RightNow Product Roadmap
November 2007
Steve Bell
Product Marketing Manager
© 2006 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Agenda
•
•
•
•
•
Building on your investment
Core Product Strategies
What’s new in 8.2
What’s coming in RightNow November ’07
Q&A
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Building on Your Investment
Drive
Demand
Agent
Assisted
Service
Self Service
Cost Savings
Customer
Satisfaction
Simple
Escalation &
Consistent
Answers
Drive
Sales
Profit
Center
Multi Channel
Proactive
Service Engagement
Customer
Choice
Value
Innovation
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Building on Your Investment: 2007
• Now on Quarterly releases w/ Service Packs
•
•
•
•
Receive feedback earlier
Deliver new features faster
Reduce risk
Increased predictability
• Supported for 24 months
Q Releases
8.1
8.2
New Agile
Product
Process
Dev &
Feature Test
8.1
8.2
System Test
8.3
8.3
2008 Q1
2008 Q2
2008 Q3
2008 Q4
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Building on Your Investment: 2007
May (8.1)
2007
Feb (8.0)
2007
Next Generation
Enterprise Desktop
• Productive agent
workspace
• User configurable views
• Powerful end user
analytics
• Vertical solutions
Enterprise Integration
Framework
• Expanded integration
options with
RightNow Connect
• Integration Framework
• Developer Toolkit
• Developer Community
• Interactive Data
Dictionary
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Building on Your Investment: 2007
May (8.1)
2007
Feb
2007
Next Generation Agent
Desktop
• Productive agent
workspace
• User configurable views
• Powerful end user
analytics
• Vertical solutions
Enterprise Integration
Framework
• Expanded integration
options with
RightNow Connect
• Integration Framework
• Developer Toolkit
• Developer Community
• Interactive Data
Dictionary
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Building on Your Investment: 2007
August (8.2)
2007
November
2007
Broadest and Deepest
Multi-Channel Contact
Center Support
Next-Generation Web
Self-Service
Experience
• Extending knowledge
across the web
• Chat for the enterprise
• Voice routing based on
customer info
• Automatic insight from
feedback
• Email best practices
• Web 2.0 self service
experience
• Distribute KB answers
throughout website
• Global customer
experience with 33
languages
• Expanded platform and
OS support
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Building on Your Investment: 2007
August (8.2)
2007
November
2007
Broadest and Deepest
Multi-Channel Contact
Center Support
“Knowledge
Everywhere”
• Extending knowledge
across the web
• Chat for the enterprise
• Voice routing based on
customer info
• Automatic insight from
feedback
• Email best practices
• Knowledge syndication
widget
• Improved end user
experience
• Global reach with 33
languages
• Expanded platform and
OS support
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Our Four Core Product Strategies
1. eService leadership:
•
Maintain leadership through continuous investment and innovation
2. Multi-channel contact center:
•
Comprehensive solution for the contact center
•
Address all channels used by the customer
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
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RightNow – Q3 2007
© 2006 RightNow Technologies, Inc.
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8.2 August 2007 Release
What’s new…
•
•
•
•
•
Sitemap Protocol Support
Live (Chat) Enhancements
CAN-SPAM Best Practices
Personalized Voice Routing
Usability Enhancements
• Analytics
• Feedback
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Sitemap 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.
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RightNow Live (Chat)
• 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
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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
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RightNow Live Screens
Integrated “On
demand Desktop”
chat controls
Agents can now
create incidents
during a chat
session
Agents can now
append incidents
during a chat
session
Ability for the
agent to elect for
wrap-up time
after a chat
One click
“opportunity”
generation
process for the
agent
All chat sessions
are recorded in
the DB –
regardless if an
incident is
created.
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Marketing Enhancements
• Built in CAN-SPAM best practices for email campaigns
• Automatically tests email messages for the physical address in the
content, a working unsubscribe mechanism, and the customer’s
opt-out preferences
• Provides a visual checklist of other CAN-SPAM compliance practices
that should be evaluated prior to initiating the campaign
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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
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Analytics Usability Enhancements
•
Shared best practices reports
•
•
Visually highlighted exceptions in reports
•
•
Business users can define the number of items they want to display on
each report page
Saved filter defaults
•
•
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 create and save public reports
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
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Visual Exceptions in Reports
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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
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RightNow– Q4 2007
© 2006 RightNow Technologies, Inc.
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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 <Month, Year>”
• Example: RightNow November ’07
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Q4 (November ’07) Release What’s 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
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End User Page Redesign - Home
• Updated look and feel for our out-of-the-box end-user
pages
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End User Page Redesign - Home
• Updated look and feel for our out-of-the-box end-user
pages
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End User Page Redesign - Answers
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Knowledge Syndication Widget
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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 partner’s 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
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Knowledge Syndication Widget
Example Screen Shot
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Analytics Usability Enhancements
• In-line editing of reports for improved productivity
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Feedback and Workspace Designer Usability
Improvements
• Feedback
•
•
Ability to double-click on page
thumbnail in designer to view
questions on page
Ability to proof a web survey
• Workspace Designer
•
•
•
Ability to preview workspaces
Ability to set profile access for a
workspace area as read-only
Ability to set the default
Thread/channel type per workspace
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Platform and Remote Deployment
Support
• On-premise platforms in addition to our SaaS offering*
•
•
•
•
Linux glibc 2.4
Linux glibc 2.4
Windows 2003
Windows 2003
/ mySql 5. 0 / Apache 2.0 (SSL)
/ Oracle 10g / Apache 2.0 (SSL)
Server R2 / SQL Server 2005 SP1 / IIS 6.0
Server R2 / Oracle 10g / IIS 6.0
* Note: products not available in this on-premise
release:
•
•
•
RN Live (chat) 8.2 or newer. RN Live 8.1 is available on premise.
New Nov 07 End User Pages
RightNow Voice
• Microsoft Vista OS Desktop Support
• New MSI installer delivers a single package of all
required RightNow installation files
• Useful for installations where user installation permissions are
locked down by IT
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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
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Analytics Usability Enhancements
• Additional chart types
• Funnel, pyramid, donut chart types now available
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Analytics Usability Enhancements
• In-line gauges for progress indication
• Circular, progress bar, linear gauges with more granularity
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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
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Sneak Peek
RightNow February ‘08
© 2006 RightNow Technologies, Inc.
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Q1 (February ’08) Release What’s new…
• Agent Desktop Productivity Redesign
• Feedback “Voice of Customer” Text Response
Clustering
• Dynamic Workspaces
• Import/Export Best Practices Reports and
Workspaces
• Analytics Usability Improvements
• Customer Portal Studio Preview (Requires
Product Management Approval)
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Thank you!
© 2006 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
RightNow 8.1 – Q2 2007
© 2006 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
RightNow 8.1TM
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
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RightNow 8.1
What’s new…
• RightNow Connect™
• Data, business process, desktop, packaged application, and
communication integration
• Genesys Partnership Announcement
• Foreign Language Support
• Interactive Real-time Data Dictionary
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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
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RightNow ConnectTM 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 prebuilt adapters
• Communications Adapters: Provides specialized and seamless
connectivity for RightNow and prevalent call center technologies.
• Open Developer Community for sharing best practices
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RightNow ConnectTM Overview
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RightNow 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 prebuilt 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.
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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
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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
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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.
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Interactive Real-time Data Dictionary
Dynamically generated view of RightNow’s 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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