RightNow adds Cloud Monitor and Enterprise Analytics to the latest version of its on demand customer relationship management (CRM), RightNow May ’09.
The RightNow Cloud Monitor tracks external conversations about products, services and brands as they occur on the social Web. It enables companies to follow discussions on social networking sites. It also uses SmartSense emotion detection to scan the content and assess how consumers feel about a business.
RightNow Enterprise Analytics claims to be the first SaaS (software as a service) CRM vendor to provide business intelligence using both internal and external data.
RightNow Enterprise Analytics provides data warehousing, ETL, OLAP engine and reporting engine and claims to simplify deployments, ease administration and reduce costs. It enables organisations to tap CRM and contact centre data and gather business insight. It also supports trending, time-slice analysis, predictive analysis and complex metrics.
David Vap, vice president of products at RightNow, said: “Internal customer data and external conversations are a huge opportunity for an organisation to close expectation gaps or to have a proactive engagement with their customer.”
The Cloud Monitor tracks both Twitter and YouTube and is planning to extend support for other social networking sites like Facebook, MySpace and LinkedIn as well.
