Enterprise knowledge management software for better support

Improves your agent-based and self-service support with AI-powered knowledge management software.

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Create a knowledge-sharing culture that delivers a better customer experience

Benefit 1

Spread the power of knowledge across your organization

Enable every member of your organization with access to a central repository to contribute and retrieve support knowledge.

  • Integrate seamlessly with existing software in your environment
  • Deliver all your enterprise knowledge in a single view
Benefit 2

Deliver a meaningful multi-channel user experience

Combine AI-enabled search, user-friendly interfaces, gamification, and federated content across multiple sources to ensure the ultimate customer experience.

  • Empower your agents by equipping them with the knowledge they need
  • Drive organizational efficiency and increased satisfaction through facilitating effective knowledge sharing
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Streamline workflows and enhance efficiency.

Drive engagement by keeping your knowledge base complete and up to date by detecting gaps in your knowledge base.

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Get knowledge insights at your fingertips.

Interactive dashboards offer insights into the health of your knowledge base and provide information on knowledge base usage, effectiveness, and adoption.

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AI-enabled knowledge management and search.

Advanced search algorithms help identify the best knowledge for the user from one session to the next, automatically staying on trend with the latest most popular answers.

With RightAnswers, we can ensure Syngenta employees are well supported and able to focus on our company goals.

Andrea O’Brien
Knowledge Manager, Syngenta

Customer Service Playbook

We asked our clients and prospects to tell us the biggest challenges they face in delivering extraordinary customer service to their customers.

Get the Insights 

We work with your existing applications, and then some.

Upland RightAnswers’ many integrations make it easy for users to create, find, and share knowledge in the same place they perform their daily work.

CRM/ITSM integrations:

  • ServiceNow
  • Salesforce
  • Microsoft Dynamics
  • Cherwell
  • NetSuite
  • Zendesk
  • And more…

Other tool integrations:

  • Jira Software
  • Ivanti
  • Sharepoint
  • Confluence
  • Google
  • Jive
  • Bomgar
  • Chat tools
  • SAML
  • Authentication tools
  • And more…

Reliable products.
Real results.

RightAnswers

Syngenta provides employees and IT support staff with fast answers to a wide range of technology questions.

With RightAnswers, Syngenta has avoided 15,000 IT service-desk requests per year while increasing employee productivity.

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15,000+ calls avoided

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RightAnswers

Nestlé ensures employees have the technology required to effectively do their job.

As in any organization, Nestle needed to balance this requirement with the cost of providing great support and chose to partner with RightAnswers by Upland.

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95% customer satisfaction

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Intelligent. Insightful. Easy to use.

Easily create, manage, and share knowledge among your employees, agents, and customers and watch your productivity levels soar

Collaboration
  • Community forums to encourage agent, customer and employee collaboration
  • Trigger automated workflows through commenting, feedback and sentiment analysis
  • Empower users to work together on creating and improving knowledge in the workflow
AI and machine learning
  • Configurability with Virtual Assistants and other AI initiatives
  • Innovative machine learning to speed up the content creation process
Integrate with ease
  • Inline integration with virtually any case management or ticketing system
Simple knowledge creation
  • Built-in gamification to encourage new knowledge articles creation
  • Seamlessly import knowledge from Microsoft Word
KCS® verified
  • Knowledge-Centered Service (KCS) Verified V6 – the first application to be KCS v6 Verified, demonstrating Upland’s leadership in, and commitment to, the knowledge management market
  • KCS methodology and processes built-in, with workflows conforming to KCS guidelines
Self-service
  • A customized brand experience that answers your customers’ questions
  • Powered by your company’s unique content that’s combined with standard “Knowledge-Pak” content, a pre-populated collection of 40,000+ knowledge articles addressing the most common issues
Federated search
  • A centralized view of all your knowledge – wherever it resides
  • Extendibility to knowledge living in every corner of your organization
Analytics reports and dashboards
  • Insights into the health of your knowledge base with a quick summary of key knowledge management indicators
  • In-depth reports to inform you on the best information to provide your users

Deliver more personal and productive contact center experiences.

Pair RightAnswers with other Upland products to increase your call center productivity while improving the customer experience

InGenius

CRM phone integration that ignites agent efficiency.

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Rant & Rave

Customer engagement software for voice-of-customer insights and feedback.

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KCS Training

RightAnswers guides you on your KCS journey, from explaining the basics of what exactly is KCS to exploring what commitments KCS requires.

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Resources to drive impact

eBook
What is KCS?

Are you just getting started on Knowledge-Centered Service (KCS)? Read our eBook...

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Blog
Top 5 Benefits of Using Knowledge Management

Discover the top benefits of increasing the productivity of your service desk and improving employee and customer satisfaction through knowledge management

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Ready to get things done?

Let’s get to work