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May 13, 2011

ITIL-Powered RightAnswers Unified Knowledge Platform Goes Mobile

By Brendan B. Read, Senior Contributing Editor

With more employees and customers untethered i.e. going mobile, so grows the need to support them with highly functional and reliable knowledge management solutions. And arguably the best ones those that are built on the rigorous and effective IT Infrastructure Library (ITIL) processes.

RightAnswers, which provides knowledge management, self-service and knowledge base development is now meeting the demand for anytime anywhere assistance with the new RightAnswers (News - Alert) Mobile, an extension to the RightAnswers Unified Knowledge Platform.

The RightAnswers Mobile gives customers access to answers from any smart phone or any mobile device to provide users and customers with the answers the need wherever and whenever they need them. The software automatically recognizes which device is being used and customizes the view and output for that unit. For organizations with existing mobile applications RightAnswers Mobile can be seamlessly integrated to provide all of the functionality within those applications.

RightAnswers Mobile is built on the RightAnswers Unified Knowledge Suite that provides an ITIL-certified platform to help organizations keep pace with their changing service and support needs while facilitating rapid problem resolution. The suite includes a collection of software, content and services which the firm says empowers organizations to improve their ITIL processes and reach new levels of efficiency and effectiveness.

This comprehensive knowledge management solution enables knowledge collaboration across the enterprise and permits building a knowledge foundation with the same tools RightAnswers’ knowledge engineers use. The product also includes RightAnswers’ “Knowledge-Paks” library of over 150,000 solutions for over 300 off-the-shelf software titles.

All the functionality of the RightAnswers Self-Service and RightAnswers Analyst/Agent portals is available on the mobile devices, so all service desk and CRM/ contact center integrations are intact. Because RightAnswers Mobile offers full functionality users and analysts and contact center agents/support reps can open and track tickets and start resolving an issue on one device and complete it on another.

“With the proliferation of smart phones and other mobile devices support organizations will benefit with increased self-service usage and higher satisfaction levels by offering their users access to knowledge via these devices,” says Jeff Weinstein, president and CEO of RightAnswers “We are excited to not only provide this access but offer the full capabilities of our portals and integrations from smart phones and mobile devices.”

Having ITIL-trained-and-certified support reps and managers will enable them to more effectively resolve users/customers’ issues from anywhere and any device, enabling them to take full advantage of mobile-enabling help desk solutions, among others. The RCCSP Professional Education Alliance provides just that through intensive and thorough ITIL training and certification through its convenient in-person and virtual sessions.

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard

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