RightNow Leads in Garnter MQ

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RightNow dominated the 2010 Gartner CRM Magic Quadrant for eService and Contact Center

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  • Note: the eService MQ will be updated in mid-2010
  • Most Gartner and 1:1 Media Awards Three Years Running RightNow looks at success through the lens of our customer awards first, technology awards second
  • RightNow Leads in Garnter MQ

    1. 1. Gartner Magic Quadrants Customer Service
    2. 2. Gartner Magic Quadrant Contact Center 2010 “ Vendors that can demonstrate a strategy of providing support for all four of these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.”
    3. 3. Gartner Magic Quadrant eService 2009 “ RightNow Technologies still remains the worldwide leader in e-service”
    4. 4. Best Solution for Multi-Channel Service eService Contact Center RightNow is the only Leader in both Contact Center and eService
    5. 5. Leaping Ahead of the Competition 2010 2009 RightNow shows the most significant movement 2009 to 2010
    6. 6. More Gartner & 1to1 Customer Awards Than Any Other Vendor BEST CRM EMEA FINALIST 2007 BEST CRM FINALIST 2007 CR M SILVER 2008 BEST CRM 2008 & CSS GOLD 2008 CRM GOLD 2008 ORG TRANS SILVER 2009 AND CSS SILVER 2008 BEST CRM EMEA 2009 CUSTOMER EXPERIENCE WINNER EMEA/APAC 2010 CE EXCELLENCE & CRM GOLD 2009 CSS GOLD 2009 CSS SILVER 2009 BEST CRM 2007 CRM SILVER 2009
    7. 7. Contact Center MQ Commentary on RightNow <ul><li>In 2009, RightNow revenue was approximately $150 million, and it had more than 800 employees worldwide, making it one of the largest, and fastest-growing, independent CRM software providers worldwide. </li></ul><ul><li>Strengths </li></ul><ul><li>RightNow continues to improve its capabilities in the customer service contact center, while simultaneously improving its Web customer self-service and its new entrance into the social CRM area with the acquisition of HiveLive. </li></ul><ul><li>References consistently point to the influence of the vision of RightNow's CEO of the customer experience inspiring them to favor the product over less-focused rivals. </li></ul><ul><li>Consumer-oriented, customer service contact centers that have a need for searchable content, integrated chat and e-mail, and solid scripting capabilities using a modern GUI will be attracted to the product. </li></ul><ul><li>The system, delivered as a subscription service in a SaaS model, is straightforward to set up and configure without the need to resort to heavy IT involvement. </li></ul><ul><li>RightNow has strong industry representation in high tech, government agencies, retailers, education, travel, consumer electronics and branches of telecommunications, while not focusing on industry-specific functionality (for example, billing, price catalogues, order execution and underwriting). </li></ul><ul><li>Cautions </li></ul><ul><li>RightNow does not deliver an enterprise application suite or a technology suite. Organizations leaning heavily in the direction of an all-Oracle or all-Microsoft environment, for example, often face resistance from IT. </li></ul><ul><li>The availability of third-party professional service resources has improved, which is important for organizations that require significant business change management as part of an engagement. The partner ecosystem needs to improve for the company to scale more rapidly. </li></ul><ul><li>Competition from rapidly rising newcomers in the contact center space will continue to pressure growth in the contact center customer service desktop area. </li></ul>
    8. 8. eService MQ Commentary on RightNow <ul><li>RightNow Technologies still remains the worldwide leader in e-service market share in the e-service space, and continues to grow. </li></ul><ul><li>Strengths </li></ul><ul><li>Viability: RightNow has a good reach and presence in the entire primary market (and some secondary markets), directly or through a network of SIs. It has a good global reach for sales and support, and a strong market share worldwide. The brand recognition is growing, and RightNow is growing its installed base aggressively. </li></ul><ul><li>Analytics: Due to the e-service suite using a common set of application development, management and reporting tools across all the channels, the analytics engine provides a variety of solutions for customers to better understand their interactions across all the channels and to measure customer experience. </li></ul><ul><li>Recording: All interactions and outbound e-mail marketing are stored in the same database, which provides for an integrated quality-assurance solution. </li></ul><ul><li>Professional Services: Strong professional service capabilities are provided either by RightNow directly or through its system integration partners. </li></ul><ul><li>Defense- and Government-Ready: RightNow is the only vendor to launch a defense- and government-ready SaaS product set that adheres to the stringent security and compliance requirements as set out by the various U.S. government regulating bodies. </li></ul><ul><li>Cautions </li></ul><ul><li>Functionality: There are some channel areas where RightNow still does not have a proven and robust OEM solution. These functional gaps are for the virtual assistant and for the multimodal communications and SMS channel. </li></ul><ul><li>Recording: With RightNow not having an OEM solution in the above two channels, the recording of interactions is not unified across all the interaction channels. Customers will have to rely on alternative methods for recording interactions for the virtual assistant and multimodal communications and SMS channels when partner or third-party solutions are used. </li></ul><ul><li>Functionality: RightNow must ensure that enough R&D is put in place to build out the market-leading knowledge base for self-service, because Gartner did not see any future development plans or road map for a knowledge base for self-service beyond 2009. </li></ul>

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