After announcing the acquisition of Endeca last week, Oracle unveils new plans for buying customer service cloud provider RightNow.
On October 18, Oracle announced that the company is buying Endeca, a provider of unstructured data management, web commerce and business intelligence solutions. One week later, Oracle is opening its pocketbook to shell out US $43 a share for RightNow, which adds up to approximately US $1.5 billion net of cash and debt. The deal is expected to be finalized by late 2011 or early 2012. Back in June, Oracle made headlines when it acquired FatWire Software, a web enterprise content management vendor, as part of its strategy "to provide the broadest unified software suite for web experience management."
Headquartered in Montana and with more than 1,000 employees worldwide, RightNow provides cloud-based customer service software and solutions to approximately 2,000 organizations, including Yahoo!, Orbitz, Travelocity and PayPal. RightNow solutions cater to a diverse customer base of government organizations, retailers, higher education institutions, travel and leisure providers, financial services providers and others.
With RightNow in its arsenal, Oracle has a new Software-as-a-Service (Saas) and Platform-as-a-Service (PaaS) offering. Oracle provides the marketing and sales experiences, while RightNow provides the customer service and support cloud. RightNow solutions enable customers to research, purchase or resolve issues from any device, while also providing customer records management and personalized interactions with consumers for its business clients.
Founded in 1997, RightNow products include the RightNow CX Suite, a cloud-based platform for delivering customer experiences across different channels. The RightNow Social Experience offering allows companies to monitor social media and foster online customer communities. The company's Web Experience solution helps customers research and purchase products and access customer service from any device.
Oracle's announcement today coincides with the start of the RightNow 2011 Global Summit, which kicks off today in Colorado Springs. Summit 2011 Europe will be held October 31 through November 2 in the UK, and Summit 2011 APAC will run November 8 through 10 in Australia.