Today, Gartner released its 2011 Magic Quadrant for Web Customer Service, and customer experience experts RightNow were named as a Leader. RightNow carries a reputation for delivering exceptional customer experiences across multiple channels. Through their customer experience solutions and services they are able to help companies increase customer loyalty and retention, while driving growth and efficiency.
Gartner defines Leaders in their Magic Quadrant as organizations 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 WCS 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 where their own knowledge base solution is part of the integrated offering and that can be deployed and supported globally and have at least six of the seven WCS framework components supported as an own OEM solution.”