RightAnswers Solidifies Commitment to Higher Education Market with Support of Complete Microsoft Live@edu Suite

RightAnswers Eases Increase in Support Issues During Application Transition Spanning 36,000 Users

CLARK, N.J. — RightAnswers, Inc., the recognized leader in providing self-service and internal support knowledge management solutions, today announced that it has solidified its commitment to the higher education market through its continued support of the Microsoft Live@edu program. Live@edu provides educational institutions with a set of hosted collaboration services, communication tools, web-based applications, and much more. As part of the Microsoft Partner Program, RightAnswers supports the current Live@edu offering within the company’s Knowledge-Paks® Library.

The RightAnswers Knowledge-Paks Library is comprised of more than 150,000 pre-written solutions covering 300 of the most popular commercial off-the-shelf software applications, and contains comprehensive application feature, functionality, and usage information. Through the Knowledge-Paks, clients have access to articles on the current offering of Live@edu. In addition, RightAnswers will support Live@edu applications that will be added in the future.

As educational institutions take advantage of the benefits offered by moving to Live@edu, providing comprehensive self-help support for students, faculty and staff becomes increasingly important. When an educational institution makes a major change in the standard applications supplied to their installed base, those end-users will have questions and need support during the transition. RightAnswers provides a robust knowledge base to answer those questions, along with a user-friendly, web-based interface for self-help that enables end-users to resolve issues on their own. This reduces the number of calls to the support center.

“We recently made the switch to Live@edu to provide our students with its enhanced features and functionality,” said Nathan Eatherton, Service Desk Manager at the University of Missouri. “As part of this effort, we moved more than 36,000 students from our old e-mail system to the new Live@edu e-mail service. Knowing we weren’t staffed to handle such a large undertaking on our own, we relied heavily on our RightAnswers self-help portal to provide students with the most up-to-date information (instructions and frequently asked questions). Students leveraged the self-help portal with its 24/7 availability for most of their support needs (over 23,000 solutions viewed) during the transition. With only a modest increase in calls to the service desk, we were able to maintain the level of service we provide for all of our other solutions – something we couldn’t have done without the RightAnswers self-help portal.”

“We are very committed to the higher education market, and we understand their pains in trying to resolve support issues quickly and easily,” explained Jeff Weinstein, President and CEO of RightAnswers. “Within our RightAnswers University Edition we support many software applications specific to higher education customers, and our continued support for the Live@edu program further solidifies this commitment. We have given our higher education customers an even greater ability to self-resolve incidents, while at the same time improving the efficiency and effectiveness of support analysts.”

University customers can receive more information regarding RightAnswers solutions at www.rightanswers.com/rightanswers-self-service-university-edition.

About RightAnswers, Inc.

RightAnswers delivers the high-impact content, technology solutions and value-added services to enable internal support organizations to improve the end-user support experience, increase support capacity and reduce support costs. The RightAnswers Unified Knowledge Suite provides the tools needed to facilitate rapid problem resolution for both self-service end-users and support analysts. RightAnswers solutions are used by more than 4 million licensed end users across hundreds of companies including commercial enterprises, higher education institutions and government agencies. For more information, visit www.rightanswers.com.