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RightNow Technologies makes biggest product launch

RightNow Technologies is growing.

The Bozeman-based computer software company is hiring new employees, has achieved national recognition in its field and is expanding its product line.

By KAYLEY MENDENHALL, Chronicle Staff Writer

RightNow http://www.rightnow.com/ is known for producing software that helps companies deal with customer service issues through their e-mail and Web sites.

And on Monday, the company launched its latest product package, RightNow 6.0, saying it will now help its clients manage customer service questions over the telephone along with its Web solutions.

"This is the biggest launch we’ve ever done as a company," said Greg Gianforte, RightNow CEO and founder. "We’re helping customers help themselves. We’ve dramatically expanded the scope. It’s not only electronic inquiries, but with this next release we’ll handle telephone inquiries as well."

RightNow 6.0 has two components, RightNow Service and RightNow Outbound.

Now, when a customer calls one of RightNow’s clients with a question, the customer service agent can access a single computer screen detailing that customer’s history including telephone, e-mail and Web interactions.

"It does everything in the call center," Gianforte said. "One product handles e-mail and phone."

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RightNow Technologies, Inc.

40 Enterprise Blvd.

P.O. Box 9300

Bozeman, MT 59718-9300

1-406-522-4200 Main Phone

1-406-522-4227 Fax

1-877-363-5678 Toll Free

http://www.rightnow.com/

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Expanding RightNow’s product to include telephone customer service was an idea generated by the company’s clients to help serve their needs. And, Gianforte said, clients have the option to buy only pieces of the software package that apply to their situation.

NanoCom Corp., an Internet video conferencing software company in Virginia, has been a RightNow client for three years. The company doesn’t need the telephone portion of RightNow 6.0, but is excited about the updated electronic product line.

"We really like the new product. They’ve streamlined the way that we manage the information and knowledge in such a way that it will really improve our efficiency," said Bob Summers, president of nanoCom. "My company is a small software company. Efficiency is important as we have a limited amount of resources."

Summers said nanoCom also plans to take advantage of RightNow Outbound. The product uses e-mail to market special events and sales to customers that might be interested in them based on their shopping history, explained Jason Mittelstaedt, product manager for RightNow Outbound.

"The whole goal with outbound communications is to deliver communications that are timely and relevant," Mittelstaedt said. "This is very explicitly not a tool for spam. The term we use is legitimate, permission-based e-mail marketers."

RightNow has 200 employees in Bozeman including 63 engineers working in product development. The company won six industry awards in the year 2003 including Ernst and Young’s Pacific Northwest Entrepreneur of the Year award for Gianforte.

http://bozemandailychronicle.com/articles/2003/09/23/news/003rightnowbzbigs.txt

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