RightAnswers Support Analyst provides a “personalized” portal environment that promotes Analyst collaboration and provides the resources necessary to maximize analyst efficiency and effectiveness. It provides both simple and advanced browse/search capabilities and is specifically designed for First-Level analysts to quickly and easily access a robust Knowledge Base, thereby increasing First Call Resolution rates and reducing call escalations. This, in turn, enables Second Level analysts to concentrate on resolving more “level appropriate” incidents.

For example, one current RightAnswers client deployed RightAnswers Support Analyst to their 20 First- and Second-Level Analysts that support over 20,000 end-users. And, for the first time in nine years, they have not needed to add resources to continue providing the high-level of support that their end-users have come to expect!

Also, by utilizing RightAnswers Support Analyst, analysts can 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 statistics of the self-service portal.