Oracle to buy cloud CRM provider RightNow Technologies

Stuart Corner
Tuesday, 25 October 2011 09:40

Oracle is to acquire RightNow Technologies, a provider of cloud-based customer relationship management technology, for $US43 per share or approximately $US1.5 billion net of RightNow's cash and debt, and will incorporate the technology into the Oracle Public Cloud.

RightNow claims that its Customer Service Cloud helps organisations deliver exceptional customer experiences across call centres, the web and social networks. "RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day," said the 'about RightNow' paragraph on a recent press release. RightNow customers in the region include Virgin Mobile, vividwireless, and Telecom NZ, which has been a user since 2005. The US based company has around 1000 employees worldwide, including a branch in Australia

Thomas Kurian, executive vice president, Oracle Development, said: "Oracle is moving aggressively to offer customers a full range of cloud solutions including sales force automation, human resources, talent management, social networking, databases and Java as part of the Oracle Public Cloud. RightNow's leading customer service cloud is a very important addition."

In a letter to Oracle customers and partners, Kurian said: "Oracle is currently reviewing the existing RightNow product roadmap and will be providing guidance to customers in accordance with Oracle's standard product communication policies."

When vividwireless signed up for RightNow in late 2010, CEO Martin Mercer, said: "We needed a system that would integrate with existing systems, scale over time as required and be easy to use - for customers and staff. In among those criteria was the very real need to get a better handle on the voice of the customer, understanding what they need from us, where we could be doing better and where we're doing well.

"RightNow's ability to offer all of that through a single system was a critical selection point because now we're able to gain visibility into customer trends and make better informed business decision on the back of the data."

Virgin Mobile has detailed its experiences with RightNow products in a case study on the RightNow web site.