RightNow Product Roadmap

1. RightNow Product Roadmap September 2007

2. Agenda • Building on your investment • Customer trends • RightNow’s approach to CRM • RightNow version 8 overview • What’s new in 8.2 • What’s coming in RightNow November 07 • Q&A

3. Simple Escalation & Consistent Answers Customer Choice Proactive Engagement Cost Savings Customer Satisfaction Profit Center Value Innovation Building on Your Investment Drive Sales Drive Demand Multi -Channel Service Agent Assisted Service Self - Service

4. Now on Quarterly releases w/ Service Packs Receive feedback earlier Deliver new features faster Reduce risk Increased predictability Supported for 24 months New Agile Product Process Building on Your Investment: 2007 Dev & Feature Test Q Releases 8.1 8.1 System Test 8.2 8.2 8.3 8.3 2008 Q1 2008 Q2 2008 Q3 2008 Q4

5. Building on Your Investment: 2007 Next Generation Enterprise Desktop Enterprise Integration Framework • Productive agent workspace • User configurable views • Powerful end user analytics • Vertical solutions • Expanded integration options with • RightNow Connect • Integration Framework • Developer Toolkit • Developer Community • Interactive Data Dictionary May (8.1) 2007 Feb (8.0) 2007

6. Building on Your Investment: 2007 Next Generation Agent Desktop Enterprise Integration Framework • Productive agent workspace • User configurable views • Powerful end user analytics • Vertical solutions • Expanded integration options with RightNow Connect • Integration Framework • Developer Toolkit • Developer Community • Interactive Data Dictionary May (8.1) 2007 Feb 2007

7. Building on Your Investment: 2007 Broadest and Deepest Multi-Channel Contact Center Support • Extending knowledge across the web • Chat for the enterprise • Voice routing based on customer info • Automatic insight from feedback • Email best practices November 2007 August (8.2) 2007 Next-Generation Web Self-Service Experience • Web 2.0 self service experience • Distribute KB answers throughout website • Global customer experience with 33 languages • Expanded platform and OS support

8. Building on Your Investment: 2007 Broadest and Deepest Multi-Channel Contact Center Support • Extending knowledge across the web • Chat for the enterprise • Voice routing based on customer info • Automatic insight from feedback • Email best practices November 2007 August (8.2) 2007 “Knowledge Everywhere” • Knowledge syndication widget • Improved end user experience • Global reach with 33 languages • Expanded platform and OS support

9. Offering multi-channel choice Move from web self-service to seamless multi-channel service New channels gaining adoption – chat, voice self-service, forums Using contact center as launching point for selling opportunities Do Not Call CAN-SPAM regulations Growth of sales/marketing responsibilities within contact center Quotas Leveraging service conversation to cross-sell/upsell Continued growth in use of remote agents Home-based growing Peak time expansion Specific skills/domain expertise/desirable cost structure Starting to augment traditional agents with domain experts Provide targeted expertise to resolve issue or deliver high value customer experience Growth in community interactions/influence Forums, IM, blogs, and social networking sites Trends we are seeing

10. RightNow Approach to CRM RightNow CRM Approach Typical CRM Approach Sales Rep Customer 50% want the ability to ‘chat’ with a customer service representative 36% find it most gratifying when email messages are answered quickly when contacting an organization 46% find it most gratifying to quickly and easily find the information they need online VP Marketing VP of Service 80% of consumers will never go back to a company after a negative experience Sales in support of inbound and outbound selling Marketing in support of proactive communications Services across all channels

11. Our Four Core Product Strategies • eService leadership: • Maintain leadership through continuous investment and innovation 2. Multi-channel contact center: • Comprehensive solution for the contact center • Address all channels used by the customer 3. Consumer Centric CRM: • Consumer empowerment and personalization • Proactive engagement 4. RightNow technology ecosystem: • Simple environment for enhancing RightNow CRM with additional capabilities • Easy access to development environment for integration and testing

12. RightNow – Q3 2007

13. 8.2 August 2007 Release What’s new… • Sitemap Protocol Support • Live (Chat) Enhancements • CAN-SPAM Best Practices • Personalized Voice Routing • Usability Enhancements • Analytics • Feedback

14. Sitemap Protocol Support • What are Sitemaps? • Sitemaps are an easy way for webmasters to inform search engines such as Google about pages on their sites that are available for crawling. • Sitemap Feature Description: • Facilitates Google’s (and other major search engines) spidering of your public RightNow knowledgebase content. • Benefits: • Allows you to control how search engine spiders visit and consume your knowledgebase content. • Helps your content be more available in Google/Yahoo web searches.

15. RightNow Live (Chat) • Chat Benefits • Drives self-service adoption by delivering superior online customer experiences that: • Provide agents opportunities to drive customers towards self-service channels • Helps build customer confidence in effectiveness and value of online channel • Facilitates proactive customer engagement, which increases loyalty • Helps drive online revenues by enabling successful transactions

16. RightNow Live (Chat) Enhancements • Improved scalability and customer experience • Increased scalability of simultaneous chat sessions • Callers are automatically reconnected with agent if chat session is dropped (dial-ups) • Additional trending analysis capabilities • Business users can see trend analysis on key interaction metrics - # of chat sessions, avg. wait time, avg. duration by agent/group of agents • Full integration into the RightNow OnDemand Desktop • With Smart Assistant™, agents see suggested answers based upon chat content with a single keystroke • Agents can send a standard response with a single keystroke - for speed and consistency • Agents can append chat history to existing incident • Agents can store chat history for a contact without creating an incident • Agents can create an opportunity within a chat session • Agents can see the next chat session information automatically displayed in a tab with flashing indicator – “Push” capability

17. Integrated “On demand Desktop” chat controls Agents can now append incidents during a chat session Agents can now create incidents during a chat session RightNow Live Screens Ability for the agent to elect for wrap-up time after a chat One click “opportunity” generation process for the agent All chat sessions are recorded in the DB – regardless if an incident is created.

18. Marketing Enhancements • Built in CAN-SPAM best practices for email campaigns • Automatically tests email messages for the physical address in the content, a working unsubscribe mechanism, and the customer’s opt-out preferences • Provides a visual checklist of other CAN-SPAM compliance practices that should be evaluated prior to initiating the campaign

19. Voice Enhancements • Personalized One-Number Routing driven by phone # (ANI) lookup of contact info: Enhances the customer experience by automatically and dynamically personalizing the voice call flow and questions based on information about the customer. • Examples: • A “gold” class customer could be automatically routed to the specialized agent queue for gold customers • A customer calls in and their last interaction with the company is a closed support incident. The voice system asks them whether they would be willing to participate in a brief survey regarding that experience • A person who last purchase was a particular product could be presented with a voice menu with a cross-sell offer

20. 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

21. Visual Exceptions in Reports

22. 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. • Gauging level of satisfaction with a newly launched product • Monitoring post-call satisfaction trend

23. RightNow– Q4 2007

24. Q4 (November ’07) Release - What’s new… • End User Page Redesign • Knowledge Syndication Widget • Usability Improvements • Analytics • Feedback/Marketing • Workspace Designer • Platform Support • Vista OS Support for Agent Desktop • 12 Additional Languages • Remote Deployment Support

25. New Naming Convention • Starting with November ’07 Release, we are eliminating numerical release naming convention (e.g. 8.1, 8.2) • Name releases as “RightNow <Month, Year>” • Example: RightNow November ’07

26. End User Page Redesign - Home • Updated look and feel for our out-of-the-box end-user pages

27. End User Page Redesign - Home • Updated look and feel for our out-of-the-box end-user pages

28. End User Page Redesign - Answers

29. Knowledge Syndication Widget • Some typical use cases • Embed sales-related KB answers on an e-commerce product page outside the support section of the web site (e.g. FAQs, How Tos, Sys Requirements) • Embed support-related KB answers on a partner’s support page • Knowledge content dynamically segmented to display the answers that are appropriate to the web page context • Displays standard support answers for a particular product ID or product category • Can define additional answer categories appropriate to page purpose • Define answer categories like “FAQs”, “How Tos”, “System Requirements” and display answers appropriate for an e-commerce scenario

30. Knowledge Syndication Widget Example Screen Shot

31. Analytics Usability Enhancements • In-line editing of reports for improved productivity

32. Feedback Usability Improvements • Feedback • Ability to double-click on page thumbnail in designer to view questions on page • Ability to proof a web survey

33. Workspace Designer Usability Enhancements • Ability to • Preview workspace • Set profile access for a workspace area as read-only

34. 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 Server 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 locked down OS permission installations (via network)

35. Additional Languages • 12 additional languages will be added in the Q4 -07 release for a total of 33 supported languages and dialects • Russian • Hungarian • Lithuanian • Estonian • Latvian • Greek • Romanian • Bulgarian • Ukrainian • Slovenian • Croatian • Serbian

36. Analytics Usability Enhancements • Additional chart types • Funnel, pyramid, donut chart types now available

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

38. 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

39. Thank you!

40. RightNow 8.1 – Q2 2007

41. RightNow 8.1TM Designed to deliver superior customer experiences by … • Providing instant access to accurate information regardless of the interaction channel • Enabling a complete view of the customer from disparate corporate systems in an on-demand world • Delivering timely and cost-effective means of integration • Sharing best practices through an open developer community

42. RightNow 8.1 What’s new… • RightNow Connect™ • Data, business process, desktop, packaged application, and communication integration • Genesys Partnership Announcement • Foreign Language Support • Interactive Real-time Data Dictionary

43. The Integration Challenge • In order to provide a positive customer experience, all information regarding a customer should be accessible to employees at the point of a customer interaction • Customer information often resides in multiple systems making ease of access a constant challenge • Larger enterprises have complex IT environments that require a comprehensive approach to integration • On Demand applications should use standards-based approaches to integrating into the broader enterprise

44. RightNow ConnectTM is The Answer RightNow Connect is a standards-based Services Oriented Architecture (SOA) framework enabling the key integrations performed by our clients • Data Integration: Provides the ability to share and pass data between RightNow and other systems in either real-time or batch mode • Business Process Integration: Provides the ability to integrate RightNow data or functionality into Business Process Management systems • Desktop Integration: Provides the ability to integrate RightNow OnDemand Desktop with other desktop applications • Packaged Application Integration: Provides the ability to connect to other packaged applications by using custom or pre-built adapters • Communications Adapters: Provides specialized and seamless connectivity for RightNow and prevalent call center technologies. • Open Developer Community for sharing best practices

45. RightNow ConnectTM Overview

46. RightNow Connect Use Case Examples • Desktop Integration: An agent handling an inbound call needs to have access to the customer’s order information to see which products were purchased. They are able to view this within RightNow on an embedded tab that displays that customer’s order information in real time. • Data Integration: The customer tells an agent that they want to update their shipping address. Through the RightNow OnDemand Desktop, the agent updates this information and RightNow Connect simultaneously updates the information in the order system and the customer database. • Business Process Integration: The company has adopted a BPM system to manage the warranty claim process. When a claim is submitted, a contact center agent must follow up with the customer to gather additional claim information to process the claim. The BPM system uses RightNow Connect to create an incident to initiate the outbound call. • Packaged Application Integration: A RightNow business partner provides a pre-built adapter for connecting RightNow OnDemand CRM to SAP for order initiation. • Communications Integration: The agent accepts an incoming call and RightNow Connect enables the customer record to be identified and automatically presented to the agent. The agent also is able to accept the inbound call with a single click.

47. Genesys Partnership Announcement • RightNow OnDemand Desktop now seamlessly integrated with Genesys as part of RightNow Connect • Pre-built adapter for Genesys 7.5 • Call control toolbar in agent desktop • Screen pops • Click-to-dial • Agent level CTI analytics • Benefits • Improved agent productivity • Reduced agent handle times • Improved caller experience

49. RightNow Connect Benefits • Facilitates superior customer experiences by enabling access to relevant customer information and interaction history at the “moment of truth” • Enables the development of seamless processes between RightNow and other enterprise applications • Allows quick and efficient response to changing customer and business needs utilizing an Services Oriented Architecture (SOA) approach • Allows enterprises to take further advantage of SaaS time to value and reduced risk

50. Foreign Language Support Global reach in delivering an excellent customer experience • Wide breadth of language support with 21 native languages and dialects supported within the RightNow OnDemand desktop.