Customer Service, Customer Care, Service Center, Call Center, Help Desk, HelpDesk, ITIL, Service and Support, IP Contact Center, IP Communications management, Voice Over IP, IPCC, IPCM, VoIP, Text-to-Speech, TTS, Automatic Speech Recognition, ASR, Open Speech Recognition, OSR, SIP IP Phones, Headsets, USB headset, Frontrange Solutions, HEAT Help Desk, ITSM, IT Service Management, Nuance, Polycom, Plantronics, RightAnswers, Knowledgebase, Asset management, PC Life Cycle, NeverFail, disaster recovery, VegaStream, SIP Gateway, IP Gateway, Linksys, CMDB, Configuration Management Database,Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Configuration Management, Availability Management, Knowledge Management and Self Service module

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GSA contract number GS-35F-0886N for ITIL Help Desk and Service Management Solutions  



RightAnswers Support Analyst

RightAnswers Support Analyst provides a forum for Support Analysts and Help Desk professionals to effectively resolve open incidents and access key IT resources. This portal is comprised of an intuitive user interface that improves the accessibility and effectiveness of your Content by enabling Support Analysts to quickly search for documented solutions contained within your Knowledge Base.

Support Analyst

RightAnswers Support Analyst is powered by RightAnswers’ industry-leading Knowledge-Paks® for Support Analysts, including multi-media solutions and foreign language translations, designed for Level 1 and Level 2 support. It leverages your Knowledge Base by providing robust, “personalized” support to enhance the intimacy level between our software and your content. 

By utilizing RightAnswers Support Analyst, support analysts can also access up-to-date statistics on the most helpful solutions, navigate to other support site links, access key RSS feeds and have the ability to monitor current RightAnswers Self-Service statistics.

RightAnswers Support Analyst will help you improve your Support Analysts' efficiency and productivity and:

  • Increase first call resolution rates
  • Decrease call escalation rates
  • Decrease call hold times and abandon rates
  • Provide out-of-the-box, bi-directional integration with your Service Desk application
  • Utilize a comprehensive Knowledge Base combining RightAnswers-provided and company-unique Content
  • Enable real-time solution feedback from Support Analysts by providing a direct link to the authoring environment
  • Provide a consolidated view of the support channels with a real-time view of end-user self-service activity
  • Allow clients to post and manage real-time FAQs and Announcements targeting Support Analysts
  • Provide an intuitive user interface that improves content accessibility and effectiveness
  • Offer a “personalized” support analyst experience from the individual and group/role-based perspective
  • Support subscription to content areas and features such as My Favorites, My Top Solutions and My Recent Searches
  • Provide personalized, enhanced support (via FAQ, Did You Know, New and Noteworthy, My Favorites features) just as you have with RightAnswers Self-Service
  • Provide Analytics to optimize your Help Desk support effectiveness and productivity
  • Improve the effectiveness of incident and problem management processes in accordance with ITIL adoption.