RightAnswers' unique approach to knowledge management and smart technology are redefining how contact centers approach knowledge and are making an impact on the customer service they provide.
Edison, NJ (PRWEB) November 07, 2014
RightAnswers, Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, today announced that it has been named a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC’s CUSTOMER magazine.
“Our unique approach to knowledge management and our smart technology are redefining how contact centers approach knowledge and are making an impact on the customer service they provide. Through our unique Integration Framework, our software connects seamlessly with the CRM, IVR and other systems used in the contact center, streamlining the work for customer service representatives (CSRs) and speeding up the time to issue resolution,” said Jeff Weinstein, President and CEO, RightAnswers.
RightAnswers improves the CSRs’ experience and performance by presenting everything they need to do their job in a single interface. Inline integration with the CRM brings search results as soon as the CSR starts typing, and multiple knowledge formats, such as decision trees and RightPath solutions, guide them through the answers. RightAnswers is the only knowledge management product with a built-in video creation tool, which eases the process of creating, storing and finding videos for customer service. Further simplifying their work is our federated search that delivers all your enterprise knowledge to your CSRs in one place.
By switching to RightAnswers, contact centers achieve:
- 66% reduction in customer service rep training time
- 70% reduction in customer service rep turnover
- 35% increase in first call resolution (FCR) rates
- 50% reduction in escalations
- Average speed of answers reduced from 7 minutes to 35 seconds
“Congratulations to RightAnswers for being granted a 2014 CUSTOMER Contact Center Technology Award. RightAnswers has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement.”
This ninth-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
RightAnswers is the #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions enabling clients to deliver SmartService™. Our 450+ clients around the globe use RightAnswers seamlessly integrated with their CRM, ITSM or other customer service software, to provide stellar support experiences while saving millions of dollars a year. For more information go to http://www.rightanswers.com.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 - HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress, StartupCamp; Super Wi-Fi & Shared Spectrum Summit; SIP Trunking-Unified Communications Seminars; Wearable Tech Conference & Expo; WebRTC Conference & Expo III; and more. Visit TMC Events for additional information.