RightNow is recognized as a Leader in Gartner Magic Quadrant for CRM

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RightNow® was named a Leader by Gartner, Inc. in the “Magic Quadrant for CRM Customer Service Contact Centers” report, authored by Michael Maoz, April 15, 2011.

According to Gartner, “the Magic Quadrant looks at CRM software for customer service representatives in the contact center.” Evaluation criteria included ability to execute and completeness of vision, which include in part customer experience, product services, innovation, operations and overall viability.

Gartner defines Magic Quadrant leaders as companies that “demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment.

The development team has a clear vision of the implications of business rules, and the impact of social networking on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organizations’ competitive position in their markets and helped lower costs. Leaders can demonstrate $50 million in sales to new customers during the past year.”

RightNow CX, the customer experience suite, helps consumer-focused organizations provide superior customer support seamlessly across the web, contact center, and social networks. Specifically, the RightNow Contact Center Experience solution delivers exceptional customer experiences across agent-assisted channels including phone, email, and chat, while maximizing agent productivity, lowering costs, and driving revenue.

RightNow contact center solutions are also integrated with Social Experience and Web Experience solutions to power next generation social contact centers. With RightNow CX, agents not only efficiently respond to customer requests via traditional interaction channels; they can monitor, listen and respond via social media channels such as Twitter and Facebook to ensure customers receive consistent service regardless of the channel.

“We are honored to be in the Gartner CRM Customer Service Contact Centers Leaders Quadrant,” said Jason Mittelstaedt, chief marketing officer, of RightNow. “We believe this recognition is confirmation of RightNow’s unique ability to help consumer-centric organizations enhance contact center performance and provide seamless multi-channel customer experiences to build loyalty and drive profit.”

Source: Business Wire