Ancillary Care Management Selects RightNow Service and RightNow Voice to Power Fast-Growing Contact Center (email this article)

BOZEMAN, Mont., Dec. 12 /PRNewswire/ -- RightNow® Technologies (Company Profile, Past Stories, Case Studies) (Nasdaq: RNOW - News) today announced that Ancillary Care Management, Inc. (ACM(TM)) selected RightNow Service(TM) and RightNow Voice(TM) for the development of its next-generation contact center. By implementing RightNow's on demand CRM solutions -- and integrating those solutions with both its telephony environment and its internally developed core business application -- ACM will be able to scalably and cost-efficiently deliver superior customer service across all communication channels to its rapidly growing healthcare payer and provider clientele.

Ancillary Care Management is a high-growth healthcare company. To improve operational efficiencies and the overall customer experience, the company has redesigned its contact center environment. Key objectives included the streamlining of incident routing and management, increased productivity and efficiency, and a better customer experience.

ACM selected RightNow because it offers a complete package that includes multi-channel incident management, advanced knowledge base functionality, and native voice applications. RightNow's on demand delivery model, which eliminates significant infrastructure and ownership costs, was another major factor in ACM's decision.

RightNow will streamline and automate ACM's communication with customers via phone, email and the web. RightNow Voice will integrate with ACM's telephony infrastructure to provide intelligent, IVR-based call routing and "screen pops."

ACM's RightNow knowledge base will support web self-service and provide contact center agents with at-their-fingertips access to standardized answers and process guidelines.

RightNow will also provide ACM with complete visibility into all contact center activity across all channels. This visibility is critical for gaining insight into customer concerns and managing agent productivity.

"The completeness and adaptability of RightNow's contact center solutions make them ideal for enhancing ACM's customer-facing communications facilities," Jenna Draxten, project manager at ACM, said. "After thoroughly evaluating competing vendors' offerings, we concluded RightNow was the best partner for both our present and future contact center technology needs."

RightNow is the only full-suite CRM vendor to offer its own native voice applications.

"Contact centers can achieve substantially greater quality, efficiency and personalization when they manage customer interactions in a common manner and use a single knowledge base across their voice and online channels," Peter Dunning, RightNow's president of field operations, said. "By fully leveraging RightNow's unique multi-channel capabilities, ACM is enhancing its contact center capabilities to enable it to maintain the highest standards of customer service while removing time, cost and error from a wide range of business processes."

About ACM

Ancillary Care Management empowers payers to improve the management of ancillary services through technology-enabled solutions that enhance the quality, speed, and cost effectiveness of care. ACM markets a complete solution that links participants in the complex ancillary benefits environment through a revolutionary suite of Web-based tools, accessible to customers through www.ACMcentral.com(TM). It is a flexible, proven Web-based system that delivers significant cost savings, receives superior client satisfaction ratings, and is managed by an experienced healthcare team. Additional information about ACM is available at www.ACMcentral.com.

About RightNow Technologies

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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