Cordless Phone Market Leader Selects Hosted Multi-Channel Solution Innovator
Over PeopleSoft, Remedy and Primus
BOZEMAN, Mont., May 24 /PRNewswire/ -- RightNow(R) Technologies, the
leading on demand CRM company focused on customer service, today announced
Uniden America Corporation has selected RightNow Service(TM) as the strategic
technology platform for its new, state-of-the-art customer service center.
RightNow's hosted, multi-channel, customer service technology will enable
Uniden to manage phone, email and web communications in a fully integrated
manner, ensuring both outstanding service quality and optimized operational
efficiency.
Uniden selected RightNow as a strategic technology partner after
evaluating competitive offerings from several other vendors, including Remedy,
PeopleSoft and Primus Knowledge Solutions. Key factors in Uniden's decision
included RightNow's knowledge base management, its advanced multi-channel
incident workflow and its superior reporting/metrics functions. RightNow's
hosted delivery model will enable deployment in a matter of weeks as well as
minimize continuing ownership costs.
"Customer service is extremely important to the success of our company,
and we are impressed by RightNow's proven track record in improving service in
our industry," Steve McKinney, Uniden's call center manager, commented. "We
are looking forward to seeing firsthand the positive impact RightNow will have
on Uniden's ability to handle more customer queries efficiently and
effectively."
Utilizing RightNow's technology, Uniden will build and maintain a
knowledge base providing customers and service representatives access to
self-service resources 24 hours a day on the Uniden web site. RightNow will
also enable Uniden to track and manage phone calls and emails in a common
database. In addition, by using RightNow's sophisticated reporting
capabilities and closed-incident survey tools, Uniden will gain full
visibility into its customers' issues and concerns.
RightNow's professional services group will provide Uniden with periodic
consultations to help the company streamline workflow, refine the design of
its online self-service resources and implement a variety of other proven
customer service best practices.
"Uniden has brought its service-and-support operations in-house in order
to ensure that its customers have a high-quality experience and to maximize
the company's overall returns," Sean Forbes, vice president of Marketing and
Business Development at RightNow, said. "RightNow is committed to helping
Uniden achieve its customer service objectives by providing critical
technology and services -- and by continually measuring our achievements
against Uniden's stated business goals."
About Uniden
Uniden America Corporation, the North American subsidiary of Japan-based
Uniden Corporation, manufactures and markets wireless consumer electronic
products including cordless telephones, business telecommunications systems,
networking and data products, scanners, FRS/GMRS radios, marine radios and
other wireless personal communications products. Based in Fort Worth, Texas,
Uniden sells its products through dealers and distributors throughout North,
Central and South America.
About RightNow Technologies
RightNow Technologies is the leading on demand CRM company focused on
customer service. RightNow improves the effectiveness of service and support
operations with easy-to-implement technology, replicable best practices drawn
from the industry's broadest base of successful implementations and engagement
terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers
worldwide such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton,
British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer,
Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public
sector clients including the Social Security Administration and the State of
Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New
Jersey, London and Sydney, with an associated office in Tokyo. RightNow's
products are available in 13 languages worldwide. For further information
visit http://www.rightnow.com.
SOURCE RightNow Technologies
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Related links:
http://www.rightnow.com
CONTACT:
Jason Treu of RightNow Technologies,
+1-972-232-3977, or cell, +1-214-893-3096, jtreu@rightnow.com; or
Whitney McDowell of Ogilvy Public Relations, +1-303-634-2635, or
cell, +1-303-748-4991, whitney.mcdowell@ogilvypr.com, for Uniden
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