Chris Hamilton Director, Product Management Core Technologies

Transcription

1 RightNow Analytics Solution Overview Chris Hamilton Director, Product Management Core Technologies 2007 RightNow Technologies, Inc.

2 Agenda Analytics Solution Overview Product Demo What s new in RightNow 8.2 New Release Cycle Process and Roadmap Preview

3 RightNow Analytics Product Evolution RightNow 5 RightNow 6 RightNow 7.5 RightNow 8 Charting Dashboards Scheduling & Alerts New report designer Limited custom reports Custom report designer Export capabilities New dashboard designer 15 pre-built reports Data dictionary 150+ pre-built reports 300+ pre-built reports

4 RightNow Analytics Solution Overview 2007 RightNow Technologies, Inc.

5 RightNow Analytics Easily create tailored, actionable dashboards and reports Report Design Center Drag and drop report creation Real-time preview Customizable dashboards, reports and homepages Over 300 pre-built reports and dashboards Powerful Analytics Platform High performance Flexible and easy to use Robust analytic capabilities

6 Report Design Center Getting Started: Choose the type and format of report

7 Report Design Center Preview the report prior to saving Design tool bars provide access to commonly used functions: preview, choose layout, define permissions, set-up scheduling, etc. Use the report outline to easily add filters, drill paths, and report sections Design surface: drag and drop fields from the data dictionary to create reports

8 Report Layout Highly flexible report layout enables users to quickly and easily design custom reports Report Header Section: Add titles, text, images, dynamic text Drag section dividers to change section sizes Use rulers to help align objects; gridlines and snap-to-grid are also available Data Area: Create tables and charts Report Footer Section: Add text, page numbers, dates

9 Creating a Report Add columns simply by dragging and dropping from the data dictionary Pointers show where the column will drop Drag fields from multiple tables; RightNow automatically creates the joins in the background Fields display on the right when a table is selected

10 Define Reusable Report Style Templates Control placement and formatting of every element in the report

11 Complete Charting Control Choose chart type and spacing Control legend and label properties, size, font, border Specify gridlines Determine scale values and formatting Define conditional formatting Customize chart 3D settings Choose color palettes

12 Create Calculated Fields On-The-Fly Define complex expressions using the expression builder Choose from over 35 built-in calculated functions Simply drag functions to the report

13 Summary Calculations Choose the calculation to add (note available calcs depend on the field type) Right-click the column to apply the calculation

14 Additional RightNow Reporting Capabilities User-defined filters Unlimited report levels and drill paths Scheduled reports Conditional formatting thresholds and alerts Predefined layout options Add text and custom images Define cross-tabs, slice, multi-level sorts and rollups Advanced controls Data set and join modification Report permissions Audit log

15 Dashboard Design Center Click Clickpreview design to to return reviewtothe the da dashboard h o design Choose a dashboard layout to begin Library of available reports Dashboard workspace Drag reports onto the layout

16 Best Practice, Role-Based Reports & Dashboards Over 300 pre-built reports across Sales, Service and Marketing Tailored to individual roles: VP/Executive Mid-level Manager Frontline agent or rep Improve implementation times Most customers modify both pre-built reports as well as dashboards

17 Service Analytics Dashboards & Reports 15 New Dashboards Executive Overview Customer Satisfaction Operations Overview Telephone Operations Operations Chat Operations Employee Management Knowledge Gaps Publishing 76 New Reports Customer Satisfaction Response Rate Statistics Service Summary Personnel performance Chat activity

18 Marketing Analytics Dashboards & Reports Consolidated view of marketing activity with personalized homepages Access actionable knowledge and best practices with marketing dashboards Easily tailor reports with the Report Design Center Over 50 pre-built MA reports Drag-and-drop creation In-line view of ROI by campaign

19 Sales Analytics Dashboards & Reports 50+ new best practice sales reports 20+ new role-based dashboards Opportunity trending over time Powerful performance charting Forecasted and closed revenue by week Opportunity aging analysis Won/lost deals by week Monthly quota attainment

20 RightNow Analytics Demo 2007 RightNow Technologies, Inc.

21 Availability of RightNow 8.2 August 27, RightNow Technologies, Inc.

22 Analytics Usability Enhancements Shared best practices reports Business users can create and save public reports Visually highlighted exceptions in reports Custom images are displayed next to cells in reports to indicate they are above or below pre-determined thresholds. Customizable number of rows on report display Business users can define the number of items they want to display on each report page Saved filter defaults RightNow user can save the last filter they used and store it in their personal preferences. Profile access rights reports Admins can create reports to display profile members and their access to capabilities such as create incident and create survey. Easily find users that have access to a particular capability when changing access rights.

23 Feedback Enhancements Best practice trend reports Identify improvement or decline trends in areas of interest such as customer satisfaction Aggregate survey scores Text survey emotion detection ratings Emotion detection on text survey answers Determine the overall emotional sentiment for a particular text survey question. Example: Gauging level of satisfaction with a newly launched product and giving agents a report of negative survey results for follow up based upon strong negative emotional score to gather additional detailed feedback

24 New Release Cycle Process and Upcoming Release Preview 2007 RightNow Technologies, Inc.

25 Solution Development Process Goals Receive customer feedback earlier in development cycle Get new capabilities to customers more frequently and sooner Shorter cycles for reduced risk and increased predictability The new plan is Quarterly releases Q Releases Q Q Q Q Dev & Feature Test System Test 8.3

26 RightNow Solution Roadmap Overview Release Timeframe Q End User Page Redesign Knowledge Syndication Widget Usability Enhancements - Analytics - Feedback - Workspace Designer Platform Support - Vista Agent Desktop - On Premise - Linux/MySql 5 - Linux/Oracle 10g - Win2K3/SQL Svr Win2K3/Oracle 10g Remote Deployment Support

27 Analytics Usability Enhancements In-line editing of reports for improved productivity

28 Analytics Usability Enhancements Additional chart types Funnel, pyramid, donut chart types now available

29 Analytics Usability Enhancements In-line gauges for progress indication Circular, progress bar, linear gauges with more granularity

30 Analytics Usability Enhancements Additional best practice administration reports All scheduled reports Reports currently/currently not being utilized (in date range) Staff management Account permission access permission access rights available to each account Permission setting access accounts/profiles that have access to a particular permission setting e.g. edit incident Account workspace access which workspaces are being accessed by a specified account Workspace access which accounts/profiles have access to a specified workspaces Disabled accounts Logged-in users Custom fields list of custom fields configured on the site Standard responses list of all standard responses

31 Platform and Remote Deployment Support On-premise platforms in addition to our SaaS offering Linux glibc 2.4 / mysql 5. 0 / Apache 2.0 (SSL) Linux glibc 2.4 / Oracle 10g / Apache 2.0 (SSL) Win2K3 SP2 / SQL Svr 2005 SP1 / IIS 6.0 Win2K3 SP2 / Oracle 10g / IIS 6.0 Microsoft Vista OS Desktop Support New MSI installer delivers a single package of all required RightNow installation files Useful for remote or highly secure installations (via network, CD)

32 Additional Languages 12 additional languages will be added in the Nov. 07 release for a total of 33 supported languages and dialects. 1. Russian 2. Hungarian 3. Lithuanian 4. Estonian 5. Latvian 6. Greek 7. Romanian 8. Bulgarian 9. Ukrainian 10. Slovakian 11. Croatian 12. Serbian

33 Thank You! 2007 RightNow Technologies, Inc.