NASA Shared Services Center Goes Live in RightNow Secure Government Cloud

RESTON, Va.--(BUSINESS WIRE)--RightNow (NASDAQ: RNOW) today announced that the NASA Shared Services Center (NSSC) is live within the RightNow Secure Government Cloud. The RightNow Government Cloud meets mandated levels of security certification and accreditation (C&A) including the Federal Information Security Management Act’s (FISMA) (NIST 800-53) moderate compliance levels.
  
NSSC Provides On-Demand Citizen Support

The NSSC is using RightNow CX customer experience solutions in an attempt to improve operational efficiencies. The NSSC, which offers services to NASA in the areas of financial management, human resources, information technology, and procurement, recognized that its website presented an opportunity for cost savings and continuous improvement.

On average, in 2010, the NSSC Customer Contact Center (CCC) received more than 7,000 monthly inquiries. The goal of the implementation was to reduce call center inquiries and the associated costs. To address this challenge, the NSSC utilized RightNow CX to implement “Tier-0” self-service. Tier-0 self-service anticipates needs and empowers end users to find online answers to questions.

“RightNow works with over 170 government agencies to provide employees and citizens with easier access to accurate information—helping to improve efficiency and lower costs,” said Kevin Paschuck, VP, Public Sector, RightNow. “As such, we are pleased that RightNow is able to assist the NSSC in enhancing constituent experiences.”

About the NSSC

The NSSC is a public/private partnership between NASA and Computer Sciences Corporation Service Providers. The NSSC consolidated selected activities from all NASA Centers in the areas of: Financial Management, Human Resources, Information Technology, and Procurement. With continuous improvement, the NSSC will be able to provide timely, accurate, high-quality, cost-effective, and customer-focused support for NASA. The savings NASA realizes from creating the NSSC will free resources that will be redirected to NASA's core missions.

About RightNow Technologies

RightNow is helping rid the world of bad experiences one interaction at a time, eight million times a day. A leader in bringing the Cloud delivery model to government, RightNow has successfully served the US government for more than ten years. RightNow CX, the customer experience suite, helps agencies deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the secure government cloud. With RightNow, agencies are able to drive citizen engagement, reduce the cost of operations and increase information transparency within the secure government cloud.

Over 170 government agencies including nearly every U.S. cabinet level agency, Army, Marines, Air Force, members of the Intelligence Community, and DoD, rely on RightNow’s cloud based solutions to answer the call for better citizen service—providing the right information, at the right time, seamlessly across multiple channels. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

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