Cloud monitor and enterprise analytics

RightNow has added cloud monitor and enterprise analytics to its on demand CRM system, RightNow May ’09. The Cloud Monitor tracks external conversations about products, services and brands, as they occur on the social web. It tracks both Twitter and YouTube; and support for other social networking sites like Facebook, MySpace and LinkedIn is planned for the future. RightNow Enterprise Analytics provides deep analysis on the internal data collected through direct customer interactions.

The Cloud Monitor helps companies follow discussions on social networking sites. Based on what the Cloud Monitor reports, an organisation can use RightNow Service to initiate next steps; follow-up can range from updating information on the website to the automatic creation of a service incident or proactive outreach. It also uses RightNow’s SmartSense emotion detection to dynamically scan the text of tweets (and other content) and assess how consumers feel about a business. For example, a negative emotion score could be prioritised for immediate action.

The Enterprise Analytics taps data from external sources to deliver broader insights into the contact centre, supports advanced trending, time-slice analysis, predictive analysis and complex metrics, and provides one consolidated analytics solution, including data warehouse, ETL, OLAP engine and reporting engine to simplify deployments, ease administration and reduce costs.