Oracle RightNow: A Guide on Features & Pricing

Oracle RightNow: is

• Cloud-based CX platform: Oracle RightNow focuses on delivering seamless customer service.
• Multichannel support: Integrates chat, email, voice, social media, and self-service.
• Knowledge management: Centralized knowledge base for quick resolutions.
• Case tracking: Manages customer issues efficiently.
• Proactive engagement: Automated responses and notifications.
• Analytics: Insights into customer interactions and agent performance.

What is Oracle RightNow?

Oracle RightNow is a robust, cloud-based Customer Experience (CX) platform designed to help businesses deliver exceptional customer service across various channels.

It integrates seamlessly with the web, social media, and contact center platforms to ensure personalized and efficient interactions. Oracle RightNow empowers businesses to meet modern customer expectations by focusing on multichannel support and advanced service features.

Core Features of Oracle RightNow

1. Multichannel Communication

Oracle RightNow enables businesses to connect with customers across multiple platforms.

• Supported Channels: Email, chat, phone, social media, and self-service portals.
• Example: A customer can begin an interaction via email and continue the conversation through chat without losing context.

This unified approach ensures customers can choose their preferred method of communication, fostering higher satisfaction.

2. Self-Service Tools

Oracle RightNow provides robust self-service options, empowering customers to resolve issues independently.

• Features:
  • FAQs for common queries.
  • Community forums for peer-to-peer support.
  • AI-driven chatbots for instant assistance.
• Example: A customer looking for warranty information can find it instantly through a self-service portal, reducing the need for live agent involvement.

3. Knowledge Management

A centralized knowledge base enables customers and agents to access accurate, up-to-date information.

• Capabilities:
  • Easy creation and organization of articles.
  • Quick search functionality.
  • Multilingual support for global users.
• Example: Support agents can use the knowledge base to answer frequently asked questions consistently, improving resolution times.

4. Integrated CRM

Oracle RightNow includes built-in Customer Relationship Management (CRM) tools to provide a 360-degree view of customer interactions.

• Benefits:
  • Centralized customer data.
  • Personalized support through interaction history.
  • Better tracking of customer preferences and needs.
• Example: An agent handling a return request can instantly view the customer’s past orders and resolve the issue quickly.

5. Advanced Analytics

Oracle RightNow includes powerful analytics tools to help businesses track performance and customer satisfaction.

• Key Metrics:
  • Response and resolution times.
  • Customer satisfaction scores (CSAT).
  • Interaction trends across channels.
• Example: A company can identify that most complaints originate from a specific product and take corrective action to improve quality.

How Oracle RightNow is Used

E-Commerce and Retail

• Use Case: Managing customer inquiries about product availability, returns, and delivery tracking.
• Example: A retailer uses Oracle RightNow to provide instant order tracking information through chatbots, reducing calls to customer service.

Healthcare

• Use Case: Supporting patients with appointment scheduling and medical inquiries.
• Example: A healthcare provider uses self-service portals to let patients check appointment availability and request rescheduling without waiting on hold.

Financial Services

• Use Case: Assisting with account inquiries, fraud alerts, and claims processing.
• Example: Banks use Oracle RightNow to proactively notify customers of suspicious account activity via email or SMS.

Telecommunications

• Use Case: Managing service outages, billing inquiries, and technical support.
• Example: Telecom providers use chatbots to offer troubleshooting steps for internet connectivity issues, minimizing wait times.

Feature Comparison: Oracle RightNow

Oracle RightNow is a versatile solution for businesses seeking to elevate their customer experience. Its advanced features and use cases across industries make it a powerful tool for improving customer satisfaction, reducing service costs, and building long-term loyalty.

Oracle RightNow Cloud Services

1. Oracle RightNow Web Experience: This service provides a rich, online customer experience so consumers can research, purchase, or resolve issues online. It includes web self-service, email management, live web chat, co-browsing, and a virtual assistant.
2. Oracle RightNow Social Experience: It enables brands to manage social interactions as a fully integrated part of customer experience. The suite includes social monitoring, engagement, social service, and the customer community for peer-to-peer service and knowledge capture.
3. Oracle RightNow Contact Center Experience: It delivers a seamless customer experience in the contact center that drives loyalty, increases efficiency, and reduces operational costs. It includes multi-channel interaction management, guided resolution, desktop workflow, and supervisor desktop.
4. Oracle RightNow Engage provides proactive, relevant communications during every stage of the customer lifecycle, enabling you to deliver the right message at the right time. It includes feedback, analytics, reports, and a dynamic agent desktop.

Read more about Oracle RightNow Cloud Services.

Oracle RightNow – Features

Oracle RightNow offers several products designed to cater to specific customer experience needs.

These include:

• Oracle RightNow Web Experience: This product offers a range of tools for creating and managing web-based customer experiences. It includes features for web self-service, email management, live web chat, and more.
• Oracle RightNow Social Experience: This product provides tools for managing customer interactions on social media platforms. It includes social monitoring features, self-service, and social community platforms.
• Oracle RightNow Contact Center Experience: This product offers a range of tools for managing customer interactions in a contact center environment. It includes features for agent desktops, interaction management, and more.
• Oracle RightNow Analytics Cloud: This product provides analytics tools for gaining insights from customer interactions. It includes features for custom reports, dashboards, and more.
• Oracle RightNow Video Chat Cloud Service: This product offers a video chat feature that allows customers to interact with agents in real time.

Read about the Pros and Cons of Oracle RightNow.

Oracle RightNow – Pricing

Oracle RightNow offers a range of cloud services tailored to specific needs and regulatory requirements.

Below is an overview of the pricing structure for various Oracle RightNow services:

1. Oracle RightNow Cloud Platform Cloud Service

• Price: $7,500.00 per month
• Details: This base service provides the fundamental tools for customer relationship management, including multichannel integration and analytics. It suits businesses looking for a robust cloud CRM platform without additional regulatory requirements.

2. Oracle RightNow Dedicated Database with Encryption Cloud Service

• Price: Included with the Desktop package
• Details: Offers a dedicated database with built-in encryption to secure customer data. This service is included in the standard desktop features, ensuring data privacy without additional costs.

3. Oracle SaaS for Dedicated Region Cloud@Customer

• Price: 10% of Net Subscription Fees per month
• Details: Designed for businesses requiring a dedicated cloud region within their premises. This service supports stringent compliance needs while maintaining the flexibility of Oracle’s cloud services.

4. Oracle RightNow PCI Certified Cloud Platform Cloud Service

• Price: 10% of Net Subscription Fees per month
• Details: This service meets Payment Card Industry (PCI) standards specifically for businesses handling credit card transactions. It ensures the secure processing and storage of sensitive payment data.

5. Oracle RightNow HIPAA Cloud Platform Cloud Service

• Price: 30% of Net Subscription Fees per month
• Details: This service, tailored for healthcare providers, complies with the Health Insurance Portability and Accountability Act (HIPAA) and offers the necessary security measures to protect sensitive patient information.

6. Oracle RightNow Cloud Platform for United States Government Cloud Service

• Price: 30% of Net Subscription Fees per month
• Details: This service, designed for U.S. government agencies, meets federal security and compliance requirements. It ensures data sovereignty and adherence to government standards.

7. Oracle RightNow Cloud Platform for United Kingdom Government Cloud Service

• Price: 30% of Net Subscription Fees per month
• Details: This service caters to UK government entities, providing compliance with local regulatory frameworks and secure cloud operations within the United Kingdom.

8. Oracle RightNow Cloud Platform for United States Department of Defense Cloud Service

• Price: 30% of Net Subscription Fees per month
• Details: Specifically designed for the U.S. Department of Defense, this service ensures compliance with military-grade security standards. It provides a robust and secure platform for handling sensitive defense-related data.

Oracle RightNow Cloud Service Support Offerings

• Oracle Enhanced Support Services for SaaS – Base Fee: $20,000.00 per year
• Oracle Enhanced Support Services for SaaS – Proactive: 10% Net Subscription Fee per year
• Oracle Enhanced Support Services for SaaS – Learning: $1,250.00 per month
• Oracle Cloud Priority Support for SaaS: Base Fee: 10% of Net Subscription Fees per month
• Oracle Cloud Priority Support for SaaS: $10,000.00 per year
• Oracle Solution Support Center for SaaS: Base Fee: 12% of Net Subscription Fee per year
• Oracle Solution Support Center for SaaS: $833.33 per month
• Oracle Technical Account Management for PCI Certification Services – Percentage: 5% of Net Subscription Fees per month
• Oracle Technical Account Management for PCI Certification Services – Fixed Price Minimum: $140.00 per month

Oracle RightNow Cloud Service Support Add-Ons

• Oracle RightNow Custom Domain SSL Application Hosting: $500.00 per month
• Oracle Virtual Private Network for Oracle RightNow Cloud Service: $30.00 per month
• Oracle RightNow Additional Mailbox: $3.00 per month
• Additional 50GB File Storage Cloud Service: $3.00 per month
• Oracle Live Experience Cloud Service, Enterprise Plus Additional Storage, 50 Gigabyte Storage Capacity: $33.33333 per month
• Additional 1 GB Peak Database Storage: $6.25 per month
• Additional 5 GB Monthly Bandwidth: $80.00 per month

RightNow License Metrics Definitions

1. Session: This is a unit of measure for the Oracle RightNow Cloud Service. The rule is to always default to the highest value.
2. Customer Database Record: For Fusion Customer Management Foundation for Persons Cloud Service, a customer database record is a unique consumer (i.e., physical person) record stored as a contact or person in the hosted service.
3. Instance: This is defined as one database with the knowledge of RightNow foundation (Database), management & administrative capabilities, business rules, process management, and reporting.
4. Interface: This is defined as a set of configuration files accessed via a unique URL, which is designed to allow you to permit certain users to view all or a discrete subset of your data and may be either an Internal Interface or an External Interface.
5. External Interface: This is an external-facing interface that Customer’s customers and the public may access. External facing capabilities, if enabled, will incur Oracle RightNow Universal Sessions.
6. Internal Interface: This is defined as an Internal Interface that customers or the public may not access.
7. Learning Credit: A Learning Credits account is a prepaid commitment or deposit of funds from which the customer can acquire education products and services offered in the Oracle University online catalog, posted at education.oracle.com.
8. Hosted Connected Seat Month: This is defined as an individual authorized by you to access the hosted service simultaneously with other individuals during one service period month.
9. Hosted Connected User: You authorize an individual to access the hosted service simultaneously with others at any given time.
10. 1M Monthly Assessments: This is defined as up to 1,000,000 assessments made using the Oracle Policy Automation Determinations Application Programming Interface (API), during each calendar month of the service period.
11. Bandwidth: This is the amount of data transferred between your and Oracle’s web servers.
12. Certificate: This is your previously purchased Secure Socket Layer Certificate from a vendor such as Comodo or VeriSign.

Oracle RightNow Licensing Minimums

1. Oracle RightNow Standard Dynamic Agent Desktop Cloud Service
   • Minimum Metric Quantity for Hosted Named User: 10
   • Minimum Metric Quantity for Hosted Connected User: 10
   • Minimum Metric Quantity for Hosted Named Seat Month: 100
   • Minimum Metric Quantity for Hosted Connected Seat Month: 100
2. Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service
   • Minimum Metric Quantity for Hosted Named User: 10
   • Minimum Metric Quantity for Hosted Connected User: 10
   • Minimum Metric Quantity for Hosted Named Seat Month: 100
   • Minimum Metric Quantity for Hosted Connected Seat Month: 100
3. Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service
   • Minimum Metric Quantity for Hosted Named User: 10
   • Minimum Metric Quantity for Hosted Connected User: 10
   • Minimum Metric Quantity for Hosted Named Seat Month: 100
   • Minimum Metric Quantity for Hosted Connected Seat Month: 100
4. Oracle RightNow Standalone Chat Dynamic Agent Desktop Cloud Service
   • Minimum Metric Quantity for Hosted Named User: 10
   • Minimum Metric Quantity for Hosted Connected User: 10
   • Minimum Metric Quantity for Hosted Named Seat Month: 100
   • Minimum Metric Quantity for Hosted Connected Seat Month: 100
5. Oracle Standalone Live Experience Cloud Service – Premium
   • Minimum Metric Quantity for Hosted Named Seat Month: 100
6. Oracle RightNow Web Cloud Service: Billable Sessions
   • Minimum Metric Quantity for Oracle RightNow Universal Policy Automation Tier 3 Sessions Monthly: 25
   • Minimum Metric Quantity for Oracle RightNow Universal Policy Automation Tier 3 Sessions Service Period Pool: 250
7. Oracle RightNow Emails Cloud Service: Emails Sent
   • Minimum Metric Quantity for Oracle RightNow Emails Sent Monthly: 100 Emails Sent – Monthly
   • Minimum Metric Quantity for Oracle RightNow Emails Sent Service Period Pool: 100 Emails Sent – Pooled Capacity

Building Your Oracle RightNow Cloud Service: A Step-by-Step Guide

1. Understand Your Business Needs

• Clearly define your business requirements. Ask key questions:
  • What types of customer interactions do you need to manage? Examples include chat, email, or phone support.
  • Which communication channels are most popular with your customers? For instance, do they prefer live chat or social media?
  • What self-service options, such as FAQs or automated responses, would add value for your customers?
• Identifying these details ensures that the solution aligns with your operational goals.

2. Match Business Requirements to Oracle RightNow Services

• Oracle RightNow Cloud offers services tailored to specific aspects of customer experience:
  • Contact Center Experience: Ideal for managing customer interactions across email, chat, and voice channels.
  • Web Self-Service: Perfect for enabling customers to solve issues independently with tools like knowledge bases and online portals.
  • Policy Automation: Helps define and automate decision-making processes.
• Example: The Oracle RightNow Chat Cloud Service would be essential if your company experiences high volumes of chat inquiries.

3. Analyze Licensing and Subscription Models

• Oracle RightNow services operate on subscription-based licensing. Key points to note:
  • Different metrics apply, such as the number of agents or interaction volumes.
  • Licensing varies between standard and advanced features.
• Example: If you expect heavy usage, opt for a licensing tier accommodating higher volumes to avoid overages.

4. Understand Minimum License Requirements

• Some services require a baseline purchase, even if usage is below the threshold. For example:
  • You might need to buy licenses for a minimum number of agents.
  • Consider your expected usage and scale when evaluating services.
• These requirements can influence cost and scalability, so ensure your chosen plan aligns with long-term goals.

5. Account for Additional Costs

• Look beyond basic subscription fees to understand potential extra expenses:
  • Data Transfer Costs: Transferring large datasets between systems or regions may incur charges.
  • Integrations: Connecting Oracle RightNow with third-party systems might require additional licenses or middleware solutions.
• Example: Moving CRM data into Oracle RightNow might involve significant one-time or ongoing transfer fees.

6. Plan for Implementation and Configuration

• Configure services to suit your operational workflows:
  • Customize the user interface for agents and customers.
  • Define workflows for routing customer inquiries based on priority or channel.
• Example: Create rules in the Contact Center Experience to prioritize inquiries from VIP customers.

Summary
By following these steps, you can build an Oracle RightNow Cloud Service that is tailored to your needs. Always:

• Define clear objectives.
• Align requirements with the right services.
• Stay informed about licensing and costs.

This approach ensures that your Oracle RightNow implementation delivers maximum value while staying within budget.

FAQs

Do you want to know more about our Oracle Cloud Services?

Please enable JavaScript in your browser to complete this form.

Name *

Email *

Company

Message *

Submit