Rightnow Technologies  - logo

Rightnow Technologies Contact Center Software

  • Deployment:
  • Company Size: S M L
  • Features:
  • Platforms:
  • Pricing:

RightNow CRM solution, now acquired by Oracle Inc., is an end-to-end CRM solution that uses smart client architecture to connect and distribute application logic, database logic and presentation logic between the hosted server and browser client. The solution is available both as a hosted delivery and on-premise solution. RightNow CRM is used by over 2,000 multinational companies, serving more than 8 billion customers’ worldwide. Since it was acquired by Oracle Inc. 2011, it has more sales muscle to grow in the market.

Details

RightNow CRM solution, now acquired by Oracle Inc., is an end-to-end CRM solution that uses smart client architecture to connect and distribute application logic, database logic and presentation logic between the hosted server and browser client. The solution is available both as a hosted delivery and on-premise solution. RightNow CRM is used by over 2,000 multinational companies, serving more than 8 billion customers’ worldwide. Since it was acquired by Oracle Inc. 2011, it has more sales muscle to grow in the market.

Solution Features

RightNow CRM solution comprises four key components: RightNow Web Experience, RightNow Contact Center Experience, RightNow Social Experience and RightNow Engage.

  • RightNow Web Experience: Oracle RightNow Web Experience provides a comprehensive online customer experience that helps customers research or purchase products, as well as submit and resolve any kind of issues. The platform is available on any device, from smartphones to desktop computers. While setting a standard for best-in-class customer service, you will simultaneously increase conversions and lower service costs. This solution is delivered through the Customer Service Portal and offers a lot of features such as guided assistance, chat, email management..
  • RightNow Social Experience: This module of the RightNow CRM suite includes RightNow Cloud Monitor and RightNow Communities. RightNow Cloud Monitor is for sourcing and engaging in social conversations on different social networks and blog sites. RightNow Communities provides users with forums for social conversations, support and engaging customers discussions.
  • RightNow Contact Center Experience:  This solution includes features to identify, segment, route callers, and allocate calls to the right agent. It also helps agents to access contextually relevant information while talking to customers. RightNow Voice helps to route callers to different agents. Dynamic Agent Desktop contains many useful tools for agents and also a library of information. The Contact Experience Designer helps to design business processes.
  • RightNow Engage: This feature helps to integrate the different functions of a business – service, marketing, sales and feedback with the different customer channels. It also has extensive tools for analytics. This helps to identify the right message and share it with the right person at the right time through the right channel.

Features

Pricing Model
  • Monthly subscription per user
  • Monthly subscription
  • Yearly subscription per user
  • Monthly site license
  • Yearly site license
  • Metered per minute
  • Flat fee
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Mobile Apps Offered
  • None
  • iOS
  • Android
Mobile friendly?
  • Yes
  • No
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • National DNC Compliance
Service Level Agreement
  • Yes
  • No

Pricing

Request a custom quote for your business

Get Pricing

Recommended Articles

Top 3 Reasons to Stop Using PBX

If you’re still using a PBX (private branch exchange) telephone system in your office—it’s time to stop. You might be thinking, “if it’s not broken, why fix it?&rd...

Auto Attendant Features Every Small...

One of the best features offered by the majority of VoIP providers (often at no additional charge for business accounts) is an auto attendant, or virtual receptionist. When you call a business or o...

What Contact Center Features NOT to...

Contact center functionality is expanding rapidly. Whereas an inbound call center and an outbound one were typically two separate operations several years ago, you’ll almost never see a compa...

What is SIP Trunking?

SIP (Session Initiation Protocol) is a protocol for streaming communication, including voice, video, and other media in real time. There are multiple services and applications which can make u...

Why is Multilingual Support Importa...

In recent years, customer experience has become a leading business initiative, and many companies are investing in new, innovative customer satisfaction strategies and contact center technology to ...

Best Mobile Apps for Business

Communication and collaboration are integral to business success. Phone and mobile technology have both evolved extensively in the past few years, making it easy and efficient to stay connected wit...

Business VoIP in 2017: New Trends, ...

One of the most recent innovations in business communication is Voice over Internet Protocol (VoIP) technology. VoIP phone service has helped reshape and improve business communication so much over...

Call Center Analytics Comparison

If you take the time to analyze what factors work together to formulate successful communication efforts within your business, you will likely unveil three commonalities: professionalism, relevance...

CRM Software and Call Center Integr...

Your company’s CRM software is a key element in effectively engaging with your customers and in nurturing the company-customer relationship. Likewise, your call center is key because of the c...

Cut Through the Noise: How to Achie...

No matter the industry, every call center or contact center has one main priority: Communication. Good communication requires not only technical understanding and a positive mood but a firm grasp o...

High and Low Cost of Call Center So...

Customer satisfaction is one of the most timeless business success principles. Business growth thrives on happy, satisfied customers so companies strive to exceed expectations and deliver an excell...

High and Low Cost of Internet Telep...

The success of your business depends on many diverse factors that are created and driven by your industry and the specific strategic decisions and tactics you leverage for continued growth. One con...