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Oracle Makes Big Public Cloud Move

It was announced recently that Oracle is purchasing RightNow Technologies. This move is widely seen as a boon to Oracle’s Public Cloud offering, adding a customer-service software element to the mix. The deal should close before the end of the year, or at the latest in the early part of 2012.

RightNow’s Focus

RightNow has previously offered a cloud-based Customer Relationship Management (CRM) solution. Oracle has a similar product on the market already, although to date they haven’t captured a significant portion of the market.

What makes RIghtNow’s solutions most attractive, and what likely drew Oracle in, is the fact that RightNow has been acting as a “customer experience manager,” doing more than simply keeping track of sales (which is what traditional CRM has done). In fact, RightNow’s solutions look at how companies can improve their customer support elements across the board – in their telephone support centers, via their social media presence, and on their websites.

Taking Aim at SalesForce

Salesforce.com is, arguably, the leader in CRM solitions. Since 2008, SalesForce has been offering enterprises the ability to combine their CRM with their social media presence. The cloud-based portion of SalesForce’s offering is relatively new, and much of the CRM market still seems ambivalent about it. This may create an important vacuum in the marketplace, one which Oracle will now be better ready to fill.

Adobe and IBM have also made recent acquisitions that are likely to support the customer experience strategy.

Customer experience management provides benefits to business

RightNow brings a wealth of solid experience into the mix. Their existing customers demonstrate solid benefits of the cloud-based customer experience approach. For example, RealNetworks now resolves around 40 percent of their customer issues online, without the involvement of a customer service representative. Another customer, Overstock.com, has seen their call-handling times drop 25 percent due to their use of RightNow.

This step further solidifies Oracle’s position as a major power player in the cloud computing field. In addition, Oracle is thought to be contemplating other acquisitions that will add greater feature and functionality to their customer experience management plans. Without a doubt, Oracle is the one to watch in this area right now.

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Unitiv, Inc., is a professional provider of enterprise IT solutions. Unitiv delivers its services from its headquarters in Alpharetta, Georgia, USA, and its regional office in Iselin, New Jersey, USA. Unitiv provides a strategic approach to its service delivery, focusing on three core components: People, Products, and Processes. The People to advise and support customers. The Products to design and build solutions. The Processes to govern and manage post-implementation operations.