RightAnswers Launches Self-Service Solution for Universities; Features and Functionality Tailored For Higher Education Market.
CLARK, N.J. -- RightAnswers, Inc., provider of Knowledge-driven Self-Service and Support Analyst solutions, today announced the launch of its RightAnswers Self-Service - University Edition solution. Built upon the RightAnswers Self-Service and Support Analyst Solution Suite, the University Edition provides higher education clients with industry-tailored content delivered via a customizable user experience for students, faculty and staff to receive immediate knowledge that helps them resolve many of their support questions and provide support analysts with more cost-effective tools to support their users. The University Edition's features and functionality leverage RightAnswers' proven solutions to create a unique level of integration between software, industry-standard content, and custom content to increase the level of service that the university help desk can provide while lowering its overall cost of support. E[acute accent]The RightAnswers Self-Service - University Edition solution enables higher education help desks to provide their users with a university-specific knowledge base, empowering them to self-resolve their incidents while providing an efficient and effective process to request help desk assistance when needed. The University Edition's unique Group Personalization functionality provides a vehicle for a help desk to make knowledge easily accessible to its entire user community while simultaneously segmenting that knowledge based on specifically-defined user groups. By defining specific user groups, such as "Faculty" or "Students," the help desk can "personalize" the available information, providing only that which is applicable to each group or member. E[acute accent]The University Edition leverages the strength of the RightAnswers Knowledge-Pak(R) library, which contains over 125,000 solutions for over 200 popular software titles, including education-oriented titles such as Blackboard, WebCT, SCT Banner, Apple iLife, and various Mac platforms. In addition, RightAnswers has identified the top questions many university help desk organizations receive and includes these solutions as part of its custom content services for its university clients. E[acute accent]"The RightAnswers Self-Service and Support Analyst - University Edition demonstrates our strength in providing an industry-focused, integrated solution that combines content, software and services that reduce help desk costs while empowering users," said Jeffrey Weinstein, President and CEO of RightAnswers. "Higher education is a key market for RightAnswers as we continue to grow, and the University Edition is another step in our ongoing commitment to providing this market with highly-effective knowledge solutions."
E[acute accent]The RightAnswers Self-Service Solution - University Edition enables the help desk to:
E[acute accent]--Reduce the number of telephone calls to the help desk
E[acute accent]--Provide 24 x 7 help desk support and availability
E[acute accent]--Enable online Incident Ticket submission and status checks
E[acute accent]--Provide personalized, enhanced support features, such as Did You Knows?, FAQs, My Favorites, Announcements, and New and Noteworthy
E[acute accent]--Improve support analyst efficiency and productivity
E[acute accent]--Provide a comprehensive knowledge base for support analysts
E[acute accent]--Combine university-unique and RightAnswers-provided content
E[acute accent]--Provide analytics reporting to ensure the solution's effectiveness
E[acute accent]--Integrate seamlessly with existing help desk software
E[acute accent]Current higher education clients using the RightAnswers Self-Service and Support Analyst Solution Suite include the following:
E[acute accent]--Berry College
E[acute accent]--Bowdoin College
E[acute accent]--George Mason University
E[acute accent]--Pomona College
E[acute accent]--Seton Hall University
E[acute accent]--University of Massachusetts
E[acute accent]--University of North Carolina - Greensboro
E[acute accent]--University of San Francisco
E[acute accent]About RightAnswers
E[acute accent]RightAnswers provides the internal IT Help Desk with Self-Service and Support Analyst software applications, content and services designed to reduce calls to the Help Desk while increasing the level of service to end-users. The RightAnswers Knowledge-Paks(R) library, consisting of over 125,000 solutions covering 200 software titles, combined with the company's Custom Content services form a Knowledge Base that is the foundation for the Knowledge-driven solutions that improve Self-Service and Help Desk effectiveness. RightAnswers also maintains an extensive partner channel with service desk software providers and outsourcers, including BMC/Remedy, HP/Peregrine, Computer Associates, RightNow, Numara Software, and FrontRange. For more information, please visit www.rightanswers.com.