RightNow Joins Network Advertising Initiative Email Service Provider Coalition to Support Legitimate Marketers’ Fight Against Spam (email this article)

RightNow® Technologies (Company Profile, Past Stories, Case Studies), the world’s leading provider of hosted customer service and support solutions, today announced that it has joined the Network Advertising Initiative’s (NAI) Email Service Provider Coalition (ESPC) to support legitimate marketers’ fight against spam. RightNow joins a list of leading email service providers in their effort to preserve the integrity of email as an effective business communication medium by delivering technology solutions to eradicate spam, collaborating with Internet Service Providers (ISPs) to refine spam policies, building consumer awareness and helping to define public policy.
 
Introduced in September 2003, RightNow Outbound™ brings a unique value proposition to the email marketing industry by allowing marketers and service managers to mine rich customer service data in order to proactively address customer issues and send the most relevant email marketing messages. Because most customer interactions occur post-sale rather than pre-sale, RightNow Outbound’s management and analysis of both customer service and marketing data within a single application enable companies to develop compelling email communication strategies that drive customer satisfaction and cross-sell, up-sell opportunities.
 
“The ESPC members, including RightNow, understand the importance of combating spam while preserving email as a viable communication channel,” J. Trevor Hughes, executive director of ESPC, said. “We are absolutely thrilled to have RightNow join our coalition and bring its unique perspective and proactive participation to our initiatives-both technological and legislative.”
 
RightNow formed a dedicated deliverability management team chaired by Alan Rassaby, the company’s vice president of Legal and Risk Management, to collaborate with leading ISPs and industry organizations to ensure the delivery of legitimate emails sent on behalf of RightNow’s customers and to promote email deliverability best practices.
 
“RightNow is committed to allocating resources to ensure our customers’ permission-based emails to deliver proactive customer service and high value product offers are not confused with spam by the ISPs,” Rassaby said. “We are joining the ESPC to further this goal and to show our support for its Project Lumos. Despite the growing spam problem, the email medium remains one of the most cost-effective and results-driven communication vehicles for both small and large companies.”
 
About the Email Service Provider Coalition
The Email Service Provider Coalition (ESPC) was formed in November 2002 by Network Advertising Initiative (NAI) to fight spam while protecting the delivery of legitimate email. The ESPC is comprised of over 40 members including aQuantive, Blue Dolphin, Digital Impact, Double Click, Experian, GotMarketing, IMN, and Roving Software. The ESPC members recognize the need for strong spam solutions that ensure the delivery of legitimate email. To this end, the ESPC has created several crucial sub-committees, including legislative and technical committees, which have been very active in the war against spam. The flagship initiative, Project Lumos, is an industry proposal for a registry-based solution to the spam problem. For more information on ESPC or Project Lumos, please visit www.projectlumos.com.
 
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support operations with easy-to-implement/easy-to-use technology, replicable best practices drawn from the industry’s broadest base of successful implementations and engagement terms that create accountability for delivering quantifiable results.
 
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry’s, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public sector clients including the Social Security Administration and the State of Florida.
 
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New Jersey, London and Sydney, with an associated office in Tokyo. RightNows products are available in 17 languages worldwide. For further information visit www.rightnow.com.