Oracle Adds RightNow to Its Cloud Collection

February 21, 2012

Remember when Oracle was grousing about the cloud. Well, the company has gone bonkers for digital meteorology, excelling in cloud moves.

Have you been wondering what Oracle will do with RightNow? Oracle purchased the maker of cloud-based customer service software last fall for about $1.5 billion. ComputerWorld reports, “Oracle Outlines Plans for RightNow Integration.” Writer Chris Kanaracus checked out an Oracle webcast on the subject; he states:

Oracle executives outlined the company’s bid to reinvent the notion of CRM (customer relationship management) software, discussing how RightNow’s applications will work as part of a continuum involving Oracle technologies for e-commerce, natural language search, customer segmentation and other areas, many of which it also procured through acquisitions.

Specifically, RightNow’s applications will fit at the end of the customer experience chain, tracking product usage, maintenance, and recommendation scenarios. Before that, Oracle has the life of a sale covered. FatWire helps consumers research purchase decisions; Social Network and Siebel Marketing help target marketing endeavors; Endeca provides search technology used to find a product; and ATG Commerce furnishes the e-commerce foundation to complete the purchase. The company’s financial and supply chain software follow, leading the transaction to RightNow’s doorstep.

Oracle intends to make these integrations very soon, though no date has been given.

Founded in 1997, RightNow operates out of Montana with a client roster that is almost 2,000 organizations strong. It’s official mission: to “rid the world of bad experiences.” Now that’s the way to aim high. With Oracle’s acquisition of the quirky Taleo, storm fronts are on the move.

Cynthia Murrell, February 21, 2012

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.