Draper, Utah– May 26, 2004– NextPage announced today that it has formed a partnership with RightAnswers LLC to offer RightAnswers’ Knowledge-Paks with NextPage’s knowledge management product, GetSmart Support KM. GetSmart provides easy-to-implement knowledge management that allows IT help desks to improve resolution times, reduce calls through self service and capture and reuse knowledge.
“Offering RightAnswers Knowledge-Paks with GetSmart can get a help desk up and running in a day with an effective knowledge management solution,” said Grant Beckmann, general manager of the applications group at NextPage. “Companies can be assured they have many of the answers they need with the resolutions contained in Knowledge-Paks.”
GetSmart enables companies to index existing information from various sources in their native format, such as PDF, Microsoft Office, ODBC, HTML, XML and Lotus Notes, and, with this partnership, include relevant solutions from more than 100,000 professionally authored articles on the leading IT devices and systems. These knowledge bases can be configured in hours or days, not weeks or months like other knowledge management applications.
Technicians can search all their knowledge sources, and even their call logs, in GetSmart with a single, natural language search. They receive an integrated, relevance-ranked hit list of results. A technician can also easily enhance the search and pinpoint the correct answer by limiting the search to a specific topic area, performing a Boolean or phrase search, navigating the table of contents, viewing solution excerpts with hit highlighting and more.
“RightAnswers’ Knowledge-Paks are the perfect addition to a GetSmart implementation,” said Andrew Rawson, executive vice president of marketing and business development at RightAnswers. “With GetSmart’s ability to quickly and easily add Knowledge-Pak content, customers enjoy a return on their investment from the very first day. Putting more than 100,000 solutions at the fingertips of help desk analysts and end-users is a great way to improve productivity and save time.”
Knowledge-Paks provide a help desk access to more than 100,000 problem-resolutions for both support analysts and end-users. There are Knowledge-Paks covering virtually every popular business application from vendors such as Microsoft, Netscape, Novell, Corel, Lotus, Adobe and Symantec. The newest Knowledge-Paks cover frequently occurring problems with SAP and Citrix.
GetSmart can also provide a self-service site for a help-desk operation. GetSmart can dynamically push or allow analysts to post on the Internet or an intranet the most frequently used and most valuable solutions to recurring issues. Employees or customers can view the top solutions on any topic.
A GetSmart implementation contributes to measurably higher first call resolution rates, enhanced quality and consistency of service and reduced call durations. The costs of the support and training associated with implementing a knowledge management (KM) solution are substantially reduced given the ease of installation and short training time required to become fully proficient with GetSmart.
About NextPage
NextPage knowledge management and content solutions have improved employee and customer satisfaction at organizations like ABN AMRO Bank, BYU, REI, Deloitte & Touche and The Hartford. NextPage knowledge management solutions enable service centers to capture knowledge, reduce call volume and reduce training costs, while improving customer service. NextPage content applications enable publishers to publish and deliver business-critical content – online or offline – and end users to share and manage content. For more information, visit www.nextpage.com or call 801-748-4400.
About RightAnswers, LLC
RightAnswers, LLC (www.rightanswers.com) is a Knowledge Service Provider (KSP) and the recognized leader in the technical support knowledge base market. The company pioneered the concept of the Knowledge-Enabled support center by introducing the first commercially available knowledge base in 1991. Since then, RightAnswers’ Knowledge-Pak® brand continues to set the standard for technical support knowledge bases. The company offers more than 100,000 solutions to more than 150 off-the-shelf applications, as well as customer-specific knowledge.
No other organization delivers more accurate, current and relevant content to as many support professionals worldwide as RightAnswers. Ultimately, this allows RightAnswers’ customers to reduce organizational support costs, while radically improving end-user satisfaction.
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NextPage is a registered trademark, and NextPage GetSmart is a trademark of NextPage Inc. All other names are used for identification purposes only and may be trademarks of their respective owners.
Contact:
Mark Fredrickson
NextPage Inc.
801-748-4443
pr@nextpage.com
