Oct. 27, 2009 (Business Wire) -- Today RightNow (NASDAQ: RNOW) announced RightNow November ’09, the first release of its customer experience suite RightNow CX.

Designed to build loyalty and drive revenue through superior customer experiences across web, social and contact center touch points, RightNow CX includes:

• The RightNow Web Experience which seamlessly integrates into an existing web infrastructure for a fully branded online customer experience that can easily transition from web self-service to online agent or telephone assistance.
• The RightNow Social Experience that taps into social networking to promote brands, facilitate communities, address customer concerns and drive revenue.
• The RightNow Contact Center Experience to deliver superior multi-channel customer experiences via phone, mobile, e-mail, online chat and voice self service.
• RightNow Engage to reveal deep customer insights and enable proactive, relevant customer communications.
• The RightNow CX Platform includes a set of foundational elements that infuse knowledge across the entire suite and provide the integration and mission-critical SaaS required to deliver a superior customer experience.

RightNow November ’09 Adds Support for ‘Social’ Customer Experiences

Part of RightNow CX, the RightNow Social Experience combines technology acquired from HiveLive with RightNow Cloud Monitor and RightNow’s long-time consumer focus, to deliver the market’s first social customer experience suite.

“Organizations today must engage with customers through corporate sponsored communities and take advantage of the power of the social web rather than be at its mercy. With the RightNow Social Experience, a key component of RightNow CX, organizations can tap into the social web and draw on the most passionate customers and make the most of their collective wisdom and enthusiasm.”

David Vap, chief solution officer

RightNow

Available with RightNow November ’09, the RightNow Social Experience includes:

RightNow Support Community to enable peer-to-peer support through discussion forums, question and answer pairing and resource libraries. In the RightNow Support Community an organization or customer can answer a question once, for the benefit of the entire community; organizations can also identify product or service issues before they become support issues.