Clark, NJ, August 3, 2010 -- RightAnswers, Inc., the recognized leader in providing knowledge management, self-service, and knowledge base development, today announced the launch of a new customer service solution that leverages the company's flagship product -- the RightAnswers Unified Knowledge Suite (UKS). Expanding the company's strategic roadmap, the Unified Knowledge Suite for Customer Service allows enterprise organizations to create and leverage the most comprehensive knowledge base resources to deliver a consistent, multi-channel customer service experience.

Utilizing UKS for Customer Service, enterprise organizations can create a broad range of knowledge bases which customers and call center personnel alike can use to find answers to a broad range of questions and other information. Content that is authored and maintained in UKS for Customer Service can be easily accessed by an array of customer service and self-help operations. These include the RightAnswers' customized self-service portal, search engines, automated email knowledge response, and web snippets, which provide the capability to insert fully-functional search capabilities within existing web sites.

According to a recent research study conducted by Gartner, "organizations planning a self-service implementation must create a multichannel strategy, implement each channel with a long term view and build a justification based on the value derived from that channel. Knowledge management for self-service solutions that are justified only on case load reduction, or on inquiry deflection, will fail."

"UKS for Customer Service has really taken us to the next level in terms of delivering customer service," said Beth Pate Copenhaver, Dean of EncounterPRO University. "As a user of the Unified Knowledge Suite, we have come to expect true value, flexibility and scalability from RightAnswers' products. By leveraging this solution for our customer service operations, we are able to deliver an improved customer experience while increasing the efficiency of the call center."

With UKS for Customer Service, enterprise organizations can extend their existing customer support operations and/or create a fully customized self-service portal. RightAnswers provides the capability to capture knowledge and segment it based on taxonomy in order to deliver targeted categories, or search zones, allowing customers to easily find information they are looking for.

"The UKS for Customer Service was part of our strategic plan to expand the capabilities of the RightAnswers platform beyond IT knowledge management, and address the needs associated with customer service and support," said Jeff Weinstein, President and CEO of RightAnswers. "The key to providing an engaging customer service experience is offering a broad range of knowledge-driven tools to answer questions quickly and competently. With the appropriate knowledge resources in place, call centers and customer service teams can deliver personal, world-class service across multiple channels."

In addition to increased customer satisfaction, organizations can accelerate first-call problem resolution and equip their service teams with knowledge tools to be more productive and efficient. The platform can also be used as a direct channel for customer feedback, ideal for product and service development.

About RightAnswers, Inc.

RightAnswers delivers knowledge management, self-service, and knowledge base development tools to enable enterprise organizations to optimize their internal support and external customer service operations. Designed for internal support, the company's flagship software -- RightAnswers Unified Knowledge Suite -- provides an ITIL-certified platform to help organizations keep pace with their changing service and support needs while facilitating rapid problem resolution. For external customer service, Unified Knowledge Suite for Customer Service is a KCS Verified solution that offers knowledge-driven resources to deliver a consistent, multi-channel experience. RightAnswers solutions are utilized by more than 4 million users across hundreds of companies, including commercial enterprises, higher education institutions and government agencies. For more information, visit http://www.rightanswers.com, check out our blog at http://rightanswers.wordpress.com, and follow us at http://www.twitter.com/rightanswers.

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