Right Now Cloud Computing

RightNow [SaaS] Contact Center Customer Experience Management

The type of contact centers we support in the cloud are typically multi-channel customer care organizations ranging from the hundreds to thousands of seats, that are servicing, selling, and even marketing to consumers as part of their interactions.
— Laef Olson, CIO RightNow December 2009

According to CloudBook.net which rates RightNow as one of their "Elite 11" SaaS companies...

>>RightNow provides a suite of customer service and support solutions that captures, tracks, assigns, and manages customer service interactions from initial contact through resolution. Using RightNow Service’s case management, Web self-service, email management, and collaboration modules, companies can more effectively deliver support and service for their customers. Some of RightNow’s customers include Ken Harris, CIO at Shaklee, a 50 year old natural nutrition company; Boyd Beasly, Senior Director of Customer Support at EA, a $3B+ leader in electronic gaming and Chuck Udzinski, Consumer Services Manager at Black & Decker, a $6B+ manufacturer of power tools.

In addition to providing the software to run call centers, RightNow provides a cloud monitoring service.

According to analyst Mary Hayes Weier:

>>RightNow will offer general availability of Cloud Monitor, which will monitor Twitter and YouTube for customer issues, and pull them into a company’s RightNow customer-relationship management system for action.

>>Here’s how it works: You set RightNow Cloud Monitor to search for key words, in 33 languages, in Twitter and YouTube, such as, “XYZ Corp.,” “phone,” “junk,” “crap,” “mad,” “angry,” and the ever-popular “sucks.” After retrieving the tweets or videos, an XYZ customer agent can respond to the individual or create an incident report and put it into the RightNow workflow (RightNow, by the way, is offered in the software-as-a-service model.) Then a statistically based natural-language processing system applies a scale for how positive or negative the emotion is in each incident, which lets XYZ rank the priority in which it deals with each incident."

>>RightNow is planning future support for Facebook and LinkedIn, and is looking at how it can apply the service even more broadly, such as chat rooms.

RightNow's main competitor is SalesForce.com's service cloud which also offers cloud monitoring.

RightNow differentiates from the competition by offering its Cloud Service Agreement, which gives clients flexibility in negotiating contracts with them.