RightNow Delivers Enterprise-Class Integration Capabilities With RightNow Connect

Published on May 15, 2007 in Computer Software, Technology


Latest Version of CRM Solution Also Includes Global Capabilities With Support for 21 Languages and Dialects

Bozeman, Mont (May 15, 2007) – RightNow┬« Technologies (NASDAQ: RNOW) today announced the availability of RightNow 8.1, the company’s enterprise-class, on demand solution for customer service, sales, marketing and feedback. RightNow 8.1 includes RightNow Connect, a standards-based service oriented architecture (SOA) integration framework that helps companies connect their customer relationship management (CRM) solution with other systems in the organization. The new version of RightNow’s CRM solution also includes support for 21 languages and dialects.

An exceptional customer experience can be the single most powerful way for companies to set themselves apart from competitors. To provide consistently excellent experiences, companies need to deliver relevant knowledge to their customers and to frontline employees, regardless of where that information may reside. With RightNow Connect, companies can get a complete view of customer activities from across every system and channel throughout their organizations.

“Large enterprises have customer data stored in multiple systems,” said David Vap, vice president of products at RightNow. “With our standards-based approach to integration, RightNow Connect will help our clients leverage disparate data to provide customers with timely, personal and consistently high quality service, while minimizing the cost of integration. With RightNow Connect we also have a new online development community that will facilitate conversation, technical exchange and brainstorming between RightNow, partners and customers.”

RightNow Connect can perform several types of integrations within the enterprise, including:

* Data integration- moves data between RightNow and other computing platforms and databases, such as DB2, Oracle, SQL Server and legacy systems.
* Business process integration- connects RightNow data or functionality with business process management systems such as WebMethods, WebLogic and WebSphere Business Integrator
* Desktop integration- combines the RightNow desktop with other desktop applications such as Microsoft Office
* Packaged application integration- connects RightNow to other packaged applications such as SAP, Siebel, JDE, and PeopleSoft
* Communications integration – provides seamless connectivity for RightNow applications to common call center technologies like the Genesys Customer Interaction Management Platform

Genesys and Informatica Support RightNow Connect

RightNow has several partnerships that support the integration capabilities found in RightNow Connect. For example, RightNow Connect includes a pre-built adapter for Genesys 7.5, a market leading customer interaction management system. With this integration, when a customer engaged in a self-service session on the phone opts for agent assistance, the system automatically selects the best agent and provides that agent with the customer’s history and context of his or her self-service session to maximize cross- and up-sell opportunities while delivering great customer service.

To enable enterprise wide data and packaged application integration, RightNow teamed with Informatica. To provide outstanding customer experiences, frontline employees often need information-such as the status of a shipment or a customer’s recent transaction history-that typically resides in multiple, disparate systems. Informatica makes it easier to integrate RightNow with ERP systems, data warehouses, analytics applications, and other IT resources that provide information to enhance the customer experience.
Global Reach with 21 Languages and Dialects

In support of RightNow’s many multi-national clients, RightNow 8.1 allows enterprises to localize their CRM implementation with 21 languages and dialects including Chinese (simplified, traditional Cantonese and traditional Mandarin), Czech, Danish, Dutch, English (American, European and Australian), Finnish, French (European and Canadian), German, Italian, Japanese, Korean, Norwegian, Polish, Brazilian Portuguese, Spanish, and Swedish.

For more information about RightNow Connect go to:RightNow Connect

Source: RightNow

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