RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on RightNow's strong self-service platform with the addition of agent-scripting technology, a desktop add-in...
As Wall Street unwound last week, RightNow CEO Greg Gianforte watched from a vantage point an ocean away. He was in London, making a stop on his self-assigned global tour to visit the company's top 50 users. Like many people, Gianforte is viewing the events with a combination of uncertainty and cau...
With the release of its August '08 version, RightNow Technologies continues to shift both its platform and its lineup of products and features to Web 2.0. This latest upgrade includes a customer portal that offers widgets, video, forums and blogs. Its studio development environment now allows users ...
RightNow is adding chat to its expanding Feedback feature set. The new functionality is part of the application's May '08 update to its flagship CRM product. "By adding feedback into RightNow chat, we have filled out our multichannel story," Andrew Hull, director of product marketing for RightNow, t...
Much ink has been spilled about what, exactly, has been the secret of Barack Obama's overwhelming success. There is no denying his charisma or the appeal of his message, but a behind-the-scenes look at how his political machine operates -- namely, how it empowers its people on the ground to operate ...
Every year, Beagle Research Group scours the tech landscape in search of a few good companies that are developing technologies not only novel to the customer relationship management industry, but also likely to reinvent business processes in their particular niches. Denis Pombriant, principal at the...
Like their peers in the private sector, government agencies are under pressure to deliver services around the clock and in digital form. "Customers increasingly prefer to serve themselves whenever and by whatever means they wish," Gina Pearson, director of the National Energy Information Center, U.S
RightNow has updated its flagship SaaS CRM product with new agent desktop functionality, customer-tracking abilities, enhanced analytics and chat features. The new version, which it calls "February '08," also includes a contextual workspace -- that is, a user interface for contact center service rep...
RightNow has enhanced its retail industry-specific app with chat and feedback functionality -- changes that give users more outreach options to customers using self-service channels. "With this app, retailers can incorporate feedback into chat," said Susan Meriwether, VP of product marketing, "to ma...
Return on investment figures for a Software as a Service implementation can be surprisingly difficult to generalize. One measure often cited in the industry is that one year is a reasonable period in which firms can expect to see a project deliver returns, with the larger-sized investments bringing ...
It is difficult to avoid the talk of a potential recession in 2008. Even firms whose product set or market niche are well-suited for tight times don't like the thought of slow sales and bleak economic forecasts. RightNow Technologies, an established Software as a Service CRM vendor, is one of those ...
NetSuite has sold 6.2 million shares to investors in a Dutch auction this week, raising a healthy $161 million. The haul from its long-awaited initial public offering came in spite of -- or perhaps because -- its moving target price. NetSuite ultimately debuted at $26 per share, after jumping from a...
RightNow is leveraging two of its competitive strengths -- self-service and knowledge management -- to deliver a syndication widget in its November 07 release. The feature allows companies to syndicate and then distribute content, such as pricing or warranty information, across several Web sites tha...
RightNow and Demandware have developed a new mash-up that integrates the former's CRM and customer service offerings with the latter's e-commerce suite. The result is an application that incorporates product content management and promotion with such interaction functionality as click-to-chat, while...
What a week. It's amazing how much news you can make by throwing around a few billion dollars. We found that out by observing the sound (though maybe not the fury) of SAP and Oracle placing billion dollar bets on the future outlines of the enterprise software industry. In the last week or so, Oracl...
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None of the above
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CRM Advances With AI Powers Amid Data Privacy Challenges
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