The company pioneered the concept of the Knowledge-Enabled support center by introducing the first commercially available knowledge base in 1991. Since then, the RightAnswers' Knowledge-Pak brand continues to set the standard for technical support knowledge bases.

Just as an Application Service Provider hosts Applications, RightAnswers hosts Knowledge, offering hundreds of thousands of solutions to more than 150 off-the-shelf applications. RightAnswers also provides customer-specific knowledge, which spans from custom-built Frequently Asked Questions hosted on a private Knowledge-Paks Online channel, to Knowledge-Paks authored for completely proprietary applications.

RightAnswers primary values are:

• improving first touch resolution
• decreasing call escalations
• decreasing call duration
• improving end-user and analyst satisfaction
• lowering operating costs

RightAnswers is a GWI partner and Knowledge-Paks content integrates seamlessly and with c.Support for both support analysts and end users.

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RightAnswers offers a Support Analyst library, for use by support agents and technicians, and a separate Self-Support library, for access by customers and end-users. Below is a URL link to the list of the libraries we have available for use by either Support Analysts or for Self-Support.

http://www2.rightanswers.com/products/rac_channelinfo.shtm

Knowledge-Pak users have access to a comprehensive support knowledge base, continuously updated through their Knowledge Cycle. The Knowledge Cycle aggregates questions from thousands of support centers around the globe on a regular basis, providing our Knowledge Architects with a steady flow of information about the questions that are most frequently asked. This feedback, coupled with the active authoring of solutions to anticipated problems, delivers an unmatched depth and breadth of knowledge to customers.