RightNow, a figure 8

What’s up RightNow? Why, version 8, which will be introduced next Monday.

RightNow version 8 is the latest version of RightNow Technologies’ CRM suite. Along with a newly architected interface, RightNow version 8 includes three vertical industry applications – one for the business-to-business relations, one for business-to-consumer, and one for the public sector.

The suite will be introduced next Monday in conjunction with the company’s eighth annual user conference and the Gartner’s 2006 Customer Relationship Management Summit. RightNow 8 will be available to the general public in December 2006. The program represents an investment of US $25 million and two years.

According to a story in the e-commerce times online version, RightNow CEO / founder Greg Gianforte sees the program as one giant leap for his firm: "We have moved away from browser-based AJAX technology to smart client technology. This is the platform on which we will take RightNow to the next level of development." The appeal to verticals in the product will “provide the groundwork for additional industry sector applications that will be introduced throughout 2007.”

Added features touted in the product include the Customer Experience Designer, a combination of modular workflow engine and graphic design tool; RightNow Feedback, a feedback application; RightNow analytics functions, which include a report design center and trend measurement; and Workspace Designer, a layout design feature for user customization.

Founded in 1997, RightNow Technologies itself is billed as the firm “leading the industry beyond CRM to high-impact customer experience management solutions.” RightNow boasts a clientele of more than 1,500 companies around the world, including Alaska Air, Andrews Federal Credit Union, Banknorth Group, Bell Microproducts, Briggs Corporation, Cendant, Centers for Medicare and Medicaid, Dow Chemical, Dun & Bradstreet, Friend Communications, Germany Pioneer, International Rectifier, Kodak, Merry Maids, Paddy Power, Sketchers, The Right Start, Thomas Cook, Victoria International, and Victoria University of New Zealand.