SERVICEWARE INTRODUCES RIGHTANSWERS.COM TECHNICAL SUPPORT PORTAL.eService solutions provider ServiceWare Inc. last week announced general availability of rightanswers.com, what it claims is "the first true Internet-based technical support portal." rightanswers.com integrates nearly one million solutions from Microsoft, Apple Computer, Novell, MicroHouse International and ServiceWare's own knowledge engineering staff. The single source represents the most comprehensive support database in the world, ServiceWare says. rightanswers.com is the first release in a suite of integrated eServices products that ServiceWare will unveil in the first quarter of 2000. By visiting the pay-for-use site, users can register for a 15-day free trial of rightanswers.com with access to thousands of IT support answers. A number of leading enterprises have already signed on with rightanswers.com to streamline their technical support process, ultimately creating Internet-based self-support solutions. Early adopters include American Funds  Please see the discussion on the talk page. (company) Texas Instruments - (TI) A US electronics company. A TI engineer, Jack Kilby invented the integrated circuit in 1958. Three TI employees left the company in 1982 to start Compaq. , and Wall Data. "Never before has so much been available so easily," says Mark Tapling, president of ServiceWare. "rightanswers.com truly revolutionizes the way businesses provide answers and serve customers. Our newest offering delivers innovative Internet-based solutions in the eService space." rightanswers.com is a large database comprised of dynamic Knowledge Channels. The Knowledge Channels are an extensive collection of technical solutions from the world's leading software and hardware vendors. By combining these solutions for first-level support with a wide range of technical reference sources, Knowledge Channels provide support organizations with a single source of answers to the questions confronting their support analysts, employees, and customers all via the Internet. Customers only need to subscribe to Verb 1. subscribe to - receive or obtain regularly; "We take the Times every day" subscribe, take buy, purchase - obtain by purchase; acquire by means of a financial transaction; "The family purchased a new car"; "The conglomerate acquired a new company"; the channels relevant to their particular needs, much like the cable television model of buying access to channels of interest. Step-by-step instructions tell users exactly how to complete a task, and hypermedia hypermedia: see hypertext. The use of hyperlinks, regular text, graphics, audio and video to provide an interactive, multimedia presentation. All the various elements are linked, enabling the user to move from one to another. illustrations show less-experienced users exactly where to point and click to answer their questions. All content on the Knowledge Channels is also updated in real-time. Using ServiceWare's eService solutions, newly discovered answers can also be captured and added to an organization's local knowledge, creating more customized solutions for the users. Once an enterprise subscribes to rightanswers.com, a Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. is all a user needs to access the knowledge portal. Because all information is updated via the Web, no installation, import and maintenance of knowledge is required. Leading customer relationship management vendors including Remedy, Tivoli Systems, Clarify, Peregrine Systems  This article about a company does not make it clear whether the subject meets the Wikipedia criteria for . and GoldMine Software are
partnering with ServiceWare to ensure that their customers can
seamlessly access rightanswers.com from their help desk and call center
systems. If the correct solution cannot be found, the integration with
CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. software allows employees and customers to open a trouble ticket or
send e-mail to the appropriate support personnel.
"ServiceWare's latest initiatives signal a commitment to maintaining their leadership position in the support and services sector," says Chris Martin, senior research analyst at the Aberdeen Group. "Delivery of rightanswers.com positions the company in a leadership role in providing knowledge to e-business." |
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