We recently announced the new RightNow CX Cloud Platform. This is a huge milestone for our company and culminates years of software development effort. I believe the new capabilities significantly expand our market opportunity by allowing us to better serve our existing clients and create opportunities with new clients.
Why is the CX Cloud Platform so important?
- Increases Our Reach with Existing Clients – Our clients repeatedly tell me they want to do more with our CX Suite. The components of the CX Cloud Platform provide a reliable and easy to use application construction kit which empowers our clients, our partners and our own professional services staff to expand the capabilities of our CX suite in ways that are only limited by their imaginations. For example, nearly every organization we serve has many disparate customer databases for warranty information, contract entitlements and dozens of other uses. Most of these are orphaned in siloed applications, which drives up costs, prevents effective reporting, inhibits fingertip access, and thwarts any ability to segment customers and personalize experiences. The new CX Platform allows our solution to easily absorb these orphaned data stores and associated workflows in a way that makes them native capabilities of our CX suite, which eliminates costs and improves the customer experience.
- Increases Our Reach to New Markets and Clients – Many vertical industries, such as healthcare and insurance, have unique business workflow requirements, which are difficult to accommodate with standard off-the-shelf industry-agnostic solutions. The new CX Platform capabilities allow us and our partners to easily accommodate complex industry-specific workflow natively in the CX Suite, thereby opening up these markets to us and to our partners.
- CX-Specific Application Building Tools Eliminate Non-Upgradeable Customizations – All aspects of the new CX Cloud Platform have been designed to transcend software updates. We can now accommodate complex client or industry-specific business workflow easily without customization.
As I said at the announcement event [link], I believe this is one of the largest and most significant product announcements we have made in the history of our business.
Congratulations to the entire RightNow product team for the tremendous work that is going into supporting this game changing announcement and product release.
Please send me your thoughts after you have had a chance to review these exciting new capabilities.
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