RightNow offers cloud-based customer monitoring

RightNow users can monitor whether customers are tweeting about them

RightNow Technologies has updated its on-demand customer relationship management software with improved analytics and cloud-based customer monitoring.

RightNow May 09 builds on the firm's operational reporting capabilities by offering advanced managerial analytics using the software-as-a-service model, including a purpose-built data warehouse to enable complex predictive analytics, trending and time-slice analysis.

The company has also reached out to the cloud to enable clients to monitor customers' conversations about pre-determined terms, and provide the ability to respond in real time.

RightNow May 09 is currently set up to monitor Twitter and YouTube, and can allow agents to filter conversations via its SmartSense sentiment analyser to determine whether they are positive or negative, according to RightNow vice president of products David Vap.

"Many products monitor the cloud - TweetDeck, for example - but some large organisations need systematic ways of closing the loop with these guys," he explained.

RightNow May 09 also includes a Cloud Links capability, enabling organisations to include links to profile pages in various social networking sites in any outbound communications such as emails or surveys.