The PRWIRE Press Releases https:// 2011-10-26T03:54:00Z RightNow Introduces RightNow CX for Mobile Apps, Helps Organisations Deliver Exceptional Customer Experiences Everywhere 2011-10-26T03:54:00Z rightnow-introduces-rightnow-cx-for-mobile-apps-helps-organisations-deliver-exceptional-customer-experiences-everywhere RightNow (NASDAQ: RNOW) puts full-featured service <http://www.rightnow.com/cx-suite.php> into mobile applications, creating great experiences for end consumers and making it easy for brands to add service capabilities to any app. “As mobile devices grow and the app market matures, brands have come to realise the critical need to deliver great customer experiences from every channel – not just on the device, but integrated seamlessly into the mobile apps themselves. Offering the full RightNow CX suite from within an app is the next step in engaging with consumers via mobile devices,” said Jason Mittelstaedt, chief marketing officer, RightNow. Mobile devices and apps have changed the way consumers shop, receive information, view media, find entertainment and engage with brands; however, most mobile apps lack any meaningful customer service capabilities. RightNow CX for Mobile Apps makes it possible for consumers to engage in interactive support with brands, from directly within a mobile app. From a simple click in an app, consumers can access the full functionality of the RightNow customer experience suite, to: Speak directly with a service agent, or engage in an interactive text chat Tweet questions using the #help [brandname] hashtag to receive immediate, automated answers via Twitter Submit email inquiries Search for help in a knowledge base; view answers, rate answers, see related questions Engage directly with a brand’s Facebook page <http://www.facebook.com/#!/rightnowtechnologies> Troubleshoot an issue using self-guided service RightNow CX for Mobile Apps in Action The Boston Globe has a new iPad app that delivers the same great content from the print edition of the Globe, but on an iPad. The app includes full-featured service and support using RightNow CX; if an individual needs help it is simply a click away. Users can search for answers, chat live with a representative or have an agent call them. Click here to see how RightNow CX support capabilities are embedded in the Boston Globe iPad App. RightNow also developed the Powering Great Experiences App (PGXApp) for its own global summits to ensure clients have good, meaningful experiences while attending the events. The PGXApp has RightNow CX embedded within the app; it includes the ability to call or chat online with a live agent, search the knowledgebase for answers or Tweet a question to RightNow. Any organisation with RightNow CX in place can access RightNow CX for Mobile Apps capabilities. The necessary toolkit – with business objectives, examples, design guidelines, and more – will be available in the RightNow Community in Q4 2011. “To help brands stay ahead of the rapidly evolving consumer, we provide accelerators - comprehensive toolkits that focus on specific consumer interactions, like mobile – that leverage RightNow CX to quickly take advantage of new consumer trends and opportunities,” said David Vap, chief solution officer, RightNow. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow CX for Twitter Helps Companies Deliver Great Customer Experiences on the Social Web 2011-10-26T03:52:00Z rightnow-cx-for-twitter-helps-companies-deliver-great-customer-experiences-on-the-social-web RightNow (NASDAQ: RNOW) delivers a new service, RightNow CX <http://www.rightnow.com/cx-suite.php> for Twitter, harnessing the power of Twitter to deliver better customer experiences. Twitter’s real-time information <http://twitter.com/#!/RightNowNews> and conversation streams have seen tremendous adoption; now instead of simply broadcasting content to followers, Twitter users can instantly access customer support from their favourite brands directly via the social network. “As more consumers use Twitter to voice their opinions, businesses have an opportunity to use this burgeoning channel as a way to deliver great experiences to customers. Rather than searching the web to find support, CX for Twitter allows consumers to tweet a question or issue and receive immediate resolution,” said Jason Mittelstaedt, chief marketing officer, RightNow. RightNow CX for Twitter Makes it Easy for Consumers to Get Support With RightNow CX for Twitter, individuals can simply tweet a question or request to a specific brand using a hash tag based on the RightNow service syntax – #help_brandname. CX for Twitter connects to the RightNow knowledge base and automatically returns an answer. The entire customer and brand engagement happens automatically within Twitter. Any organisation using RightNow CX, the customer experience suite, can easily enable the CX for Twitter service. RightNow CX for Twitter takes cloud monitoring capabilities a step further by enabling an automatic, contextually correct response from the brand to the consumer. The necessary toolkit to enable RightNow CX for Twitter – with business objectives, examples, design guidelines, and more – will be available in the RightNow Community in Q4 2011. RightNow Showcases CX for Twitter at RightNow Summit RightNow developed the Powering Great Experiences App (PGXApp) for its own global summits <http://www.rightnow.com/events.php> to ensure clients have good, meaningful experiences while attending the events. The PGXApp has RightNow CX embedded within the app; it includes the ability to call or chat online with a live agent, search the knowledgebase for answers or Tweet a question to RightNow.About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow is Recognised as a Leader in 2011 Magic Quadrant for CRM Web Customer Service 2011-09-22T23:33:00Z rightnow-is-recognised-as-a-leader-in-2011-magic-quadrant-for-crm-web-customer-service-1 RightNow <http://www.rightnow.com/> (NASDAQ: RNOW) was named a Leader by Gartner, Inc. in the 2011 Magic Quadrant for Web Customer Service (WCS). According to Gartner, Leaders “demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of WCS on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organisation's competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich WCS suites where their own knowledge base solution is part of the integrated offering and that can be deployed and supported globally and have at least six of the seven WCS framework components supported as an own OEM solution.” RightNow CX <http://www.rightnow.com/cx-suite.php> the customer experience suite, helps consumer-focused organisations provide superior customer experience seamlessly across the web, social networks and contact centre. RightNow Web Experience <http://www.rightnow.com/cx-suite-web-experience.php> allows consumers to easily find the information they need anywhere, anytime via a feature-rich, branded web customer service solution from their computer or mobile device. RightNow Web Experience <http://www.rightnow.com/cx-suite-web-experience.php> also empowers consumers to serve themselves or seamlessly transition to agent-assisted help via email <http://www.rightnow.com/cx-suite-email-management.php> , chat <http://www.rightnow.com/cx-suite-chat.php> , or phone <http://www.rightnow.com/cx-suite-voice-automation.php> . “RightNow is excited to be named a Leader in the Gartner Web Customer Services Magic Quadrant. Delivering exceptional customer experiences seamlessly across the web, contact centre and social networks is a key differentiator for leading brands, and RightNow continues to provide innovative solutions to help companies improve customer experiences, reduce costs, and increase revenue,” says David Vap, chief solutions officer, RightNow. Click here <http://www.rightnow.com/resource-ra-gartner-magic-quadrant-web-customer-service.php> for a complimentary copy of Gartner's 2011 Magic Quadrant for Web Self Service. RightNow Recognised for Industry-Leading Customer Experience Solutions In addition to the Leadership quadrant position in the Gartner Magic Quadrant for Web Customer Service, RightNow has received numerous industry accolades this year, including: Named a Leader in the Gartner Magic Quadrant for CRM Customer Service Contact Centers <http://www.rightnow.com/cx-news-17830.php> Won IQPC Call Center Excellence Award <http://www.rightnow.com/cx-news-20504.php> for Best Technology Solution Provider Won multiple CRM Magazine Service Leader Awards <http://www.rightnow.com/cx-news-17696.php> in the Web Support, Contact Center Search, and Enterprise Feedback Management categories RightNow clients are also racking up awards for the results they are driving using RightNow solutions: BT Retail, Jackson Hewitt, J&P Cycles, and University of New England earned Gartner & 1to1 Media CRM Excellence Awards <http://www.rightnow.com/cx-news-17790.php> for driving significant value through their customer relationship and experience strategies Telecom New Zealand was recognised as a CRM Magazine Service Elite <http://www.rightnow.com/cx-news-17696.php> for transforming its contact center to deliver exceptional multi-channel support About the Magic Quadrant The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com <http://www.rightnow.com> . RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market. RightNow Powers Great Mobile Experiences for KLM 2011-07-29T01:31:00Z rightnow-powers-great-mobile-experiences-for-klm Sydney, 29 July 2011 – RightNow <http://www.rightnow.com/> (NASDAQ:RNOW) is powering great customer experiences for airline KLM Royal Dutch Airlines <http://www.klm.com/travel/nl_en/index.htm>. With RightNow CX, the customer experience suite, KLM is delivering dynamic support information to customers on its award winning * mobile website. The KLM mobile site is now receiving more than 20,000 visits per day as travellers increasingly rely on smartphones to check-in and find answers to their questions while on the move. KLM’s mobile site allows passengers to book flights, check-in, check flight status, and, with RightNow CX Intent Guide, receive easy and quick access to answers to their queries. Using advanced natural language search technology, Intent Guide understands exactly what website visitors are looking for and immediately delivers high-value, relevant content. For example, a passenger who would like to find out about the leg space in the specific seat class they have purchased might type ‘long legs’ into the search box. This passenger will instantly get an answer about the space for all different seats, which would include the seat they purchased. KLM has used RightNow CX Intent Guide on their corporate web site since 1997, and extending RightNow Intent Guide to their mobile web interface was the next critical step to continuing to elevate their customer experience. KLM’s passengers expect the same customer experience via their smartphones as when searching via their laptop or PC. The consistency between experiences means that customers are left feeling positive about the brand. “We’re aiming for 10 percent of our overall online visits to occur on the mobile site. To achieve this goal, we must deliver an excellent customer experience every time customers interact with us,” says Rob Zwerink, director of e-development at KLM. With events such as extreme snowy conditions across Europe last winter and the volcanic ash cloud from Iceland driving demand for instant support information, KLM has high expectations for the mobile site. Zwerink concludes, “Mobile is one of the most important channels for us now, and we have invested in technology to ensure our passengers receive an excellent experience on the move. It is critical that we are able to provide the same level of service via smartphones and our website to ensure consistency in brand experience, especially during peak times or events that result in a high-level of online queries.” Via the KLM website, RightNow has answered more than 3.3 million questions in the past 12 months, delivering instant support in six languages for customers around the world. The continuity of support across both the KLM website and mobile website ensures a superb customer experience. *Positive customer feedback about the mobile site helped KLM scoop the Mobile Media & Marketing Award, given by the digital and mobile marketing agency Mobile Generation <http://translate.googleusercontent.com/translate_c?hl=en&prev=/search%3Fq%3DMobile%2BMedia%2B%2526%2BMarketing%2BAward%2B-%2BKLM%26hl%3Den%26biw%3D1419%26bih%3D695%26prmd%3Divns&rurl=translate.google.co.uk&sl=nl&twu=1&u=http://www.mobgen.com/&usg=ALkJrhii> and Telegraaf Media Group <http://www.tmg.nl/?language=nl&size=11px> . About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. New RightNow Research Signals Growing Influence of Social Media on Consumer Purchasing Decisions 2011-07-27T06:03:00Z new-rightnow-research-signals-growing-influence-of-social-media-on-consumer-purchasing-decisions Sydney – 27 July 2011 – According to the 2011 RightNow Australia Customer Experience Report, Australians are rapidly adopting social media and it is influencing their purchasing decisions. The survey shows the number of Australians actively using social media (sites such as Facebook, Twitter and YouTube) has jumped from 53 percent to 69 percent of the total population in the last twelve months. Additionally, one in four consumers who use social media have made a purchase because of a social web discussion and the number of consumers that want organisations to contact them via social media with special offers and discounts rose to nearly 61 percent (up from 57 percent in 2010). Brett Waters, vice president Asia Pacific – South, RightNow, said, “It’s been amazing to watch not only the rapid adoption of social media in Australia, but also the consumer’s desire to engage more directly with organisations on the social web. While good in-person service will always be important, the experiences that customers receive on the web or when conversing on social media are just as critical. Even more imperative are the interactions customers have with other customers.” Other key findings regarding consumer expectations and social media include: 39 percent of consumers believe companies listen to customer feedback about their products and services on social networking sites 37 percent welcome responses to positive comments made on social sites 34 percent are happy to be contacted directly by a company after making a negative post 30 percent are happy for organisations to use social media conversations to sell products or services Mobilising the communication channel The survey uncovered another emerging trend among Australians: they are actively using mobile devices as a tool to research and make purchases. 40 percent of Australians’ use a mobile device to access the Internet Just over half of those mobile users (55 percent) use their devices to search for information on the companies they do business with 32 percent of mobile users report using their devices to make purchases (not including iTunes) Waters noted, “With the use of mobile devices on the rise, the study suggests that companies need to begin planning to mobilise their customer support efforts or risk being left behind. Australian organisations today are facing a difficult challenge: maintain quality service across traditional communication channels and at the same time implement strategies that embrace the strengths and flexibility of emerging channels such as mobile devices and social media.” About the survey The 2011 RightNow Customer Experience survey was conducted in April 2011 by StollzNow Research and involved more than 700 Australian consumers aged between 18 and 65 years. The survey gauged consumer attitudes and experiences across the retail sector and six service industries, including telecommunications, ISPs, insurance, financial services, travel and hospitality, and utilities. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow Powers More Than Forty Global Gaming Companies’ Exceptional Multi-Channel Customer Experiences 2011-04-29T01:19:00Z rightnow-powers-more-than-forty-global-gaming-companies-exceptional-multi-channel-customer-experiences Sydney, 29 April 2011 - RightNow (NASDAQ: RNOW) helps more than forty global gaming companies deliver unparalleled multi-channel customer experiences to drive revenue, increase efficiency, and build loyalty. Using RightNow CX, the customer experience suite, leading gaming brands including Activision, Big Fish Games, EA, NC Interactive, and Sony Online Entertainment, can quickly and consistently respond to customer needs via the web, contact centre, and social networks. “RightNow’s leading multi-channel customer experience solutions, combined with our deep expertise based on numerous gaming implementations, make us the customer experience solution of choice for the gaming industry. We are proud to help so many leading gaming companies get their customers back into the game with fast and effective customer service,” said Jason Mittelstaedt, chief marketing officer, RightNow. Activision Answers the Call of Duty by Providing Great Customer Experiences Activision, maker of popular games Call of Duty and Guitar Hero, uses RightNow CX to power its next generation social contact centre. With RightNow CX, Activision’s agents not only efficiently respond to gamers’ requests via traditional interaction channels; they can monitor, listen and respond to gamers’ commentary via social media channels such as Twitter and Facebook to provide exceptional support. When Activision launched the latest version of Call of Duty, it was able to reduce email and phone traffic by 25 percent by enabling gamers to find answers via their preferred social channels. Activision also delivers the information gamers need to help themselves via the phone so they can get back in the game as fast as possible. With RightNow CX’s interactive voice response (IVR) capabilities, 70 percent of gamers that call Activision are able to automatically access answers to help themselves without speaking to an agent. In addition, RightNow has been an invaluable source of customer insight for Activision. By capturing support data across all channels, Activision is equipped with a rich source of actionable information to promptly identify and respond to customer concerns and development preferences, leading to a higher-quality product and a more satisfied customer. Big Fish Games Provides Players with Stress-Free Support Big Fish Games is a developer, publisher and distributor of casual games for PC, Mac, mobile and tablets. The company offers A New Game Every Day! on www.bigfishgames.com and distributes more than two million games per day. To date, the company has had more than 1 billion games downloaded from its website. Customers come to Big Fish Games to relax, and the company strives to make their customer support an extension of that experience. With RightNow CX, Big Fish Games enables support across multiple channels, including phone, web, email, and chat. RightNow also helps Big Fish Games offer support in ten languages (Danish, Dutch, English, German, French, Italian, Japanese, Portuguese, Spanish, and Swedish). Using RightNow CX, Big Fish Games’ live chat agents are online in multiple time zones to deliver an enhanced positive experience. As a result of implementing RightNow’s customer experience solutions, Big Fish Games has greatly expanded its support offerings across the globe. Sony Online Entertainment Provides Premium Global Support Sony Online Entertainment (SOE) is a recognised worldwide leader in massively multiplayer online (MMO) games with titles such as EverQuest, and Star Wars ; Galaxies. SOE uses RightNow CX to effectively manage web, email, chat, and phone support from a single, unified customer experience platform to deliver the premium service expected from a world-class brand. RightNow also provides SOE with a complete global view of customer activities. With interfaces in French, German and Japanese, SOE delivers consistent and relevant knowledge to customers, regardless of location or time zone. SOE has even integrated RightNow with its custom in-game support tools to provide players with information at every point of contact. SOE is able to capture customer data directly from the customer’s gaming session to automatically route the incident to an agent with the most appropriate skills. With this enhanced access to relevant information, contact centre agent productivity has improved 40 percent, and agents can more quickly diagnose and respond to support incidents. In addition, customers have the same great information at their fingertips on the web, and as a result, phone traffic has become only 2 percent of the contact centre agents’ workload. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow is Recognised as a Leader in the 2011 Magic Quadrant for CRM Customer Service Contact Centres 2011-04-27T02:46:00Z rightnow-is-recognised-as-a-leader-in-the-2011-magic-quadrant-for-crm-customer-service-contact-centres RightNow <http://www.rightnow.com/> (NASDAQ: RNOW) was named a Leader by Gartner, Inc. in the “Magic Quadrant for CRM Customer Service Contact Centers <http://www.rightnow.com/resource-ra-gartner-magic-quadrant-crm-customer-service-contact-centers.php> ” report, authored by Michael Maoz, April 15, 2011. According to Gartner, “the Magic Quadrant looks at CRM software for customer service representatives in the contact center.” Evaluation criteria included ability to execute and completeness of vision, which include in part customer experience, product services, innovation, operations and overall viability. Gartner defines Magic Quadrant leaders as companies that “demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of social networking on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organisations' competitive position in their markets and helped lower costs. Leaders can demonstrate US$50 million in sales to new customers during the past year.” RightNow CX <http://www.rightnow.com/cx-suite.php> , the customer experience suite, helps consumer-focused organisations provide superior customer support seamlessly across the web, contact centre, and social networks. Specifically, the RightNow <http://www.rightnow.com/cx-suite-contact-center-experience.php> Contact Centre Experience solution delivers exceptional customer experiences across agent-assisted channels including phone, email, and chat, while maximising agent productivity, lowering costs, and driving revenue. RightNow contact centre solutions are also integrated with Social Experience <http://www.rightnow.com/cx-suite-social-experience.php> and Web Experience <http://www.rightnow.com/cx-suite-web-experience.php> solutions to power next generation social contact centres. With RightNow CX, agents not only efficiently respond to customer requests via traditional interaction channels; they can monitor, listen and respond via social media channels such as Twitter and Facebook to ensure customers receive consistent service regardless of the channel. “We are honoured to be in the Gartner CRM Customer Service Contact Centers Leaders Quadrant,” said Jason Mittelstaedt, chief marketing officer,of RightNow. “We believe this recognition is confirmation of RightNow’s unique ability to help consumer-centric organisations enhance contact center performance and provide seamless multi-channel customer experiences to build loyalty and drive profit.” Please visit “Magic Quadrant for CRM Customer Service Contact Centers <http://www.rightnow.com/resource-ra-gartner-magic-quadrant-crm-customer-service-contact-centers.php> ” for a complimentary copy of the report. Four RightNow Clients Win Gartner & 1to1 Media CRM Excellence Awards Four RightNow <http://www.rightnow.com/cx-news-17790.php> clients -- BT Retail, Jackson Hewitt, J&P Cycles, and University of New England -- recently won Gartner and 1to1 Media CRM Excellence Awards. These leading organisations join the ranks of 12 RightNow clients who have previously received this honour including iRobot, Real Networks, drugstore.com, Nikon, Black &Decker, eHarmony, Motorola, Overstock.com, The TrainLine.com, Minnesota Online, Marktplaats, and Photobox. These global organisations use RightNow CX, the customer experience suite, to deliver award-winning customer experiences via the web, contact centre, and social networks. About the Magic Quadrant The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow Customer Telecom New Zealand Scoops 2011 CRM Service Elite Award 2011-04-05T04:48:00Z rightnow-customer-telecom-new-zealand-scoops-2011-crm-service-elite-award Sydney - April 5, 2011- RightNow <http://www.rightnow.com> (NASDAQ:RNOW) customer, Telecom New Zealand has been honoured by the US-based publication, CRM Magazine, with a prestigious 2011 CRM Service Elite Award in recognition of its deployment of RightNow CX and multi-channel customer support for enhancing customer experience. The 2011 CRM Magazine Service Awards highlight industry leaders based on the best measurable results and return on investment from their contact centre and customer service initiatives using technologies and/or services. Telecom New Zealand has used RightNow Web Experience <http://www.rightnow.com/cx-suite-web-experience.php <http://www.rightnow.com/cx-suite-web-experience.php> > since 2005 to provide customers with a rich, easy to use web self-service solution. Last year, Telecom New Zealand embarked on a program to deploy RightNow Chat on its website further enabling the carrier to offer consumers their own interaction channel of choice from telephone and email to web and chat. It was a move intended to introduce greater responsiveness and more flexibility into the sales process, enabling customers to seek immediate assistance while engaged in online sales activity. However, today, Chat has been embraced as much more than a simple sales mechanism and is now one of the company’s most important tools for meeting the constant connection needs of today's consumers. Telecom New Zealand has over 10 million interactions with customers every month. By using Chat, customers can engage in real-time, two-way communications with Telecom New Zealand agents without having to pick up the phone or walk into a store. Since implementing RightNow Chat, Telecom New Zealand has achieved remarkable success, including: 5 percent sales conversion rate 80 percent customer satisfaction score (for sales chat) More than 100,000 answers viewed per month with a 95 percent self-service rate Less than 5 percent of RightNow knowledge base Web enquiries have resulted in a request for one-to-one contact Less than 4 per cent of all customer interactions with the RightNow knowledge base now generate an email requiring further information “The standard of entries for 2011 provides a welcome opportunity for organisations committed to business and product excellence to receive the recognition they deserve. We congratulate Telecom New Zealand on achieving an exceptional result through its deployment of RightNow CX and promoting innovative business practices as well as product and service excellence. By working closely together, Telecom New Zealand and RightNow have developed services with real business and customer benefit. As a result, Telecom New Zealand is an example of an organisation that is future-focused and has identified and solved problems that help change the way organisations do business,” said David Myron, Editorial Director, CRM and Speech Technology magazines. For Telecom New Zealand, one of the big benefits of the new communications channel has been the ability to offer a more proactive service to customers,” explains Jonathan Morris, Lead Manager – Digital Channels, Telecom New Zealand. “Chat has also been enthusiastically greeted by the New Zealand deaf community. We didn't anticipate this when going down the chat path, but we've had numerous deaf customers tell us that the service is fantastic. One surprising aspect of chat is that it has not just replaced other methods of communication but it has increased the number of interactions between customers and Telecom NZ staff. Currently, we are experiencing around 10 million customer interactions per month. Our Telecom.co.nz online chat and Help Centre solutions and our email management capability CRM – all delivered using the RightNow platform – play a vital role in effectively supporting this demand today and will become increasingly important as we seek to provide customers with more self service and assisted service opportunities. “We are both honoured and thrilled to win this Service Elite Award. It is testament to the success of our underlying technology platform and the combined ability of Telecom New Zealand and RightNow to drive a successful engagement in delighting customers.” Brett Waters, Vice President Asia Pacific – South, RightNow Technologies, said, “We are delighted that Telecom New Zealand has been recognised with this successful milestone and that it has emerged as a category leader through the deployment of a best-in-class customer experience solution and a results-driven working relationship with RightNow. We look forward to an ongoing robust relationship with Telecom New Zealand in 2011 and beyond.” About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow Customer University of New England Wins Award for Customer Experience in the 2011 Gartner and 1to1 Media CRM Excellence Awards, EMEA/APAC Region 2011-03-22T23:38:00Z rightnow-customer-university-of-new-england-wins-award-for-customer-experience-in-the-2011-gartner-and-1to1-media-crm-excellence-awards-emea-apac-region Sydney, 23 March 2011 - RightNow <http://www.rightnow.com> (NASDAQ:RNOW) Australian customer, The University of New England (UNE), has won the Gartner and 1to1 Media CRM Excellence Award in the category of Customer Experience. The Gartner and 1to1 Media awards programme highlights innovative organisations that make a big impact through their customer relationship strategy and achieve an unrivalled level of excellence in delivering customer experience. As the Customer Experience category winner announced at an awards event staged in London, The University of New England successfully demonstrated to the judging panel how it has deployed a unified customer experience solution to provide outstanding customer service to students across the entire student lifecycle. This includes everything from the first point of contact with a prospective student through to graduation, post-graduate courses, and beyond. The university's objectives evolved over time from cost-efficient enquiry management towards excellence in student support across multiple interaction channels. To meet these objectives, UNE needed to provide: 24/7 self-service; responsive staff-assisted service; proactive, contextual support for students at various stages across the student lifecycle; and the extension of student support and collaboration using social media. The university also wanted a 360-degree view of students, giving it the capability to build a superior relationship. In support of its strategy, the university deployed RightNow CX, the customer experience suite, which powers integrated web, social and contact centre interactions. UNE is utilising a broad set of functionality including the unified knowledge base, web self-service, email management, live chat, dynamic agent desktop, smart form processing, e-marketing functionality and analytics for comprehensive reporting. The university has now structured its customer experience strategy to provide the following benefits to students: • A highly personalised, consistent online experience, from initial contact through to first enrolment and beyond, including automated contextual assistance during the admissions and enrolment phases. • 24/7 access to high quality answers, many authored by students themselves, which empower students to self-help, no matter where they live, or what time of day they need help. • The ability to communicate using the channel of each student’s choice – phone, email, live chat, web self-service or walk-in – with consistent answers, processes and knowledge of prior interactions. • Tailored, proactive communication to enhance students’ university experience. The initiative has also dramatically changed how the university interacts with students, enabling it to be more proactive through outbound marketing, lead capture and email communications. At the same time, the system is replacing paper with electronic records, and through its integration with the university’s existing records management system, is removing the need for duplication. “Perhaps the greatest testament of success is UNE’s substantial revenue growth in the past two years, as a result of a progressive increase in UNE’s applications and enrolments, following several years of decline. This turnaround is unlikely to have been possible without the customer experience solution,” says Patrick Tobin, Project Director, Student Relationship Management, University of New England. “We now have the ability to service the entire student-to-alumni lifecycle from a single system; we’ve driven significant efficiencies thanks to the online knowledgebase and system workflows; and fewer staff are required to respond to student enquiries and with a shorter turn-around time. “A top priority for the university is to regain our position as a leading distance education provider. We are now pushing to become known not just as a leading Australian university, but a global provider as well. Our customer experience initiative gives us the tools to best reach all of our constituents – no matter where they are in the world – using the best communication channels possible. UNE is also renowned for its high satisfaction ratings amongst its student body and over the past decade has earned a Five Star rating for Teaching Quality and Graduate Satisfaction. The RightNow solution is central to our ability to consistently offer these high levels of personalised service,” says Tobin. Steve Daines, Vice President Asia Pacific, RightNow, said, “We are delighted that the University of New England has been honored with this Gartner award. We believe this is a testament to the value that the RightNow CX solution brings to the higher education sector as well as the combined skills and expertise within RightNow and the university in achieving a successful deployment. The higher education sector continues to face enormous pressures to compete in the marketplace as well as regulatory challenges and demands to improve income and reduce operating costs. We look forward to working with the sector to overcome these issues by providing industry-leading solutions that result in long term and mutually rewarding relationships.” About The University of New England The University of New England was the first Australian university established outside a capital city. With a history extending back to the 1920s, UNE has a well-earned reputation as one of Australia's great teaching, training and research universities. Its graduates consistently rate their experience at UNE highly, a reflection of the University's commitment to student support. Around 90,000 graduates now hold UNE qualifications with many in senior positions in Australia and overseas. UNE has built up its academic profile to the point where it now has more than 500 PhD candidates, an important sign of the University's academic vigour and rigour. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service. RightNow Helps Marketers Improve Brand Experiences, Increase Online Conversions and Drive Sales 2011-02-24T07:22:00Z rightnow-helps-marketers-improve-brand-experiences-increase-online-conversions-and-drive-sales Sydney - February 24, 2011 - RightNow (NASDAQ: RNOW) today announced the availability of RightNow CX February 2011, which features RightNow CX Intent Guide with Natural Language Search. Taking exceptional customer experiences from the support page to the home page, RightNow CX Intent Guide helps marketers transform website search interactions into powerful marketing opportunities, resulting in improved brand experiences, increased online conversions and higher sales. “Every time a consumer searches on a brand’s website, it’s an opportunity to shape the experience, build the brand and influence a purchasing decision. Marketers who aren’t paying close attention to these interactions are missing prime opportunities, potentially damaging their brand and losing revenue,” says Adam Sarner, Research Director, Gartner. RightNow CX Intent Guide Increases Website Conversions and Sales RightNow CX Intent Guide uses advanced natural language search technology with industry-specific dictionaries and intent matching capabilities to capture and interpret customer intent. It understands exactly what website visitors are looking for and immediately delivers high-value, relevant content. Once the consumer has been guided to their intended action or answer, Intent Guide can make real-time, contextually-relevant offers to further improve sales. RightNow CX Intent Guide is able to do all of this through four types of interaction overlays: - Question Matching enhances existing website search and navigation by understanding a consumer’s intent and leading them to the relevant content. For example, consumers searching for “check my cash” and “cash my check” use similar words, but have different intents. Question Matching ensures consumers get exactly what they want, as quickly and easily as possible. - Virtual Assistant further enhances consumers’ search interactions by providing a personal, natural conversation interface tailored to an organisation’s brand. This helps drive conversions while also reducing live assistance costs. - Web Form Assistant decreases online form abandonment by proactively helping consumers to complete forms using previously captured visitor information. - Contextual Online Offers delivers real-time, relevant offers based on the context of a page or the user’s intent, dramatically increasing conversion rates to drive sales. In addition, RightNow CX Intent Guide gives marketers deep insights into consumer behaviour and intent, allowing them to detect buying patterns, improve targeting and segmentation, and more accurately tailor online engagements. “RightNow CX Intent Guide is instrumental for our strategic goals of maintaining customer loyalty and successfully engaging with both customers and prospects through the internet, which is our customers' preferred starting point for selecting, using and contributing to practically any financial service. Our emarketers can react to true customer demand through the actionable insight that Intent Guide provides. With this insight, we can immediately adjust website content and can make our team accountable for customers quickly finding relevant answers online,” says Max Mouwen, senior vice president of internets sales and service, ING Bank. “When a consumer comes to you, you have their time, attention and permission. Make the most of it. With RightNow CX Intent Guide, you can create meaningful, intelligent interactions across a website and turn every search interaction into a brand-building, revenue-generating opportunity,” says Brett Waters, Vice President Asia Pacific – South, RightNow. Availability RightNow CX February 2011, which includes RightNow CX Intent Guide with Natural Language Search, is available today. RightNow CX Intent Guide seamlessly overlays existing website technologies, including mobile and kiosk interfaces, allowing brands to quickly elevate their online customer experience without having to replace old technology. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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 LLC. RightNow Signs Definitive Agreement to Acquire Q-go and Increases Guidance for the Fourth Quarter of 2010 2011-01-18T23:38:00Z rightnow-signs-definitive-agreement-to-acquire-q-go-and-increases-guidance-for-the-fourth-quarter-of-2010 Sydney, 19 January 2011 - RightNow (NASDAQ: RNOW) announced today the Company has signed a definitive agreement to acquire Q-go.com B.V., a best-in-class natural language search solutions provider. The Company is also increasing revenue and non-GAAP earnings guidance for the fourth quarter ended December 31, 2010. Guidance Update The Company currently expects revenue of approximately US$51 million, recurring revenue of approximately US$41 million and non-GAAP earnings per share of approximately US$0.16 for the fourth quarter of 2010. This updated guidance exceeds the Company’s previous guidance for the fourth quarter of revenue of approximately US$49.3 million and non-GAAP earnings per share of approximately US$0.15 as provided on October 28, 2010. For the fourth quarter of 2010, expected non-GAAP earnings per share exclude stock-based compensation and a potential tax benefit related to valuation of deferred tax assets. The Company anticipates that in the final 2010 fiscal year results it will recognize a tax benefit related to valuation of deferred tax assets. As this tax benefit is expected to be significant, but the amount of the tax benefit is not currently determinable, the Company will provide GAAP earnings per share and a reconciliation to GAAP on February 2, 2011 when RightNow releases its earnings for the fourth quarter and full year ended December 31, 2010. Q-go Acquisition Expected to Drive Further Growth Greg Gianforte, CEO, RightNow, said, “I am excited to add Q-go’s solutions and talent to the RightNow organisation. We expect this acquisition to help further accelerate our growth, adding approximately US$8 million in revenue for the 2011 fiscal year. Q-go’s leading edge technology has been proven to drive higher conversion rates, increase revenue and improve web visitor experiences for companies. We will also gain additional critical mass in Europe with approximately 60 new clients and 70 talented employees. Also, I am pleased with our strong performance in the fourth quarter which includes record sales.” In addition, the acquisition is expected to: Open new sales opportunities in key industries with both new and existing clients; Create a significant, new session-based revenue opportunity, as RightNow expands from the support page to the home page; Further strengthen RightNow’s relationship with senior marketing buyers, in addition to operations, support and IT. RightNow Adds Intent Guide, Best-in-Class Natural Language Search to RightNow CX It’s easy for consumers to get lost and frustrated on a website. Consumers know what they are looking for but often fail to find the right content because they don’t understand a company’s terminology or website structure. And frequently, even after completing a search request, they are presented with irrelevant and confusing results that only serve to heighten their frustration. For example, “check my cash” and “cash my check” have similar words, but very different intents and meanings. Without a search solution that understands a customer's true intent, customers too often waste time wading through many irrelevant results. With the addition of Q-go, RightNow CX elevates great service from the support page to the home page. Utilising the Q-go Natural Language Search technology, the new RightNow CX Intent Guide understands the intent behind what website visitors are seeking and immediately delivers high-value, highly relevant content, enabling companies to: Increase sales by improving online conversion rates; Deliver premium customer experiences for high-value interactions; Drive loyalty through deep behavioural insight into consumer intent. RightNow CX Intent Guide enhances websites with four types of interaction overlays: Question Matching enhances existing website search and navigation to understand a customer’s intent, and increases online conversion rates. Virtual Assistant provides a personal, natural conversation interaction, enhancing a customer’s experience while driving conversion and reducing live assistance costs. Web Form Assistant increases online form conversions by proactively helping users complete forms using previously captured visitor information to pre-fill web forms. Contextual Online Offers deliver real-time, relevant offers based on the context of a page or the user’s intent, dramatically increasing conversion rates to drive sales. With the addition of Q-go, RightNow will also add a best-in-class natural language search engine to the RightNow CX Cloud Platform, elevating online search beyond keywords to a rich, highly relevant results set. It includes: Intent Matching: Natural language search technology to capture queries, understand intent, and match it to high-value content and interactions. For example, “open a savings account” and “start an account for saving” are different phrases, but with the same intent. Industry-Specific Linguistic Dictionaries: Branded terminology is tailored with industry-specific dictionaries and linguistic fine-tuning to optimise the natural language search relevancy to the user’s intent. For instance, for a financial institution the word “bank” will always refer to a financial institution, not a river bank, and “interest” will always refer to the returns on savings or what one pays for a loan, not the emotion. Language Identification: Utilising localised language packs, the natural language search automatically recognises the user’s local language to identify their intent, such as “cuenta de ahorros” versus “savings account.” RightNow CX Intent Guide and RightNow Natural Language Search will be available immediately following the acquisition and will be integrated into RightNow CX February 2011. “RightNow CX Intent Guide with Q-go’s natural language search technology is a powerful addition to RightNow CX and will help us redefine the way consumers experience a brand. By capturing queries, understanding intent, and matching that to high-value content, RightNow CX can improve consumers’ online experiences, increase customer loyalty and drive sales,” said David Vap, Chief Solutions Officer, RightNow. “Like RightNow, Q-go is committed to improving the customer experience with a suite of natural language search solutions. The acquisition expands RightNow CX’s ability to provide relevant answers to customers. We expect to be able to dramatically increase adoption of RightNow CX Intent Guide and leverage our joint expertise to develop the next generation of online customer experience solutions,” said Marcel E. Smit, CEO, Q-go. Acquisition Details Under the terms of the definitive agreement, RightNow will acquire all of the Q-go stock and the stock of Q-go’s subsidiaries, for approximately $34 million in cash. Q-go is headquartered in Amsterdam with subsidiary operations in Germany, Spain and the United States. The company anticipates the acquisition will add approximately US$1 million of revenue in the first quarter of 2011, approximately US$8 million of revenue for the 2011 fiscal year, and approximately US$3.5 million of expenses per quarter during 2011. RightNow expects the acquisition to be accretive to earnings in the first quarter of 2012. Additionally, RightNow expects increased expenses from the acquisition in amortisation of acquired intangibles, which will be finalised once the purchase price accounting valuation is complete. The acquisition will be recorded in the company’s March 31, 2011 quarter end financial statements. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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. More Than Half of Australian Businesses Will Adopt Social Media to Boost Customer Service in 2011 2010-11-30T00:21:00Z more-than-half-of-australian-businesses-will-adopt-social-media-to-boost-customer-service-in-2011 Sydney, 30 November 2010 — More than half of all Australian businesses (54 per cent) will adopt social media as a customer service channel for the first time in 2011 with 71 per cent investigating the use of Facebook, and 53 per cent reviewing Twitter as potential vehicles for propelling positive customer experiences. A further 42 per cent also plan to launch a company branded customer community as a new way of driving customer engagement. That’s according to a survey conducted among IT and customer service professionals at the RightNow Asia Pacific Summit staged earlier this month in Melbourne. The survey found that 82 per cent of organisations currently provide customers with phone support, 88 per cent provide email support and 77 per cent provide web support. Thirty-five per cent of organisations also provide web chat facilities. The move to adopt social media in 2011 coincides with a transition to mobile self-service as smart phones* become increasingly pervasive. Sixty per cent of organisations plan to increase their mobile self-service investment in the year ahead. While three-quarters of all business (77 per cent) are reviewing the addition of mobile-self-service to their existing customer service organisation and support channels in the year ahead. Driving the extension of self-service capabilities to handheld devices is the need to improve an individual customer’s experience, 66 per cent stated this to be the case. “The survey’s results are a real wake-up call for organisations of all sizes that don’t respond to new possibilities for enhancing their brand image and striving for market leadership. Providing a mobile experience, having a compelling Facebook presence, responding to your customer’s tweets, creating online communities and remaining at the forefront of customer service innovation will be the hallmarks for the organisations that succeed in satisfying the needs of individual customers in 2011 and beyond,” says Brett Waters, Vice President Asia Pacific- South, RightNow Technologies. * According to Frost & Sullivan, 62 percent of all devices sold will be smartphones by 2015, up from two percent in 2009. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations 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. RightNow CX for Facebook and RightNow Custom Objects Are Now Generally Available 2010-11-18T01:14:00Z rightnow-cx-for-facebook-and-rightnow-custom-objects-are-now-generally-available Sydney - November 18, 2010 - RightNow <http://www.rightnow.com/> (NASDAQ: RNOW) CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> and RightNow Custom Objects <http://www.rightnow.com/cx-platform-custom-objects.php> are now generally available as part of RightNow CX November 2010. RightNow CX <http://www.rightnow.com/cx-suite.php> , the customer experience suite, uniquely powers integrated web, social and contact centre interactions anywhere consumers engage with their favourite brands. RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> Starting today, organisations can seamlessly deliver exceptional customer service experiences to their consumers and fans across Facebook’s global social network. With RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> , organisations can provide a full set of interaction options – including self, crowd and agent-assisted service – directly from a Support tab on its Facebook page. RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> leverages the common RightNow knowledge foundation, interaction history, support workflow and escalation, community moderation tools, and reporting and analytics capabilities. This fully integrated solution means that organisations will benefit from a single view of consumer interactions both from Facebook and other channels, and consumers will receive consistent experiences and seamless transitions as they traverse interaction channels. RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> is also available in all 33 languages that RightNow supports. With RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> , consumers and fans can receive exceptional customer service experiences directly on Facebook, including: Find answers within the RightNow powered knowledge base and online communities Add comments and rate answers that appear in an organisation’s knowledge base Pose questions – either privately with an agent or publicly to the community Keep track of their discussions Share their experience with others on Facebook RightNow Custom Objects <http://www.rightnow.com/cx-platform-custom-objects.php> RightNow Custom Objects, part of the first customer experience cloud platform, allows integrators and developers to build and customise business objects in the RightNow database schema, enabling them to create new applications, interaction channels, and components on the RightNow CX Cloud Platform <http://www.rightnow.com/cx-cloud-platform.php> . The RightNow CX Cloud Platform <http://www.rightnow.com/cx-news-15651.php> provides all of the elements required to deliver exceptional customer experiences in today’s demanding business environment, such as RightNow App Builder <http://www.rightnow.com/cx-platform-app-builder.php> , a complete suite of tools to rapidly extend, configure and integrate customer experience applications. RightNow App Builder <http://www.rightnow.com/cx-platform-app-builder.php> includes a critical development tool, RightNow Custom Objects <http://www.rightnow.com/cx-platform-custom-objects.php> that opens up the RightNow CX Cloud Platform, allowing RightNow clients and partners to create new customer experience applications natively within the RightNow suite and extend RightNow CX to incorporate client- and industry-specific business processes. For example, adding a new service channel such as in-game help, building desktop extensions such as an order processing component, or creating industry specific workflows and applications to tailor RightNow CX for specific vertical markets. About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations around the globe. To learn more about RightNow, go to www.rightnow.com <http://www.rightnow.com> . RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market. RightNow’s Next Generation Voice Experience Management Solution Empowers Organisations to Engage in Meaningful Customer Conversations 2010-11-18T01:12:00Z rightnow-s-next-generation-voice-experience-management-solution-empowers-organisations-to-engage-in-meaningful-customer-conversations Sydney, November 18, 2010 – RightNow <http://www.rightnow.com/> (NASDAQ: RNOW) has announced its next generation Voice Experience Management <http://www.rightnow.com/cx-suite-voice-automation.php> solution, part of RightNow CX November 2010. The new Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php> enables organisations to identify a caller, determine why they are calling, and make an efficient, intelligent decision on which resource to route the call to, all in a highly branded and personalised way. RightNow Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php> helps organisations engage in meaningful customer conversations to deliver superior customer experiences over the phone. More than 80 percent of customer interactions occur over the phone*, making the voice channel a critical customer experience touch-point. Unfortunately, organisations frequently use Interactive Voice Response (IVR) systems as a call automation or call deflection tool, rather than as an opportunity to better engage with customers. “IVR systems are often misused, and can erode customer trust with lengthy and confusing automation menus designed to keep customers away from live agents. With RightNow’s Voice Experience Manager, organisations can cost effectively deliver the very best customer experience possible over the phone. By identifying who is calling, understanding their needs, and getting customers to the best available resource quickly, our voice solution empowers customers and provides agents with relevant, contextual information to resolve callers’ needs. It’s about delivering a great customer experience, not just automation,” said Ted Bray, Vice President, Contact Centre Solutions, RightNow. RightNow Introduces Voice Experience Manager <http://www.rightnow.com/cx-suite-voice-automation.php> RightNow Voice Experience Manager enhances existing telephony environments with a customer experience layer, enabling organisations to get callers to the best available resource as quickly as possible. Whether it’s matching callers to the most knowledgeable, available agents or empowering callers with self help via voice response, Voice Experience Manager delivers a highly personalised, branded customer experience. Key capabilities of RightNow Voice Experience Manager include: RightNow Voice Library - More than 6,000 pre-built voice application modules that encapsulate best practices in common business processes, voice user interface design, and tight integration to RightNow CX. These modules enable rapid deployment of voice solutions, while offering rich personalisation and improved management for voice-enabled applications; this significantly reduces development time and cost. Personalisation Engine - Enabled by the RightNow knowledge foundation and CX platform, the Personalisation Engine allows a single voice application to deliver dynamically generated information, customised for each caller, based on their inputs, preferences, interaction history, and context. An open standards-based Eclipse application development environment that supports a growing ecosystem of voice application developers, driving innovation in voice application design, and cost savings in voice application maintenance and support. RightNow Adds New Integrations to Its Communications Enabled Desktop Many times, phone interactions still require a live agent for resolution, and transitions from self-service to assisted service must be seamless. With November 2010, RightNow extends the value of existing call centre infrastructure investments with integration to the industry’s most efficient and flexible RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> . In this release, RightNow adds Cisco and Avaya to its expanding list of call centre environments that integrate to the RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> . One RightNow partner SimpliCTI Inc. integrates the Cisco UCCE and Avaya Elite call centre solutions to the RightNow Dynamic Agent Desktop <http://www.rightnow.com/cx-suite-agent-desktop.php> through its new media bar to provide embedded soft phone call control, customisable agent status, and screen pop within the RightNow desktop for telephone and email media to: Improve customer experience by matching relevant support data to the customer interaction Increase agent productivity and reduce handle times by putting all relevant information together on one screen at the right time Increase value to existing premise-based telephony systems by leveraging existing routing and queuing RightNow media bar implementations can significantly reduce agent handle time, while improving the customer experience by minimising the need for the caller to repeat information. "When it comes to voice-based interactions, many enterprises continue to use archaic IVR systems as a siloed support channel primarily to deflect calls rather than offer support. It's no surprise when this philosophy results in low customer satisfaction, low usage, and poor business results. RightNow is attempting to move enterprises away from customer avoidance via automation and toward technologies that enable customer identification, segmentation, and intelligent routing that matches callers with the most helpful resources. These are key differentiators for organisations that focus customer support around the contact centre,” says Ryan Joe, Associate Analyst, Ovum Research. *Contact Babel highlighted in the 2009-2010US Contact Center Decision-Maker’s Guide About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 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. As National Customer Service Week Approaches, New Survey Finds Consumers Aren’t Getting the Online Service Experiences they Expect 2010-09-27T23:47:00Z as-national-customer-service-week-approaches-new-survey-finds-consumers-aren-t-getting-the-online-service-experiences-they-expect SYDNEY - September 28, 2010 - Only five percent of Australian consumers feel that a company has exceeded their online customer service expectations, meanwhile, one in five (22 percent) people feel that the customer experiences served up online by Australian organisations fall short or do not meet their expectations at all. That’s according to a new study commissioned by RightNow (NASDAQ: RNOW), which sampled the views of 700 Australians regarding customer service in the lead-up to the Christmas retail season, and also National Customer Service Week, which commences on October 4th. Failing to provide online customer experiences that meet or exceed customer expectation may have serious repercussions for businesses. 80 percent of consumers said that if a company doesn’t live up to expectation they will actively look for alternatives. Of that figure, 30 percent stop doing business with the company altogether. At the same time, four out of every five (80 percent) people have made a purchase online over the past 12 months, while 79 percent will be turning to online stores to aid their 2010 Christmas shopping. UK Comparison: A similar survey of UK consumers conducted in September by RightNow also found that nearly half (48 percent) of businesses are still not meeting consumer expectations when resolving issues or finding information online. As a result, 43 percent of UK consumers reduce business with a company and more than a third (36 percent) stop doing business with a company completely. The findings serve as a wake-up call to businesses, especially when 62 percent of Australians said that a company’s website is their preferred method of seeking information – ahead of the phone and email. Effective capturing and resolution of incidents submitted online and then communication back to the customer to close the issue may well be one area where organisations can improve their processes. A third (31 percent) of the survey’s participants perceive there to be a lack of listening and action by companies during the complaint process. Christmas Shopping: For retailers Christmas heralds sales boom-time and it seems that providing shoppers with excellent experiences can bolster revenue. For example, more than a quarter of Australians (26 percent) say that an excellent customer experience influences their decision to buy online. A number of elements constitute a good online customer experience, but the study identified the top two as: clearer, earlier information about delivery charges and easier access to information about products. “National Customer Service Week is a really good time for Australian organisations to step back, place themselves in the shoes of their customers and actually consider what the customer’s website journey is like. Taking time to review where assistance and additional information may be required and what mechanisms can be added or refined to make the buying process smoother and interactions with customer services more satisfying will pay dividends in the end as we know the provision of exceptional customers experiences holds great influence over where a consumer places their business,” says Brett Waters, Vice President Asia Pacific – South at RightNow. # # # About RightNow RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations 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.