Welcome. Chris Sortzi, VP of Public Sector RightNow Technologies. March 19, RightNow Technologies, Inc.

Transcription

1 Welcome Chris Sortzi, VP of Public Sector RightNow Technologies March 19, RightNow Technologies, Inc.

2 Agenda 9:30 9:45 a.m. 9:45 10:45 a.m. 10:45 11:00 a.m. Welcome/Opening Remarks Chris Sortzi, VP Public Sector RightNow Product Update February `08 Chris Donovan, PS Mgr Solutions Consulting Chris Hamilton, Director, Product Management Break and Visit Demo Areas 11:00 11:30 a.m. Customer Success Story/Best Practices Presentation Dr. Les Solomon, Chief, Customer Services Center Customer Liaison & Marketing Services Office (CLMSO) US Census Bureau 11:30 12:00 p.m. Government Wide Assessment of Citizen Service Activities - Overview and Update Robert Smudde, Manager, USA Services Federal Solutions Division

3 Agenda 12:00 1:15 p.m. 1:15 2:00 p.m. 2:00 2:15 p.m. 2:15 3:00 p.m. 3:00-3:30 p.m. Networking Lunch (Hemisphere A) and Visit Demo Areas (Outside Polaris) Multi-Channel Customer Service: Outreach and Feedback Chris Hamilton, Director, Product Management Break and Visit Demo Areas Maximizing the Investment in Your RightNow Solution Laef Olson, CIO George Alber, Director Public Sector Professional Services Q&A and Wrap up Chris Sortzi, VP Public Sector

4 Welcome/Today s Participants

5 Objectives Discuss ideas and share best practices with government RightNow customers Learn about industry trends Learn about what s new with RightNow and how we are addressing those industry trends Network with your peers Provide RightNow with your feedback so we can continue to ensure your primary issues are addressed

6 RightNow Public Sector Market Approach Become better aligned with you and your requirements Provide constant feedback to our Corporate Team with regards to the Government needs Build key partnerships with industry to better serve you

7 To help us accomplish our goals We have with us today Laef Olson, CIO Right Now Technologies Chris Hamilton, Director Product Management Industry Partners: ACS, ASRC, Booz Allen Hamilton, Lockheed Martin, Northrop Grumman Information Technology, SAIC, Vangent

8 Genesys Facts #1 Contact Center and Open IVR Software Provider 100% Customer Interaction Management software focus Forrester Research Leader eservice Suite and Voice Platform 4,000 customers, more than 1.3 million seats Gartner Ranked #1 Contact Center Infrastructure and Voice Platforms

9 The Ultimate Customer Experience Two market leaders delivering CTI enabled CRM Best in class functionality enabling delivery of a superior customer experience Combine web self-service, , chat, and phone on one single integrated desktop Intelligently route customer interactions to the right agent at the right time Arm agents with relevant customer information Optimize processes to ensure consistent and efficient customer service interactions across every channel Dramatically improve agent productivity Analytical reporting of agent performance, including agent activity, availability and call duration data

10 The SAVVIS Advantage Established, Growing Company $850 Million Revenue, Customers, 1500 Successful Data Center Migrations Global Network-enabled Data Centers (26 CONUS) Reliable, Scalable, Secure 7x24 Operating Environment Extensive Ability to Customize for Federal Missions Recognized Leader in Utility & Virtual Computing Best of Breed Technology Partners Capabilities extension through partners Managed Services delivered in a ZERO CAPEX model Significantly Lower Total Cost of Ownership Changing the Way Agencies Manage Information Technology

11 SAVVIS Positioned in the Leaders Quadrant Gartner Magic Quadrant for North American Web Hosting, 2006 This Magic Quadrant graphic was published by Gartner, Inc. as part of larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from SAVVIS. The Magic Quadrant for North American Web Hosting, 2006 is copyrighted August 30, 2006 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

12 The SAVVIS Flexible Solutions Model IT Transformation Continuum Customer wants to control operations Customer wants to control OS & apps but not hardware Customer wants to complement their IT expertise Customer wants to outsource their IT environment Customer wants maximum performance, scale & value Customer Owned & Customer Managed SAVVIS Owned & Customer Managed Customer Owned & SAVVIS Managed SAVVIS Owned & SAVVIS Managed (Dedicated Nodes) SAVVIS Owned & SAVVIS Managed (Utility Nodes) SAVVIS Intelligent Monitoring Intelligent Hosting Virtual Intelligent Hosting Consulting Utility Compute Consulting Colocation Power Services Customer Operating System Customer Infrastructure Space, Power, B/W Foundation Hosting Customer Operating System SAVVIS Infrastructure Space, Power, B/W Consulting Managed Services Customer Operating System Customer Infrastructure Space, Power, B/W Managed Services SAVVIS Operating System SAVVIS Infrastructure Space, Power, B/W Managed Services SAVVIS Utility Infrastructure Security Storage Network Integrated Management System

13 Visit our demo areas Would you like to see a demo? Do you have a question for one of our solution consultants? For one of our Partners? Stop by and visit outside Polaris

14 Let s get started Please join me in welcoming our first speaker for today

15 Wrap Up Chris Sortzi, VP of Public Sector RightNow Technologies March 19, RightNow Technologies, Inc.

16 The RightNow Customer Community The RightNow Customer Community provides RightNow clients with exclusive access to tools and resources that will help them optimize their deployment and deliver superior constituent experiences. Available Tools and Resources: Support Education & Training Professional Services Events Library Discussion Forums Government Forums Feedback To access the community:

17 2008 RightNow Summit 10 th Annual User Conference The Broadmoor Hotel Colorado Springs, CO October 5-8, 2008 Come together with your industry community. Learn more about RightNow solutions and strategic business processes. Walk away with new ideas and best practices. Hear about new trends and innovations that will enable you to move forward with your customer experience strategies.

18 Thank You 2008 RightNow Technologies, Inc.