RightNow Delivers On Demand CRM Solution for Telecommunication Companies

Thursday, 21 June 2007 06:10

RightNow® Technologies (NASDAQ: RNOW) 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 organisations 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. Œ At the same time, 55 percent of telecom customers contact their service provider each year?, 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.”

RightNow Telecom helps companies enhance the customer experience by immediately delivering relevant, accurate information to contact centre 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.

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 Jupiter Research report sponsored by RightNow, as product and portfolio complexity grows, so will new service requirements and expectations. With RightNow Telecom, organisations 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.