Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
GET RECOGNIZED.
Let an ISACA® certification
elevate your career.

Register today and save
CRM Systems
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Oracle Closes RightNow Purchase; Expands Service Cloud
Oracle Closes RightNow Purchase; Expands Service Cloud

By Jennifer LeClaire
January 30, 2012 1:14PM

Bookmark and Share
Beyond Oracle's toe-to-toe competition with Salesforce.com, Oracle's move to integrate RightNow Technologies into its Public Cloud -- a move by Oracle toward the middle market -- is important, said analyst Charles King. Much of the action in business IT tends to happen on the enterprise side, yet SMBs are a huge chunk of the market, he said.
 



Oracle has completed its $1.5 billion acquisition of RightNow Technologies. The deal brings a respected customer service offering into Oracle's Public Cloud.

The company is betting that RightNow's tech will help them meet the needs of enterprises that want to deliver a unified, personalized customer experience from start to finish, from the marketing and sales phase all the way through customer service and support. The value proposition of RightNow, as it becomes Oracle's new CRM component, is to maximize loyalty, advocacy and repeat business.

Expanding the Public Cloud

Offerings of the Oracle Public Cloud include cloud applications for managing sales, marketing, human capital, social networking, database, Java, data and security. With RightNow, Oracle is pacing to compete more fiercely against CRM vendors with a Customer Service Cloud, namely Salesforce.com.

"Like IBM and some of its other primary competitors, Oracle is very much an enterprise-focused vendor," said Charles King, principal analyst at Pund-IT. "If it's had any weak spots, it's been mostly in the mid-market. The RightNow product and service set fits very well with that group.

"Not only does the RightNow acquisition notably broaden Oracle's solution set and the number of customers or the types of customers it can go after, but it also gives it a very viable competitive alternative to more successful vendors in that space, including Salesforce.com."

Targeting SMBs

From a merger standpoint, the Oracle Customer Service Cloud aims to blend Oracle's marketing, sales, e-commerce, search and business intelligence software with RightNow's service capabilities to deliver customer experiences across all channels and customer touchpoints: on the Web, in a store, over the phone or via mobile devices.

Beyond the toe-to-toe competition with Salesforce.com, King sees Oracle's move to integrate RightNow Technologies into its Public Cloud -- a move toward the middle market -- as an important one. King noted that much of the action in business IT tends to happen on the enterprise side.

"Small- to medium-sized businesses make up a huge portion of the market and a large majority of employees as well. It's understandable that vendors want to go after the 5,000-plus employee companies because that's where the real money lies," King said.

"One of the interesting things about the cloud computing model is that it provides a dynamic that allows an enterprise-centric vendor like Oracle to reach out to smaller companies, and in a more profitable manner."
 

Tell Us What You Think
Comment:

Name:





 CRM Systems
1.   Salesforce App Personalizes the Sale
2.   Microsoft Takes CRM to Gov't Cloud
3.   Salesforce1 Adds Mobile Features
4.   Salesforce Partners with Philips
5.   Salesforce1 for Retail for Digital Age


advertisement
Salesforce App Personalizes the Sale
New CRM and sales automation tools.
Average Rating:
Microsoft Takes CRM to Gov't Cloud
With Dynamics CRM in early 2015.
Average Rating:
Salesforce1 Adds Mobile Features
To access, analyze, act on biz data.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 

Mobile Technology Spotlight
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.