University finds the answer

The University of Missouri has chosen a new software solution to automate its support operations. The four campuses of the university will implement RightAnswers Unified Knowledge Suite to power self-service initiatives for various help desks and the students, faculty, staff and others who use them.

The deployment is expected to provide university technicians with better access to IT support resources so they can answer questions and resolve problems more quickly. The solution should also increase first-call resolution rates and reduce repeat calls, according to a press release from RightAnswers.

Kevin Bailey, University of Missouri director of desktop technology, says, "We chose RightAnswers because its approach to self-service and knowledge management delivers enormous value. The Unified Knowledge Suite's flexibility creates a single solution that meets the diverse needs across the university system and enables us to assume a role in the knowledge-authoring process, as well as leverage the company's custom content authoring services. In addition, the company has partnered with our team to establish best-practices project guidance to successfully implement the solution and position us for maximum user adoption."

University students, faculty and staff can use the new system for round-the-clock, online access to the knowledgebase for self-resolving issues.