“The KCS Academy is pleased to have RightAnswers distinguish themselves as a KCS Verified v5 vendor," said Greg Oxton, Executive Director of the Consortium for Service Innovation.
Edison, NJ (PRWEB) December 21, 2012
RightAnswers, Inc., the #1 provider of knowledge management and self-service solutions, today announced that its RightAnswers Unified Knowledge Platform version 7.1 has been Knowledge-Centered Support (KCS) Verified v5 by the Consortium for Service Innovation. RightAnswers is only the second company to achieve KCS v5 verification. KCS is a methodology that reduces support costs while improving the user experience.
The Consortium for Service Innovation created and maintains the KCS methodology. With the idea that knowledge is the key asset of the support organization, the Consortium began work on KCS in 1992. The goal was to design and share best practices for capturing, structuring, and reusing knowledge. Organizations that leverage KCS in both their internal and external support organization can see dramatic improvements in incident resolution and training times, in customer satisfaction, and in analyst job satisfaction.
“The KCS Academy is pleased to have RightAnswers distinguish themselves as a KCS Verified v5 vendor," said Greg Oxton, Executive Director of the Consortium for Service Innovation. "The Verification process is thorough and challenging, and by completing the process, RightAnswers has demonstrated they align with and can support the KCS practices. We are happy to have them as early supporters of version 5 of the KCS Practices."
“Receiving KCS verification validates our commitment to knowledge-centered best practices in effort to deliver a first-class knowledge management platform to enhance our client's support organizations," explained Simon Yelsky, VP of Product Management and Client Support at RightAnswers. "With adoption of KCS principles, our customers can improve operational efficiency and customer satisfaction.”
The RightAnswers Unified Knowledge Platform, delivered via the cloud or on-premise, is a unique combination of knowledge management software, automation, content and services to optimize customer service and IT support operations. The platform is utilized by hundreds of clients supporting millions of users around the globe, including commercial enterprises, higher education institutions and government agencies.
About the Consortium for Service Innovation
The Consortium for Service Innovation is a nonprofit alliance of industry leading service and support organizations focused on developing innovative ways to improve customers' support experience. For more information about the Consortium, please visit: http://www.serviceinnovation.org.
About the KCS Academy
The KCS Academy aims to create a vibrant, valued network of KCS practitioners who support the successful adoption of KCS and contributes to the continuous improvement of the KCS methodology across all knowledge-intensive industries. For more information about the KCS Academy and KCS certification programs, please visit: http://www.thekcsacademy.net
RightAnswers is the #1 provider of knowledge management and self-service solutions and delivers a cloud-based and/or on-premise enterprise knowledge management platform to optimize customer service and IT support operations. The company’s flagship software – RightAnswers Unified Knowledge Platform – is utilized by hundreds of clients and millions of users around the globe, including commercial enterprises, higher education institutions and government agencies, to support the changes in their IT and businesses. For more information, please visit rightanswers.com, and follow us on LinkedIn, Twitter, Facebook, YouTube and our blog.