RightNow Named A Leader in Independent Research Firm Customer Service Management Software Evaluation

Published on June 12, 2007 in Computer Software, Technology


Bozeman, Mont (June 12, 2007) – RightNow┬« Technologies (NASDAQ: RNOW) today announced it was named a leader in Interaction-Centric CSM Software in the Q2 2007 Forrester Wave(TM) report, Customer Service Management Software (May 2007). According to the report, RightNow offers “a robust offering for customer service, especially for consumer-facing organizations.” The report also states that RightNow “provides strong customer service analytics, comprehensive self-service tools, and a strong knowledgebase – at some of the lowest prices in the market.”

In evaluating RightNow’s customer service offering, available through the software-as-a-service (SaaS) deployment model, Forrester noted:

* RightNow provides a strong suite of tightly integrated tools spanning contact channels. Phone, email, chat and forum activity are all integrated into the customer records, and information presented during any interaction is available when transitioning to another medium.
* RightNow’s strength lies in the delivery of information to customers – through customized FAQs, directed marketing campaigns, speech-to-text and text-to-speech capabilities, and a unified knowledge platform that spans contact channels.

“While traditional CRM solutions are focused on internal process and procedures, RightNow’s solutions are built from a consumer’s perspective, to facilitate convenient and consistent interactions for consumers,” said Jason Mittelstaedt, vice president of marketing for RightNow. “It is significant to see that Forrester, a leading, independent research firm, has taken notice of RightNow’s consumer-centric solutions focus and approach.”

RightNow Service is designed to help companies deliver a superior customer experience through multiple channels, including phone, email, chat, web and voice, while significantly reducing contact center workloads and costs. With RightNow Service, organizations can also leverage one common self-learning knowledge repository and maximize the value of each interaction, gaining valuable customer information and taking advantage of cross- and up-sell opportunities.

Source: RightNow

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