RightNow CX is built from the ground up with the customer at the center of the experienceRightNow CX is a multi-channel customer experience solutionRightNow CX includes RightNow’s innovative self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experience
Most cloud technologies were built from the ground up to be highly scalable, both from the software perspective and the hardware perspective. For end users, this high level of scalability means that rapid expansion of technology requirements doesn’t require the engagement of inhouse IT operations. Scalability is effectively outsourced.
Piloting the Cloud: Social Web and the Public Sector February 25, 2010
Nitin BadjatiaCustomer Experience StrategistSocial Center of Excellence,RightNow Technologies
Nitin is primarily focused on advising RightNow customers on how to adopt emerging technologies to their operational environment. Prior to RightNow, Nitin was an institutional banker at Mellon and Bank of America, and held strategy consulting positions at Oracle, Siebel Systems, and Knova Software.
Nitin holds a Master of Public and International Affairs from the University of Pittsburgh
Outline OMB Mandate Defining Cloud Computing RightNow Social Experience Defining the Social Web Introducing RightNow Cloud Monitor Introducing RightNow Communities What does this mean for your agency? Piloting the social web Where to begin
“ Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.” http://www.flickr.com/photos/mhaithaca/103153597/
Administration Priorities for Infrastructure Modernization and Cloud Computing
Pilots supporting the implementation of a cloud-computing environment include: End-user communications Collaboration Citizen and other stakeholder engagement FY2010 Federal Budget Analytical Perspectives Cross Cutting Programs http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf
As public information exchanges become more and more prevalent, staying on top of trends is important Information is being shared publicly Questions are being asked publicly Answers are being offered publicly
Listen and respond Reach out and connect Resolve issues quickly Fuel word of mouth
What does this mean for your agency? Points of impact
Points of impact Cloud Monitor - Engage with citizens on their social web platform of choice - Follow trends in program related conversation on the social web RightNow Social - Enable communities of interest foryour program - Enable transparency when interacting with citizens Listen and respond Connect and engage RIGHTNOW COMMUNITY
Piloting the social web How can your program benefit from piloting a social web initiative on the cloud?
Rapid provisioning and deployment Since core technology is already in place, you can focus more on rapid adoption by end users and citizens, and less on the technology enablers.
Scalable, on demand capabilities Scalability means flexibility. As usage changes, a SaaS environment can adapt. The cost incurred is for the amount of service used; no sunk costs for unused hardware or software.
Reduced cost, faster results SaaS based cloud environments greatly reduce costs due to:
Multi-tenant infrastructure cost sharing
Pay only for the services used, no unused license overhead
Faster deployment as core infrastructure is already in place
Enabling the core mission of your agency or program The primary benefit of cloud based technologies is that agencies can focus personnel resources and monetary resources on program goals rather than on implementing and maintaining technology.
Where to begin “Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.” FY2010 Federal Budget Analytical Perspectives Cross Cutting Programs http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf
Pilot opportunities – Open government directive
Monitor the social web for agency or program conversations
Enable innovation communities within program or cross-agency
Extend social interaction with citizens through forums