3 June 2003 - Strengthening and broadening the benefits of hosted applications to enterprise customers even further, RightNow Technologies, the world's leading provider of multi-tenancy hosted customer service and support solutions, has announced a new, accelerated application hosting platform. RightNow HostingTM 2.0 harnesses new features and capabilities such as a hosting management system for customers, fixed-scope integrations, and a business intelligence monitoring system.
RightNow Hosting 2.0's multi-channel customer service solution builds on more than 800 successful RightNow hosting deployments and helps customers overcome such enterprise software barriers as:
INTEGRATION: Enables integrations with Web services and XML into both front- and back-office applications, such as Siebel, Cisco, Vantive, Remedy, Clarify, Avaya, CRM/ERP vendors, billing/ordering systems and others;
CUSTOMISATION: Allows for customisation of the display field and creates unique interfaces based on needs;
DEPLOYMENT: Deploys more quickly and easily, usually in about 30 days, including integrations and customisation, and;
INVESTMENT: Decreases investment dramatically - from a 50 per cent to 500 per cent savings. RightNow Hosting 2.0 includes the above capabilities and will expand into three more key areas:
Business Intelligence: This will enable real-time ability to uncover and exploit critical information to maximise customers' service and support operations.
Hosting Management: This gives customers unmatched visibility and control over hosted applications, including control over timing of upgrades.
Fixed-scope Integration Solutions: These add complete, multi-channel service capabilities to customers' current enterprise CRM systems at a fixed cost.
More than 80 per cent of RightNow's current customers select hosting for their customer service and support applications deployment, which RightNow will continue to offer at no additional charge to its clients. More than 90 per cent of new RightNow customers choose the hosting option. During March, customers of RightNow clients received more than 13 million answers from hosted search pages.
RightNow's more than 800 hosted customers are in industries such as travel, manufacturing, retail, consumer packaged goods, financial services, technology, telecommunications, government, and service providers. They include British Airways, Meyer Corporation, Raymarine, Briggs & Stratton, ACCO Brands, Canon Canada, Electronic Arts, John Deere, Skechers, Polaroid, Social Security Administration, TXU Energy, and many others.
"Many software companies claim they will host applications for their clients," Greg Gianforte, founder and CEO at RightNow, said. "The litmus test for this is to ask the question: 'Do you charge for hosting?'. If they answer yes, they are not embracing multi-tenancy hosting, but merely proliferating a failed ASP model from the past - moving on-premise software servers to an off-site facility and charging a premium."
Industry analysts recognise the benefits of RightNow's hosting model: "Companies shopping for customer service software with requirements for tight integrations to internal systems should not eliminate hosted options from the short list," John Ragsdale, Giga Information Group analyst, said. "Hosted products such as RightNow's eService Centre are increasingly built as Web services with XML interfaces that facilitate integrations between remote hosted applications and local internal systems with no response time problems or complex maintenance required."
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