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RightNow Enables Siebel Users to Improve Customer Service, Cut Costs with Seamless Integration of eService SolutionRightFit™ Integration Connector for Siebel Systems Ensures Timely, Cost-Effective Links with RightNow eService Center™BOZEMAN, MT (November 11, 2002) – RightNow Technologies Inc., a leading provider of eService solutions expertise, is now offering Siebel software users a highly cost- effective, fixed-scope integration solution for adding complete, multi-channel eService capabilities to their current enterprise CRM systems. By taking advantage of this innovative solution, Siebel users can both significantly improve the quality of their customer service and substantially reduce their customer service operation costs.RightNow’s new offering, RightFit Integration Connector for Siebel Systems, provides customized integration of RightNow’s acclaimed RightNow eService Center with existing Siebel deployments. Unlike conventional integration projects – typically susceptible to “scope creep,” budget over-runs, and unanticipated complexities – RightFit Integration Connector captures RightNow’s previous integration experience to ensure customers can achieve their objectives within a predictable cost and time span. “Organizations that have made significant investments in Siebel’s CRM platform require their Internet service system-of-choice to integrate tightly with existing applications. However, with budgets so tight and integration projects so notoriously risky, IT managers are reticent about undertaking such integration initiatives,” Sean Forbes, vice president of marketing and business development, said. “With our RightFit Integration Connector for Siebel Systems, RightNow is eliminating those potential stumbling blocks – allowing customer service teams to enjoy the tremendous benefits of robust eService while minimizing any stress on their companies’ IT resources.” RightNow eService Center appreciably enhances customer service through the effective use of various communications channels – including the Web, email, and chat – combined with patented self-learning knowledge base technology. By making a company’s customer service knowledge base easily and automatically accessible across multiple channels, RightNow eService Center drastically reduces customer service workloads, while it develops/creates accurate, timely information readily available to customers any time of the day or night. RightNow eService Center also makes it easy to grow and refine such knowledge bases as a result of actual questions customers ask each and every day. This enables companies to achieve extremely high Internet-based self-service rates without having to invest excessive person-hours upfront to build a large knowledge base. With the RightFit Integration Connector, RightNow and Siebel applications can be effectively linked via XML-based APIs so all service events that take place within RightNow are automatically incorporated into Siebel customer histories. Conversely, customer accounts created in Siebel immediately become part of the RightNow database – so that it can recognize customers who use its communications channels. RightFit also enables customer service representatives to access RightNow functions from within their Siebel clients. About RightNow Technologies RightNow Technologies, a recipient of UPSIDE Magazine’s 2002 Hot 100 Private Companies award, is the leading eService solutions expert, engineering business solutions that deliver rapid time-to-benefit and quick return on investment. RightNow delivers these benefits to more than 1,000 customers such as: Air New Zealand, Ben & Jerry's, British Airways, Cisco, Fujitsu, Maxtor, Orbitz, Remington, Sanyo, and more than 100 public sector clients including the Social Security Administration and the State of Florida. RightNow's multi-channel eService suite, which is Section 508 certified, supports Web-based self-service, email response management, live chat and collaboration, and reporting and service metrics. RightNow Locator, which directly links a company’s Web presence with its real-world locations, provides customers the information they need to purchase products or obtain services locally. Founded in 1995, RightNow has offices in Bozeman, Dallas, London, and Sydney, with an associated office in Tokyo. RightNow's products are available in 14 languages worldwide. For further information visit http://www.rightnow.com/ Editorial Contact: Monica L. Remely RightNow Technologies 406/522-4264 mremely@rightnow.com top of page |
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