INFORMATION INDEPTH NEWSLETTER
Customer Relationship Management Edition
Oracle Corp
April 2012 Stay Connected: Blog Facebook TwitterYoutube
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Oracle Acquires RightNow, Industry Leader in Cross-Channel Customer Experience

In January 2012, Oracle completed its acquisition of RightNow, the industry leader in driving exceptional customer experiences across stores, call centers, the Web, and social networks.

"Oracle RightNow products add leading customer experience capabilities that help empower companies to interact with and provide a consistent experience to customers across channels," says Greg Gianforte, former CEO, RightNow.

From CRM to CX
The acquisition is a key element in Oracle's comprehensive strategy to power superior customer experiences (CX) that integrate best-in-class internal customer relationship management (CRM) process automation with best-in-class customer-centric experience automation.

Other key parts of the Oracle customer experience platform include Oracle ATG solutions, for selling-based experiences; Oracle WebCenter Sites (formerly FatWire), for marketing-based experiences; Oracle Knowledge solutions (formerly InQuira), for support-based experiences; and Oracle Endeca solutions, for navigation and guided search-based experiences.

Cross-Channel Cohesion
Designed for both B2B and B2C customers, Oracle RightNow’s cloud-based technology supports a seamless customer experience across channels with tools that enable
  • A rich online experience. Help customers research, purchase, and resolve issues from any device.
  • Social interaction management. Manage customer interactions across the social Web as a fully integrated part of the customer experience.
  • Superior contact center experiences. Provide end-to-end management of the customer journey via unified records, interfaces, and knowledge.
  • Enhanced customer engagement. Enable proactive, highly personalized communications informed by integrated analytics.
Expanding the Power of Oracle Public Cloud
The acquisition of RightNow is also part of Oracle’s larger strategy to deliver a full range of cloud solutions, including integrated sales and marketing automation, human resources, talent management, social networking, databases, and Java—all as part of Oracle Public Cloud.

"Oracle RightNow's leading customer service cloud is a very important addition to Oracle's Public Cloud,” says Thomas Kurian, executive vice president, Oracle Development.

Learn more about Oracle RightNow.
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