RightNow Delivers First Customer Experience Cloud Platform

(Press Release ITWire Aug 11th)

RightNow today unveiled the first customer experience cloud platform, RightNow CX Cloud Platform making it possible for organisations to create, extend and integrate mission-critical customer experience solutions in the cloud.

The new RightNow App Builder opens up the RightNow platform, allowing RightNow clients and partners to create new customer experience applications natively within the RightNow suite and extend RightNow CX to incorporate client- and industry-specific business processes. For example, adding a new service channel such as in-game help, building desktop extensions such as an order processing component, or creating industry specific workflows and applications to tailor RightNow CX for specific vertical markets.

The RightNow CX Cloud Platform provides all the elements required to deliver exceptional customer experiences in today’s demanding business environment, including:

·      RightNow App Builder, a complete suite of tools to rapidly create, extend, configure and integrate customer experience applications on the RightNow platform

·      RightNow Knowledge Foundation, intelligent authoring, social collaboration, and access for delivering relevant, timely and consistent knowledge across all customer interactions

·      Mission Critical Operations, a cloud delivery infrastructure that provides the reliability, security and scalability demanded for mission-critical business processes

RightNow Helps Organisations Design, Build and Connect Customer Experience Applications in the Cloud
Purpose built for customer experience applications, RightNow App Builder allows RightNow clients, partners and developers to build custom customer experience applications and create, extend, configure and integrate unique processes, all on the RightNow platform.

The RightNow App Builder development tools include:

  • Custom Objects: this new capability allows integrators and developers to create and customise business objects in the RightNow database schema, enabling them to create new applications, interaction channels, and components on the RightNow platform.  (Custom Objects is planned for availability in November 2010).
  • Connect:  enables developers and integrators to leverage open standards-based API capabilities to rapidly and cost-effectively integrate RightNow CX into virtually anything, including desktop applications, backend systems, telephony systems, and the web.  This allows organisations to unify their systems data to provide insightful information exchanges across all customer touch-points.
  • Experience Design:  allows business analysts and designers to easily configure RightNow CX for engaging experiences.  With visual design tools and standard web languages, users can quickly tailor workflows, workspaces, business rules and process definitions to design consistent multi-channel customer experiences.

Get Knowledge Anywhere
RightNow Knowledge Foundation is a set of intelligent authoring, social collaboration and access tools for delivering relevant knowledge across all customer touch-points. RightNow’s patented, self-learning knowledge foundation uses each interaction across the web, social and contact centre experiences to continuously improve the knowledge it delivers.

The RightNow Knowledge Foundation includes:

  • Social Collaboration: enriches an organisation’s knowledge and keeps content fresh and relevant by harnessing social collaboration. Introduced in February 2010, RightNow Collaborative Answers enables consumers to assist in knowledge creation and maintenance by commenting on and rating answers that appear in an organisation’s RightNow knowledge base. Organisations can also directly embed or link to consumer-generated content from their RightNow-powered communities to update answers in their RightNow knowledge base.
  • Intelligent Authoring: ensures consistent and relevant knowledge with multi-level categorisation and rich media answers, across 33 languages and dialects.
  • Total Access: delivers relevant knowledge access across all interaction channels, including search engines and any web page via knowledge syndication.

Deliver Mission-Critical Cloud Access Anytime, Everywhere
RightNow Mission Critical Operations provides the reliability, security and scalability demanded for always-on business processes.

RightNow Mission Critical Operations includes:

·       Reliable Infrastructure: provides global coverage from a fully redundant infrastructure in six geographically dispersed data centres.  All of these are robust, world-class data centres which meet strict standards for availability, reliability and security.

·      Trusted Security: provides robust security, backed by RightNow’s dedicated security team. Security measures include network intrusion detection and 24×7 monitoring across all data centres; daily external vulnerability assessments and quarterly third-party security audits; and secure, encrypted access for clients.  RightNow provides industry leading compliance certifications to help validate the necessary check points for achieving security requirements, including DIACAP, NIST, PCI-DSS/ PCI-SSC, HIPPA, SAS 70/SSAE 16, and FISMA.

·       Robust Scalability: supports the high volume demands for nearly 2000 clients, including some of the largest global brands such as Sony, Nikon, EA, BT and TomTom, with a proven track record of delivering high availability.

David Vap, Chief Solutions Officer, RightNow, said, “To deliver great customer experiences in today’s complex and rapidly changing business landscape where consumers have the power and every interaction matters, organisations need a platform purpose built for customer experience. With RightNow CX Cloud platform, our clients and partners can augment our industry leading, packaged customer experience applications with functionality and processes specific to their unique customer experience strategies.  RightNow is dedicated to helping our clients deliver exceptional customer experiences, and the RightNow CX Cloud Platform is the latest innovation we are delivering to achieve that goal.”

To learn more about RightNow CX Cloud Platform please click here <http://www.rightnow.com/cx-cloud-platform.php> .

Also announced today, the RightNow Cloud Services Portal provides 24×7 visibility into RightNow’s cloud operations.

About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations around the globe. To learn more about RightNow, go to www.rightnow.com

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

Follow Us!

CloudTweaks

Established in 2009, CloudTweaks.com is recognized as one of the leading authorities in cloud computing information. Most of the excellent CloudTweaks articles are provided by our own paid writers, with a small percentage provided by guest authors from around the globe, including CEOs, CIOs, Technology bloggers and Cloud enthusiasts. Our goal is to continue to build a growing community offering the best in-depth articles, interviews, event listings, whitepapers, infographics and much more...
Follow Us!

4 Responses to RightNow Delivers First Customer Experience Cloud Platform

Join Our Newsletter

Receive updates each week on news, tips, events, comics and much more...

Can I Contribute To CloudTweaks?

Yes, much of our focus in 2015 will be on working with other influencers in a collaborative manner. If you're a technology influencer looking to collaborate long term with CloudTweaks – a globally recognized leader in cloud computing information – drop us an email with “tech influencer” in the subject line.

Please review the guidelines before applying.

Contributors

Cloud Infographic – Wearable Tech And Preventative Healthcare

Cloud Infographic – Wearable Tech And Preventative Healthcare

Wearable Tech And Preventative Healthcare There are so many exciting new opportunities available to utilize wearable technology in the future.  Areas such as nanotechnology disease monitoring, crowdfunding to wearable accessories are some excellent examples of the potential. Estimates vary, but appear to suggest that the market will produce between $14-50 Billion over the next few years. Included below

Ten Tips For Successful Business Intelligence Implementation

Ten Tips For Successful Business Intelligence Implementation

Ten Tips for Successful Business Intelligence Implementation The cost of Business Intelligence (BI) software goes far beyond the purchase price. Time spent researching, implementing, and maintaining your BI investment can snowball quickly and mistakes are often expensive. Your time is valuable – save it by learning from other businesses’ experiences. We’ve compiled the top ten

Knots And Cloud Service Providers

Knots And Cloud Service Providers

How Do These Two Compare? In Boy Scouts, I learned how to tie knots. The quickest knot you can tie is the slipknot. It’s very effective for connecting one thing to another via the rope you have. It was used in setting up tents, mooring boats to docks temporarily and lifting your food up into

Big Data

To Have and Have Not: Big Data Initiatives In Developing Countries

To Have and Have Not: Big Data Initiatives In Developing Countries

Big Data Initiatives In Developing Countries The poor of the developing countries are becoming increasingly connected, to the point where they too are part of the Big Data revolution that’s happening across the globe. It didn’t come with laptops, though, as some supposed it would. Whereas it costs a fortune to connect broadband to a

Big Data In Your Garden: Initiatives For Better Understanding Nature

Big Data In Your Garden: Initiatives For Better Understanding Nature

Big Data in Your Garden Big Data and IoT initiatives are springing up all across the globe, making cities, protesters–and just about everything else–smarter. However, thus far there’s been little attention paid to the interactions between these bizarre technologies and living things other than humans. Biology, that is, human biology is one field where Big

Who Holds the Key to the City: Big Data and City Management

Who Holds the Key to the City: Big Data and City Management

Big Data and City Management Cities like New York, Madrid, and especially Rio de Janeiro are augmented with Big Data-powered initiatives that range from combating crime with predictive analytics (New York & Madrid) to providing real-time data for improved management. Although Big Data is no panacea and is mainly used in conjunction with a greater

Internet of Things

Where’s the Capital of the Internet of Things?

Where’s the Capital of the Internet of Things?

Where’s the Capital? We all know the capitals of fashion are London, New York and Paris, while the capital of film is Hollywood (or Bollywood!) – but what’s the new capital of the internet? Specifically, the internet of things? The answer – according to new research by Ozy – might surprise you. It’s not Tokyo, Seoul,

Smart Cities – How Big Data Is Changing The Power Grid

Smart Cities – How Big Data Is Changing The Power Grid

Smart Cities And Big Data As Anthony Townsend argues in his SMART CITIES, even though the communications industry has changed beyond recognition since its inception, the way we consume power has remained stubbornly anachronistic. The rules of physics are, of course, partially to blame, for making grid networks harder to decentralize, as opposed to communication

Aggregated News

Popular News Sources

Potential Security Flaws Detected With Medical Devices

Potential Security Flaws Detected With Medical Devices

Potential Security Flaws Detected There have always been concerns when it comes to security and the cloud. It is especially troubling when it involves the security of medical devices.  As reported by news agency Reuters. The U.S. Department of Homeland Security is investigating about two dozen cases of suspected cybersecurity flaws in medical devices and

New Funding For Acumatica ERP Cloud Business – $13 Million Invested

New Funding For Acumatica ERP Cloud Business – $13 Million Invested

Acumatica ERP Cloud Business Acumatica, a well known ERP cloud services company has raised over $13 millions in new funding led by Bain Capital Owned-MYOB. This is exciting news for the company and demonstrates the high level of adoption and commitment by their clients and partners. This investment validates the market acceptance of the Acumatica solution,” said

Why Microsoft CEO Satya Nadella Loves What Steve Ballmer Once Despised

Why Microsoft CEO Satya Nadella Loves What Steve Ballmer Once Despised

“I don’t want to fight old battles,” says Microsoft CEO Satya Nadella. “I want to fight new ones.” It’s Sunday evening, and Nadella is sitting in a glass-enclosed room at the back of a Japanese restaurant in San Francisco’s North Beach neighborhood, eating sushi with a few reporters. The post Why Microsoft CEO Satya Nadella Loves