20 Government Agencies Select RightNow Web for Enhanced Online Service and Support; Reflects Growing Trend Among Agencies To Deliver Responsive Customer Service.Business Editors/High-Tech Writers BOZEMAN, Mont.--(BUSINESS WIRE)--Jan. 16, 2001 RightNow Technologies RightNow Technologies NASDAQ: RNOW is a U.S. software company that develops customer relationship management (CRM) software for small and mid-market businesses. It is incorporated in Delaware and headquartered in Bozeman, Montana. (http://www.rightnow.com), a leading provider of Web customer service solutions, today announced that more than 20 government agencies have selected RightNow Web to improve their online support operations. Among the agencies that have chosen RightNow Web are the Administration for Families and Children, the Air Reserve Personnel Center, the Bureau of Alcohol, Tobacco and Firearms, the Social Security Administration, the U.S. Postal Service The U.S. Postal Service (USPS) processes and delivers mail to individuals and businesses within the United States. The service seeks to improve its performance through the development of efficient mail-handling systems and operates its own planning and engineering programs. , and Army Knowledge Online, the U.S. Army's intranet service. In recent months, U.S. government agencies have undertaken a massive campaign to deliver responsive customer service over the Web. RightNow Web helps agencies improve the information they provide citizens and employees, while simultaneously helping them to reduce their support costs. The award-winning software features email management, self-help, live chat and customer feedback surveys. "Over 280 million Americans rely on the resources of our government agencies," said Greg Gianforte, founder and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of RightNow Technologies. "RightNow Web helps agencies streamline the support process by enabling the public to find the information they need on their own. By empowering people to help themselves, RightNow Web improves the support experience without overwhelming government resources." Army Knowledge Online, the intranet for the U.S. Army, chose RightNow Web to ensure responsive service for faster inquiry response. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Steve Whitaker, program manager at Acuent, the consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a responsible for managing operations and maintenance for Army Knowledge Online, the site plans to go live with RightNow Web later this month. According to Whitaker, Army Knowledge Online supports the entire Army, with more than 110,000 users relying on the broad range of information it provides. The users include active duty military, department of Army civilians, U.S. Army Reserve, National Guard and Army retirees. The intranet access includes contact points and information for Army personnel serving either in the United States or abroad, as well as information about different army posts. "RightNow Web allows us to provide immediate assistance to users accessing Army Knowledge Online," Whitaker said. "We chose this solution to provide state-of-the-art knowledge-based assistance to our users. The product's powerful feature set, combined with its ease-of-use and scalability, were key determining factors in our decision to purchase the product." "In one year we've added more than 70,000 users," he said. "There are Web-enabled tools that the Army plans to put out that will drive us higher by springtime. We need to be prepared and RightNow Web is going to help prepare us." RightNow Web Reduces Amount of Incoming Customer Support Inquiries RightNow Web helps support professionals proactively reduce the amount of incoming telephone calls and support emails by helping visitors help themselves. RightNow Web operates under the principle that most support inquiries are similar in nature and can be predicted with great accuracy. The system works by presenting users with a dynamic selection of question/answer pairs. As users interact with the system, RightNow Web captures their results to prioritize the information for future customers. For new or unique issues not found in the knowledge base, RightNow Web makes it easy for visitors to submit new questions. When support personnel respond to the questions, they can publish the question and the answer into the knowledge base, thereby making the solution easily accessible to future visitors. About RightNow Technologies Founded in 1997, RightNow Technologies automates customer service and technical support operations for Internet-connected organizations. RightNow Technologies' customers include Air Canada (Nasdaq: ACNAF), Dana Corporation (NYSE NYSE See: New York Stock Exchange : DCN DCN Document Control Number DCN DLA (Defense Logistics Agency) Corporate Network DCN Disconnect DCN Direction des Constructions Navales (France) DCN Declaration Control Number DCN Data Communication Network ), eTour.com, Motorola (NYSE: MOT), Nortel (NYSE: NT), Pitney Bowes (NYSE: PBI PBI protein-bound iodine. PBI abbr. protein-bound iodine PBI, n See iodine, protein-bound. PBI protein-bound iodine. ), Polaroid (NYSE: PRD PRD progressive retinal degeneration. ), Sanyo (Nasdaq: SANYY), Social Security Administration, Sprint (NYSE: FON Fon People of southern Benin and adjacent parts of Togo. They speak a dialect of Gbe, a Kwa language of the Niger-Congo language family. Numbering about 3 million, the Fon are mainly farmers. and NYSE: PCS (1) (Personal Communications Services) Refers to wireless services that emerged after the U.S. government auctioned commercial licenses in 1994 and 1995. This radio spectrum in the 1. ), Union Bank and Trust (Nasdaq: UBSC), Xerox (NYSE: XRX XRX Xerox Corporation (stock symbol) ) and more than 900 other organizations. RightNow Technologies' world headquarters are located at 77 Discovery Drive, Bozeman, MT 59718. RightNow can be reached by phone at 877-363-5678, by fax at 406-522-4227, by email at info@rightnow.com or on the Web at www.rightnow.com. Additional RightNow offices are located in Dallas, London, Munich and Sydney, Australia. |
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