As a provider of knowledge management software and self-service software, RightAnswers (News - Alert) has revealed that the U.S. Department of State will leverage RightAnswers’ Unified Knowledge Suite to improve support levels through its organization as well as enhance service desk efficiency.
The RightAnswers Enterprise Gateway (News - Alert), a feature of the Unified Knowledge Suite, will help the State Department improve its IT support operations, and drive adoption by exposing more users to how best the Suite can work for them.
By providing a bridge between the State Department’s enterprise search systems, the RightAnswers Self-Service portal, and the organization’s service desk system, the RightAnswers Enterprise Gateway closes the loop self-service environment that goes beyond normal IT resources.
Kathleen Palcher, knowledge manager at the Department of State stated, “Our decision to leverage the RightAnswers Unified Knowledge Suite will significantly enhance the level of support that we are providing to our end-users. By enabling knowledge management and self-service capabilities throughout the State Department, we are providing ourselves with the data necessary to better measure the impact of our support organization.”
Enabling the State Department’s service desk to cost-effectively improve end-user and support technician productivity and efficiency, the RightAnswers Unified Knowledge Suite will give users access to RightAnswers Self-Service 24/7 as well as online access to the knowledge base for self-resolving issues.
Jeff Weinstein, president and CEO of RightAnswers stated, “Our Unified Knowledge Suite provides an ideal way for government organizations to enhance their levels of support, while also meeting their unique security needs and diverse user group. By providing the State Department with a solution to meet their knowledge management needs, their end-users can quickly find answers to their questions – thus reducing calls to the service desk and saving the organization time and money.”
Federal Agencies can take advantage of RightAnswers and its 24/7 support system to solve problems before the issues reach the help desk.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny