RightNow Technologies

RightNow Technologies, Inc.
operational
Industry Computer software
Founded Bozeman, Montana (1997)
Headquarters Bozeman, Montana
Key people
 Greg Gianforte, founder
Products Customer relationship management software
Revenue US$185.5 million (2010)
Number of employees
 >1000 (2011)

RightNow Technologies, Inc. was a U.S. software company that developed customer relationship management (CRM) software for enterprise organizations. It was incorporated in Delaware and headquartered in Bozeman, Montana.

Profile

The company was founded in 1997 by Greg Gianforte in Bozeman, Montana. Additional offices were opened in California, New York, New Jersey, Massachusetts, Texas, Illinois, Washington, DC, Colorado, Canada, Europe, Australia and Asia. The company employed over 1000 people worldwide.[1]

RightNow was primarily known for its business model of offering its software as a hosted service in the cloud. As of November 2009, the company had nearly 2000 customers, including Bowers & Wilkins, Australia Post, British Airways, Iomega, Continental Tire NA, Linksys, Nikon, British Telecom, Motorola, Black and Decker, Bank of New Zealand, the Centers for Medicare and Medicaid Services, the Department of Education, the Social Security Administration, Australian National University, the University of South Florida, Intuit, Telstra, Fandango, and Columbia University.

History

Greg Gianforte started the company in 1997 without external capital and created a software product that was initially focused on customer service with an integrated knowledge base. As the company grew, it added marketing and sales functionality, voice automation, customer feedback management, analytics and a social platform to its product, creating a full customer experience suite.

In 2009, RightNow Technologies acquired social networking company HiveLive.[2]

In 2011, the company acquired Q-go for $34 million.[3] Q-go was founded in 1999. It specialized in semantic search SaaS, based on natural language processing technology, providing relevant answers to queries on a company’s Internet website or corporate intranet, formulated in natural sentences or keyword input alike. It integrated automatic statistical reporting of user query behavior for businesses that want to monitor what kinds of questions their customers are asking so they can adjust content to provide the appropriate information for customers and to reduce the load on traditional customer service ports of call, such as call centers and answers by email. The technology has been implemented and deployed in a range of industries, including banking, insurance, pension, telecommunications and logistics, as well as several government agencies.

Products and partners

The main product offered by RightNow Technologies was RightNow CX, a customer experience suite. RightNow CX was divided into RightNow Web Experience, RightNow Social Experience, RightNow Contact Center Experience, and RightNow Engage.

RightNow had an extensive partner network including Solution Partners, Contact Center Partners, Implementation Partners, and Technology partners. Major solution partners included IBM, CapGemini, and Deloitte. Major technology partners included Birst for business intelligence. AmberLeaf was used as a systems integrator.

References

  1. ↑ RightNow grows to more than 1,000 employees http://www.bozemandailychronicle.com/news/article_fba085d8-2f35-11e0-baee-001cc4c002e0.html#user-comment-area
  2. ↑ Dignan, Larry (8 September 2009). "RightNow acquires social networking company HiveLive". zdnet.com. Retrieved December 25, 2013.
  3. ↑ The Wall Street Journal. "RightNow To Acquire Q-Go For $34M, Boosts 4Q View." January 18, 2011. http://online.wsj.com/article/BT-CO-20110118-714950.html Archived from the original January 25, 2011.

External links

Q-go