Contact Center Solutions Featured Article

RightAnswers Launches Unified Knowledge Suite for Customer Service

August 05, 2010

RightAnswers, a provider of knowledge management, self-service, and knowledge base development solutions, announced the launch of a new customer service solution that allows enterprise organizations to create and leverage knowledge base resources to deliver a consistent, multi-channel customer service experience.

The new solution, Unified Knowledge Suite for Customer Service, leverages the company’s flagship product -RightAnswers Unified Knowledge Suite or “UKS” and allows enterprise organizations to create a broad range of knowledge bases which customers and call center personnel alike can use to find answers to a broad range of questions and other information.

An array of customer service and self-help operations can easily access content that is authored and maintained in UKS for Customer Service. These include the RightAnswers’ customized self-service portal, search engines, automated email knowledge response, and Web snippets, which provide the capability to insert fully-functional search capabilities within existing Web sites.

According to company officials, UKS for Customer Service enables enterprise organizations to extend their existing customer support operations and/or create a fully customized self-service portal. It provides the capability to capture knowledge and segment it based on taxonomy in order to deliver targeted categories, or search zones, allowing customers to easily find information they are looking for. 

Beth Pate Copenhaver, dean of EncounterPRO University, a customer of RightAnswers, said, “UKS for Customer Service has really taken us to the next level in terms of delivering customer service. As a user of the Unified Knowledge Suite, we have come to expect true value, flexibility and scalability from RightAnswers’ products. By leveraging this solution for our customer service operations, we are able to deliver an improved customer experience while increasing the efficiency of the call center.”

With RightAnswers platform, organizations can accelerate first-call problem resolution and equip their service teams with knowledge tools to be more productive and efficient, company officials stated. The platform can also be used as a direct channel for customer feedback, ideal for product and service development.

Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Stefania Viscusi