RightNow Product Roadmap

© 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE

RightNow Product Roadmap

September 2007

CONFIDENTIAL - SUBJECT TO CHANGE

Agenda

• Building on your investment• Customer trends• RightNow’s approach to CRM• RightNow version 8 overview • What’s new in 8.2• What’s coming in RightNow November 07• Q&A


Self -Self -ServiceService

AgentAgentAssistedAssistedServiceService

Multi -Multi -Channel Channel ServiceService

DriveDriveDemandDemand

Simple Escalation &ConsistentAnswers

CustomerChoice

ProactiveEngagement

Cost SavingsCustomer

Satisfaction

ProfitCenter

DriveDriveSalesSales

ValueInnovation

Building on Your Investment


• Now on Quarterly releases w/ Service Packs• Receive feedback earlier • Deliver new features faster • Reduce risk• Increased predictability

• Supported for 24 months

Q Releases8.18.2

8.3 2008 Q1

8.1

8.2

8.3

Dev &Feature Test

System Test

2008 Q2

2008 Q3 2008 Q4

New AgileProductProcess

Building on Your Investment: 2007


Feb (8.0) 2007

Next Generation Enterprise Desktop

• Productive agent workspace

• User configurable views• Powerful end user

analytics• Vertical solutions

May (8.1) 2007

Enterprise Integration Framework

• Expanded integration options withRightNow Connect

• Integration Framework• Developer Toolkit• Developer Community

• Interactive Data Dictionary



Feb 2007

Next Generation Agent Desktop

• Productive agent workspace

• User configurable views• Powerful end user

analytics• Vertical solutions

May (8.1) 2007

Enterprise Integration Framework

• Expanded integration options with RightNow Connect

• Integration Framework• Developer Toolkit• Developer Community

• Interactive Data Dictionary



August (8.2) 2007

Broadest and Deepest Multi-Channel Contact

Center Support

• Extending knowledge across the web

• Chat for the enterprise • Voice routing based on

customer info • Automatic insight from

feedback• Email best practices


November 2007

Next-Generation Web Self-Service Experience

• Web 2.0 self service experience

• Distribute KB answers throughout website

• Global customer experience with 33 languages

• Expanded platform and OS support


August (8.2) 2007

Broadest and Deepest Multi-Channel Contact

Center Support

• Extending knowledge across the web

• Chat for the enterprise • Voice routing based on

customer info • Automatic insight from

feedback• Email best practices


November 2007

“Knowledge Everywhere”

• Knowledge syndication widget

• Improved end user experience

• Global reach with 33 languages

• Expanded platform and OS support


• Offering multi-channel choice• Move from web self-service to seamless multi-channel service

• New channels gaining adoption – chat, voice self-service, forums

• Using contact center as launching point for selling opportunities• Do Not Call

• CAN-SPAM regulations

• Growth of sales/marketing responsibilities within contact center• Quotas

• Leveraging service conversation to cross-sell/upsell

• Continued growth in use of remote agents• Home-based growing

• Peak time expansion

• Specific skills/domain expertise/desirable cost structure

• Starting to augment traditional agents with domain experts• Provide targeted expertise to resolve issue or deliver high value customer

experience

• Growth in community interactions/influence• Forums, IM, blogs, and social networking sites

Trends we are seeing


RightNow Approach to CRM

Customer

RightNow CRM Approach

Marketing in supportof proactive communications

Services across all channels

Sales in supportof inbound and

outbound selling

Sales Rep

Typical CRM Approach

VP of Service VP Marketing50% want the ability to ‘chat’ with a customer service representative 36% find it most gratifying when email messages are answered quickly when contacting an organization 46% find it most gratifying to quickly and easily find the information they need online

80% of consumers will never go back to a company after a negative experience


Our Four Core Product Strategies

2. Multi-channel contact center: • Comprehensive solution for the contact center

• Address all channels used by the customer

1. eService leadership: • Maintain leadership through continuous investment and innovation

3. Consumer Centric CRM:• Consumer empowerment and personalization

• Proactive engagement

4. RightNow technology ecosystem:• Simple environment for enhancing RightNow CRM with additional capabilities

• Easy access to development environment for integration and testing


RightNow – Q3 2007


8.2 August 2007 Release

What’s new…

• Sitemap Protocol Support• Live (Chat) Enhancements• CAN-SPAM Best Practices• Personalized Voice Routing• Usability Enhancements

• Analytics• Feedback


• What are Sitemaps?• Sitemaps are an easy way for webmasters to inform search engines

such as Google about pages on their sites that are available for crawling.

• Sitemap Feature Description:• Facilitates Google’s (and other major search engines) spidering of

your public RightNow knowledgebase content.

• Benefits:• Allows you to control how search engine spiders visit and consume

your knowledgebase content.• Helps your content be more available in Google/Yahoo web

searches.

Sitemap Protocol Support


• Chat Benefits• Drives self-service adoption by delivering superior online customer

experiences that:– Provide agents opportunities to drive customers towards self-service channels– Helps build customer confidence in effectiveness and value of online channel

• Facilitates proactive customer engagement, which increases loyalty• Helps drive online revenues by enabling successful transactions

RightNow Live (Chat)


RightNow Live (Chat) Enhancements

• Improved scalability and customer experience• Increased scalability of simultaneous chat sessions

• Callers are automatically reconnected with agent if chat session is dropped (dial-ups)

• Additional trending analysis capabilities• Business users can see trend analysis on key interaction metrics - # of chat

sessions, avg. wait time, avg. duration by agent/group of agents

• Full integration into the RightNow OnDemand Desktop

• With Smart Assistant™, agents see suggested answers based upon chat content with a single keystroke

• Agents can send a standard response with a single keystroke - for speed and consistency

• Agents can append chat history to existing incident

• Agents can store chat history for a contact without creating an incident

• Agents can create an opportunity within a chat session

• Agents can see the next chat session information automatically displayed in a tab with flashing indicator – “Push” capability


One click “opportunity”

generation process for the

agent

Ability for the agent to elect for wrap-up time after a chat

Integrated “On demand Desktop” chat controls

Agents can now create incidents

during a chat session

All chat sessions are recorded in the DB – regardless if an incident is created.

Agents can now append incidents

during a chat session

RightNow Live Screens


Marketing Enhancements

• Built in CAN-SPAM best practices for email campaigns• Automatically tests email messages for the physical address in the

content, a working unsubscribe mechanism, and the customer’s opt-out preferences

• Provides a visual checklist of other CAN-SPAM compliance practices that should be evaluated prior to initiating the campaign


Voice Enhancements

• Personalized One-Number Routing driven by phone # (ANI) lookup of contact info: Enhances the customer experience by automatically and dynamically personalizing the voice call flow and questions based on information about the customer.

• Examples: • A “gold” class customer could be automatically routed to the

specialized agent queue for gold customers• A customer calls in and their last interaction with the company is a

closed support incident. The voice system asks them whether they would be willing to participate in a brief survey regarding that experience

• A person who last purchase was a particular product could be presented with a voice menu with a cross-sell offer


• Shared best practices reports • Business users can create and save public reports

• Visually highlighted exceptions in reports• Custom images are displayed next to cells in reports to indicate they

are above or below pre-determined thresholds.

• Customizable number of rows on report display • Business users can define the number of items they want to display on

each report page

• Saved filter defaults• RightNow user can save the last filter they used and store it in their

personal preferences.

• Profile access rights reports• Admins can create reports to display profile members and their access

to capabilities such as create incident and create survey. Easily find users that have access to a particular capability when changing access rights

Analytics Usability Enhancements


Visual Exceptions in Reports


Feedback Enhancements

• Best practice trend reports • Identify improvement or decline

trends in areas of interest such as customer satisfaction

– Aggregate survey scores

– Text survey emotion detection ratings

• Emotion detection on text survey answers

• Determine the overall emotional sentiment for a particular text survey question.

– Gauging level of satisfaction with a newly launched product

– Monitoring post-call satisfaction trend


RightNow– Q4 2007


Q4 (November ’07) Release -

What’s new…

• End User Page Redesign• Knowledge Syndication Widget• Usability Improvements

• Analytics• Feedback/Marketing• Workspace Designer

• Platform Support• Vista OS Support for Agent Desktop• 12 Additional Languages• Remote Deployment Support


New Naming Convention

• Starting with November ’07 Release, we are eliminating numerical release naming convention (e.g. 8.1, 8.2)

• Name releases as “RightNow <Month, Year>”

• Example: RightNow November ’07


End User Page Redesign - Home• Updated look and feel for our out-of-the-box end-user

pages


End User Page Redesign - Answers


Knowledge Syndication Widget

• Some typical use cases• Embed sales-related KB answers on an e-commerce product page

outside the support section of the web site (e.g. FAQs, How Tos, Sys Requirements)

• Embed support-related KB answers on a partner’s support page

• Knowledge content dynamically segmented to display the answers that are appropriate to the web page context• Displays standard support answers for a particular product ID or

product category• Can define additional answer categories appropriate to page

purpose– Define answer categories like “FAQs”, “How Tos”, “System

Requirements” and display answers appropriate for an e-commerce scenario


Knowledge Syndication Widget Example Screen Shot



• In-line editing of reports for improved productivity


Feedback Usability Improvements

• Feedback• Ability to double-click on page thumbnail in designer to view

questions on page• Ability to proof a web survey


• Ability to • Preview workspace• Set profile access for a workspace area as read-only

Workspace Designer Usability Enhancements


Platform and Remote Deployment Support

• On-premise platforms in addition to our SaaS offering• Linux glibc 2.4 / mySql 5. 0 / Apache 2.0 (SSL)• Linux glibc 2.4 / Oracle 10g / Apache 2.0 (SSL)• Win2K3 SP2 / SQL Server 2005 SP1 / IIS 6.0• Win2K3 SP2 / Oracle 10g / IIS 6.0

• Microsoft Vista OS Desktop Support

• New MSI installer delivers a single package of all required RightNow installation files• Useful for remote or locked down OS permission installations (via

network)


Additional Languages

12 additional languages will be added in the Q4 -07 release for a total of 33 supported languages and dialects

1. Russian2. Hungarian3. Lithuanian4. Estonian5. Latvian6. Greek7. Romanian8. Bulgarian9. Ukrainian10. Slovenian11. Croatian12. Serbian



• Additional chart types• Funnel, pyramid, donut chart types now available



• In-line gauges for progress indication• Circular, progress bar, linear gauges with more granularity



• Additional best practice administration reports• All scheduled reports• Reports currently/currently not being utilized (in date range)• Staff management

– Account permission access – permission access rights available to each account– Permission setting access – accounts/profiles that have access to a particular

permission setting e.g. edit incident– Account workspace access – which workspaces are being accessed by a specified

account– Workspace access – which accounts/profiles have access to a specified workspaces– Disabled accounts– Logged-in users – Custom fields – list of custom fields configured on the site– Standard responses – list of all standard responses


Thank you!


RightNow 8.1 – Q2 2007


RightNow 8.1TM

Designed to deliver superior customer experiences by …

• Providing instant access to accurate information regardless of the interaction channel

• Enabling a complete view of the customer from disparate corporate systems in an on-demand world

• Delivering timely and cost-effective means of integration

• Sharing best practices through an open developer community


RightNow 8.1

What’s new…

• RightNow Connect™

• Data, business process, desktop, packaged application, and communication integration

• Genesys Partnership Announcement

• Foreign Language Support

• Interactive Real-time Data Dictionary


The Integration Challenge

• In order to provide a positive customer experience, all information regarding a customer should be accessible to employees at the point of a customer interaction

• Customer information often resides in multiple systems making ease of access a constant challenge

• Larger enterprises have complex IT environments that require a comprehensive approach to integration

• On Demand applications should use standards-based approaches to integrating into the broader enterprise


RightNow ConnectTM is The Answer

RightNow Connect is a standards-based Services Oriented Architecture (SOA) framework enabling the key integrations performed by our clients

• Data Integration: Provides the ability to share and pass data between RightNow and other systems in either real-time or batch mode

• Business Process Integration: Provides the ability to integrate RightNow data or functionality into Business Process Management systems

• Desktop Integration: Provides the ability to integrate RightNow OnDemand Desktop with other desktop applications

• Packaged Application Integration: Provides the ability to connect to other packaged applications by using custom or pre-built adapters

• Communications Adapters: Provides specialized and seamless connectivity for RightNow and prevalent call center technologies.

• Open Developer Community for sharing best practices


RightNow ConnectTM Overview


RightNow Connect Use Case Examples• Desktop Integration: An agent handling an inbound call needs to have access to the

customer’s order information to see which products were purchased. They are able to

view this within RightNow on an embedded tab that displays that customer’s order

information in real time.

• Data Integration: The customer tells an agent that they want to update their shipping

address. Through the RightNow OnDemand Desktop, the agent updates this

information and RightNow Connect simultaneously updates the information in the order

system and the customer database.

• Business Process Integration: The company has adopted a BPM system to manage

the warranty claim process. When a claim is submitted, a contact center agent must

follow up with the customer to gather additional claim information to process the claim.

The BPM system uses RightNow Connect to create an incident to initiate the outbound

call.

• Packaged Application Integration: A RightNow business partner provides a pre-built

adapter for connecting RightNow OnDemand CRM to SAP for order initiation.

• Communications Integration: The agent accepts an incoming call and RightNow

Connect enables the customer record to be identified and automatically presented to

the agent. The agent also is able to accept the inbound call with a single click.


Genesys Partnership Announcement

• RightNow OnDemand Desktop now seamlessly integrated with Genesys as part of RightNow Connect

• Pre-built adapter for Genesys 7.5

– Call control toolbar in agent desktop

– Screen pops

– Click-to-dial

– Agent level CTI analytics

• Benefits

– Improved agent productivity

– Reduced agent handle times

– Improved caller experience


RightNow Connect Benefits

• Facilitates superior customer experiences by enabling access to relevant customer information and interaction history at the “moment of truth”

• Enables the development of seamless processes between RightNow and other enterprise applications

• Allows quick and efficient response to changing customer and business needs utilizing an Services Oriented Architecture (SOA) approach

• Allows enterprises to take further advantage of SaaS time to value and reduced risk


Foreign Language Support

Global reach in delivering an excellent customer experience

Wide breadth of language support with 21 native languages and dialects supported within the RightNow OnDemand desktop.


Interactive Real-time Data Dictionary

Dynamically generated view of RightNow’s data dictionary

Provides the ability for programmers and report writers to see the tables, columns, join relationships, and indexes in the RightNow schema.

Available real-time.

RightNow Product Roadmap

Documents

Transcript of RightNow Product Roadmap