RightNow and ISC Partner to Boost Call and Contact Center Performance (email this article)

BOZEMAN, Mont., Nov. 7 /PRNewswire-FirstCall/ -- RightNow® Technologies (Company Profile, Past Stories, Case Studies) (Nasdaq: RNOW - News) and ISC today announced an agreement to provide ISC's award-winning Irene® workforce management software to RightNow CRM(TM) customers worldwide. Irene helps contact center managers meet appropriate customer service levels and maximizes the benefits of their RightNow CRM investments.

Part of a CRM suite, RightNow Service(TM), is a comprehensive contact center solution that seamlessly captures customer interactions from both traditional and online channels. This improves quality of service and agent productivity. ISC's Irene uses sophisticated forecasting and scheduling algorithms, accessed through a Web browser, to help organizations effectively track performance and efficiently manage large teams of call and contact center agents. Together RightNow Service and ISC's Irene can help organizations deliver customer-centric service.

"CRM is a critical technology for call and contact centers," Nancy Miller, vice president of consulting services at ISC, said. "By working together, ISC and RightNow can help companies improve the level of customer service they deliver and truly maximize the benefits they get from RightNow CRM."

"Together RightNow and ISC provide customers with the ability to easily and reliably manage their contact center agents for maximum efficiency," Dean Brown, vice president of channel partnerships at RightNow, said.

About ISC

ISC Consultants, Inc., headquartered in New York City, is a leading provider of sophisticated call and contact center workforce management consulting services and software. Irene, ISC's forecasting and scheduling software, is available in an enterprise version or as an online hosted service, which can be accessed over the Internet. It utilizes the unique ISC Optimization Engine, a "smart" patented software engine that forecasts demand and optimally schedules resources to meet it. ISC's founders were senior executives at IBM and Xerox and its employees include management and technical experts from AT&T, Bell Labs, Bellcore, and IBM. ISC's call center consulting customers include AT&T, EDS, Goldman Sachs, John Hancock, Morgan Stanley, Dean Witter, Simon & Schuster, Standard & Poors, IBM, Ciba, and others. For more information, please visit www.isc.com or call toll free 877-472-4472.

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 1,400 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.

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