CLARK, N.J.--(BUSINESS WIRE)--RightAnswers, Inc., the recognized leader in providing knowledge management, self-service, and knowledge base development, today announced that the US Department of State has selected the RightAnswers Unified Knowledge Suite to improve service desk efficiency and enhance levels of support to its end-users. In an effort to improve its IT support operations, the State Department expanded its use of RightAnswers by leveraging the Self-Service portal and Enterprise Gateway tools.
Through the RightAnswers Enterprise Gateway – a component of the Unified Knowledge Suite – the State Department is able to drive adoption by exposing more users to the benefits of the Suite. This is accomplished by providing a bridge between the State Department’s enterprise search system(s), the RightAnswers Self-Service portal, and the organization’s service desk system. The result is a closed loop self-service environment that reaches beyond traditional IT resources.
“Our decision to leverage the RightAnswers Unified Knowledge Suite will significantly enhance the level of support that we are providing to our end-users,” explained Kathleen Palcher, knowledge manager at the Department of State. “By enabling knowledge management and self-service capabilities throughout the State Department, we are providing ourselves with the data necessary to better measure the impact of our support organization.”
The RightAnswers Unified Knowledge Suite will enable the State Department’s service desk to cost-effectively improve end-user and support technician productivity and efficiency. End-users can utilize RightAnswers Self-Service for 24x7, online access to the knowledge base for self-resolving issues. The State Department’s support technicians can also utilize RightAnswers Support Analyst to effectively resolve open incidents and access key IT support resources. This allows the State Department to proactively respond to the support needs of its end-users, while also centralizing its repository of support information.
“Our Unified Knowledge Suite provides an ideal way for government organizations to enhance their levels of support, while also meeting their unique security needs and diverse user group,” said Jeff Weinstein, President and CEO of RightAnswers. “By providing the State Department with a solution to meet their knowledge management needs, their end-users can quickly find answers to their questions – thus reducing calls to the service desk and saving the organization time and money.”
In an effort to reduce costs and do more with less, federal agencies can leverage RightAnswers to provide 24x7, online service desk support; allow analysts to share solutions and quickly access them; provide analytics to optimize effectiveness and productivity; and solve problems before the support issues reaches the help desk. In addition, the multi-tenancy architecture of RightAnswers solutions allows custom views for different user groups.
About RightAnswers, Inc.
RightAnswers delivers knowledge management, self-service, and knowledge base development tools to enable enterprise organizations to optimize their internal support and external customer service operations. Designed for internal support, the company’s flagship software – RightAnswers Unified Knowledge Suite – provides an ITIL-certified platform to help organizations keep pace with their changing service and support needs while facilitating rapid problem resolution. For external customer service, Unified Knowledge Suite for Customer Service is a KCS Verified solution that offers knowledge-driven resources to deliver a consistent, multi-channel experience. RightAnswers solutions are utilized by more than 500 clients and 4.5 million users across companies, including commercial enterprises, higher education institutions and government agencies. For more information, visit http://www.rightanswers.com, check out our blog at http://rightanswers.wordpress.com, and follow us at http://www.twitter.com/rightanswers.