RightAnswers Launches Support Analyst and Self-Service Portal Version 5.0 for Their Unified Knowledge Suite™

CLARK, N.J.--(BUSINESS WIRE)--RightAnswers, Inc., the recognized leader in providing knowledge-based self-service and support analyst solutions for the internal IT help desk, today announced the release of Support Analyst and Self-Service Portal version 5.0 for their Unified Knowledge Suite. With more than 100 enhancements, the new version enables organizations to improve their IT help desk and self-service operations, and empower users with knowledge-driven tools to find and resolve all types of issues.

The RightAnswers Unified Knowledge Suite provides a “personalized” knowledge-driven self-service environment by capturing, combining, and enhancing an organization’s diverse knowledge, and then delivering it in a consistent and accessible format. The enhanced portals represent a significant new architectural design integrating Web 2.0 functionality to simplify access and customization of the end-user experience.

The new features in both RightAnswers Support Analyst and Self-Service Portal version 5.0 include out-of-the-box solution template support, expanded reporting, enhanced survey functionality, advanced search options, a redesigned administration console, and multi-tenancy architecture that allows multiple logical portals to run on one physical portal. These enhancements deliver improved user satisfaction, simplified management, and overall help lower support costs.

“The results that our clients are achieving each day with our Unified Knowledge Suite not only demonstrate how our tools are changing the way support organizations service their end-users, but also how they continue to drive an influx of new ideas for additional enhancements to our solutions,” explained Jeff Weinstein, President and CEO of RightAnswers. “Version 5.0 provides organizations with a new platform to dramatically improve their help desk support operations, making them more knowledge-driven and easy-to-use. This latest version also reinforces key elements that are important to our client’s success, such as helping improve end-user adoption and delivering the most relevant content.”

In addition to its innovative technology, one of the key differentiators is how RightAnswers partners with IT departments to continually understand their processes and identify ways to drive self-service adoption. Organizations working with RightAnswers often recognize a reduction in support costs of 20% - 50% within the first year of their implementation of the Unified Knowledge Suite. The solution is instrumental in enabling help desk departments to optimize existing IT budgets and improve performance and service levels.

“We are thrilled about the new features and enhancements contained within both RightAnswers Support Analyst and Self-Service Portal version 5.0, especially the new administration console and support for the Knowledge-Centered Support methodology,” said Nathan Eatherton, IT Service Desk Manager at The University of Missouri. “We are eager to implement the new version so that our customers and support analysts can benefit from these enhancements.”

“We are excited for our customers to start upgrading to this latest version, as it delivers many features that propel the entire suite to a new and exciting level,” added Mr. Weinstein. “This version also provides a foundation to offer a series of new features and functionality that is planned in future releases.”

For more information about RightAnswers Support Analyst and Self-Service Portal version 5.0 and a full list of enhancements, please visit www.rightanswers.com.

About RightAnswers

RightAnswers delivers the high-impact content, technology solutions and value-added services to enable internal Help Desk organizations to improve the end-user support experience, increase support capacity and reduce support costs. The RightAnswers Unified Knowledge Suite provides the tools needed to facilitate rapid problem resolution for both self-service end-users and support analysts. RightAnswers solutions are used by more than 3.5 million licensed end users across hundreds of companies including commercial enterprises, higher education institutions and government agencies. For more information, visit www.rightanswers.com.