RightNow Serves 110 Million Customer Service Interactions During Second Quarter 2004
Bozeman, MT (August 31, 2004) — RightNow® Technologies, (NASDAQ: RNOW), a leading provider of on demand CRM software solutions, today announced that organizations used its on demand CRM solutions to serve 110 million customer service interactions in the second quarter of 2004. This latest figure represents an eight percent increase from the first quarter 2004 and a 97 percent increase from the same quarter in 2003, underscoring the growing and successful implementation of RightNow’s multi channel customer service and support (CSS) solutions worldwide.
RightNow continues to provide reliable, scalable hosting services, with an average “up-time” rate greater than 99.9 percent. Approximately 85 percent of RightNow’s 1,000-plus customers have chosen the on demand version of its CSS solutions to improve customer service experience online and offline. RightNow offers its customers an on premise or on demand version of the solution, at no additional cost for hosting.
A customer service interaction is defined as a search for information in an online knowledge base, submission of questions via a web form or email, and/or interaction with a service agent through live chat or telephone. RightNow enables companies to effectively utilize the Internet to provide faster, higher quality service experience and significantly reduce operational costs by minimizing more expensive human-assisted service sessions.
“The rapid adoption of our solutions by our customers’ customers shows the impact our technology has had on improving customer service experience across 1,000-plus organizations,” Sean Forbes, vice president of marketing and business development at RightNow, said. “RightNow continues to set a new bar in the on demand CRM market by handling the very highest volumes of customer interactions with an unparalleled level of reliability and scalability.”
About RightNow Technologies
RightNow Technologies is a leading provider of on-demand software solutions designed to optimize customer service operations for businesses of all sizes. RightNow`s comprehensive customer service solution features a self-learning knowledgebase that is designed to seamlessly support multiple communications channels including web, interactive voice, email, chat, telephone and proactive outbound email communications. RightNow offers its solutions through a multi-tenant, hosted on-demand model to reduce the cost and risk associated with deploying traditional enterprise customer relationship management, or CRM, software. RightNow also provides business process optimization and product tune-ups throughout the lifecycle of its client relationships. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with offices in Europe and Asia. For further information visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995
All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management`s beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model, our past operating losses, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, our ability to expand, retain and motivate our employees and manage our growth, and our plans for new product releases. Further information on potential factors that could affect our financial results is included in our registration statement on Form S-1 and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
RightNow Technologies, Inc.
40 Enterprise Blvd.
P.O. Box 9300
Bozeman, MT 59718-9300
Phone: 1-406-522-4200
Fax: 1-406-522-4227
Toll Free: 1-877-363-5678
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