[May 14, 2001]

RightNow Technologies, eSupportNow Integrate Self-Service And Customer Analysis Solutions

RightNow Technologies and eSupportNow announced a strategic alliance which incorporates RightNow's award-winning Web self-service technology into eSupportNow's suite of fully integrated, multi-channel customer care solutions. The companies' combined solutions allow organizations to analyze their customer data and support requirements to offer superior and efficient customer service.

eSupportNow will incorporate RightNow Technologies' customer support and knowledge base design into eSP, the multi-channel eCRM platform supporting eSupportNow's outsourced, co-sourced and hosted customer support solutions. In addition, eSupportNow will offer solutions that use RightNow Web to capture and leverage this information within eSupportNow's Customer Analysis offerings to improve the effectiveness and profitability of support and marketing initiatives.

"[T]here is a great deal of hype about personalized marketing, but we believe that the greater opportunity is in providing one-to-one customer service, " said Chris Selland, Vice President of Marketing at eSupportNow. "By integrating RightNow's award-winning customer service technology into our eSP platform and integrating these solutions with our Customer Analysis capabilities, we dramatically increase our ability to provide clients with personalized, profitable customer care."

"Our alliance with eSupportNow is truly innovative in that it extends our value proposition beyond Internet customer service and into full-scale customer analysis" said Jeff Honeycomb, President of RightNow Technologies. "By working closely with eSupportNow, we have an opportunity to combine a service and analytic solution for our mutual clients."

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