RightAnswers Reports Strong Performance in 2014

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Introduces Groundbreaking Functionality to Improve Customer Service through Knowledge Management and Knowledge Centered Support (KCS); Strengthens Partnerships and Increases Global Footprint; Recognized for Contribution to Customer Service Organizations

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RightAnswers introduced product innovations that make the entire organization smarter and was recognized by the industry for its contribution to customer service organizations

RightAnswers, Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, announced strong performance in 2014. The company grew its customer base to include some of the world’s largest companies and continued its momentum with KCS and in the global arena. RightAnswers introduced product innovations that make the entire organization smarter and was recognized by the industry for its contribution to customer service organizations.

Groundbreaking Enhancements in Customer Service and Support
In 2014 RightAnswers expanded its customer service and support capabilities, making groundbreaking strides in the following areas:

  • Centralized, enterprise-wide knowledge hub
  • Enhanced experience for authors facilitates knowledge creation and updates by helping them prioritize their workload
  • Personalized dashboards indicate at a glance the health of your knowledge and service
  • Predictive analytics advise where you need to update and create knowledge
  • Built-in video tool simplifies video creation and editing, improving your knowledge and creating a better customer experience
  • Gamification capabilities increase engagement

Clients continue to extend the use of RightAnswers beyond the support function to share knowledge throughout the enterprise.

Leading KCS Cloud Solution
RightAnswers remains the only best-in-class knowledge management provider that is KCS Verified V5 for its products and processes, and is a member of the Consortium for Service Innovation and the committee that is defining KCS V6. RightAnswers trains its clients on KCS principles and a major portion of its new clients have elected to use the KCS methodology in the RightAnswers cloud.

Certified Cloud Integrations with BMC, NetSuite, Salesforce and ServiceNow
RightAnswers is a certified integration with NetSuite and Salesforce CRMs and BMC and ServiceNow ITSMs. Clients continue to select RightAnswers for its seamless interoperability with these systems, which eases the work for customer service and support agents.

Strategic Partnerships Contribute to Growth
RightAnswers continues to expand its footprint by leveraging its strategic partnerships with leading IT service management providers Bell Techlogix, Emtec, Genpact and iGate, who integrate RightAnswers knowledge management into their clients’ ITSM systems. In 2014, RightAnswers was pleased to add Fruition Partners to its strategic partnerships. Fruition Partners is a ServiceNow Master Services Partner, which paves the way for future RightAnswers implementations at ServiceNow clients.

Accolades for Technology
RightAnswers received several awards for its impact on customer service, confirming its importance in this space:

  • 2014 CUSTOMER Magazine Contact Center Technology Award
  • 2014 CUSTOMER Product of the Year Award Winner
  • 2014 Customer Experience Innovation Award Finalist
  • 2014 TMC Labs Innovative Technology of the Year Award
  • 2014 KMWorld Promise Award Finalist

“Service and support organizations are looking for better and more cost-effective ways to empower agents, customers and partners. Our knowledge solution continues to grow as a key functional driver and overall strategy that improves agent productivity and delivers great end-user experiences. I’d like to thank everyone at RightAnswers, our clients and our partners for the great teamwork, as this past year we expanded the functionality, scope and impact of our solution for so many teams in so many different ways. As the market leader, we have demonstrated that we never rest and will be unveiling more exciting innovations in 2015,” said Jeffrey Weinstein, President and CEO, RightAnswers.

About RightAnswers
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.

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Shari Ingerman
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