Oracle RightNow

Oracle RightNow: A Comprehensive Guide on Features & Pricing

Oracle RightNow is a cloud service platform offering a wide range of products to enhance customer experience.

This article provides a comprehensive guide on the features and pricing of Oracle RightNow, along with user reviews and a comparison with other similar cloud services.

What is Oracle RightNow?

What is Oracle RightNow?
  1. Customer Experience Platform: Oracle RightNow is a comprehensive cloud-based customer experience (CX) suite that helps businesses deliver exceptional customer service across various channels, including web, social media, and contact centers.
  2. Multi-Channel Support: It provides a unified platform for managing interactions across multiple channels, enabling businesses to connect with their customers via their preferred method of communication, whether that’s email, chat, phone, or social media.
  3. Advanced Features: Oracle RightNow includes advanced features such as self-service options, knowledge management, customer relationship management (CRM), analytics, and more, all designed to improve customer satisfaction, increase efficiency, and reduce service costs.

Oracle RightNow Cloud Services

Oracle RightNow Cloud Services
  1. Oracle RightNow Web Experience: This service provides a rich, online customer experience solution so consumers can research, purchase, or resolve issues online. It includes web self-service, email management, live web chat, co-browse, and 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: It provides proactive, relevant communications during every stage of the customer lifecycle so that you can deliver the right message at the right time. It includes feedback, analytics, reports, and a dynamic agent desktop.

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.

Oracle RightNow – Pricing

Oracle RightNow - Pricing
  • Oracle RightNow Cloud Platform Cloud Service: $7,500.00 per month
  • Oracle RightNow Dedicated Database with Encryption Cloud Service: Included with Desktop
  • Oracle SaaS for Dedicated Region Cloud@Customer: 10% of Net Subscription Fees per month
  • Oracle RightNow PCI Certified Cloud Platform Cloud Service: 10% of Net Subscription Fees per month
  • Oracle RightNow HIPAA Cloud Platform Cloud Service: 30% of Net Subscription Fees per month
  • Oracle RightNow Cloud Platform for United States Government Cloud Service: 30% of Net Subscription Fees per month
  • Oracle RightNow Cloud Platform for United Kingdom Government Cloud Service: 30% of Net Subscription Fees per month
  • Oracle RightNow Cloud Platform for United States Department of Defense Cloud Service: 30% of Net Subscription Fees per month

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, which is stored as a contact or a person in the hosted service.
  3. Instance: This is defined as one database which includes the knowledge 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 cause Oracle RightNow Universal Sessions to be incurred.
  6. Internal Interface: This is defined as an Internal Interface that may not be accessed by Customer customers or by the public.
  7. Learning Credit: A Learning Credits account is a prepaid commitment or a 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: This is an individual authorized by you 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 defined as 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 Need for Functionality: The first step in building your Oracle RightNow Cloud Service is understanding your business needs and requirements. What kind of customer interactions do you need to manage? What channels do your customers prefer to use? What kind of self-service options would be beneficial for your customers? Answering these questions will help you identify the functionalities you need.
  2. Match Your Business Need to Applicable Cloud Service: Once you’ve identified your needs, the next step is to match these needs with the appropriate Oracle RightNow Cloud Service. Oracle RightNow offers a range of cloud services, each designed to cater to different aspects of customer experience. For example, if you need to manage customer interactions across multiple channels, consider the Oracle RightNow Contact Center Experience. If you want to provide self-service options for your customers, the Oracle RightNow Web Self-Service could be a good fit.
  3. Study the Licensing Definitions: After identifying the cloud services that match your needs, you should study the licensing definitions for each service. Oracle RightNow Cloud Services are licensed on a subscription basis, with different metrics for each service. Understanding these definitions will help you determine the cost of each service and how it fits into your budget.
  4. Pay Attention to Minimum License Requirements: Some Oracle RightNow Cloud Services have minimum requirements. This means you must purchase certain licenses, regardless of your actual usage. Review these requirements when choosing your services, as they can significantly impact costs.
  5. Review Additional Costs Such as Data Transfer: Finally, don’t forget to consider additional costs, such as data transfer. Depending on the Oracle RightNow Cloud Service you choose, there may be additional costs for data transfer, especially if you’re moving large amounts of data. Make sure to factor these costs into your budget.

Following these steps, you can build an Oracle RightNow Cloud Service that meets your business needs and fits your budget. Remember, the goal is to improve your customer experience, so choose the services that will best help you achieve this.

Frequently Asked Questions about Oracle RightNow

What is Oracle RightNow?

Oracle RightNow is a comprehensive customer experience suite that helps businesses deliver exceptional customer service across various channels. It includes functionalities for web self-service, a contact center, knowledge management, and more.

How is Oracle RightNow licensed?

Oracle RightNow is licensed on a subscription basis. Each cloud service has its licensing metric; some services have minimum license requirements. The cost of each service depends on these metrics and needs.

What functionalities does Oracle RightNow offer?

Oracle RightNow offers a wide range of functionalities to improve customer experience. These include web self-service, contact center management, knowledge management, chat, co-browse, and email management.

What are the minimum license requirements for Oracle RightNow?

Some Oracle RightNow Cloud Services have minimum license requirements. This means you must purchase specific licenses regardless of your actual usage. The minimum license requirements vary depending on the service.

Are there additional costs for Oracle RightNow?

Yes, there may be additional costs for Oracle RightNow, such as data transfer costs. These costs depend on the specific Oracle RightNow Cloud Service you choose and the amount of data you’re transferring.

How can I build my Oracle RightNow Cloud Service?

Building your Oracle RightNow Cloud Service involves understanding your business needs, matching these needs with the appropriate cloud service, studying the licensing definitions, reviewing the minimum license requirements, and considering additional costs such as data transfer.

Can Oracle RightNow improve my customer experience?

Building your Oracle RightNow Cloud Service involves understanding your business needs, matching these needs with the appropriate cloud service, studying the licensing definitions, reviewing the minimum license requirements, and considering additional costs such as data transfer.

Conclusion

Oracle RightNow is a robust cloud service platform offering a wide range of features to enhance customer experience.

Its flexible pricing structure and positive user reviews make it worthy of consideration for businesses looking to improve customer interactions.

However, as with any business decision, it is essential to carefully evaluate your specific needs and budget before deciding.

Author

  • Fredrik Filipsson

    Fredrik Filipsson brings two decades of Oracle license management experience, including a nine-year tenure at Oracle and 11 years in Oracle license consulting. His expertise extends across leading IT corporations like IBM, enriching his profile with a broad spectrum of software and cloud projects. Filipsson's proficiency encompasses IBM, SAP, Microsoft, and Salesforce platforms, alongside significant involvement in Microsoft Copilot and AI initiatives, improving organizational efficiency.

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