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Posted by Kate Leggett on October 24, 2011
It’s exciting to see the news of yet another acquisition in the world of customer service with the announcement of Oracle’s intent to acquire RightNow. Today’s contact center ecosystem is complex and comprised of a great number of vendors who provide overlapping and competing capabilities. I’ve previously blogged about what these critical software components are. The reason why these acquisitions are good is that they align with what customers want: a simpler technology ecosystem to manage from both a systems perspective and a contractual perspective. And suite solutions available from unified communications (UC), CRM, and workforce optimization (WFO) vendors are evolving and include comprehensive feature sets. These vendors have either built these capabilities out or acquired them via M&A activity — and we expect more M&A to happen.
Now, to focus on the RightNow acquisition. This acquisition, at a high level, is a win-win for both companies:
However, the success of this acquisition will reside in the details:
Attention to these sales, marketing, product direction, and customer service issues will make this acquisition successful.
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