RightNow Sole 'Challenger' Quadrant vendor in eService Magic Quadrant

Ability to Execute Distinguishes Hosted Solutions Innovator

RightNow Technologies, the world's leading provider of hosted customer service and support solutions, today announced it has been listed as the sole "Challenger"* in Gartner's recent Magic Quadrant analysis of the eService market. RightNow's ability to execute was evaluated by several criteria, including its exceptionally large number of satisfied, referenceable customers, ability to improve the effectiveness of Web sites, ability to improve the accuracy of customer knowledge bases, and vision for developing multichannel solutions.

RightNow has experienced 16 consecutive quarters of revenue growth and continues to expand both its product scope and market reach. The company provides both traditional licensing models and hosting. The company's hosting model for application delivery has proven particularly appealing at a time when many IT buyers don't want to make large capital investments in software licenses and the necessary supporting systems infrastructure in pursuit of uncertain business benefits. RightNow enables these customers to minimise upfront cash outlays and eliminate ongoing infrastructure ownership costs, while they increase time-to-benefit. The company also provides for significant integration, customisation and best practice services.

"Gartner's recognition of RightNow's ability to execute confirms the experiences of the more than 1,000 customers, who have consistently achieved substantial ROI within months or even weeks of signing contracts with us," Greg Gianforte, CEO and founder of RightNow, said. "As a principal vendor in the customer service and support market, we look forward to further extending our leadership position and bringing the benefits of customer service to an even wider audience."

- According to Gartner, Inc., challengers are vendors who are performing well today, but have a less-defined view of market direction and, therefore, may not be aggressive in their preparation for the future.

The Magic Quadrant is copyrighted March 2003 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.'s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the "Leaders" quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise's requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.

Josie Pearson
The WhiteOaks Consultancy Limited
24 West Street, Farnham, Surrey GU9 7DR
Tel: +44 (0) 1252 727313 Fax: +44 (0) 1252 727314

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