Knowledge management solutions provider RightAnswers, Inc. just revealed that business process and technology management company Genpact has adopted RightAnswers' Unified Knowledge Platform as the robust solution to support its clients’ outsourced IT infrastructures. Genpact plans to deploy the RightAnswers platform to all of its clients using its IT outsourcing services. Delivered as a cloud-based solution, the platform will allow Genpact to quickly enable knowledge management and self-service for its clients so they can begin to see multiple benefits such as improving the success rates of other business initiatives like software upgrades, or by providing easy access to answers to questions that arise from these changes.
Using the RightAnswers Unified Knowledge Platform, Genpact is better able to provide more options to its client base for self-service and access to helpful information, said the two companies in a press release. Genpact can now create a broad range of knowledge bases, which customers and call center personnel alike can use to find answers to questions and other information. Content that is authored and maintained in RightAnswers Knowledge Platform can be easily accessed by an array of service and self-help operations. These include the RightAnswers’ customized self-service portal, search engines, automated email knowledge response, mobile, and search portlets, which allow for the insertion of fully functional search capabilities within existing websites.
“Genpact has been using the RightAnswers KnowledgePaks in our knowledge management system since 2004,” said Roger Wahl, Genpact’s global business leader for End User Computing in the release. “This solution has dramatically increased our client self-service capabilities, enabling us to focus on their more complex needs. We’re very happy to take this relationship to the next level by moving completely onto the RightAnswers Unified Knowledge Platform. RightAnswers vast content coverage on various applications, along with their innovative and effective means to enable the end-users to access self-service portals, provides us with a complete knowledge management solution.”