CUNY Chooses RightAnswers to Strengthen Help Desk Services.Queens College Queens College: see New York, City Univ. of. Pilots Program to Enable End-User Self-Service and Enhanced Support Analyst Initiatives CLARK, N.J. -- RightAnswers, Inc., the industry-leading provider of end-to-end Self-Service and Support Analyst solutions, today announced that the City University of New York The City University of New York (CUNY; acronym: IPA pronunciation: [kjuni]), is the public university system of New York City. (CUNY CUNY City University of New York ) has selected the RightAnswers Unified Knowledge Suite to automate its support operations. CUNY, the nation's largest urban public university with 23 institutions, will leverage RightAnswers to drive self-service initiatives across all its service desks and the respective end-user communities they serve. In one of its first implementations at Queens College, which serves approximately 18,000 students and 600 faculty members, the RightAnswers Unified Knowledge Suite will enable the University's Service Desks to cost-effectively improve end-user and support technician productivity and efficiency. Students, faculty, staff and other University end users will use RightAnswers Self-Service for 24x7, online access to the knowledge base for self-resolving issues. The University's support technicians will use RightAnswers Support Analyst to effectively resolve open incidents and access key IT support resources to minimize Service Desk call durations, increase first call resolution rates, and reduce repeat calls and call escalations. "RightAnswers' solution gives us a readily-accessible, dynamic Knowledge Base populated pop·u·late tr.v. pop·u·lat·ed, pop·u·lat·ing, pop·u·lates 1. To supply with inhabitants, as by colonization; people. 2. with high-impact knowledge that is both useful and valid," said Naveed I. Husain, Assistant Vice President and Chief Information Officer, Queens College. "The customization that RightAnswers has provided, from their development of our institution-specific content to their seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. of their solution into our existing system, will ensure that our end-users and Service Desk professionals receive enormous value from the Unified Knowledge Suite." CUNY intends to roll-out the RightAnswers Unified Knowledge Suite within its remaining institutions: ten senior colleges, six community colleges, the William E. Macaulay Honors College, the Graduate School and University Center, the CUNY Graduate School of Journalism The City University of New York Graduate School of Journalism is a graduate school of the City University of New York (CUNY) in New York City that confers a Master of Arts degree in journalism. , the CUNY School of Law at Queens College, the CUNY School of Professional Studies and the Sophie Davis School of Biomedical Education The Sophie Davis School of Biomedical Education is a seven-year medical program that was established at The City College of the City University of New York in New York City. . The solution will support the University's more than 226,000 degree-credit students and 230,000 adult, continuing and professional education students, and more than 35,000 full-time staff and faculty members. "As part of our charter to continuously improve the University's IT support experience, while simultaneously controlling our service desk costs, we selected the RightAnswers Unified Suite to deliver value to our end-users and support analysts," said Brian Cohen cohen or kohen (Hebrew: “priest”) Jewish priest descended from Zadok (a descendant of Aaron), priest at the First Temple of Jerusalem. The biblical priesthood was hereditary and male. , University Chief Information Officer. "RightAnswers' commitment to our success, evident in their value-added client services offering, will help ensure a successful adoption across the University's many institutions." "We are excited to provide the City University of New York with an integrated solution that combines a high-impact Knowledge Base with Self-Service and Support Analyst tools to improve their service desk operations," said Jeffrey Weinstein, RightAnswers President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. . "By selecting RightAnswers, CUNY has validated our unique approach to reducing service desk costs and improving end-user satisfaction. They now join a prestigious list of higher education higher education Study beyond the level of secondary education. Institutions of higher education include not only colleges and universities but also professional schools in such fields as law, theology, medicine, business, music, and art. institutions across the country using our solutions daily to support faculty, students and staff." About The City University of New York The City University of New York is the nation's largest urban public university with 23 institutions: eleven senior colleges, six community colleges, the William E. Macaulay Honors College, the Graduate School and University Center, the CUNY Graduate School of Journalism, the CUNY School of Law at Queens College, the CUNY School of Professional Studies and the Sophie Davis School of Biomedical Education. The University serves more than 226,000 degree-credit students and 230,000 adult, continuing and professional education students. College Now, the University's academic enrichment program for 32,500 high school students is offered at CUNY campuses and more than 280 high schools throughout the five boroughs of the City of New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of . For more information, please visit www.cuny.edu. About Queens College Queens College in Flushing, Queens Flushing is an urban neighborhood in the northern part of the borough of Queens in New York City, New York. Flushing is now home to large Chinese, Korean, Indian, Hispanic, and African American communities. The neighborhood is part of Queens Community Board 7. , opened its doors in 1937 with the goal of offering a first-rate education to talented people of all backgrounds and financial means. Part of the City University of New York (CUNY) since its founding in 1961, Queens College is one of CUNY's largest senior colleges. Often referred to as "the jewel of the CUNY system," the college enjoys a national reputation for its liberal arts liberal arts, term originally used to designate the arts or studies suited to freemen. It was applied in the Middle Ages to seven branches of learning, the trivium of grammar, logic, and rhetoric, and the quadrivium of arithmetic, geometry, astronomy, and music. and sciences and pre-professional programs. For more information, please visit www.qc.cuny.edu/index.php. About RightAnswers RightAnswers delivers the high-impact content, technology solutions and value-added services A value-added service (VAS) is a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax transmissions. to enable internal Help Desk organizations to improve the end-user support experience, increase support capacity and reduce overall support costs. With over 1.5 million licensed users in enterprise, higher education institutions and government agencies, RightAnswers enables quick problem resolution for both self-service end users and support analysts. For more information, please visit www.rightanswers.com. |
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