RightNow Technologies Interview

RightNow Technologies Interview

CloudTweaks.com recently spoke with Andrew Hull, Director of Product Marketing at RightNow, and JP Saunders, Director of Product Marketing, CX Platform at RightNow, about current trends in cloud computing.

RightNow is well positioned in the CRM space focused on large business to consumer interactions.  The company’s unique focus is on the broader “customer experience,” where customers interact with businesses using email, on-line chat, and call center response.  RightNow’s mission-critical SaaS CX cloud platform, provides reliability, scalability, security, and the flexibility organizations need to support the delivery of an exceptional customer experience. RightNow’s hosting environment also provides much greater scalability than any organization could reasonably afford to provision internally. This performance is especially valuable during periods of peak traffic – which typically lead to significant degradations in performance when companies are dependent on limited internal capacity. And with 2.5 billion customer interactions facilitated annually, 10.2 billion database transactions per week, and more than 500 million contacts maintained on 60 terabytes of storage, organizations can be confident in partnering with RightNow to take on the critical responsibility of application tuning, management and service delivery of RightNow’s SaaS software CX solution.

RightNow is a provider of on demand customer experience solutions that help organizations deliver great customer experiences. Founded in 1997, RightNow is headquartered in Bozeman, Montana, employs more than 800 people, and serves nearly 2,000 organizations worldwide. RightNow is listed on the NASDAQ under the symbol RNOW.

Anthony Park:

Thanks for meeting with us.  Please give Cloudtweaks’ readers a short overview of your platform.

Andrew Hull:

RightNow is broadly in the CRM industry and certainly supports sales, service, marketing business processes.  But what makes us unique is that we specifically focus on the broader customer experience.  RightNow’s solution gives companies the power to manage customer interactions across the three experiences that matter most for today’s digitally connected consumers – the web, social networks and the contact center   We are literally the best at it when you collectively look across Gartner’s web customer service, social CRM and contact center magic quadrants.

Anthony Park:

What are RightNow’s key differentiators?

JP Saunders:

Our big differentiators from salesforce.com is that we have a purpose cloud built platform for customer service.  This means we can deliver mission critical software for enterprises that have been built for customer service delivery. Salesforce.com, which is a generic cloud offering, was originally built for sales force automation which is a lot less mission critical.  So it is obviously a critical part of customer experience, but if it went down for a few hours you could not recover. Whereas everything that touches your customer interaction would have significant detrimental impact if the service went down. In fact, according to our fifth annual Customer Experience Report, 82% of consumers have stopped doing business with a company as a result of a negative experience. What is different from years past is that companies now understand this phenomenon and have seen the impact that a negative experience can have on a company’s reputation and bottom line.

JP Saunders:

We build custom objects for customers that are used inside applications.  For example a ticket would be an object in this example.  So, being able to create custom objects and fields you are essentially building a custom application inside our system delivering customer experience, value or assets.  We have a number of integration partners.  There is probably no typical installation although we have standards.

Andrew Hull:

You can go to our website and click on client success and we have a number of links which describe many of our clients.  Companies like British Airways and Drugstore.com and eharmony.com.  The deployments can go from a couple of days to a few months. The integration side is not the same.  We tend to start on the web self-service side as it has a very definable return on investment providing savings while improving the customer experience.  Later, we can drill down into business processes that are very complex.  The case studies I mentioned earlier give some good examples.

Anthony Park:

Are you running your applications on private clouds or on inside your customers data center locations?

JP Saunders:

This depends on the company and their location and where they need us.  We have some fairly large deployments globally, especially for a company our size. We have 5 major data centers in Santa Clara, Toronto (to serve Canada), Chicago, London, and then in Oklahoma we have a DOD (Department of Defense) cloud or government cloud.  We do a lot of business with Australia, New Zealand and we are starting to penetrate into Japan and other areas.  We do have investments in late 2011 for new data center in Sydney, Australia.

Andrew Hull:

To clarify and further refine that question it is our own infrastructure. We have been in business since 1997 doing this and what makes us unique is that there wasn’t an Amazon or another provider that you could build on then, so we are unique as a Software as a Service platform in that we have our own infrastructure and multi-tenant environment. That has worked well for us.  The scale is impressive in that we service about 8 million interactions a day on our platform so it is impressive on the size and scope just because of the type of customers we are supporting.

Anthony Park:

Who do you consider your biggest competitors?

Andrew Hull:

The biggest competitors we run into are older legacy systems that are coming out like Oracle Siebel systems.  Another one is Salesforce.com in certain type of situations.  If they need higher levels of consumer touch points and multi-channel or chat they head to us or if they are Business to Business or sales force automation the may go more towards Salesforce.com.

Anthony Park:

JP, please put your futurist hat regarding the future of cloud applications.

JP Saunders:

I attended the CIO Summit in Miami recently so I have had an opportunity to network with a lot of people.  The direction is hard to answer due to the amount of change but it is an interesting space.  There could be a lot more centralization in the future as well.  Also, I see more of the private clouds and integration into the family of clouds in the organizations.  More purpose built clouds on both off premise and on-premise will also evolve.

Andrew Hull:

We are also the only SaaS vendor that has gone through the entire process with the government and have 170 governmental clients worldwide.  The majority of those right here in the U.S.

Anthony Park:

Thanks for your time.  I have included the links below that you referenced for our readers to get more in depth information on RightNow CX platform and case studies.  We appreciate the opportunity to speak with RightNow.com

By Anthony Park

About CloudTweaks

Established in 2009, CloudTweaks is recognized as one of the leading authorities in connected technology information and services.

We embrace and instill thought leadership insights, relevant and timely news related stories, unbiased benchmark reporting as well as offer green/cleantech learning and consultive services around the world.

Our vision is to create awareness and to help find innovative ways to connect our planet in a positive eco-friendly manner.

In the meantime, you may connect with CloudTweaks by following and sharing our resources.

View All Articles

Sorry, comments are closed for this post.

Comic
Investing In The Future With The Introduction of Sage Cloud

Investing In The Future With The Introduction of Sage Cloud

CHICAGO, IL–(Marketwired – Jul 26, 2016) – Sage, a market leader in cloud accounting software, announced today at Sage Summit 2016 its strong commitment to future technologies, with a focus on new and existing partnerships that power business growth. Revealed during CEO Stephen Kelly’s keynote address, which opened the world’s largest gathering of entrepreneurs and…

2016 Tour de France: Racing With Big Data

2016 Tour de France: Racing With Big Data

2016 Tour de France The 2016 Tour de France has just concluded, with Chris Froome (SKY) taking his third overall win. Not the kind of event we often focus on here at CloudTweaks, but Dimension Data has put its analytics technology to use tracking the journeys of each rider across all 21 stages, and their…

Ransomware: A Digital Pandemic – Is There A Cure?

Ransomware: A Digital Pandemic – Is There A Cure?

The Rise Of Ransomware You can imagine the scene: you’ve just completed that business plan and a set of accounts. Finally, it’s done and saved, ready for a final read through and to be sent out to your contact list. And right when you’re ready to click “Send”, the next thing you see on the…

Martech In A Content Crazed World

Martech In A Content Crazed World

Content Crazed World Everywhere you look there are pop-up ads and offers, at times it can feel like overload. What used to be a few online ads on websites has now grown into a wild world of offers that consume your every device. These advancements in marketing technology can not only be overwhelming to the…

Hubgets – Advanced Collaboration, Enriched Communication

Hubgets – Advanced Collaboration, Enriched Communication

Advanced Collaboration Tool Sponsored series provided in collaboration with Hubgets Collaboration tools have advanced leaps and bounds with the advent of cloud technology, and the services available are only getting better. Promising features such as sophisticated group communication, productive management of tasks and meetings, and the ultimate dream, working remotely from some gorgeous island destination, innovative collaboration…

Shaking Up The Cloud Technology Marketplace

Shaking Up The Cloud Technology Marketplace

Cloud Technology Marketplace Cloud continues its devastating rearrangement of the technology marketplace. As legacy vendors struggle to compete many deck chairs are getting moved about – some pretty spectacularly. In the meantime, the boat is still sinking. We have seen how SaaS (Software as a Service) is tearing up traditional software firms who must adapt…

Virtual Immersion And The Extension/Expansion Of Virtual Reality

Virtual Immersion And The Extension/Expansion Of Virtual Reality

Virtual Immersion And Virtual Reality This is a term I created (Virtual Immersion). Ah…the sweet smell of Virtual Immersion Success! Virtual Immersion© (VI) an extension/expansion of Virtual Reality to include the senses beyond visual and auditory. Years ago there was a television commercial for a bathing product called Calgon. The tagline of the commercial was Calgon…

The Fully Aware, Hybrid-Cloud Approach

The Fully Aware, Hybrid-Cloud Approach

Hybrid-Cloud Approach For over 20 years, organizations have been attempting to secure their networks and protect their data. However, have any of their efforts really improved security? Today we hear journalists and industry experts talk about the erosion of the perimeter. Some say it’s squishy, others say it’s spongy, and yet another claims it crunchy.…

Are CEO’s Missing Out On Big Data’s Big Picture?

Are CEO’s Missing Out On Big Data’s Big Picture?

Big Data’s Big Picture Big data allows marketing and production strategists to see where their efforts are succeeding and where they need some work. With big data analytics, every move you make for your company can be backed by data and analytics. While every business venture involves some level of risk, with big data, that risk…

The Cancer Moonshot: Collaboration Is Key

The Cancer Moonshot: Collaboration Is Key

Cancer Moonshot In his final State of the Union address in January 2016, President Obama announced a new American “moonshot” effort: finding a cure for cancer. The term “moonshot” comes from one of America’s greatest achievements, the moon landing. If the scientific community can achieve that kind of feat, then surely it can rally around…

Protecting Your Web Applications In A Hybrid Cloud Environment

Protecting Your Web Applications In A Hybrid Cloud Environment

Protecting Your Web Applications It’s no secret that organizations are embracing the cloud and all the benefits that it entails. Whether its cost savings, increased flexibility or enhanced productivity – businesses around the world are leveraging the cloud to scale their business and better serve their customers. They are using a variety of cloud solutions…

Five Cloud Questions Every CIO Needs To Know How To Answer

Five Cloud Questions Every CIO Needs To Know How To Answer

The Hot Seat Five cloud questions every CIO needs to know how to answer The cloud is a powerful thing, but here in the CloudTweaks community, we already know that. The challenge we have is validating the value it brings to today’s enterprise. Below, let’s review five questions we need to be ready to address…

New Report Finds 1 Out Of 3 Sites Are Vulnerable To Malware

New Report Finds 1 Out Of 3 Sites Are Vulnerable To Malware

1 Out Of 3 Sites Are Vulnerable To Malware A new report published this morning by Menlo Security has alarmingly suggested that at least a third of the top 1,000,000 websites in the world are at risk of being infected by malware. While it’s worth prefacing the findings with the fact Menlo used Alexa to…

Teach Yourself The Cloud: Cloud Computing Knowledge In 5 Easy Steps

Teach Yourself The Cloud: Cloud Computing Knowledge In 5 Easy Steps

Teach Yourself The Cloud Learn how to get to grips with cloud computing in business  Struggling to get your head around the Cloud? Here are five easy ways you can improve your cloud knowledge and perhaps even introduce cloud systems into your business.  Any new technology can appear daunting, and cloud computing is no exception.…

4 Industries Being Transformed By The Internet of Things

4 Industries Being Transformed By The Internet of Things

Compelling IoT Industries Every year, more and more media organizations race to predict the trends that will come to shape the online landscape over the next twelve months. Many of these are wild and outlandish and should be consumed with a pinch of salt, yet others stand out for their sober and well-researched judgements. Online…

Are Women Discriminated Against In The Tech Sector?

Are Women Discriminated Against In The Tech Sector?

Women Discriminated Against In Tech Sector It is no secret that the tech industry is considered sexist since most women are paid less than men; there are considerably fewer women in tech jobs; and generally men get promoted above women. Yet the irony is twofold. Firstly, there is an enormous demand for employees with skills…