, and the RightNow solutions that support them, are mission critical. We are thrilled that RightNow is delivering an IT-friendly Cloud Services Portal that gives us the meaningful information we need to manage our cloud applications, help mitigate risk, and support decision making.” Danamichele Brennen, chief technology officer, Jackson Hewitt Tax Service

“RightNow’s new Cloud Services Portal makes it even easier for IT management to view, manage and measure mission-critical operations in the RightNow cloud. It provides the operational visibility organizations expect from on-premise systems, along with the reduced infrastructure costs, scalability and rapid time to value benefits of the cloud.” Laef Olson, chief information officer, RightNow

Mission-Critical Cloud Access Anytime, Everywhere

The Cloud Services Portal, part of RightNow Mission-Critical Operations, provides the reliability, security and scalability demanded for always-on business processes.

RightNow Mission-Critical Operations includes:

  • Reliable Infrastructure: provides global coverage from a fully redundant infrastructure in six geographically dispersed data centers. All of these are robust, world-class data centers which meet strict standards for availability, reliability and security.
  • Trusted Security: provides robust security, backed by RightNow’s dedicated security team. Security measures include network intrusion detection and 24×7 monitoring across all data centers; daily external vulnerability assessments and quarterly third-party security audits; and secure, encrypted access for clients. RightNow provides industry-leading compliance certifications to help validate the necessary check points for achieving security requirements, including DIACAP, NIST, PCI-DSS/ PCI-SSC, HIPPA, SAS 70/SSAE 16, and FISMA.
  • Robust Scalability: supports the high volume demands for nearly 2,000 clients, including some of the largest global brands such as Sony, Nikon, EA, BT and TomTom, with a proven track record of delivering high availability.

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven 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.


Media Contacts:
Jaia Zimmerman, 650-653-4441
Horn Group for RightNow
Jaime Lovejoy, 415-905-4039

Source: RightNow