RightNow's Multi-Channel Case Management Solution Helps 125 Government Agencies Better Serve Constituencies While Controlling Costs
RightNow Strengthens Leadership in Public Sector with Increased Technical Support, Professional Services Staff, Marketing and Sales
Bozeman, Mont., February 15, 2006
RightNow® Technologies (NASDAQ: RNOW) today announced its success in helping government agencies worldwide seamlessly and consistently deliver information to their constituencies across all channels of communication, enabling them to improve both quality-of-service and employee productivity, while reducing costs.
RightNow also announced that it is strengthening its focus on the unique needs of the public sector with increased technical support, professional services, marketing, and sales staff. RightNow will now be able to help an even greater number of federal, state and local agencies better serve their respective constituencies and control costs.
RightNow has more than 125 public-sector customers around the world. Federal customers include the Army Corps of Engineers, Canberra Connect ACT Government, the Centers for Medicare and Medicaid Services, the Department of Homeland Security, the Social Security Administration, the United States Government Printing Office and the USDA, Farm Service Agency. State and local customers include the Department of Employment and Workplace Relations, the Leicestershire County Council, the London Underground Limited, the Metropolitan Transportation Authority, the State of Colorado Department of Revenue, and Sydney Water.
The General Services Administration's Federal Citizen Information Center, for example, has leveraged RightNow's technology in their multi-channel contact center to streamline and focus responses to citizens seeking answers from any and all federal agencies. The robust FAQs, available at http://answers.firstgov.gov, allow the public and the contact center agents to quickly find up-to-date information on all facets of the federal government. The Federal Citizen Information Center includes FirstGov.gov, the official portal of the U.S. Government, the 1 (800) FED INFO National Contact Center, and the distribution of consumer publications from Pueblo, Colorado. The National Contact Center answers more than 1.5 million calls and e-mails per year, and is managed by ICT Group (NASDAQ: ICTG), headquartered in Newtown, PA.
These government agencies have been able to better serve constituents by increasing rates of self-service, providing faster response times, and delivering more accurate and consistent answers across all communication channels. They were able to do this using RightNow's case management solutions and services to automate and streamline their phone, email, web, and chat interactions with constituents, businesses, and other government agencies.
At the Environmental Protection Agency (EPA), RightNow quickly produced a 70-plus percent reduction in email volume in participating offices. RightNow's intelligent workflow routing makes it easier for EPA agents to quickly and accurately route issues that are outside of their domain expertise. In addition, RightNow's reporting tools have given the EPA full visibility into the issues and concerns expressed by those who check the knowledge base or send an email-providing the agency with the insight required to respond to the changing needs of the American people.
According to Steven Nesenblatt, VP of RightNow's government team, public-sector organizations are facing a new wave of operational challenges, including:
- Greater constituent demand for more information readily available across both traditional call centers and Internet communication channels
- Non-stop growth and change in the information that needs to be communicated to the public due to ongoing legislative and regulatory activity
- Budget constraints and/or limited ability to re-allocate resources as required to address periods of peak activity driven by crises, media events, and other factors
"Public-sector organizations are driven by very different missions than their private-sector counterparts, and thus require their technology partners to be extremely knowledgeable about their particular objectives and functional constraints," Nesenblatt said. "Because RightNow has helped agencies at all levels of government achieve such outstanding results, we are clearly that kind of partner."
For a detailed white paper on RightNow's government solution go to:
The New Government Agency Contact Center
About ICT Group
ICT Group, headquartered in Newtown, Pa., is a leading global provider of customer management and business process outsourcing solutions. The Company provides a comprehensive mix of customer care/retention, acquisition, up-selling/cross-selling, technical support, market research and database marketing as well as e-mail management, data entry/collections, claims processing and document management services, using its global network of onshore, near-shore and offshore operations. ICT Group also provides interactive voice response (IVR) and advanced speech recognition solutions as well as hosted Customer Relationship Management (CRM) technologies, available for use by clients at their own in-house facility or on a co-sourced basis in conjunction with the Company's fully integrated contact center operations. To learn more about ICT Group, visit the Company's website at www.ictgroup.com.
About RightNow Multi-Channel Case Management for Contact Centers
RightNow provides a unified, multi-channel case management application that allows government agencies to seamlessly and consistently share information across all channels of communication, enabling them to improve both quality-of-service and employee productivity. By leveraging a single contact interaction record, RightNow's case management solution ensures employees, citizens, and business partners always have the accurate, relevant and up-to-date information necessary for agency success.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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Greg Gianforte