Upland RightAnswers AI Knowledge Platform for Enterprise
Upland SoftwareReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
43 reviews
from
External reviews are not included in the AWS star rating for the product.
Outstanding product from a great company that is a true partner
What do you like best about the product?
Upland RightAnswers is a Knowledge Management company and as such, they have the ability to focus on what's necessary to "do" knowledge management the right way. You aren't forced to work with a tool that has KM as a second thought add-on. RightAnswers meets KCS requirements out of the box. The company listens to and acts on feedback from it's users and works to continuously improve the system. You do not have to depend on a community post to get answers! They have real people you can speak with and meet with on a regular basis. The platform itself is easy to use and support. I don't need a CAB meeting and a developer to make a change to the system. It's ITSM agnostic and will work with any system that has an API it can plug into.
What do you dislike about the product?
I wish that people understood that there's value in using a system that is made for Knowledge Management. Just because a platform has a "free" knowledge module, doesn't mean it's any good. There's a cost to using RightAnswers, but I believe it's offset by being able to support our teams efficiently as well as their ability to easily search, filter and find knowledge.
What problems is the product solving and how is that benefiting you?
We needed a solution that would unify our many sources of knowledge, increase first call resolution and decrease time to onboard new agents. We've been able to successfully achieve these goals.
Recommendations to others considering the product:
I've heard RightAnswers compared to other systems as the Cadillac of KM systems with the question being asked, why should I buy a Cadillac when a Honda will do? Here's my answer. It's not the car itself you are comparing, it's the guidance system. Do you want a guidance system that will not only tell you how to get from point A to point B, but if there is construction on the road, will route you around any traffic jams, and will reroute you to the nearest gas station if you need gas or get hungry? OR do you want to use an outdated map that stored in the glove box or trunk? Most people's KMS system is the outdated map in the trunk. RightAnswers will show you there is a better way.
Flexible Knowledge Management
What do you like best about the product?
Flexibility and ease of use: The platform is now serving multiple, diverse departments and business areas across our company thanks to the ability to easily create portals and organise content.
Our author's and administrator's lives are made easier by the features of their respective consoles within Right Answers.
Our author's and administrator's lives are made easier by the features of their respective consoles within Right Answers.
What do you dislike about the product?
User management at scale is somewhat challenging without being able to utilise Active Directory. The administration of users in a dynamic business setting where access regularly changes is not straightforward.
What problems is the product solving and how is that benefiting you?
Right Answers was used to consolidate our suite of Knowledge Management tools into a centralised platform and experience wherever you worked in the business. This meant a massive upgrade for some areas and an overall consistency of how content is written and consumed.
Benefits have included a faster speed to competency for new starters, a decrease in investment time and more flexibility, with staff able to easily support other business areas when the knowledge content is available to support.
Benefits have included a faster speed to competency for new starters, a decrease in investment time and more flexibility, with staff able to easily support other business areas when the knowledge content is available to support.
RA review
What do you like best about the product?
KB tree's is extremely useful. Also, gamification gets users submitting more knowledge.
What do you dislike about the product?
3rd party integration could be better for CA service desk.
What problems is the product solving and how is that benefiting you?
Current knowledge is stagnant and no new articles are being added. More exposure to wider user base.
Recommendations to others considering the product:
Encourage users to always add to the knowledge base.
RightAnswers
What do you like best about the product?
My RA Success Manager, Design Manager, Integration Manager that are working me on implementation and design and configuration of the tool. This tool will provide Help Desk, Support, and end user support information and details required to ensure information is updated and current. Good Training material
What do you dislike about the product?
Some complicated configuration but nothing that cant be corrected by using it more and get online training
What problems is the product solving and how is that benefiting you?
Understanding of the layout and logic for creating correct and useful knowledge document and instructing support teams that we must follow the KCMS methodology to be successful in providing our customer accurate information
Recommendations to others considering the product:
The tool provides information that can be used by Help Desk, Support Staff, and End Users and Stack Holders
Great class!
What do you like best about the product?
The facilitator did an excellent job explaining the concepts, adding real-world examples, and answering our questions. And the program is quite well designed. I have been in project management for over 10 years, and I didn’t expect KCS to be so thorough. I expected details on the concepts, models, methods, etc… But the KCS training was essentially a step-by-step guide on how to implement KCS in an organization. Very impressive, and well worth the cost.
What do you dislike about the product?
Wish we could have met face to face, but the online format was still very effective.
What problems is the product solving and how is that benefiting you?
We are learning all about KCS models and implementing knowledge management to our org.
A Vital Resource for KB Material
What do you like best about the product?
The ability for our company to customize content.
What do you dislike about the product?
Some of the generic content is not applicable to our needs.
What problems is the product solving and how is that benefiting you?
It allows our support staff to reference solution articles to better support our customers. This allows our team leads to focus on other tasks.
Recommendations to others considering the product:
Examine all aspects of the application to ensure it will serve your needs.
Excellent KCS Workshop
What do you like best about the product?
We contracted RightAnswers for KCS training for two groups of users on two separate occasions. Michelle Stumpf was our KCS trainer for both engagements and we had an excellent overall experience.
Michelle was well prepared, easy to work with, and the training content had great depth and value. Our support team has successfully implemented KCS over the past year thanks to Michelle!
Michelle was well prepared, easy to work with, and the training content had great depth and value. Our support team has successfully implemented KCS over the past year thanks to Michelle!
What do you dislike about the product?
Based on our experience with 2 KCS Workshops, there were no downsides with working with RightAnswers.
What problems is the product solving and how is that benefiting you?
We have successfully changed our support processes to use KCS and rebuilt our knowledge base from the ground up. The RightAnswers training went a long way for our time and was a great investment.
Recommendations to others considering the product:
We highly recommend the KCS Workshop provided by RightAnswers.
Great Tool and Great Team behind it
What do you like best about the product?
1. ease of customization
2. flexibility
3. support team
2. flexibility
3. support team
What do you dislike about the product?
On-prem version is based on Apache and Java - need people that know both.
What problems is the product solving and how is that benefiting you?
Knowledgebase - linked to Service Management
RightAnswers helping our ContactCenters to perform better
What do you like best about the product?
- The people of Upland are always willing to help you to find the best possible solution and think along with us
- Great support team
- Strategy towards the future (roadmap)
- Great support team
- Strategy towards the future (roadmap)
What do you dislike about the product?
- Search function for bilingual countries should be optimized
What problems is the product solving and how is that benefiting you?
- Selfservice for our customers
A strong KMS with lots of potential.
What do you like best about the product?
The system has plenty of features that assist with multiple business sectors and choosing what works best comes easy and natural. The company's support and technology teams are very attentive and truly enjoy what they are doing.
What do you dislike about the product?
Sometimes I like to get my hands dirty and make changes to help progress my own business. Some of the widgets are not able to be customized in house; So not having the ability to effect some of those features becomes tedious at times.
What problems is the product solving and how is that benefiting you?
We are demonstrating the need for a KMS by providing our employees the ability to meet set KPIs. We are also able to assist clients with up-to-date information and the ability to quickly engage our workforce when information changes to prevent outdated procedures from causing issues. Being able to engage our large workforce quickly and efficiently because a go to in how we move information.
Recommendations to others considering the product:
Its a solid KMS platform. It will take sometime to understand the whole picture, but once the pieces align it becomes a treat to use and admin. Understanding the ability of how your organization digests information is key to this product working efficiently.
showing 21 - 30