UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
SCHEDULE 14A
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RightNow Technologies, Inc.
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Filed by Oracle Corporation
Pursuant to Rule 14a-12 under the Securities Exchange Act of 1934
Subject Company: RightNow Technologies, Inc.
Commission File No.: 000-31321
Oracle Buys RightNow
Adds Leading Customer Service Cloud Offering to Oracles Public Cloud
Redwood Shores, CA October 24, 2011
Oracle today announced that it has entered into an agreement to acquire RightNow Technologies, Inc. (NASDAQ: RNOW), a leading provider of cloud-based customer service, for $43.00 per share or approximately $1.5 billion net of RightNows cash and debt. RightNows Customer Service Cloud helps organizations deliver exceptional customer experiences across call centers, the web and social networks. Together, Oracle and RightNow can enable a superior customer experience at every contact and across every channel.
The Board of Directors of RightNow Technologies has unanimously approved the transaction. The transaction is expected to close by late 2011 or early 2012, subject to RightNow stockholder approval, certain regulatory approvals and customary closing conditions.
Oracle is moving aggressively to offer customers a full range of Cloud Solutions including sales force automation, human resources, talent management, social networking, databases and Java as part of the Oracle Public Cloud, said Thomas Kurian, Executive Vice President, Oracle Development. RightNows leading customer service cloud is a very important addition to Oracles Public Cloud.
RightNows products add leading customer experience capabilities that help empower companies to interact with and provide a consistent experience to customers across channels, said Greg Gianforte, CEO, RightNow. We look forward to combining our complementary capabilities along with maintaining and expanding our presence in Bozeman, Montana in order to better service our customers.
More information on this announcement can be found at http://www.oracle.com/rightnow.
About Oracle
Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NASDAQ:ORCL), visit www.oracle.com.
Trademarks
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.
Cautionary Statement Regarding Forward-Looking Statements
This press release contains certain forward-looking statements about Oracle and RightNow, including statements that involve risks and uncertainties concerning Oracles proposed acquisition of RightNow, anticipated customer benefits and general business outlook. When used in this press release, the words anticipates, can, will, look forward to, expected and similar expressions and any other statements that are not historical facts are intended to identify those assertions as forward-looking statements. Any such statement may be influenced by a variety of factors, many of which are beyond the control of Oracle or RightNow, that could cause actual outcomes and results to be materially different from those projected, described, expressed or implied in this press release due to a number of risks and uncertainties. Potential risks and uncertainties include, among others, the possibility that the transaction will not close or that the closing may be delayed, the anticipated synergies of the combined companies may not be achieved after closing, the combined operations may not be successfully integrated in a timely manner, if at all, general economic conditions in regions in which either company does business, and the possibility that Oracle or RightNow may be adversely affected by other economic, business, and/or competitive factors. Accordingly, no assurances can be given that any of the events anticipated by the forward-looking statements will transpire or occur, or if any of them do so, what impact they will have on the results of operations or financial condition of Oracle or RightNow.
In addition, please refer to the documents that Oracle and RightNow, respectively, file with the U.S. Securities and Exchange Commission (the SEC) on Forms 10-K, 10-Q and 8-K. These filings identify and address other important factors that could cause Oracles and RightNows respective operational and other results to differ materially from those contained in the forward-looking statements set forth in this press release. You are cautioned to not place undue reliance on forward-looking statements, which speak only as of the date of this press release. Neither Oracle nor RightNow is under any duty to update any of the information in this press release.
Additional Information about the Merger and Where to Find It
In connection with the proposed merger, RightNow will file a proxy statement with the SEC. Additionally, RightNow and Oracle will file other relevant materials in connection with the proposed acquisition of RightNow by Oracle pursuant to the terms of an Agreement and Plan of Merger by and among OC Acquisition LLC, a wholly owned subsidiary of Oracle, Rhea Acquisition Corporation, a wholly-owned subsidiary of Oracle, and RightNow. The materials to be filed by RightNow with the SEC may be obtained free of charge at the SECs web site at www.sec.gov. Investors and security holders of RightNow are urged to read the proxy statement and the other relevant materials when they become available before making any voting or investment decision with respect to the proposed merger because they will contain important information about the merger and the parties to the merger. Oracle, RightNow and their respective directors, executive officers and other members of its management and employees, under SEC rules, may be deemed to be participants in the solicitation of proxies of RightNow stockholders in connection with the proposed merger. Investors and security holders may obtain more detailed information regarding the names, affiliations and interests of certain of Oracles executive officers and directors in the solicitation by reading the proxy statement and other relevant materials filed with the SEC when they become available. Information concerning the interests of RightNows participants in the solicitation, which may, in some cases, be different than those of RightNows stockholders generally, is set forth in the materials filed with the SEC on Form 10-K and will be set forth in the proxy statement relating to the merger when it becomes available.
Contact Info
Carol Sato Oracle Corporate Communications +1.650.633.5551 carol.sato@oracle.com |
Ken Bond Oracle Investor Relations +1.650.506.4073 ken.bond@oracle.com |
Filed by Oracle Corporation
Pursuant to Rule 14a-12 under the Securities Exchange Act of 1934
Subject Company: RightNow Technologies, Inc.
Commission File No.: 000-31321
Oracle
Buys RightNow Adds a Leading Customer Service Cloud Offering to the Oracle
Public Cloud October 24, 2011 |
2
Oracle is currently reviewing the existing RightNow product roadmap and will be providing guidance to
customers in accordance with Oracle's standard product communication policies. Any resulting
features and timing of release of such features as determined by Oracle's review of RightNow's product
roadmap are at the sole discretion of Oracle. All product roadmap information, whether
communicated by RightNow or by Oracle, does not represent a commitment to deliver any material,
code, or functionality, and should not be relied upon in making purchasing decision. It is intended for information
purposes only, and may not be incorporated into any contract. Cautionary Statement Regarding Forward-Looking Statements This document contains certain
forward-looking statements about Oracle and RightNow, including statements that involve risks and uncertainties concerning
Oracle's proposed acquisition of RightNow, anticipated customer benefits and general business
outlook. When used in this presentation, the words "anticipates", can",
will, "look forward to", "expected" and similar expressions and any other statements that are not historical facts are intended to identify
those assertions as forward-looking statements. Any such statement may be influenced by a variety
of factors, many of which are beyond the control of Oracle or RightNow, that could cause actual
outcomes and results to be materially different from those projected, described, expressed or implied in this
presentation due to a number of risks and uncertainties. Potential risks and uncertainties include,
among others, the possibility that the transaction will not close or that the closing may be
delayed, the anticipated synergies of the combined companies may not be achieved after closing, the combined operations
may not be successfully integrated in a timely manner, if at all, general economic conditions in
regions in which either company does business, and the possibility that Oracle or RightNow may
be adversely affected by other economic, business, and/or competitive factors. Accordingly, no assurances can be
given that any of the events anticipated by the forward-looking statements will transpire or
occur, or if any of them do so, what impact they will have on the results of operations or
financial condition of Oracle or RightNow.
In addition, please refer to the documents that Oracle and RightNow, respectively, file with the U.S.
Securities and Exchange Commission (the SEC) on Forms 10-K, 10-Q and
8-K. These filings identify and address other important factors that could cause Oracle's and RightNow's respective operational and
other results to differ materially from those contained in the forward-looking statements set
forth in this presentation. You are cautioned to not place undue reliance on
forward-looking statements, which speak only as of the date of this presentation. Neither Oracle nor RightNow is under any duty to update any of
the information in this presentation.
Additional Information about the Merger and Where to Find It In connection with the proposed
merger, RightNow will file a proxy statement with the SEC. Additionally, RightNow and Oracle will file other relevant
materials in connection with the proposed acquisition of RightNow by Oracle pursuant to the terms of
an Agreement and Plan of Merger by and among, OC Acquisition LLC, a wholly owned subsidiary of
Oracle, Rhea Acquisition Corporation, a wholly-owned subsidiary of Oracle, and RightNow. The materials to
be filed by RightNow with the SEC may be obtained free of charge at the SEC's web site at www.sec.gov.
Investors and security holders of RightNow are urged to read the proxy statement and the other
relevant materials when they become available before making any voting or investment decision with
respect to the proposed merger because they will contain important information about the merger and
the parties to the merger. Oracle, RightNow and their respective directors, executive officers
and other members of its management and employees, under SEC rules, may be deemed to be participants in the
solicitation of proxies of RightNow stockholders in connection with the proposed merger. Investors and
security holders may obtain more detailed information regarding the names, affiliations and
interests of certain of Oracle's executive officers and directors in the solicitation by reading the proxy statement and
other relevant materials filed with the SEC when they become available. Information concerning the
interests of RightNow's participants in the solicitation, which may, in some cases, be
different than those of RightNow's stockholders generally, is set forth in the materials filed with the SEC on Form 10-K and will
be set forth in the proxy statement relating to the merger when it becomes available.
|
3
What We Are Announcing
Oracle buys RightNow
About RightNow
Combination creates the most advanced and comprehensive
Software-as-a-Service (SaaS) and Platform-as-a-Service
(PaaS) offering
RightNow is a leading provider of cloud-based customer service software that
helps organizations deliver exceptional customer experiences across the
web, social networks and contact centers
Headquartered in Bozeman, Montana, with over 1,000 employees worldwide
Nearly 2,000 organizations rely on RightNow across a wide range of
consumer-centric industries
Oracle provides: Sales Cloud, Marketing Cloud, Human Capital Cloud, Talent
Management Cloud, Social Network Cloud, Database Cloud, Java Cloud, Data Cloud,
Security Cloud
RightNow provides: Customer Service Cloud
Adds a leading customer service cloud offering to the Oracle Public Cloud
Oracle to purchase RightNow for $43.00 per share, or approximately $1.5 billion
net of cash and debt
Transaction is expected to close in late 2011 or early 2012
|
Fusion
HCM
Fusion
Talent
Database
Service
Java
Service
Oracle
Social
Network
Data
Service
Security
Service
Oracle Adds RightNows Customer Service
Cloud to the Oracle Public Cloud
Customer
Service
Fusion
Sales and
Marketing
4 |
RightNows Customer Service Cloud
Delivers Exceptional Customer Experiences Across Service Channels
RightNow Web Experience
Provides a rich online customer
experience solution to research,
purchase, or resolve issues from any
device
RightNow Social Experience
Manages interactions across the social
Web as a fully integrated part of the
customer experience
RightNow Contact Center Experience
Delivers end-to-end management of
the customer journey through unified
records, interfaces and knowledge
RightNow Engage
Enhances the customer experience
with proactive, highly personalized
communications informed by
integrated analytics
5 |
Delivering Great Experiences Throughout the
Customer Journey
Consumer (B2C) and business (B2B)
customers move through a closed-loop,
continuous journey
Market and sell during the buying phase
Support and serve once they own
Customers require a simple, consistent,
relevant experience throughout the journey
Implemented across all channels of
interaction
Exceptional customer experiences create
loyalty, advocacy and repeat business
Integrated solutions can help deliver
seamless customer experiences, grow
revenue and reduce costs
6
Purchase
7
Market
and
Sell
Support
and
Serve
6
3
4
8
5
1
2
The Customer Journey |
Oracle
and RightNow Deliver a Complete B2C Customer Experience
Oracles Fatwire
Oracle Siebel
Marketing
Endeca (pending)
Oracle ATG
Commerce
Oracle Financials,
Procurement and
Supply Chain
RightNow Service
RightNow Service
RightNow Service
Purchase
Market
and
Sell
Support
and
Serve
Serves the anytime, anywhere consumer
in a seamless, personal way
Across all channels: the web, in a store,
over the phone, via mobile device
Increases customer satisfaction
Drives loyalty and advocacy
Empowers todays brand manager
Strategic tools and applications that
enable personalized interactions with
consumers
Engage, sell to and service consumers
across all channels and devices
Accelerates acquisition of new
customers, maximizes customer
retention, and improves operational
efficiency
3
4
8
7
5
1
2
6
1
2
3
4
5
6
7
8
7 |
8
Oracle and RightNow
Deliver a Complete B2B Customer Experience
4
6
Fusion Marketing
Fusion Marketing
Fusion Opportunity
Management
Fusion Sales Force
Automation
Fusion Financials,
Procurement and
Supply Chain
Oracle InQuira
RightNow Service
RightNow Service
Enables an effective commerce-
anywhere environment
Provides a consistent cross-channel
experience to business customers
Delivers a unified view of the business
customer
Gives a complete view of the business
customer, including orders, products and
promotions
Efficiently creates and manages a
unified, personalized business customer
experience across all product categories,
brands and sites (online and in-store)
Accelerates acquisition of new
customers, maximizes customer
retention, and improves operational
efficiency
Purchase
5
Market
and
Sell
6
7
8
4
3
2
1
Support
and
Serve
1
2
3
7
8
5 |
9
Oracle and RightNow
Provide a Unified, Personalized Experience Across All Channels and
Customer Touch Points
Consistent customer experience
across all channels
Consumer customers and business
customers
Web, contact center, social
networks, stores, branches and sales
teams
Marketing, sales and service
applications drive the superior
customer experience
Oracle provides the marketing and
sales experiences
RightNow provides the service and
support experiences |
10
RightNows Global Customers Include Leaders
Across Industries
High
Tech
Retail and
Consumer
Goods
Telecom
Travel and
Hospitality
Financial
and
Insurance
Government
and
Education
* Customer Information and Logos Provided by RightNow
|
11
British Airways Success Story
Improved Customer Experience and Reduced Inbound Email 60%
COMPANY OVERVIEW:
British
Airways is a full
service global airline,
offering year-round low
fares with an extensive
global route network flying
to and from centrally-
located airports
CHALLENGES:
Improve consistency of customer service
across channels for loyalty program members
Introduce AskBA,
an online service offering
for customers
RIGHTNOW PROVIDES:
RightNow Service, RightNow Web Self
Service, RightNow Email Management,
RightNow Incident Management
RESULTS:
60% reduction in inbound
55,000 customer questions answered weekly
through AskBA
Improved customer experience across British
Airways Executive Club
Decreased agent response times
* Customer Information and Logos Provided by RightNow
|
12
Overstock.com Success Story
Improves
Net
Promoter
Score
7x
While
Saving
$1
Million
Per
Month
On
Operations
COMPANY OVERVIEW:
Overstock.com is an online closeout
retailer offering discount, brand-name
merchandise for sale online
The company offers an opportunity to
shop for bargains conveniently, while
offering its suppliers an alternative
inventory liquidation distribution
channel
CHALLENGES:
Significantly improve the quality of the customer
experience across all communication channels
Improve contact center efficiency in order to cost-
effectively scale the business
Gain greater visibility into customer needs, market trends,
and opportunities for business process improvement
RIGHTNOW PROVIDES:
RightNow Service, RightNow Email Management,
RightNow Chat, RightNow Call Tracking, RightNow
Feedback
RESULTS:
NetPromoter score has seen nearly a 7x
improvement while customer satisfaction
scores have jumped 10%
Approx. $1M in savings per month from contact center
reductions
Email volume is down 72%; first-call resolution rates have
improved 10%; call handle times have been reduced by
25%
Ranked no. 4 retailer nationwide by National Retail
Federation
in
customer
service
-
one
year
after
not
making the top 150
* Customer Information and Logos Provided by RightNow
|
ABN AMRO
Success Story Increases Online Leads By 50%
COMPANY OVERVIEW:
ABN AMRO is a full service
bank servicing retail, private
and commercial banking clients
Based in the Netherlands, ABN
AMRO support clients with
banking and specialist sector
knowledge and their selective
international network
CHALLENGES:
Improve web service
Generate more sales leads on their
website
RIGHTNOW PROVIDES:
RightNow Intent Guide
RESULTS:
Improved the customer experience
by clarifying customer questions
and needs
Increased online leads by 50%
Improved cost-effectiveness of their
customer-facing solutions
* Customer Information and Logos Provided by RightNow
13 |
14
RealNetworks Success Story
Improves Customer Satisfaction and Consumer Experience
COMPANY OVERVIEW:
RealNetworks creates products and
services that make it easier for people to
access and enjoy digital media on the
devices and platforms they choose to use
RealPlayer®
has now been downloaded
more than 100 million times and plays
more audio and video files than any other
media player
CHALLENGES:
Increase agent efficiency
Customize incident tracking for each vertical business
Consolidate vendors
RIGHTNOW PROVIDES:
RightNow Service, RightNow Feedback,
RightNow Chat, RightNow Email Management,
RightNow Web Self Service, RightNow Call Tracking,
RightNow Contextual Workspaces
RESULTS:
40% of RealNetworks
customers resolve their issues
online without escalating to an agent
Reduced agent call handle times
Customer satisfaction has increased 10 absolute
points
Email response times dropped to less than 12 hours
Agents facilitate more than 250k chat sessions per
year
Less than 1% of online chat sessions are escalated
* Customer Information and Logos Provided by RightNow
|
15
RightNow brings
complementary
advantages to the
Oracle Public Cloud
Oracle offers best-in-class Sales Cloud, Marketing Cloud, Human
Resources Cloud, Talent Cloud, Social Network Cloud, Java Cloud,
Database Cloud; RightNow offers leading Customer Service Cloud
Oracles Sales and Marketing Cloud offers best-in-class customer
experience for B2B customers; RightNow offers leading customer
service for B2B
Oracles ATG Commerce and WebCenter offers best-in-class customer
experience for B2C customers; RightNow offers leading customer
service for B2C
Oracles BI, Middleware and ERP solutions can offer value to RightNow
customers
RightNows Customer
Service Cloud helps
deliver exceptional
customer service via
web, social networks
and contact centers
Recognized as a leader for its approach to delivering a Customer
Service Cloud with integrated service across web, social networks and
contact centers
RightNow is the customer experience fabric for nearly 2,000
organizations around the globe, currently serving more than 8 million
users per day
Experienced management team and employee base with specialized
skills for developing, selling, servicing, operating and supporting cloud
solutions
Oracle and RightNow
Complementary Public Cloud and Customer Experience Solutions
For more information please visit oracle.com/rightnow |
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