RightNow® (NASDAQ:RNOW) was named a Leader by Gartner, Inc. in the “Magic Quadrant for CRM Customer Service Contact Centers” report, authored by Michael Maoz, April 9, 2010. According to Gartner, “the Magic Quadrant looks at customer service software for the human agent in the contact center versus self-service. Enterprise demands for analytics, integration with Web customer service and communities are driving change in the industry.”
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 cues 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 organization's competitive position in their markets and helped lower costs. Leaders can demonstrate $50 million in sales to new customers during the past year.”
RightNow Contact Center Experience delivers superior customer experiences consistently across agent-assisted channels including phone, email, and chat, while maximizing agent productivity, lowering costs, and driving revenue. It is part of RightNow CX, the customer experience suite, which also includes Web Experience and Social Experience. The seamless integration of contact center, web and social channels ensures that customers receive a consistent service experience regardless of the number or type of interactions.
“We are honored to be in the Gartner CRM Customer Service Contact Centers Leaders Quadrant,” said Greg Gianforte, chief executive officer of RightNow. “We believe this recognition is confirmation of our market leading vision and our unique ability to help companies provide seamless customer experiences across contact center, web and social channels.”
For a complimentary copy of “Gartner's 2010 Magic Quadrant for Customer Service Contact Centers” please visit: http://www.rightnow.com/landing-gartner-magic-quadrant-customer-service-contact-centers.php
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.
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 eight 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.
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