RightNow Adds Social Networking Tracking

Bozeman, Montana-based customer relationship software provider RightNow announced today that the firm has added new capablities to its software, and added monitoring of conversations on Twitter, YouTube, Facebook, MySpace, and LinkedIn. According to the firm, the capabilities--which showed up in its May release of its CRM software--will allow companies follow discussions on social networking site. Those capabilities will allow firms using its software to proactively outreach to customers, automatically create service incidents, or update information on a web site. RightNow also said that the new offering--named "Cloud Monitor"--will also look to gauge the emotion in Tweets and other content to determine how a consumer is feeling about the business, to help in prioritizing responses.