Virtuos and RightNow Technologies to lead the CRM space with OnDemand 2.0 approach.
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April 21st, 2008, New Delhi: Virtuos and RightNow Technologies Inc. announces a partnership to pursue integrated, service centric CRM Solutions using OnDemand 2.0 technologies.
Virtuos, India's fastest growing CRM Specialist and RightNow,
the leading provider of on demand customer relationship management (CRM) solutions, using Smartclient technology offering rich web based applications today announced a major breakthrough by announcing the launch of OnDemand 2.0.
"Virtuos and RightNow Technologies will work with select Industry Verticals by offering comprehensive CRM Solutions on Demand. While Kana offers E-Service Solutions through On-Premise, and Right Now offers Sales, Service and Marketing Campaign Solutions through On-Demand Models. Both RightNow and Kana solutions offer complete spectrum of End-to-End Solutions says "Venky Vijay Principal Consultant at Virtuos Solutions. both are uniquely different and are aimed at different industry verticals and in the fastest growing On-Demand Market, Virtuos sees a lot of potential for RightNow offerings.
We have over US$ 1 Million Business plan on RightNow Technologies in the next 6 to 9 months says Shalini-Vice President Customer Centricity at Virtuos Solutions.
RightNow unlike other vendors releases almost every new version in 3 months offering the most contemporary technologies. The latest February 2008 Edition comprises of the following enhancements.
New Contextual Workspace
RightNow has enhanced the agent desktop with a new workspace that helps organizations immediately engage customers with relevant, personalized service. Using information from and about the customer and knowing what actions the agent must take, RightNow tailors content and functionality on the agent's desktop to address the issue at hand. Certain fields and tabs will be dynamically displayed or hidden in the workspace based on the context of the interaction. For example, if a customer calls to return a product, the agent's desktop - which can be integrated with a return merchandise authorization (RMA) system - will automatically present the data and steps to enable a return. Or, if a customer is calling to register a product, the agent's desktop instantly displays a product registration screen.
"Within the RightNow solution, contact center agents can use a drag-and-drop layout designer to easily configure their desktop workspace to meet individual needs," said David Vap, vice president of products at RightNow. "Our new contextual workspace takes this a step further to allow organizations to configure the agent workspace to dynamically change to meet the needs of each customer inquiry. Contact center agents who are armed with the right tools and knowledge at the right time are able to provide fast, accurate and personalized service and the very best possible customer experience."
To empower companies to exceed customer expectations, organizations must understand those expectations and be prepared to address them quickly. In this latest release, RightNow has added topic monitoring capabilities, which help organizations capture and measure customer feedback, by automating the review of feedback from customers.
Analyzing customer feedback delivered through numerical rankings or multiple choice answers are helpful, but customer "write-in" comments usually provide the most valuable information. Analyzing this information is more difficult and time consuming and typically requires a great deal of manual processing. RightNow's new topic monitoring feature gives organizations the ability to automatically measure customer sentiment by grouping or clustering common topics within the unstructured text responses. For example, after a new product is launched, RightNow's customer satisfaction survey software can send a feedback survey to customers. As surveys are returned, a word such as "defective" can be automatically identified when it appears in multiple responses. The information can then be routed to appropriate staff for immediate follow-up.
In August of 2007, RightNow announced the addition of emotion detection features that gauge customers' opinions by applying an emotional rating to text-based customer communications. Coupled with RightNow's new topic monitoring capabilities, organizations can now be confident they understand customer sentiment and have the information needed to deliver better customer experiences.
Customers agree, RightNow helps companies understand customer sentiment and deliver exceptional experiences
"With RightNow we are able to deliver customer sentiment in real time to our key decision makers."
Chuck Udzinski, Black & Decker manager of end user services Black & Decker® is a global manufacturer of power tools and accessories, hardware and home improvement products, and technology-based fastening systems
"RightNow has enabled us to achieve stunning quality and efficiency across our web, email, and phone support channels. That quality and efficiency help us keep customers loyal and happy, while also enabling us to keep costs low and provide our developers with rich insight into current customer concerns." Brent Wilkinson, Ubisoft's director of customer support for North America
Ubisoft is a leading producer, publisher and distributor of interactive entertainment products worldwide
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
About Virtuos Solutions:
Virtuos is a new generation Company turning a new leaf in the internet, redefining Customer Experience and Customer Relationships on Demand.
Founded by the Virtuoso Teams
the Company delivers information-driven business
solutions to achieve its customers'
strategic objectives. At Virtuos,
we help our customers innovate their
businesses to achieve extra ordinary results from
their very own customer relationships, business
operations and technology investments.
As a trusted advisor
to our customers, Virtuos partners
with the very best to plan and execute
a cutting edge solution to the growing organizations by blending our know-how of
the business of technology and our
thought leadership in delivering high
impact performance. Virtuos has a broad range of
marketing and technology capabilities
led by experienced Virtuoso professionals drawn from the diverse domains. Our Virtuoso Teams attempt to surprise
customers by stretching their expectation and
appeal to the sophisticated.
Thus our approach is different from other
consultancies since we assume different kinds
of roles, and use different management tools,
than do leaders of traditional teams. This
way it allows us to create the right teams based on our customer's
unique needs. In other words, our customers will
always get the best professionals devoted
throughout our engagements to drive tangible
returns on their portfolio of marketing and
technology investments.
Virtuos picks up only quality engagements for very few elite customers who can appreciate the richness of an aggrandized proposition that our Virtuoso teams cherish to offer. Through our Customer-on-Demand Innovation (CODI), we help our customers serve their customers, and build enduring relationships. Download the white paper on CustomerOnDemand 
Virtuoso Teams have demonstrated their commitment and understanding of cutting edge technologies by executing some of the major projects for the customers in various verticals.
Customers-by-industry
Virtuos
has highly influential consultants, Business Architects and Industry Veterans as part of its Core Team to advise its customers
on prolific technology adaptation, business
strategy, Outsourcing (KPO) and ePlatforming & digital interactive solutions.
Virtuos consulted Companies remain Virtuoso, and we always strive to achieve this key differentiation. Learn more.
