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RightNow Adds Social Network Monitor
US software firm RightNow has upgraded its on demand customer relationship management (CRM) solution to include Cloud Monitor - a social network content tracker - and Enterprise Analytics for dissecting internal data.
The Cloud Monitor helps companies follow discussions on social networking sites, and initiate next steps from site updates to customer contact. Using RightNow's unique SmartSense emotion detection to distinguish positive and negative comments, the Monitor tracks external conversations about products, services and brands on Twitter and YouTube and plans to add support for Facebook, MySpace and LinkedIn. Meanwhile Enterprise Analytics provides deep analysis on the internal data collected through direct customer interactions.
CEO Greg Gianforte comments: 'Today, companies can't force one-sided conversations with customers; enterprises must listen closely to what consumers are saying. RightNow's new Cloud Monitor and Enterprise Analytics help organisations take the next step in delivering great experiences by listening to and understanding customers.'
RightNow is headquartered in Bozeman, Montana and is online www.rightnow.com .
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