RightAnswers Solidifies Commitment to Higher Education Market with Support of Complete Microsoft Live@edu Suite.RightAnswers Eases Increase in Support Issues During Application Transition Spanning 36,000 Users CLARK, N.J. -- RightAnswers, Inc., the recognized leader in providing self-service and internal support knowledge management solutions, today announced that it has solidified so·lid·i·fy v. so·lid·i·fied, so·lid·i·fy·ing, so·lid·i·fies v.tr. 1. To make solid, compact, or hard. 2. To make strong or united. v.intr. its commitment to the 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. market through its continued support of the Microsoft Live See Windows Live. @edu program. Live@edu provides educational institutions with a set of hosted collaboration Working together on a project. See collaborative software. services, communication tools, web-based applications See Web application. , and much more. As part of the Microsoft Partner Program, RightAnswers supports the current Live@edu offering within the company's Knowledge-Paks[R] Library. The RightAnswers Knowledge-Paks Library is comprised of more than 150,000 pre-written solutions covering 300 of the most popular commercial off-the-shelf software commercial off-the-shelf software - commercial software applications, and contains comprehensive application feature, functionality, and usage information. Through the Knowledge-Paks, clients have access to articles on the current offering of Live@edu. In addition, RightAnswers will support Live@edu applications that will be added in the future. As educational institutions take advantage of the benefits offered by moving to Live@edu, providing comprehensive self-help Redressing or preventing wrongs by one's own action Without Recourse to legal proceedings. Self-help is a term in the law that describes corrective or preventive measures taken by a private citizen. support for students, faculty and staff becomes increasingly important. When an educational institution makes a major change in the standard applications supplied to their installed base, those end-users will have questions and need support during the transition. RightAnswers provides a robust knowledge base to answer those questions, along with a user-friendly, web-based interface for self-help that enables end-users to resolve issues on their own. This reduces the number of calls to the support center. "We recently made the switch to Live@edu to provide our students with its enhanced features and functionality," said Nathan Eatherton, Service Desk Manager at the University of Missouri Missouri, state, United States Missouri (mĭz  r`ē, –ə), one of the midwestern states of the United States. . "As
part of this effort, we moved more than 36,000 students from our old
e-mail system to the new Live@edu e-mail service See Internet e-mail service. . Knowing we
weren't staffed to handle such a large undertaking on our own, we
relied heavily on our RightAnswers self-help portal to provide students
with the most up-to-date information (instructions and frequently asked
questions). Students leveraged the self-help portal with its 24/7
availability for most of their support needs (over 23,000 solutions
viewed) during the transition. With only a modest increase in calls to
the service desk, we were able to maintain the level of service we
provide for all of our other solutions - something we couldn't have
done without the RightAnswers self-help portal."
"We are very committed to the higher education market, and we understand their pains in trying to resolve support issues quickly and easily," explained Jeff Weinstein, 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. of RightAnswers. "Within our RightAnswers University Edition we support many software applications specific to higher education customers, and our continued support for the Live@edu program further solidifies this commitment. We have given our higher education customers an even greater ability to self-resolve incidents, while at the same time improving the efficiency and effectiveness of support analysts." University customers can receive more information regarding RightAnswers solutions at www.rightanswers.com/rightanswers-self-service-university-edition. About RightAnswers, Inc. 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 support 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 4 million licensed end users across hundreds of companies including commercial enterprises, higher education institutions and government agencies. For more information, visit www.rightanswers.com. |
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