Oracle RightNow is a

customer relationship management Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM systems compile data from a r ...

(CRM) software service for enterprise organizations which is part of Oracle Service. It was originally developed by RightNow Technologies, Inc., which was acquired by

Oracle Corporation Oracle Corporation is an American multinational computer technology corporation headquartered in Austin, Texas. In 2020, Oracle was the third-largest software company in the world by revenue and market capitalization. The company sells da ...

in 2011 in a $1.8 billion deal. The main product offered by RightNow Technologies was RightNow CX, a customer experience suite. RightNow CX was divided into RightNow Web Experience, RightNow Social Experience, RightNow Contact Center Experience, and RightNow Engage. Under Oracle Service, the product has predictive capabilities and offers customer service support for website, apps, chatbot, live chat, video chat, co-browse, social messaging, texting, customer portals, IVR, knowledge base, store associates, and other channels. It is part of the Oracle Advertising and Customer Experience (CX) suite of products, which also includes Advertising, Marketing, and Sales cloud products. Oracle Service Cloud is FedRAMP authorized, which means it meets certain cybersecurity standards and is approved for use by federal agencies.

History

The company was founded in 1997 by

Greg Gianforte Gregory Richard Gianforte (born April 17, 1961) is an American businessman, politician, software engineer, and writer serving as the 25th governor of Montana since 2021. A member of the Republican Party, Gianforte served as the U.S. represent ...

Bozeman, Montana Bozeman is a city and the county seat of Gallatin County, Montana, United States. Located in southwest Montana, the 2020 census put Bozeman's population at 53,293, making it the fourth-largest city in Montana. It is the principal city o ...

as RightNow Technologies. Additional offices were opened in

California California is a state in the Western United States, located along the Pacific Coast. With nearly 39.2million residents across a total area of approximately , it is the most populous U.S. state and the 3rd largest by area. It is also the m ...

New York New York most commonly refers to: * New York City, the most populous city in the United States, located in the state of New York * New York (state), a state in the northeastern United States New York may also refer to: Film and television * '' ...

New Jersey New Jersey is a state in the Mid-Atlantic and Northeastern regions of the United States. It is bordered on the north and east by the state of New York; on the east, southeast, and south by the Atlantic Ocean; on the west by the Delawa ...

Massachusetts Massachusetts (Massachusett: ''Muhsachuweesut Massachusett_writing_systems.html" ;"title="nowiki/> məhswatʃəwiːsət.html" ;"title="Massachusett writing systems">məhswatʃəwiːsət">Massachusett writing systems">məhswatʃəwiːsət'' En ...

Texas Texas (, ; Spanish: ''Texas'', ''Tejas'') is a state in the South Central region of the United States. At 268,596 square miles (695,662 km2), and with more than 29.1 million residents in 2020, it is the second-largest U.S. state by ...

Illinois Illinois ( ) is a state in the Midwestern United States. Its largest metropolitan areas include the Chicago metropolitan area, and the Metro East section, of Greater St. Louis. Other smaller metropolitan areas include, Peoria and Rock ...

Washington, DC ) , image_skyline = , image_caption = Clockwise from top left: the Washington Monument and Lincoln Memorial on the National Mall, United States Capitol, Logan Circle, Jefferson Memorial, White House, Adams Morg ...

Colorado Colorado (, other variants) is a state in the Mountain West subregion of the Western United States. It encompasses most of the Southern Rocky Mountains, as well as the northeastern portion of the Colorado Plateau and the western edge of the ...

Canada Canada is a country in North America. Its ten provinces and three territories extend from the Atlantic Ocean to the Pacific Ocean and northward into the Arctic Ocean, covering over , making it the world's second-largest country by to ...

Europe Europe is a large peninsula conventionally considered a continent in its own right because of its great physical size and the weight of its history and traditions. Europe is also considered a Continent#Subcontinents, subcontinent of Eurasia ...

Australia Australia, officially the Commonwealth of Australia, is a sovereign country comprising the mainland of the Australian continent, the island of Tasmania, and numerous smaller islands. With an area of , Australia is the largest country by ...

and

Asia Asia (, ) is one of the world's most notable geographical regions, which is either considered a continent in its own right or a subcontinent of Eurasia, which shares the continental landmass of Afro-Eurasia with Africa. Asia covers an are ...

. The company employed over 1000 people in 2011. RightNow's business model was

software as a service Software as a service (SaaS ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. SaaS is also known as "on-demand software" and Web-based/Web-hosted software. SaaS is co ...

using

cloud computing Cloud computing is the on-demand availability of computer system resources, especially data storage ( cloud storage) and computing power, without direct active management by the user. Large clouds often have functions distributed over mu ...

. Gianforte started the company in 1997 without external capital and created a software product that was initially focused on

customer service Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that ...

with an integrated

knowledge base A knowledge base (KB) is a technology used to store complex structured and unstructured information used by a computer system. The initial use of the term was in connection with expert systems, which were the first knowledge-based systems. ...

. As the company grew, it added marketing and sales functionality, voice automation, customer feedback management, analytics and a social platform to its product, creating a full

customer experience Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described th ...

suite. In 2006, RightNow Technologies acquired SFA company Salesnet. In 2009, RightNow Technologies acquired social networking company HiveLive. In 2011, the company acquired Q-go for $34 million. Q-go was founded in 1999. It specialized in

semantic search Semantic search denotes search with meaning, as distinguished from lexical search where the search engine looks for literal matches of the query words or variants of them, without understanding the overall meaning of the query. Semantic search seek ...

service, based on

natural language processing Natural language processing (NLP) is an interdisciplinary subfield of linguistics, computer science, and artificial intelligence concerned with the interactions between computers and human language, in particular how to program computers to proc ...

technology, providing relevant answers to queries on a company’s Internet website or corporate intranet, formulated in natural sentences or keyword input alike. It integrated automatic statistical reporting of user query behavior for businesses that want to monitor what kinds of questions their customers are asking so they can adjust content to provide the appropriate information for customers and to reduce the load on traditional customer service ports of call, such as call centers and answers by email. The technology has been implemented and deployed in a range of industries, including banking, insurance, pension, telecommunications and logistics, as well as several government agencies.

Oracle acquisition

In October 2011,

announced its intention to acquire RightNow for $1.5 billion, a deal which was completed in January 2012. With the acquisition, the name changed to Oracle Service. In 2014, Oracle acquired LiveLOOK, real-time visual collaboration technology used for cobrowsing, screen sharing, and click-to-call; and TOA (Time of Arrival), a cloud-based field service app which became Oracle Field Service. The capabilities were integrated into the Service software in 2015, along with skills-based routing. In May 2022, the company integrated its Unity Customer Data Platform (CDP) with Oracle Service to better support customer service agents.

References

{{Oracle Software companies based in Montana Companies formerly listed on the Nasdaq Bozeman, Montana Customer relationship management software companies American companies established in 1997 Cloud applications Cloud computing providers Oracle acquisitions Search engine software Internet search engines Software companies established in 1997 Software companies disestablished in 2012 2012 mergers and acquisitions Defunct software companies of the United States

History

Oracle acquisition

See also

References