RightNow Delivers on Demand CRM Solution for Telecommunication Companies
BOZEMAN, Mont., June 19 /PRNewswire-FirstCall/ — RightNow(R) Technologies today announced the availability of RightNow Telecom, a new offering that combines its on demand customer relationship management (CRM) solution with its extensive experience working with leading telecoms such as Alltel, British Telecom, Crane Telecommunications, KPN Mobile, Pipex Communications, Rave Wireless, TDS Telecom, Telefonica, Time Warner Cable, Tiscali, T-Mobile Austria, Versatel and Vodafone in Czechoslovakia, Australia, New Zealand and The Netherlands.
Available in 21 languages and dialects, the new RightNow offering is based on the company’s enterprise-class, on demand solution for service, sales and marketing. RightNow Telecom includes industry best practices that can help telecoms decrease customer churn and reduce costs. It is available under RightNow’s software-as-a-service delivery model, which allows organizations to implement quickly, without having to make extensive investments in infrastructure.
On average, 25 percent of customers are at risk of leaving their telecom service provider due to a bad customer experience or a competitor’s lower priced offering.(1) At the same time, 55 percent of telecom customers contact their service provider each year(2), giving telecom providers ample opportunity to either bolster customers’ loyalty or push them to a competitor. “An exceptional customer experience can be the single most powerful way for a telecom to set itself apart from competitors,” said Greg Gianforte, CEO of RightNow. “Our solution, based on what we’ve learned from 175 telecom clients, can help companies deliver outstanding customer experiences, which can increase loyalty and simultaneously drive down costs.”
“To gain and retain customer loyalty, we need to create an ongoing positive experience for our customers,” said Herbert Schandl, executive vice president customer care, T-Mobile Austria. “With RightNow we are able to provide excellent experiences for our customers online, where they are able to help themselves. In a tight-margin industry, we believe customer experiences can help us effectively compete and make a difference for our customers.”
RightNow Telecom helps companies enhance the customer experience by immediately delivering relevant, accurate information to contact center agents working with customers. RightNow Telecom also helps lower operating costs by giving customers the opportunities and resources to self-serve, which reduces the number of inbound phone calls and emails.
TDS Telecommunications Corp. (TDS Telecom), a leading provider of voice, Internet and entertainment services in 28 states, uses RightNow to cost-effectively provide superior experiences to its customers. “Our emphasis is on making the customer’s experience as satisfying as possible and fully delivering on their expectations. It’s what sets TDS apart from the competition,” said Aaron Hendrickson, an analyst with TDS Telecom.
Also with RightNow Telecom, companies can effectively manage and support subscriber growth and a rapidly expanding, often complex portfolio of offerings, such as games, music and video. According to a JuptierResearch report sponsored by RightNow, as product and portfolio complexity grows, so will new service requirements and expectations. With RightNow Telecom, organizations can roll out new products and services quickly and with confidence, knowing that both current and new customers will have all the information they need to research, understand, purchase and use new offerings.
RightNow Telecom is available immediately. To learn more about RightNow Telecom, join the June 26 Webcast, “Emerging Trends in the Telecom Customer Experience” (http://www.rightnow.com/events/event.php?id=9871).
About RightNow Technologies
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
(1) July-September, 2006, Customer Respect Group (2) January 25, 2007, J.D. Power and Associates Reports: Wireless Provider Performance Declines Significantly When Customer Care Issues Are Handled by a Computerized Response System
This press release may contain forward-looking statements. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model, including recent changes we made to our model; our ability to develop or acquire, and gain market acceptance for new products in a cost-effective and timely manner; the market success of our recently released RightNow 8 product and of our new RightNow Telecom offering; the gain or loss of key customers; competitive pressures; our ability to expand operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; and our ability to expand, retain and motivate our employees and manage our growth. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
RightNow Technologies
CONTACT: Katie O’Connell of RightNow Technologies, +1-925-674-1487,cell, +1-510-304-3707, koconnell@rightnow.com
Web site: http://www.rightnow.com/