Upland Software Enables Superior Customer Service and IT Support Through Upgraded Version of its KCS® v6 Verified Knowledge Management (KM) Solution
Latest release of Upland's RightAnswers Knowledge Management (KM) solution provides a chatbot integration framework for third-party vendors to automate and simplify the delivery of customer service and IT support.
Upland partners with Computacenter, to leverage latest release enhancements that improve self-service support to end users and promote sharing of knowledge with their customers and across internal teams.
AUSTIN, Texas, May 1, 2018 /PRNewswire/ -- Upland Software, Inc. (Nasdaq: UPLD), a leader in cloud-based Enterprise Work Management software, today announced a major release for RightAnswers, its KCS® v6 Verified Knowledge Management (KM) solution. This release delivers major upgrades to the user experience and features the release of a chatbot integration framework that facilitates the integration of third-party chatbot applications to improve user self-service initiatives. The release also provides knowledge managers with greater insight into knowledge maintenance and improves overall knowledge adoption within services and support organizations.
RightAnswers, Upland's cloud-based enterprise KM and self-service solution, delivers improved customer loyalty by providing relevant information across varied support channels including web, mobile, chat, and now third-party chatbot applications. Improved technology and growing demand has led to an increased adoption of chatbots powered by artificial intelligence (AI) in the KM space. Upland's chatbot framework offers third-party vendors a better interaction with the RightAnswers platform to deliver an improved customer experience.
Computacenter, the leading independent provider of IT infrastructure services and a long-time user of Upland's RightAnswers KM solution, is an early adopter of this latest release. Through this partnership, the RightAnswers KCS® v6 Verified KM solution will help Computacenter provide self-service support to end-users, allowing them to fix their own issues and find answers to their questions.
"We're excited to use the great features of this release." said Ross London, Global Knowledge Manager for Computacenter. "It will help with Knowledge Management process adoption, sharing, and collaboration, whilst ensuring our knowledge managers have the best possible insights into customers' demands, helping us deliver world-class service."
"Today, knowledge managers are looking for ways to run more efficiently and to get more value out of their KM investment," explains Kevin Sequeira, Senior Vice President of Product Management at Upland Software. "This latest RightAnswers release is built on direct customer feedback and is focused on the improved customer service and support experience."
Key benefits of this release include:
- Enhanced customer support capabilities by enabling third-party chatbot initiatives, which utilize robust REST API's and chatbot framework powered by RightAnswers knowledge
- Improved productivity and agent workflow through upgraded Solution Manager portal
- Greater visibility into key knowledge management indicators across the knowledge base and organization via better reporting functionality
- Improved administrator enablement through expanded user and group management controls
- Enriched user experience through easier sharing of solution documents as attachments, a streamlined archive process, improved multi-ticket handling, and improved search capabilities
- More scalability through upgrades to the Salesforce.com and ServiceNow integrations, including certification for use with Kingston, ServiceNow's latest release
Visit RightAnswers at booth #1420 at Knowledge18 in Las Vegas May 7-10 to see the latest release. For more information or to schedule a meeting at Knowledge18, please submit a request. To learn more about RightAnswers or the industry's first knowledge-enabled professional services automation (PSA) solution, visit our webpage or request a live demonstration today.
KCS® is a service mark of the Consortium for Service Innovation™
About Upland Software
Upland Software (Nasdaq: UPLD) is a leading provider of cloud-based Enterprise Work Management software. Our family of applications enables users to manage their projects, professional workforce, and IT investments; automate document-intensive business processes; and effectively engage with their customers, prospects, and community via the web and mobile technologies. With more than 4,000 customers and over 450,000 users around the world, Upland Software solutions help customers run their operations smoothly, adapt to change quickly, and achieve better results every day. To learn more, visit www.uplandsoftware.com.
About Computacenter
Computacenter is the leading independent provider of IT infrastructure services, enabling users and their business in a digital world. Computacenter advises organisations on IT strategy, implements the most appropriate technology, optimises its performance, and manages their customers' infrastructures. In doing this Computacenter helps CIOs and IT departments in enterprise and corporate organisations maximise productivity and the business value of IT for internal and external users.
For more information, contact:
[email protected]
833-UPLAND-1
SOURCE Upland Software, Inc.
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