Oracle continues to aggressively build out its complete CRM footprint by agreeing to purchase RightNow Technologies for $1.5 billion. RightNow is a provider of SaaS-based call center automation, sales force automation (SFA) and customer relationship management (CRM) services. It is really the service components of this deal that I expect to deliver the greatest value to customers in the next generation of Oracle CRM. RightNow is strong in the social media component of service, as well as call center and industry verticals.
The combination of the best in breed components from RightNow , the recent Inquira acquisition, and the current Oracle Siebel Service products bodes well for its customers and Oracle’s position in independent analyst rankings.