"The new platform enables organizations to be better prepared to handle business and IT changes moving support from being reactive to proactive," explained Simon Yelsky, VP of Product Management and Client Support at RightAnswers.
Edison, NJ (PRWEB) October 03, 2012
RightAnswers, Inc., the #1 provider of knowledge management and self-service solutions, today announced the launch of version 7 of its flagship product – the RightAnswers Unified Knowledge Platform. In response to the needs of clients, this version further facilitates the use of the platform throughout the enterprise, allowing organizations to have a single knowledge base supporting all organizational knowledge, delivering appropriate knowledge to each user based on their administrative rights. This version also includes technology built specifically for customer service organizations maturing their use and bringing closer the merging of enterprise support and customer service by raising the level of user self-service to self-sufficiency, and puts in place the ability to provide proactive support.
As RightAnswers clients have matured in their use of knowledge management and self-service, the company has kept pace with the evolving requirements. With the growth in the number of organizations leveraging RightAnswers for customer service, many consumer-focused features have been added. Version 7 of the platform has elevated the user experience taking self-service to self-sufficiency with a new personalize-able interface, integration with existing social media outlets, social forums, interactive forms, a guided search to help narrow results, and more. This latest version of the platform elevates the self-service experience from simple search to self-sufficiency, improving satisfaction rates and easing the strain on the support organization.
Clients have expanded the use of the platform from service desk support to the entire enterprise. They are now providing their users with knowledge solutions and answers to their questions for many departments including human resources, finance, purchasing and others. Beyond this, clients are also using the platform in their call centers for customer service.
This expanded use has led to many of the features and capabilities that have brought version 7 of the Unified Knowledge Platform into the next generation. With knowledge at the center of successful customer service, business transformation and IT initiatives, not keeping the knowledge current and relevant can lead to unsuccessful projects. To address this challenge, RightAnswers has built automation into the knowledge process by taking a proactive approach to knowledge maintenance. The platform evaluates the demand for knowledge from all channels of support and identifies the gaps. It then fills these gaps by automatically creating new or editing existing articles for review and completion.
"As the #1 provider of knowledge management and self-service solutions, we take seriously our responsibility to the industry by continually raising the standards for knowledge management," explained Simon Yelsky, VP of Product Management and Client Support at RightAnswers. "The platform enables organizations to be better prepared to handle business and IT changes moving support from being reactive to proactive."
More information on the RightAnswers Unified Knowledge Platform version 7, which is currently shipping, can be found at http://www.rightanswers.com/products-unified-knowledge-platform.htm.
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.