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RightNow Announces Voice-Enabled CRM

June 27, 2005

On-demand CRM provider RightNow Technologies today announced the acquisition completion of voice automation company Convergent Voice, Inc., a strategy to position RightNow as the only CRM solutions provider with pre-packaged voice applications. 

 

Today’s acquisition completion announcement signals the launch of RightNow’s voice-enabled CRM initiative, RightNow Voice, which offers a natural-language search capability to integrate with a common CRM platform. The on-demand delivery, according to RightNow Vice President of Voice Solutions Joseph G. Brown, aims to remove barriers to voice/speech adoption, with the choice of a packaged or hosted solution, rapid deployment, usage-based license terms and a managed services model. (RightNow today also announced its hiring of aforementioned Joseph Brown as vice president of Voice Solutions — he is the former CEO and general manager of Edify Corporation.)

 

On-demand, of course, can replace on-premise IVRs, and RightNow Voice leverages open standards. RightNow proffers its integrated, pre-built applications to leverage the voice channel across service, sales and marketing. The complete front-end/back-end solution can handle all customer contacts, regardless of channel, from beginning to end in the same system. RightNow Service is available now (as phase 1), while RightNow Sales and RightNow Marketing will become available in the near future (as phase 2). 

 

The company this morning announced the availability of eight modules, including the integrating following: voice interface to knowledge base (customer self-service); voice incident-management system; voice interface to locator; advanced call routing; status applications (order, rebate, repair); password reset; and survey — all with 24x7x365 customer care.

 

Presently, select RightNow clients are already in full production with these modules. Drugstore.com is a client, as is "a major cellular company." RightNow currently targets the midmarket, but the company is beginning to branch out and aim for the enterprise, according to Brown.

 

RightNow acquired Convergent Voice’s intellectual property, its core development team, accounts receivable and contract rights. Terms of the acquisition (RightNow’s first) were not disclosed. RightNow has partnered with Convergent Voice since 2002.

 

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