Global leader: Greg Gianforte, CEO and founder
Local leader: Brett Waters, vice president, Asia Pacific – South
Core activity: Cloud-based customer experience software
Revenue: US$152.7 million (FY 2009 ended 31 December)
Key customers: AMP, Compassion Australia, IAG, Spendvision, University of New England, Telecom New Zealand, Air New Zealand, Nikon
RightNow launched RightNow CX for Facebook in September, bringing its customer experience suite to the popular social networking site. Organisations can no longer dictate when, where and how they interact with their consumers, says the company. Instead, the company believes organisations need to engage consumers in their interaction channels of choice. The RightNow CX cloud offering delivers customer experiences across the web, social networks and contact centres.
In March, RightNow launched its Cloud Services Agreement (CSA), aiming to improve performance of cloud solutions. The cloud model promises to change how software is purchased and delivered, but the benefits on the business engagement side have yet to reach critical mass, says the company. CSA solves this “underachievement” by providing the guaranteed-pricing benefits of a traditional Master Services Agreement, the company claims. RightNow expects revenue for fiscal 2010 to be in the range of US$175 to $180 million, with recurring revenue growth of approximately 22 percent, according to its financial forecast. Ulrika Hedquist
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