BOZEMAN, Mont., Oct. 4 /PRNewswire-FirstCall/ -- RightNow® Technologies (Company
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Studies) (Nasdaq: RNOW - News) today announced RightNow Telephony Application Programming Interface (RTAPI), a unique set of integration tools that help RightNow telephony partners and customers build best-of-breed voice-enabled CRM environments based on RightNow's on demand CRM applications -- including RightNow CRM(TM) and RightNow Voice(TM).
By tightly linking CRM applications to voice and call center infrastructure, RTAPI allows marketing, sales and service/support organizations to streamline customer interactions, gain greater visibility into customer behaviors, and deliver a competitively differentiated customer experience. This voice-enabled CRM environment helps companies meet key business objectives such as increased revenue, improved staff productivity, and greater customer retention.
RightNow telephony partners are already using RTAPI to deliver innovative voice-enabled CRM capabilities. Hosted contact center solutions provider Echopass, for example, is using RTAPI at a Fortune 500 company to integrate its telephony capabilities with RightNow CRM to show call center representatives any content that customers have already "browsed" using RightNow Voice self-service technology. This gives the reps insight into the type of issue the customer has and ensures that they don't repeat information the customer has already been provided.
"The combination of RTAPI and RightNow Voice provides telephony capabilities that no other CRM vendor can currently match," Vincent Deschamps, CEO of Echopass, said. "These capabilities are enabling us to build ground- breaking voice-enabled CRM environments for our clients that generate substantial business advantages and real ROI."
"RightNow Voice is an innovative solution that can improve customer satisfaction and call center productivity," said Cary Fulbright, vice president of marketing and products for Five9, Inc. "Thanks to RTAPI, Five9 has been able to quickly and easily leverage RightNow Voice to offer our customers high-impact voice-enabled CRM capabilities that they would otherwise have only been able to obtain through a costly, risk-intensive engagement with a blue-chip systems integration services provider."
RTAPI provides a diverse range of integration functions designed to meet the needs of customers with a variety of telephony environments, including:
* Tools for integration with both on-premise PBXs (including specific
connectors for popular platforms such as Avaya Definity and Nortel
Meridian) and on demand offerings such as Echopass's Call Center On
Demand and Five9's Virtual Contact Center
* "Screen pop" functions driven by caller identification via ANI or DNIS
* Click-to-dial capabilities that automate outbound calling from RightNow
applications
* Interactive Voice response (IVR) integration
* Support for CTI or PBX call routing
* Capture of agent-level call statistics in the RightNow database
* XML-based API database read/write
RTAPI extends the leadership position taken by RightNow in the integration of voice functionality with CRM since its acquisition of Convergent Voice and its introduction of RightNow Voice in June 2005. RightNow is currently the only on demand CRM vendor to offer both native voice applications and a robust voice API for integration with third-party products. RightNow is also the only on demand vendor to offer unified management of customer interactions and access to a common knowledge base across voice, email, Web and chat communication channels.
"You can't build strong relationships with your customers if the salesperson on the phone with them today has no idea about the email they sent to customer service yesterday," Greg Gianforte, CEO and founder at RightNow, said. "RightNow uniquely interconnects the entire universe of customer contacts in an intuitive, rules-driven operating environment, so organizations can develop the deep customer intimacy necessary to achieve optimum customer satisfaction and retention. The release of RTAPI is the latest in a series of aggressive and deliberate steps RightNow has taken to ensure that we deliver on this proposition better than anyone else."
About RightNow Technologies, Inc.
RightNow (Nasdaq: RNOW - News) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow's acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,300 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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