2Agenda Building on your investment Customer trends RightNow’s approach to CRMRightNow version 8 overviewWhat’s new in 8.2What’s coming in RightNow November 07Q&A
3Multi -Channel Service Building on Your InvestmentDriveSalesProfitCenterDriveDemandMulti -Channel ServiceProactiveEngagementAgentAssistedServiceCustomerChoiceValueSelf -ServiceInnovationSimpleEscalation &ConsistentAnswersTransition: So, lets start with looking at the history of our offering and the value it has brought to our customers-entering a relationship-mutually aligned interestsSelf Service – cost savings, customer enablementAgent Assisted Service – sometimes SS won’t do it, escalation to from SS, customer choice, consistent answers from a single KBMulti-Channel service – there are many more channels than just the web and . Voice still constitutes 60+ percent of interactions, chat, skype, smsDrive Demand – customer communications for proactive service, special offers, analytics across channels, single conversationDrive Sales – the idea of turning a support organization into a profit center, create opportunitiesCost SavingsCustomerSatisfaction3
4New Agile Product Process Building on Your Investment: 2007New AgileProductProcessNow on Quarterly releases w/ Service PacksReceive feedback earlierDeliver new features fasterReduce riskIncreased predictabilitySupported for 24 monthsDev &Feature TestQ Releases8.1Transition: Now, lets talk about 2007 specifically and what RightNow has brought to market, but before we look at the specific releases, there I want to make sure everyone is aware of our new Product ProcessAlthough the release of 8.0 was a major milestone for RightNow and customers feedback has been solid, one item that the customer base brought up with us was that they wanted to see more smaller releases rather than major ones.We took this to heart and put our Product Management and Development teams together at the end of 2006 to make our product process overall more agile.Key pointsQuarterly release process: every Feb, May, Aug, Nov you will see a release from usService packs: applied automatically with no upgrade requiredWill be announcing a 24 month product support lifecyclewill increase our ability to provide service due to fewer supported versionsWill increase our ability to add more to the product8.18.2System Test126.96.36.199008 Q12008 Q22008 Q32008 Q44
5Building on Your Investment: 2007 Feb (8.0) 2007May (8.1) 2007Next Generation Enterprise DesktopProductive agent workspaceUser configurable viewsPowerful end user analyticsVertical solutionsEnterprise Integration FrameworkExpanded integration options withRightNow ConnectIntegration FrameworkDeveloper ToolkitDeveloper CommunityInteractive Data Dictionary2007 started with a bang became generally available and is the platform that is allowing for accelerating functionality into the marketplaceThe primary idea behind 8.0 was that the person using the application inside your organizations walls needed an On Demand platform that was more productive than what a web browser allows for.After extensive evaluation, the new technology platform for our OnDemand Desktop was chosen and we re-immplemented our core desktop capabilities in this environmentThe resultsHighly productive environment. All the usability of a heavy client, with the deployment flexibility of the browser. Initial feedback is outstandingConfigurability – ability to easily configure views for your different users, showing only the content and capabilities that they need. Further improving usability and ease of trainingPhenominally powerful analytics tool, allowing end users limitless possibilities when looking at the data in the system, all without a programmer involvedVertial editions aggregating best practices across industries, improving our already strong time to implementation valueMany, many other additional features.5
6Building on Your Investment: 2007 Feb 2007May (8.1) 2007Next Generation Agent DesktopProductive agent workspaceUser configurable viewsPowerful end user analyticsVertical solutionsEnterprise Integration FrameworkExpanded integration options with RightNow ConnectIntegration FrameworkDeveloper ToolkitDeveloper CommunityInteractive Data DictionaryTransitionOpen standards-based SOA architecture6
7Building on Your Investment: 2007 August (8.2) 2007November 2007Broadest and Deepest Multi-Channel Contact Center SupportExtending knowledge across the webChat for the enterpriseVoice routing based on customer infoAutomatic insight from feedbackbest practicesNext-Generation Web Self-Service ExperienceWeb 2.0 self service experienceDistribute KB answers throughout websiteGlobal customer experience with 33 languagesExpanded platform and OS support7
8Building on Your Investment: 2007 August (8.2) 2007November 2007Broadest and Deepest Multi-Channel Contact Center SupportExtending knowledge across the webChat for the enterpriseVoice routing based on customer infoAutomatic insight from feedbackbest practices“Knowledge Everywhere”Knowledge syndication widgetImproved end user experienceGlobal reach with 33 languagesExpanded platform and OS support8
9Trends we are seeing Offering multi-channel choice Move from web self-service to seamless multi-channel serviceNew channels gaining adoption – chat, voice self-service, forumsUsing contact center as launching point for selling opportunitiesDo Not CallCAN-SPAM regulationsGrowth of sales/marketing responsibilities within contact centerQuotasLeveraging service conversation to cross-sell/upsellContinued growth in use of remote agentsHome-based growingPeak time expansionSpecific skills/domain expertise/desirable cost structureStarting to augment traditional agents with domain expertsProvide targeted expertise to resolve issue or deliver high value customer experienceGrowth in community interactions/influenceForums, IM, blogs, and social networking sitesTrends we’re seeing across all customers….9
10RightNow Approach to CRM Sales RepTypical CRM ApproachVP of ServiceVP Marketing80% of consumers will never go back to a company after a negative experience50% want the ability to ‘chat’ with a customer service representative36% find it most gratifying when messages are answered quickly when contacting an organization46% find it most gratifying to quickly and easily find the information they need onlineCustomerRightNow CRM ApproachMarketing in supportof proactive communicationsServices across all channelsSales in supportof inbound and outbound sellingTransition: In conjunction with what trends we are seeing, it is important for everyone to understand our view on CRM. It is distinct from many other vendors in the market and it colors everything we do at RightNow10
11Our Four Core Product Strategies eService leadership:Maintain leadership through continuous investment and innovation2. Multi-channel contact center:Comprehensive solution for the contact centerAddress all channels used by the customer3. Consumer Centric CRM:Consumer empowerment and personalizationProactive engagement4. RightNow technology ecosystem:Simple environment for enhancing RightNow CRM with additional capabilitiesEasy access to development environment for integration and testing11
138.2 August 2007 Release What’s new… Sitemap Protocol Support Live (Chat) EnhancementsCAN-SPAM Best PracticesPersonalized Voice RoutingUsability EnhancementsAnalyticsFeedback
14Sitemap Protocol Support 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.What are Sitemaps?EMPHASISE THAT IF YOU’VE EVER HAD THE JOB OF OMPTIMIZING YOUR WEB SITE YOU KNOW HOW HARD THIS IS!Sitemaps are an easy way for webmasters to inform search engines about pages on their sites that are available for crawling. In its simplest form, a Sitemap is an XML file that lists URLs for a site along with additional metadata about each URL (when it was last updated, how often it usually changes, and how important it is, relative to other URLs in the site) so that search engines can more intelligently crawl the site.Web crawlers usually discover pages from links within the site and from other sites. Sitemaps supplement this data to allow crawlers that support Sitemaps to pick up all URLs in the Sitemap and learn about those URLs using the associated metadata. Using the Sitemap protocol does not guarantee that web pages are included in search engines, but provides hints for web crawlers to do a better job of crawling your site.Sitemap 0.90 is offered under the terms of the Attribution-ShareAlike Creative Commons License and has wide adoption, including support from Google, Yahoo!, and Microsoft.
15RightNow Live (Chat) Chat Benefits Drives self-service adoption by delivering superior online customer experiences that:Provide agents opportunities to drive customers towards self-service channelsHelps build customer confidence in effectiveness and value of online channelFacilitates proactive customer engagement, which increases loyaltyHelps drive online revenues by enabling successful transactions
16RightNow Live (Chat) Enhancements Improved scalability and customer experienceIncreased scalability of simultaneous chat sessionsCallers are automatically reconnected with agent if chat session is dropped (dial-ups)Additional trending analysis capabilitiesBusiness users can see trend analysis on key interaction metrics - # of chat sessions, avg. wait time, avg. duration by agent/group of agentsFull integration into the RightNow OnDemand DesktopWith Smart Assistant™, agents see suggested answers based upon chat content with a single keystrokeAgents can send a standard response with a single keystroke - for speed and consistencyAgents can append chat history to existing incidentAgents can store chat history for a contact without creating an incidentAgents can create an opportunity within a chat sessionAgents can see the next chat session information automatically displayed in a tab with flashing indicator – “Push” capability
17RightNow Live Screens Integrated “On demand Desktop” chat controls Agents can now create incidents during a chat sessionAgents can now append incidents during a chat sessionAbility for the agent to elect for wrap-up time after a chatOne click “opportunity” generation process for the agentAll chat sessions are recorded in the DB – regardless if an incident is created.
18Client is now HTML – no Java Ability to print the chat dialog RightNow Live ScreensClient is now HTML – no JavaChat Client now able to recover from disconnects (internet service issues, dialup, etc)Ability to print the chat dialog
19RightNow Live ScreensColor changes to help agent manage multiple chat sessionsAdd additional information via Workspace editorAbility to track end user activity prior to chat within the chat interfaceVisibility to Incident History through the Chat pane.Toasts used to alert logged in users of incoming chats
20RightNow Live ScreensNew Reports for Chat built into the Chat interfaceAbility to open the chat in Monitor modeAbility for Supervisors to drill into and open active sessions through the reports component
21Marketing Enhancements Built in CAN-SPAM best practices for campaignsAutomatically tests messages for the physical address in the content, a working unsubscribe mechanism, and the customer’s opt-out preferencesProvides a visual checklist of other CAN-SPAM compliance practices that should be evaluated prior to initiating the campaignEnhanced Outbound Customer Communication experience: RightNow 8.2 provides built-in CAN-SPAM best practices checks to help ensure that when organizations proactively reach out to their customers they are doing so in a manner that is inline with customer desires and within regulatory requirements.This is an informative capability and does not stop you from sending the campaign if you do not have a “pass” on all best practices.
22Voice EnhancementsPersonalized 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 customersA 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 experienceA person who last purchase was a particular product could be presented with a voice menu with a cross-sell offerWe do a lookup on contact record based upon the ANI for that inbound call.If match is found, we can pull back all contact profile info (such as customer class, name, etc.) and then alter the voice call flow based upon that info.
23Analytics Usability Enhancements Shared best practices reportsBusiness users can create and save public reportsVisually highlighted exceptions in reportsCustom images are displayed next to cells in reports to indicate they are above or below pre-determined thresholds.Customizable number of rows on report displayBusiness users can define the number of items they want to display on each report pageSaved filter defaultsRightNow user can save the last filter they used and store it in their personal preferences.Profile access rights reportsAdmins 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 rightsCreate public reportsAssociated custom visual images with rows in a report that exceed/fall below a pre-defined threshold number.Can now have saved filter defaults at the user level. If I am rep that likes to work incidents from oldest to newest in a list, I can save this as my filter default and that view will appear every time I go into that screen. This is a huge time saver and productivity enhancer.Can now run reports to see all access rights assigned to each profile. Useful for admins who need to make access changes or for compliance/audit reporting.
24Visual Exceptions in Reports Lighthearted demonstration of Visual Exceptions in Reports in action. Threshold set for total open incidents in queue. Show happy face if below 5 and show unhappy face if about 30.
25Feedback Enhancements Best practice trend reportsIdentify improvement or decline trends in areas of interest such as customer satisfactionAggregate survey scoresText survey emotion detection ratingsEmotion detection on text survey answersDetermine the overall emotional sentiment for a particular text survey question.Gauging level of satisfaction with a newly launched productMonitoring post-call satisfaction trendNow have the ability to do best practice trend reporting on aggregated survey scores.We also now have the ability to do emotion detection on text survey responses using our patented Smartsense technology.Most traditional surveys force consumers/customers to place themselves into arbitrary buckets that are not natural – e.g. I am somewhat happy, very happy, etc. This is not very intuitive to humans. Frequently, the most powerful and insightful information is unstructured. Smartsense provides a mechanism for gaining insights from unstructured information embedded in surveys and permits you to take action upon it in real-time. You can create surveys with text response boxes and the have Smartsense assign a rating on a numeric scale to indicate whether that survey response is highly positive or highly negative based upon a customizable lexicon of terms.This can be coupled with trend reporting to be a very valuable tool for monitoring the overall sentiment of interactions over time if you do surveys after customer interactions…
27Q4 (November ’07) Release - What’s new…End User Page RedesignKnowledge Syndication WidgetUsability ImprovementsAnalyticsFeedback/MarketingWorkspace DesignerPlatform SupportVista OS Support for Agent Desktop12 Additional LanguagesRemote Deployment Support
28New Naming ConventionStarting 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
29End User Page Redesign - Home Updated look and feel for our out-of-the-box end-user pagesGiven that we’ve been in business for quite some period of time, new technologies have emerged to enable richer web page design and interfaces. We decided that it was time to redesign our consumer-facing web pages by leveraging some of the newer technologies available.The result of the redesign is pages that appear even more familiar to consumers since they resemble traditional web pages and also contain familiar web-based navigation paradigms such as paging through results.Customers can also deploy the “classic” look and feel or the new look and feel in the November ’07 release. It is a management and configuration option.
30End User Page Redesign - Home Updated look and feel for our out-of-the-box end-user pages
32Knowledge Syndication Widget Some typical use casesEmbed 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 pageKnowledge content dynamically segmented to display the answers that are appropriate to the web page contextDisplays standard support answers for a particular product ID or product categoryCan define additional answer categories appropriate to page purposeDefine answer categories like “FAQs”, “How Tos”, “System Requirements” and display answers appropriate for an e-commerce scenarioAnswer search parameters for the knowledge syndication widget:No search querySearch queryProduct and/or Category limitsSearch query with Product and/or Category limits
33Knowledge Syndication Widget Example Screen Shot Can easily change information within knowledgebase without any programming and have it automatically display on the web site after changes are made.Can display or hide the support search box to provide broader access to support content from this type of page.
34Analytics Usability Enhancements In-line editing of reports for improved productivityDon’t have to drill into the detail view of each item on list to edit it, save it, and return to the list. Big productivity enhancer in high volume call/work situations.
35Feedback Usability Improvements Ability to double-click on page thumbnail in designer to view questions on pageAbility to proof a web survey
36Workspace Designer Usability Enhancements Ability toPreview workspaceSet profile access for a workspace area as read-onlyPreview in Workspace Designer will enable designers to view the workspace in a dialog with actual data from their site (save will be disabled). This allows them to see how the workspace will behave (field visibility, read-only-ness, required-ness) in the new and edit modes for the current profile.1. New – clicking this button will invoke the preview dialog for the current profile in the new mode2. Edit – clicking this button will invoke the preview dialog for the current profile in the edit mode if the id/refno has been specified. If the id/refno has not been specified it will drop the edit split button menu allowing the user to enter the id/refno (see Figure 2 below).
37Platform and Remote Deployment Support On-premise platforms in addition to our SaaS offeringLinux glibc 2.4 / mySql / Apache 2.0 (SSL)Linux glibc 2.4 / Oracle 10g / Apache 2.0 (SSL)Win2K3 SP2 / SQL Server 2005 SP1 / IIS 6.0Win2K3 SP2 / Oracle 10g / IIS 6.0Microsoft Vista OS Desktop SupportNew MSI installer delivers a single package of all required RightNow installation filesUseful for remote or locked down OS permission installations (via network)
38Additional Languages12 additional languages will be added in the Q4 -07 release for a total of 33 supported languages and dialectsRussianHungarianLithuanianEstonianLatvianGreekRomanianBulgarianUkrainianSlovenianCroatianSerbian
39Analytics Usability Enhancements Additional chart typesFunnel, pyramid, donut chart types now availableScheduled excel reports also available in the November ‘07 release.
40Analytics Usability Enhancements In-line gauges for progress indicationCircular, progress bar, linear gauges with more granularityPrevious version of guages only showed course progress – 25%, 50%, 75%. Now we can show granular progress between each whole number – 1, 2, 3, etc.
41Analytics Usability Enhancements Additional best practice administration reportsAll scheduled reportsReports currently/currently not being utilized (in date range)Staff managementAccount permission access – permission access rights available to each accountPermission setting access – accounts/profiles that have access to a particular permission setting e.g. edit incidentAccount workspace access – which workspaces are being accessed by a specified accountWorkspace access – which accounts/profiles have access to a specified workspacesDisabled accountsLogged-in usersCustom fields – list of custom fields configured on the siteStandard responses – list of all standard responses
42Microsoft Windows Vista OS Support Vista shops now can tap the power of the RightNow OnDemand desktopConstant productivity whether online or offlineEase of thin client deploymentRich customizable user experience – drag and drop contextual toolbars and menus
45RightNow 8.1TM Designed to deliver superior customer experiences by … Providing instant access to accurate information regardless of the interaction channelEnabling a complete view of the customer from disparate corporate systems in an on-demand worldDelivering timely and cost-effective means of integrationSharing best practices through an open developer community
46RightNow 8.1 What’s new… RightNow Connect™ Data, business process, desktop, packaged application, and communication integrationGenesys Partnership AnnouncementForeign Language SupportInteractive Real-time Data Dictionary
47The 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 interactionCustomer information often resides in multiple systems making ease of access a constant challengeLarger enterprises have complex IT environments that require a comprehensive approach to integrationOn Demand applications should use standards-based approaches to integrating into the broader enterprise
48RightNow ConnectTM is The Answer RightNow Connect is a standards-based Services Oriented Architecture (SOA) framework enabling the key integrations performed by our clientsData Integration: Provides the ability to share and pass data between RightNow and other systems in either real-time or batch modeBusiness Process Integration: Provides the ability to integrate RightNow data or functionality into Business Process Management systemsDesktop Integration: Provides the ability to integrate RightNow OnDemand Desktop with other desktop applicationsPackaged Application Integration: Provides the ability to connect to other packaged applications by using custom or pre-built adaptersCommunications Adapters: Provides specialized and seamless connectivity for RightNow and prevalent call center technologies.Open Developer Community for sharing best practices
50RightNow 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.
51Genesys Partnership Announcement RightNow OnDemand Desktop now seamlessly integrated with Genesys as part of RightNow ConnectPre-built adapter for Genesys 7.5Call control toolbar in agent desktopScreen popsClick-to-dialAgent level CTI analyticsBenefitsImproved agent productivityReduced agent handle timesImproved caller experience
53RightNow 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 applicationsAllows quick and efficient response to changing customer and business needs utilizing an Services Oriented Architecture (SOA) approachAllows enterprises to take further advantage of SaaS time to value and reduced risk
54Foreign Language Support Global reach in delivering an excellent customer experienceWide breadth of language support with 21 native languages and dialects supported within the RightNow OnDemand desktop.
55Interactive Real-time Data Dictionary Dynamically generated view of RightNow’s data dictionaryProvides the ability for programmers and report writers to see the tables, columns, join relationships, and indexes in the RightNow schema.Available real-time.