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© 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE RightNow Product Roadmap September 2007.

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Presentation on theme: "© 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE RightNow Product Roadmap September 2007."— Presentation transcript:

1 © 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE RightNow Product Roadmap September 2007

2 CONFIDENTIAL - SUBJECT TO CHANGE Agenda Building on your investment Customer trends RightNows approach to CRM RightNow version 8 overview Whats new in 8.2 Whats coming in RightNow November 07 Q&A

3 CONFIDENTIAL - SUBJECT TO CHANGE Self - Service AgentAssistedService Multi - Channel Service DriveDemand Simple Escalation & Consistent Answers Customer Choice Proactive Engagement Cost Savings Customer Satisfaction Profit Center DriveSales Value Innovation Building on Your Investment

4 CONFIDENTIAL - SUBJECT TO CHANGE Now on Quarterly releases w/ Service Packs Receive feedback earlier Deliver new features faster Reduce risk Increased predictability Supported for 24 months Q Releases Q Dev & Feature Test System Test 2008 Q Q Q4 New Agile Product Process Building on Your Investment: 2007

5 CONFIDENTIAL - SUBJECT TO CHANGE 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 with RightNow Connect Integration Framework Developer Toolkit Developer Community Interactive Data Dictionary Building on Your Investment: 2007

6 CONFIDENTIAL - SUBJECT TO CHANGE 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 Building on Your Investment: 2007

7 CONFIDENTIAL - SUBJECT TO CHANGE 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 best practices Building on Your Investment: 2007 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

8 CONFIDENTIAL - SUBJECT TO CHANGE 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 best practices Building on Your Investment: 2007 November 2007 Knowledge Everywhere Knowledge syndication widget Improved end user experience Global reach with 33 languages Expanded platform and OS support

9 CONFIDENTIAL - SUBJECT TO CHANGE 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

10 CONFIDENTIAL - SUBJECT TO CHANGE RightNow Approach to CRM Customer RightNow CRM Approach Marketing in support of proactive communications Services across all channels Sales in support of inbound and outbound selling Sales Rep Typical CRM Approach VP of Service VP Marketing 50% want the ability to chat with a customer service representative 36% find it most gratifying when 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

11 CONFIDENTIAL - SUBJECT TO CHANGE 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

12 © 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE RightNow – Q3 2007

13 CONFIDENTIAL - SUBJECT TO CHANGE 8.2 August 2007 Release Whats new… Sitemap Protocol Support Live (Chat) Enhancements CAN-SPAM Best Practices Personalized Voice Routing Usability Enhancements Analytics Feedback

14 CONFIDENTIAL - SUBJECT TO CHANGE 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 Googles (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

15 CONFIDENTIAL - SUBJECT TO CHANGE 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)

16 CONFIDENTIAL - SUBJECT TO CHANGE 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

17 CONFIDENTIAL - SUBJECT TO CHANGE 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

18 CONFIDENTIAL - SUBJECT TO CHANGE Chat Client now able to recover from disconnects (internet service issues, dialup, etc) Ability to print the chat dialog Client is now HTML – no Java RightNow Live Screens

19 CONFIDENTIAL - SUBJECT TO CHANGE Ability to track end user activity prior to chat within the chat interface Visibility to Incident History through the Chat pane. Toasts used to alert logged in users of incoming chats Add additional information via Workspace editor Color changes to help agent manage multiple chat sessions RightNow Live Screens

20 CONFIDENTIAL - SUBJECT TO CHANGE New Reports for Chat built into the Chat interface Ability for Supervisors to drill into and open active sessions through the reports component Ability to open the chat in Monitor mode RightNow Live Screens

21 CONFIDENTIAL - SUBJECT TO CHANGE Marketing Enhancements Built in CAN-SPAM best practices for campaigns Automatically tests messages for the physical address in the content, a working unsubscribe mechanism, and the customers opt-out preferences Provides a visual checklist of other CAN-SPAM compliance practices that should be evaluated prior to initiating the campaign

22 CONFIDENTIAL - SUBJECT TO CHANGE 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

23 CONFIDENTIAL - SUBJECT TO CHANGE 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

24 CONFIDENTIAL - SUBJECT TO CHANGE Visual Exceptions in Reports

25 CONFIDENTIAL - SUBJECT TO CHANGE 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

26 © 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE RightNow– Q4 2007

27 CONFIDENTIAL - SUBJECT TO CHANGE Q4 (November 07) Release - Whats 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

28 CONFIDENTIAL - SUBJECT TO CHANGE 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 Example: RightNow November 07

29 CONFIDENTIAL - SUBJECT TO CHANGE End User Page Redesign - Home Updated look and feel for our out-of-the-box end-user pages

30 CONFIDENTIAL - SUBJECT TO CHANGE End User Page Redesign - Home Updated look and feel for our out-of-the-box end-user pages

31 CONFIDENTIAL - SUBJECT TO CHANGE End User Page Redesign - Answers

32 CONFIDENTIAL - SUBJECT TO CHANGE 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 partners 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

33 CONFIDENTIAL - SUBJECT TO CHANGE Knowledge Syndication Widget Example Screen Shot

34 CONFIDENTIAL - SUBJECT TO CHANGE Analytics Usability Enhancements In-line editing of reports for improved productivity

35 CONFIDENTIAL - SUBJECT TO CHANGE Feedback Usability Improvements Feedback Ability to double-click on page thumbnail in designer to view questions on page Ability to proof a web survey

36 CONFIDENTIAL - SUBJECT TO CHANGE Ability to Preview workspace Set profile access for a workspace area as read-only Workspace Designer Usability Enhancements

37 CONFIDENTIAL - SUBJECT TO CHANGE 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)

38 CONFIDENTIAL - SUBJECT TO CHANGE Additional Languages 12 additional languages will be added in the Q4 -07 release for a total of 33 supported languages and dialects 1.Russian 2.Hungarian 3.Lithuanian 4.Estonian 5.Latvian 6.Greek 7.Romanian 8.Bulgarian 9.Ukrainian 10. Slovenian 11. Croatian 12. Serbian

39 CONFIDENTIAL - SUBJECT TO CHANGE Analytics Usability Enhancements Additional chart types Funnel, pyramid, donut chart types now available

40 CONFIDENTIAL - SUBJECT TO CHANGE Analytics Usability Enhancements In-line gauges for progress indication Circular, progress bar, linear gauges with more granularity

41 CONFIDENTIAL - SUBJECT TO CHANGE Analytics Usability Enhancements 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

42 CONFIDENTIAL - SUBJECT TO CHANGE Microsoft Windows Vista OS Support Vista shops now can tap the power of the RightNow OnDemand desktop Constant productivity whether online or offline Ease of thin client deployment Rich customizable user experience – drag and drop contextual toolbars and menus

43 © 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE Thank you!

44 © 2006 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE RightNow 8.1 – Q2 2007

45 CONFIDENTIAL - SUBJECT TO CHANGE RightNow 8.1 TM 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

46 CONFIDENTIAL - SUBJECT TO CHANGE RightNow 8.1 Whats new… RightNow Connect Data, business process, desktop, packaged application, and communication integration Genesys Partnership Announcement Foreign Language Support Interactive Real-time Data Dictionary

47 CONFIDENTIAL - SUBJECT TO CHANGE 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

48 CONFIDENTIAL - SUBJECT TO CHANGE RightNow Connect TM 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

49 CONFIDENTIAL - SUBJECT TO CHANGE RightNow Connect TM Overview

50 CONFIDENTIAL - SUBJECT TO CHANGE RightNow Connect Use Case Examples Desktop Integration: An agent handling an inbound call needs to have access to the customers order information to see which products were purchased. They are able to view this within RightNow on an embedded tab that displays that customers 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.

51 CONFIDENTIAL - SUBJECT TO CHANGE 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

52 CONFIDENTIAL - SUBJECT TO CHANGE

53 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

54 CONFIDENTIAL - SUBJECT TO CHANGE 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.

55 CONFIDENTIAL - SUBJECT TO CHANGE Interactive Real-time Data Dictionary Dynamically generated view of RightNows 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.


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