1. © 2007 RightNow Technologies, Inc. Understanding the Power of RightNow 8™ David McCurrach Senior Solutions Consultant RightNow Technologies April 10, 2007

2. Agenda Overview: What’s New in RightNow 8 –Core product enhancements –RightNow Service™ – Incident Management –RightNow Marketing™ – Proactive Communication –RightNow Feedback™ – Surveys (old RightNow Metrics™) Product demonstration Upgrade Process

3. The RightNow Solution

4. -RightNow Service™ -Self-Service -Email Management -Chat -Knowledge Management -Incident/Case Management -RightNow Marketing™ -Proactive communications -Newsletters -Updates -RightNow Voice™ -Incident management -Knowledge management -Password reset -Contact management -And more… -RightNow Feedback™ -Surveys -Research

5. Solution Based Software Government SegmentsFunctional Programs Transportation Economic Growth & Development Housing Education Finance & Treasury Health and Human Services Agriculture Department of Defense Intelligence Political & Advocacy Groups Non-Profits Call Centers Citizen and Partner Portals Case Management Outreach Campaigns Event Management Web Self Service Voice Self Service Mobile Worker Support Outcome Tracking Outreach Notification Eligibility Determination Assessment & Triage Entitlement/Grant Management Evidence/Document Management

6. Core Product Enhancements SmartClient Technology –Rich user experience –Better performance New User Interface –Highly intuitive –Personalized business process management Workspace Designer –Role-based profiles –In-context analytics –Drag-and-drop screen layout customization

7. Incident/Case Management Enhancements Improved Agent Efficiency –Enhanced for “mouse-less” operation – “Tasks” enables additional level of workflow Enhanced Answer Management –Central answer information on one screen –New WYSIWYG editor Flexible Business Processes –High level of personalization –Graphical workflow management

8. Proactive Communication Enhancements Improved Mailing Controls –Recency/Frequency caps –Enhanced proofing Easy Content Creation –Improved WYSIWYG editor –Drag-and-drop Toolbox –Content Templates Enhanced Collaboration –Tasks –Notes –Audit Log

9. RightNow Feedback Capture feedback across all customer touch points Pre-built feedback templates –Customer advocacy management –Customer satisfaction monitoring –New product development Automate follow-up and analysis Replaces RightNow Metrics TM

10. RightNow Analytics In-line and contextual Report Design Center –Drag-and-drop creation –Real-time preview Customizable dashboards, reports, and homepages Historical trending

11. RightNow 8 Demo

12. How to Upgrade to RightNow 8: Step-by-Step Review RightNow Upgrade Documentation (Answer 1941) Submit incident to: rightnow.custhelp.com Work with Upgrade Team to set up test site Add your customizations to the upgrade test site Verify the data & functionality in your upgrade test site Train your staff Provide sign off on your upgrade test site via your Upgrade Checklist Execute your upgrade

13. Upgrade to RightNow 8 RightNow 8 SmartConversion Classes: Online and Regional –http://www.rightnow.com/support/education.html RightNow 8 Upgrade Services: – Contact your account manager for a personalized upgrade services package Step by Step instructions available at: –RightNow Support knowledge base, Answer ID 1941Answer ID 1941 –Also available through the “My Stuff” tab, by clicking the “Upgrade RightNow” linkUpgrade RightNow