Customer service ASP RightNow Technologies has updated its software suite, adding 200 features and interface changes, along with an outbound e-mail service and marketing module.
The update is intended to help the company build out a complete features set for customer-service and direct-marketing communication.
RightNow brings to the customer-service market the hosted-software model that has been gaining ground in other sectors of the business-applications market, most notably among midmarket CRM customers.
RightNow sells both hosted and client/server versions of its application, but since it offers free hosting of its software, more than 90% of its clients choose to go the hosted route. Hosting its own software is a cost-saver, said chief executivve officer Greg Gianforte. Even by charging maintenance fees, RightNow would spend more supporting its application on its customers' hardware than it does by running its software in its own data centres.
RightNow 6's updates include expanded search capabilities, more advanced service-level agreement compliance features, boosted analytics tools and scores of new prepackaged reports.
RightNow is simultaneously releasing RightNow Outbound, a module which allows data from RightNow's core application and other systems to be used for service alerts and marketing campaigns.
Pricing for RightNow Outbound is based on the number of e-mail messages sent through the system, and starts at $12,500 for a two-year contract. The cost of RightNow 6 varies by configuration, but a basic two-year contract starts around $40,000
Stacey Cowley writes for IDG News Service