Gartner (News - Alert), Inc. has recognized RightNow as a Leader in the "Magic Quadrant for Web Customer Services" report, authored by Johan Jacobs, September 10, 2010. The evaluation criteria included customer experience, product services, overall viability, and marketing execution.

Gartner defines Magic Quadrant leaders as companies that "demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of Web Customer Services on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organization's competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich WCS suites that can be deployed and supported globally, and have at least five of the seven WCS framework components supported as an OEM solution."

Consumer-focused organizations, through RightNow CX, are able to provide superior customer support seamlessly across the web, social networks and contact center. The consumers with the help of RightNow Web Experience are empowered to easily find the information they need anywhere, anytime via a feature rich, branded web customer service solution from their desktop or Smartphone. They are also allowed to serve themselves or seamlessly transition to agent-assisted help via email, chat, or phone. With RightNow CX, organizations are able to drive revenue, increase efficiency, and build loyalty.

"RightNow is pleased to be recognized as a Leader in the Gartner Web Customer Services Magic Quadrant. Customer service is a prime differentiator for leading brands and RightNow continues to deliver innovative solutions and techniques to help organizations maintain a great service reputation as well as provide exceptional support experiences across multiple channels."

In related news, RightNow has introduced RightNow CX for Facebook (News - Alert), bringing the industry's most powerful customer experience suite to Facebook.