RightNow Unveils New Cloud Monitor and Enterprise Analytics with RightNow May `09

Latest on Demand CRM Release Leverages Conversations in the Cloud and Internal
Customer Data to Help Companies Deliver Exceptional Customer Experiences
BOZEMAN, Mont.--(Business Wire)--
RightNow (NASDAQ: RNOW) adds Cloud Monitor and Enterprise Analytics to the
latest version of its on demand customer relationship management (CRM) solution,
RightNow May `09.

"Today, companies can`t force one-sided conversations with customers;
enterprises must listen closely to what consumers are saying. RightNow`s new
Cloud Monitor and Enterprise Analytics help organizations take the next step in
delivering great experiences by listening to and understanding customers."
Greg Gianforte, CEO, RightNow

The RightNow Cloud Monitor tracks external conversations about products,
services and brands as they occur on the social Web. Available now, the Cloud
Monitor tracks both Twitter and YouTube; support for other social networking
sites like Facebook, MySpace and LinkedIn is planned for the future. RightNow
Enterprise Analytics provides deep analysis on the internal data collected
through direct customer interactions.

RightNow is the first SaaS (software as a service) CRM vendor to provide
comprehensive business intelligence using both internal and external data.

RightNow Cloud Monitor Brings Customer Service to Social Networking

RightNow Cloud Monitor helps companies follow discussions on social networking
sites. Based on what the Cloud Monitor reports, an organization can use RightNow
Service to initiate next steps; follow up can range from updating information on
the web site to the automatic creation of a service incident or proactive
outreach.

The Cloud Monitor also uses RightNow`s unique SmartSense emotion detection to
dynamically scan the text of tweets (and other content) and assess how consumers
feel about a business. For example, a negative emotion score could be
prioritized for immediate action.

"We see significant value in tracking what is being said about our company and
our products out in the social arena. RightNow`s latest release will allow us to
leverage our existing RightNow Service solution to track Twitter and easily
respond to tweets by reaching out directly to our customer to help solve the
problem. Keeping up with and exceeding consumer expectations is challenging, but
at iRobot we are committed to delivering the very best customer experiences."
Maryellen Abreu, director of global technical support, iRobot

"Including social networks changes the definition of CRM from the stale exchange
of data to a live, vibrant network of connected individuals who share their
abilities, expertise, and interests."
The CRM 2.0 Imperative, Bill Band, Forrester Research, Inc., March 10, 2008

To see how the Cloud Monitor works, click here.

On Demand CRM with Enterprise-Class Analytics

RightNow Enterprise Analytics marks a milestone for CRM delivered on demand,
making RightNow May `09 one of the first SaaS CRM solutions to include
enterprise-class data warehousing and analytic capabilities on demand.
Organizations can now use RightNow Enterprise Analytics to intelligently tap
into their CRM and contact center data and gather business insight.

RightNow Enterprise Analytics:

* Taps data from external sources to deliver broader insights into the contact
center
* Supports advanced trending, time-slice analysis, predictive analysis, and
complex metrics
* Exceeds capabilities of many established business intelligence tools and is
optimized as a cloud-based deployment
* Provides one consolidated analytics solution, including data warehouse, ETL,
OLAP engine and reporting engine to simplify deployments, ease administration
and reduce costs
* Delivers high performance reporting and analysis on large data volumes

Click here for a demo of RightNow Enterprise Analytics.

"It is not enough to simply track the discussion in the `cloud` or collect
customer data from interactions; the key is using this knowledge to proactively
engage with consumers to ensure better experiences. Internal customer data and
external conversations are a huge opportunity for an organization to close
expectation gaps or to have a proactive engagement with their customer. As the
first on demand vendor to include both Twitter and YouTube as customer service
channels, we are giving our clients a unique opportunity to glean insight from
rapidly evolving social networking sites."
David Vap, vice president, products, RightNow

About RightNow Technologies

RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help
consumer-centric organizations deliver great customer experiences. Approximately
1,900 corporations and government agencies worldwide depend on RightNow to
better meet the needs of those they serve. RightNow is headquartered in Bozeman,
Montana. For more information, please visit RightNow Technologies.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a
registered trademark of the NASDAQ Stock Market.

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1995:

This press release may contain forward-looking statements. These forward-looking
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RightNow Technologies
Sara Crow, 406-548-3266
sara.crow@rightnow.com
or
Horn Group for RightNow Technologies
Amy Grady, 415-905-4045
agrady@horngroup.com

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