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 features an improved user experience to enhance agent
productivity, integrates machine learning into content translations, and
features AI-enabled support improvements through enhanced chatbot and
virtual assistant capabilities. The new functionality also allows
organizations to accelerate KM adoption, drive user satisfaction, enjoy
simplified management, and improve enterprise-wide operations.
“The new RightAnswers features are exactly what Upland customers have
been asking for to boost their knowledge management practices,” said
Mounir Hilal, chief customer officer and executive vice president of
project and IT management solutions at Upland Software. “Our customers
will benefit by improving the way people collaborate, innovate, and
build knowledge to drive improved customer experiences and address
business challenges.”
Key benefits of this release include:
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Improved productivity and agent workflow through an upgraded Solution
Manager portal
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Enhanced content accuracy and translation fluency via integration of
the Google Machine Learning Translation API
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Greater visibility into KPIs across the knowledgebase and organization
through an improved configuration of Upland Analytics
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Advanced AI-enabled customer support capabilities by enabling
third-party chatbot and virtual assistant initiatives powered by
RightAnswers knowledge
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Upgraded administrator enablement through expanded user and group
management controls
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Enriched user experiences through an embedded portal application
layout, an enhanced self-registration, redesigned admin UI/UX, and
robust functionality for announcements and FAQs
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Heightened efficiency through advancements to the Salesforce.com,
ServiceNow, NetSuite, and Cherwell re-certifications and integrations
Paychex, a provider of payroll, human resource, and benefits outsourcing
services and a long-time user of Upland’s RightAnswers KM solution, is
an early adopter of this latest release. “We are thrilled that this
latest release was built based on direct feedback from Paychex. It is
focused on improving the way knowledge workers capture and share
knowledge,” said John Quinmore, knowledge management technical lead at
Paychex. “We are looking forward to moving onto Upland’s latest
RightAnswers release, which will support our current use and expansion
of knowledge management across our entire organization.”
KMWorld recently recognized Upland as one of the “100
Companies That Matter in Knowledge Management for 2019.” The award
recognized the Upland RightAnswers solution for its ability to deliver
knowledge to users throughout an enterprise by combining AI-enabled
search, user-friendly interfaces, gamification, federated content across
multiple sources, and industry best practices. RightAnswers addresses IT
support and customer service efforts as well as human resources and
finance environments. It complements existing Upland solutions such as
Professional Services Automation, Project and Portfolio Management, and
Customer Experience Management.
To learn more about Upland’s Enterprise Knowledge Management solution
suite, visit uplandsoftware.com/EKM
or visit RightAnswers April 7-12 at booth #528 at the HDI
Conference & Expo at the Rosen Shingle Creek, Orlando, Fla.,
where representatives will be on hand to showcase the latest release.
For more information or to schedule a meeting at HDI, visit: https://uplandsoftware.com/rightanswers/demo-request/.
About Upland Software
Upland Software (Nasdaq: UPLD) is a leader in cloud-based enterprise
work management software. Upland provides seven enterprise cloud
solution suites that enable more than one million users at over 9,000
accounts to win and engage customers, automate business operations,
manage projects and IT costs, and share knowledge throughout the
enterprise. All of Upland’s solutions are backed by a 100 percent
customer success commitment and the UplandOne platform, which puts
customers at the center of everything we do. To learn more, visit www.uplandsoftware.com.
KCS® is a service mark of the Consortium for Service
Innovation™.
