RightNow Technologies Adds to August '09

Bozeman, Montana-based CRM vendor RightNow Technologies has announced August ’09, with new graphical desktop workflow capabilities and new analytics for Cloud Monitor, company officials say.

The graphical desktop workflow capability within the dynamic agent desktop "steps an agent through a business process and automates tasks behind the scenes," company officials explain, adding that this capability is supposed to help "extend the increases in agent productivity and decrease agent training costs associated with high agent turnover."

The dynamic agent desktop includes desktop workflow, new with RightNow August ’09, a graphical, business process designer to guide agents across work spaces and processes throughout a single customer interaction.

It also has drag and drop design functionality -- easier on the managers -- and can link multiple scripts and workflows together to help agents guide customers through complex customer interactions. Using it you can also keep automated tasks in the background, such as updating contacts and incidents.

George Sternecker, customer care systems manager, myFICO, notes that his company "maintains a presence on social networks like Twitter and YouTube (News - Alert)," and using RightNow Cloud Monitor they can watch the clouds to "proactively respond to posts related to our business.”

This spring TMC reported that RightNow unveiled new "defense-ready hosting capabilities" designed to support both the Department of Defense and other civilian government and intelligence agencies, according to company officials, who added that "two commands within the DoD have made the decision to move ahead" with this new offering.

“Our new secure hosting capabilities will help our DoD clients to tap into the cloud... The DoD requires a more intense level of security than most civilian agencies,” says Greg Gianforte (News - Alert), CEO and founder, RightNow, said at the time.

RightNow has been working government contracts for over ten years, and today counts clients in over 155 public sector clients, including nearly every US cabinet-level agency as well as the Army, Marines, Air Force, members of the Intelligence Community and DoD.