Experts in Knowledge Management

7 minute read

Stin Mattu Product Marketing Manager for Contact Center Products

Knowledge and choices are two things that go hand in hand. The ability to make an informed decision on the options in front of you, requires having a level of knowledge to ensure that you can make the right one. In this blog, I have included information that will show some of the credentials that RightAnswers has picked up, to make it a trusted choice for knowledge management professionals.

In life we are presented with choices on a constant basis. Where we live, where we work, what will we wear today and one of the most complex choices we have all probably experienced, what shall we eat?

Life choices are personal to the individual and impact your immediate circle but in business, the choices you make don’t only affect your users but also your end customer through the service they receive because of those choices.

When it comes to software, the choice on which vendor to select can be a daunting one, each will present their product to you and highlight why it would the perfect fit. You then look at like for like comparisons with other vendors asking questions like does the software do what I need it to do? How long will it take to implement? What is the return on investment? How easy is it to scale up?

These questions are necessary to gain reassurance that you are allocating a valuable part of your budget on the right tools. This is even more important when you consider not only the initial cost of ownership but also the ongoing improvements and any maintenance. After all, getting the best out of each technological component in the workflow impacts the overall success that your company can achieve. Making the right choice first time is always the aim.

At Upland, we have been at the winning end of thousands of deals across many products, each with the aim to build a partnership with our customers and help them to realise the value of their choice.

In one of my previous blogs, ‘Having knowledge isn’t the option, how it’s delivered is’, I highlighted the types of Knowledge Management use cases that our three KM products BA Insight, Panviva and RightAnswers, can excel in. The choice isn’t whether you need knowledge management, it’s choosing the right product, and at Upland we are experts in knowledge delivery.

Don’t just take our word for it, what do the experts say?


In the 2022 ‘Gartner® Hype Cycle™ for Customer Service and Support Technologies’ Gartner  listed Upland as a Sample Vendor. This hype cycle “will help application leaders assess the maturity and risks of customer service and support technologies.” .

This year knowledge management has been highlighted as an area with a high benefit rating.“KM is rapidly becoming critical for driving customer and employee self-service efforts” – Drew Kraus, Gartner Analyst notes in the report.

To highlight the business impact having the right knowledge management can have, Gartner Analyst, Drew Kraus wrote ‘New uses of ML, combined with communication via chatbots and devices, have created new opportunities and challenges for knowledge delivery. An emerging trend is the rapid expansion of contextual content into chatbots, VCAs and virtual personal assistants, and its integration with all customer service channels (such as mobile, web chat, messaging, email, voice and VCAs for self-service)’.

RightAnswers has always been a leader in knowledge delivery, from being able to crawl multiple repositories and return the results in a single view to being able to integrate into a whole host of systems to give the user the knowledge they need, right where they need it (something made even easier and cost effective with the introduction of RightAnswers X).

The use of machine learning and AI technology in RightAnswers goes across the product, in the way that it searches, the authoring experience and even in admin functions such as the Intelligent Knowledge Builder that helps knowledge managers improve searchability in a simple 3 step process.

The increase in adoption of AI technology has been documented in the ‘McKinsey Global Survey: The state of AI in 2021’, with 56% of respondents indicating that they have adopted AI in at least one business function. Having AI and machine learning in products is no longer a nice to have, it has become an integral part of how applications can deliver successful business outcomes.

KM World

To add to the credibility as experts in AI and machine learning, RightAnswers has also been recognized by leading knowledge management publication KM World in their ‘KM World Top 50 AI: The Companies Empowering Intelligent Knowledge Management’ list for 2022. This endorsement is testament to RightAnswers always being at the forefront in knowledge management innovations.

Engagement with vendors and seeing what the analysts have to say is useful in the decision-making process but what do partner vendors have to say?


RightAnswers has always had strong integrations with leading IT Service Management (ITSM) and Customer Relationship Management (CRM) platforms. As trusted partners, we have enhanced knowledge management delivery and brought our best-in-breed capabilities within the host environment.

When it comes to CRMs, Salesforce is no doubt the biggest with an estimated 25% market share, a brand that is recognized across the globe as a leader in both the B2B and B2C tech space. Many Upland products have had long standing strategic partnerships with Salesforce, our product expertise and ability to work closely with organizations and 3rd party systems integrators has seen us become integral to long term success.

RightAnswers strong reputation for being a leader in knowledge management development and a proven track record in helping customers realize benefits, sees us included in this years ‘Salesforce EMEA ISV Industry Booklets’ as an Independent Software Vendor across all service industries.

The ISV Industry Booklets are produced by Salesforce to give their customers guidance on apps that have demonstrated delivering against specific industry use cases. We are proud to have helped Salesforce customers expand their knowledge management capabilities and be aligned in successful partnerships.

Knowledge Management Experts and Solutions

Our expertise goes beyond software, as the first software vendor to be credited as KCSv6 Verified by the Consortium for Service Innovation, not only does RightAnswers aide customers to successfully implement KCS methodology but we also have certified trainers who can ensure your organization has the right level of knowledge to make your program successful, including gaining KCSv6 Practices certification.

If you’re on your journey to find the right knowledge management solution for your organization, get in touch and one of our experts will help guide you through the best options for your use case. The choice to implement world class knowledge management is a no brainer, choose Upland.

GARTNER and HYPE CYCLE are the registered trademarks of Gartner Inc., and/or it’s affiliates and have been used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Reliable products. Real results.

Every day, thousands of companies rely on Upland to get their jobs done simply and effectively. See how brands are putting Upland to work.

View Success Stories