Oracle buys RightNow for roughly $US1.5 billion

The move will give Oracle cloud-based customer service software, in yet another move against rival Salesforce.com

Oracle is buying RightNow Technologies for about US$1.5 billion in order to boost its recently announced Public Cloud with customer-service software, the companies announced Monday. The deal is expected to close late this year or in early 2012.

While RightNow has sold cloud-based CRM (customer relationship management) applications, Oracle already has such offerings. But of late, RightNow has repositioned itself as a "customer experience management" provider, focused more on helping companies improve customer support in call centers, social media sites and the web, rather than just tracking sales cycles.

To that end, Oracle's move is a direct hit against rival Salesforce.com, which added customer-service capabilities with the 2008 acquisition of Instranet and has embarked on a broad strategy centered on tying enterprises to the social web.

In a presentation released Monday, Oracle described how RightNow's products will work as part of a continuum involving its Siebel marketing software, ATG Commerce e-commerce platform, supply-chain applications and Endeca unstructured data search technology, the last of which is part of a pending acquisition announced only last week.

All told, the combination will help companies gain new customers and keep them longer while lowering operational costs, Oracle said in a statement.

The presentation provided some examples of the benefits RightNow customers have gained. Some 40 percent of RealNetworks' customers now resolve issues online, without dealing with a service representative, while call-handling times for Overstock.com have fallen 25 percent, it states.

Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris's e-mail address is Chris_Kanaracus@idg.com

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags cloud computinginternetOraclesoftwareapplicationsCustomer Relationship ManagementRightNowInternet-based applications and services

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Chris Kanaracus

IDG News Service
Show Comments

Father’s Day Gift Guide

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?