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Oracle Wastes No Time Expanding Cloud CRM Service

Earlier this month Oracle officially announced Oracle Public Cloud, a service providing users a managed and operated cloud infrastructure for running Oracle Fusion Apps, Middleware, Datacase and Java.

Now, Oracle announced plans to acquire RightNow Technologies for $1.5 billion. RightNow is recognized as a global leader for its approach to delivering their Customer Service Cloud with integrated services across web, social networks and contact centers.

“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,” Thomas Kurian, executive vice president of Oracle Development, said in a statement. “RightNow’s leading customer service cloud is a very important addition to Oracle’s Public Cloud.”

Customer Service Management Enhanced

That very important addition exponentially increases Oracle’s customer experience platforms. Oracle Public Cloud already offers: Sales Cloud, Marketing Cloud, Human Resources Cloud, Talent Cloud, Social Network Cloud, Java Cloud, Database Cloud; RightNow combines the final piece with a leading Customer Service Cloud. Oracle anticipates the merger expansion to enhance customer experience and service platforms in both business-to-consumer (B2C) and business-to-business (B2B), with a unified, personalized business customer experience.

Social Media Interface

RightNow’s social experience uniquely combines customer experience with proactive, highly personalized communications and analytics, aptly named RightNow Engage. Engage manages interactions across the social Web, such as Facebook, as a fully integrated part of the customer experience, while also delivering end-to-end management of the customer journey through unified records, interfaces and knowledge.

Oracle’s Public Cloud goal provides an easy access “one stop shop” with CRM service, and RightNow customer service cloud enhances customer loyalty, increases revenue and reduces costs. Earlier this month, analyst Trip Chowdhry of Global Equities Research said the Oracle Public Cloud could challenge “Oracle is the only vendor that provides a comprehensive Suite of enterprise solutions in the cloud, which includes both the Application Services and Platform Services,” he wrote in a research note.

The merger is expected to close late this year or early 2012.

For more information on Oracle CRM and other solutions be sure to explore our full listing of blog posts on cloud CRM tools.