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US Army Deploys RightAnswers Unified Knowledge Suite

By Raju Shanbhag
TMCnet Contributor

The U.S. Army, looking to streamline its service desk operations, has selected the RightAnswers Unified Knowledge Suite, which provides 24/7 online service desk support.

RightAnswers (News - Alert) provides enterprise knowledge management, self-service and knowledge base development solutions to support organizations providing internal support, and those who offer customer service. The solutions provided in this suite consist of three components: software, content, and services.

By capturing, combining and enhancing their diverse enterprise knowledge and then delivering it in a consistent and accessible format to securely share knowledge throughout the enterprise, the RightAnswers portal provides the Army’s Enterprise Service Desk a “personalized” knowledge-driven environment. The army can now resolve support issues much faster, and deliver the highest level of support during this time of consolidation with RightAnswers.

“Organizations such as the Army are faced with providing support for diverse user groups that have unique security needs and limited resources,” said Jeff Weinstein, president and CEO of RightAnswers. “We are providing the Army with a knowledge management platform and secure, Web-based portal from which to access it, which quickly gets their support team the right information to solve user issues. This process improves first call resolution rates.”

U.S. Army’s service desk can now cost-effectively improve end-user and support technician productivity and efficiency with the RightAnswers Unified Knowledge Suite. By accessing key support resources, the Army’s technicians can utilize RightAnswers Support Analyst to increase the rate of first call resolutions. With this, the army can centralize its support operations proactively respond to the support needs of its end-users.

Recently, CompuCom Systems, Inc. turned to RightAnswers for its solutions in customer service using the knowledge management company’s ITIL-certified Unified Knowledge Suite (UKS). In response to an expanding service desk, CompuCom made the switch in an effort to provide more options for its clients for self-resolution and access to information.