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Silver 1 Partner
40 Enterprise Blvd.
P.O. Box 9300
Bozeman, MT 59718-9300
406.522.4200

Solutions:

RightNow Service
RightNow Marketing
RightNow sales automation
RightNow Voice
RightNow Analytics
RightNow Locator
RightNow Feedback

Recognized Innovator Winner
Innovation in Globalization

Company 360

Revenues: $87.2M
Installed Base: 1700+
Employees: 530
Deployment: Saas and OnPremise

Customer References

Air Canada
Air New Zealand
Alaska Air
Amtrak
British Airways
Hawaiian Airlines, Inc.
Alltel Corp.
Belgacom Skynet
Ditech Communications Corp
Motorola
Nextel
Telstra
Vodafone

John Ragsdale Commentary

Founded in 1997, RightNow made its name as the first OnDemand eService vendor, quickly expanded to a full customer service suite, and now offers a complete CRM suite, including best of breed SFA capabilities from their acquistion of SalesNet in 2006. Primarily targeting mid-market deals, though increasingly seeing traction in larger companies, RightNow's easy to use and maintain technology is popular with business users. Though probably best known for core products like Web self-service, RightNow also has some innovative offerings including dynamic upsell/cross-sell, and best of breed Web 2.0 capabilities with partner Lithium.

Functional Coverage

  eService
> Web Collaboration
> Proactive Chat
> Email Response Management
> Agent Knowledgebase
> Agent Diagnostic Tools
> Customer Knowledgebase
> Customer Self-Service Problem Diagnostic/Self-Healing
> Forums
  Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
  Field Agent Scheduling/Dispatch
  Parts Inventory/Logistics Tracking
  Wireless Field Service
  CRM
> Case Management
> Entitlement
> SLA Tracking
> Customer History
> Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
  Work Force Optimization
  Quality Monitoring
  Learning Management System
> Voice Self-Service
  Survey Management


  Business Consultants
 
 
 
 

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