RNOW » Topics » RightNow Service

These excerpts taken from the RNOW 10-K filed Mar 6, 2009.
RightNow Service

 

First released in 1997, RightNow Service is the flagship offering in our portfolio of customer relationship management (“CRM”) solutions and generates approximately 80% to 90% of our software, hosting and support revenue. Built upon a self-learning knowledge foundation, RightNow Service provides an integrated multi-channel customer service that captures customer interactions across traditional and online channels. Our knowledge foundation automatically learns from each customer interaction to deliver relevant content, thereby improving the customer experience.

 

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RightNow
Service



 



First released in 1997,
RightNow Service is the flagship offering in our portfolio of customer
relationship management (“CRM”) solutions and generates approximately 80% to
90% of our software, hosting and support revenue. Built upon a self-learning
knowledge foundation, RightNow Service provides an integrated multi-channel
customer service that captures customer interactions across traditional and
online channels. Our knowledge foundation automatically learns from each
customer interaction to deliver relevant content, thereby improving the
customer experience.



 



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This excerpt taken from the RNOW 10-K filed Mar 14, 2007.
RightNow Service

First released in 1997, RightNow Service is the flagship offering in our portfolio of customer relationship management (“CRM”) solutions and generates approximately 80% to 90% of our revenue. Built upon a self-learning knowledge foundation, RightNow Service provides an integrated multi-channel customer service that captures customer interactions across traditional and online channels. Our knowledge foundation automatically learns from each customer interaction to deliver relevant content, thereby improving the customer experience.

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This excerpt taken from the RNOW 10-K filed Mar 15, 2006.
RightNow Service™

First released in 1997, RightNow Service is the flagship product suite in our portfolio of CRM solutions and generates approximately 90% of our revenue. Built upon a single knowledgebase, the RightNow Service suite provides a multi-language, multi-channel customer service solution that captures customer interactions from both traditional and online channels. Our knowledgebase automatically learns from these customer interactions to deliver relevant content, thereby improving service efficiency and increasing customer satisfaction.

This excerpt taken from the RNOW 8-K filed Aug 10, 2005.
RightNow Service enable customer service contact centers to play a more pro-active role in generating leads and revenue by making it easy for service agents to identify and act upon qualified sales opportunities, which—because of the common database and workflow engine shared with RightNow Sales—are then automatically routed to the appropriate salesperson for follow-up.  This capability enables companies to take advantage of the fact that the majority of their customer interactions take place with customer service—rather than with sales or marketing.

 

In addition, RightNow Service helps companies create a more personalized online service experience by allowing them to define conditional knowledge base content based on specific customer attributes, such as location or demographics.

 

RightNow CRM 7.5 also improves staff productivity across all departments with computer telephony integration that provides desktop “click to dial” calling capabilities to marketers, salespeople and service agents.

 

These cross-departmental enhancements are in addition to the introduction of RightNow Telesales™ and RightNow SmartGuide™, which were also announced today.

 

The unmatched completeness of RightNow CRM 7.5 is further demonstrated by the wide range of communication channels it now supports: phone, email, web, chat, automated voice, and SMS.

 

By managing all customer interactions with all departments across all these channels in a common manner, RightNow CRM eliminates the silos that have historically characterized customer-facing business processes—enabling companies to create a consistent, highly personalized customer experience and gain a true 360-degree view of their customers.

 

“Running CRM operations as a bunch of separate functional silos is a sure-fire way to miss business opportunities, alienate customers and promote operational

 



 

inefficiency,” Hope Neiman, senior vice president of marketing and development at The Right Start, said.  “RightNow CRM will enable us to integrate our ongoing interactions with the customer across our entire business, so we can be very smart and very consistent about how we behave at every touch-point.”

 

As an on demand solution, RightNow CRM 7.5 enables companies to reap its revenue, savings and productivity benefits without bearing the costs associated with conventional software deployments—such as capital investments in server and storage hardware infrastructure, ongoing systems management expenses, and security/business continuity provisioning.

 

“To provide maximum bottom-line value, an enterprise-class CRM platform must transform and integrate all customer-facing business processes across the organization without creating ROI-draining technology costs and management burdens,” Mike Myer, vice president of development and CTO at RightNow, said.  “As the industry’s most complete on demand CRM solution, RightNow CRM 7.5 uniquely fulfills this requirement—delivering both immediate return-on-investment and an optimal long-term path to competitively differentiated customer centricity.”

 

This excerpt taken from the RNOW 10-K filed Mar 31, 2005.

RightNow Service

 

RightNow Service is the flagship solution in our suite of customer service solutions and generates approximately 90% of our revenue.   RightNow Service was first released in 1997 with new capabilities added in subsequent releases.  At the core of RightNow Service is our self-learning knowledgebase, which provides a comprehensive and unified customer service solution across multiple customer interaction channels, including web, interactive voice, e-mail, chat and telephone. We have developed several proprietary approaches to knowledge management that enable our solution to automatically learn what information is important and relevant without requiring frequent manual intervention of a knowledge expert. In this manner, the knowledgebase structure and content is customer-driven and managed automatically as our solution is used. As a result, our clients are able to serve their customers more efficiently and quickly while providing increased customer satisfaction.

 

RightNow Service has the following capabilities that may be combined in a number of different configurations to address the specific business process needs of our clients, and all of which can be integrated with our clients’ other mission-critical enterprise applications:

 

Web Self-Service Portal.  Our self-service capability enables our clients to offer a dynamically updated selection of information delivered to customers of our clients over the web. As customers interact with our solution, our proprietary knowledgebase technology automatically prioritizes and organizes answers in the knowledgebase to anticipate future customer questions. If customers are unable to find answers to their questions, they may submit their questions over the web, e-mail their questions, initiate a live chat with a customer service representative, or CSR, or request a telephone callback from a CSR.

 

RightNow Voice.  Our voice self-service interface allows customers of our clients with the RightNow Service knowledgebase to offer telephone self-service using the same knowledgebase as is used by the web self-service feature. This application uses proprietary technology to provide callers access to frequently asked questions and keyword searching through speech recognition.

 

Web-Site Search.  This feature allows customers accessing the search capability through the Web Portal to receive content from specified portions of a company’s Internet or intranet sites.  These results are presented along with knowledgebase content.

 

Intelligent Agent Desktop.  The Intelligent Agent Desktop is our CSR interface into RightNow Service.  Agents may create, review or update incidents and customer data received via phone, email, or Web Portal, as well as information from other systems through internet-based access.  This component provides, within an Internet web browser-based interface, a configurable view of the CSR work queue, all information associated with an inquiry, including a complete interaction history for the inquiry and

 

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customer information specified by our client’s business process, as well as information on the organization and individual requesting service, including prior service history. In addition the CSR receives access to the knowledge base, and routing rules to provide a complete call center and email response management solution.

 

Offer Advisor.  The Offer Advisor allows CSRs to present additional suggestions to customers for revenue generation or service quality.  Offers may be determined either by rules and/or through our real-time knowledgebase assessment of customer information.  Should the agent select an offer, the tool provides a short script to assist the agent in presenting the offer to the customer.

 

Computer Telephony Integration (CTI) Toolbar.  This element of the solution allows CSRs to pick up telephone calls, transfer, conference and dial out within the desktop.

 

Chat and Collaboration.  Our solution allows a customer to chat live (online) or co-browse with CSRs, by request or through automatic escalation.  Support staff can “push” web pages to a visitor within a dialogue as well as escort users though a website and complete web forms for the customer.

 

Closed-Incident Metrics.  This capability provides CSRs with the ability to conduct surveys following closed incidents to track resolution and satisfaction.

 

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