Sold by: Upland SoftwareÂ
Deployed on AWS
Vendor Insights
RightAnswers is an AI powered knowledge management platform that helps enterprises resolve issues faster, reduce support costs, and deliver superior customer experience. RightAnswers centralizes knowledge, accelerates agent productivity, and empowers customers with instant, accurate answers, reducing costs and boosting satisfaction
Overview
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RightAnswers
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We solve real business challenges
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How RightAnswers boosts your CSAT and eSAT
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Why RightAnswers
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KCS Explained
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Benefits of KCS
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RightAnswersX - codeless browser extension
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Product video
RightAnswers, a KCS v6 verified enterprise knowledge platform, transforms technical support with AI powered knowledge creation and delivery. Combining 23 years of expertise with flexible AI options, it enables organizations to scale support operations, reduce resolution times, and empower both agents and customers to solve complex technical challenges efficiently
What sets RightAnswers apart?
- KCS v6 Verified for Built on Industry Best Practices: Knowledge-Centered Service (KCS) v6 The KCS methodology is a registered service mark of the Consortium for Service Innovation. RightAnswers is KCS verified to follow globally recognized knowledge management standards. This means your organization benefits from proven methods for capturing, sharing, and improving knowledge, ensuring your information stays accurate, up-to-date, and valuable for both your teams and customers.
- True AI-Driven Knowledge: Experience the next generation of knowledge management with our advanced generative AI and natural language processing. Deliver precise, context-aware answers instantly, empowering your teams to resolve issues faster, deflect repetitive tickets, and elevate every customer interaction.
- Seamless, Effortless Integrations: RightAnswers fits right into your existing ecosystem. Instantly connect with ServiceNow, Salesforce, Microsoft Dynamics, JIRA, Teams, and more, bringing knowledge directly into your agents daily workflows. Eliminate context-switching, streamline support, and drive productivity without disrupting your operations.
- Immediate Impact, Rapid Time-to-Value: Accelerate your ROI from day one. Deploy RightAnswers in minutes with a codeless browser extension, tap into a robust library of 40,000+ pre-built troubleshooting articles, and use AI to create and validate content at scale. Your team delivers measurable value, fast.
- Enterprise-Grade Security & Unmatched Flexibility: Built on AWS, RightAnswers delivers the security and reliability global enterprises demand. Enjoy flexible AI options, including Bring Your Own AI, multilingual capabilities and tailor workflows to your unique business needs, all while maintaining stringent compliance and data protection.
- Accelerate Resolution with Self-Service Portal, Guided Workflows & Decision Trees: Standardize troubleshooting and support processes with intuitive self-service, easy-to-create decision trees and checklists. These tools ensure consistent, accurate outcomes and speed up customer inquiries, reducing support volumes and enhancing satisfaction.
- Proven Business Results: Join industry leaders who have transformed their support operations with RightAnswers. Organizations report up to 50% faster resolution times, 30% lower support costs, and dramatically higher customer satisfaction, turning knowledge into a true strategic advantage.
Why choose RightAnswers over other solutions?
- Only platform with KCS v6 verification and deep ITSM/CRM integrations.
- Combines hybrid search, generative AI, and actionable analytics in a single, unified platform.
- Backed by 23 years of knowledge management expertise and a dedicated success team. Do not settle for a static knowledge base. Choose RightAnswers and turn your knowledge into a strategic asset that drives efficiency, innovation, and customer loyalty.
For custom pricing and assistance, please contact kcmpartner@uplandsoftware.comÂ
Highlights
- AI-powered, KCS v6 verified knowledge management: Accelerate agent productivity and reduce costs with generative AI, federated search, and advanced analytics.
- Seamless integrations for connected enterprise support: Integrate with leading ITSM, CRM, and collaboration tools, delivering knowledge where your teams work.
- Rapid deployment and proven ROI: No-code setup, 40,000+ pre-built articles, and dedicated onboarding ensure fast time-to-value and measurable business impact.
Details
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Delivery method
Deployed on AWS
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Features and programs
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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/36 months |
|---|---|---|
Knowledge Unlimited | 500 Users who create and modify knowledge as well as access knowledge. This tier is required for KCS users | $720,000.00 |
Knowledge Essentials | 500 Users who need access but do not create or modify knowledge | $360,000.00 |
Knowledge Creator | 500 Users who create and modify knowledge but do not need to access knowledge or create reports in Upland Analytics | $540,000.00 |
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Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
When you choose RightAnswers as your knowledge management partner, you get much more than just our knowledge management software. RightAnswers provides a customer support program that ensures your successful knowledge strategy throughout your entire engagement with RightAnswers.
SUPPORT EVERY STEP OF THE WAY:
- Some of the ways our Customer Success team helps achieve the long-term effectiveness of your knowledge initiative:
- Teaches you knowledge management best practices and KCS® best practices
- Provides continuous analysis and guidance
- Helps you implement best practices in self-service adoption
- Assists in content development during the pre-production, pre-launch, and post-launch phases Chat with Us
- Call us at 732.331.1015 or email us at rightanswers-support@uple25.wpengine.com with any questions. We are ready to help.
- Please log in to see our complete support knowledge base. KCS® is a service mark of the Consortium for Service Innovation™
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
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45 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Information Technology and Services
Needs work
Reviewed on Sep 26, 2025
Review provided by G2
What do you like best about the product?
Simple to use for novice users, but it's not really designed for power users. The Taxonomy feature is nice. The pre-made content categories in solution templates are helpful, but you also have the flexibility to create your own templates. The HTML cut-and-paste feature is nice. The wand/AI features are nice to DRAFT verbiage.
What do you dislike about the product?
The search feature is not very usable when you are trying to create links. The neural search algorithm doesn't always work right. Sometimes, certain expected articles aren't found by searches for keywords that are in the article or title/text, even if you set the boost high. I think there needs to be a way to select more than one article at a time and export them as a PDF, instead of one article at a time. Misspelled words, bad punctuation, and grammar errors should be highlighted in red text in the article (as in MS Word or Oxygen) and allow you to correct them by right-clicking on them and selecting suggested corrections. The TinyMCE editor used by RightAnswers is not very feature-rich.
What problems is the product solving and how is that benefiting you?
Combining contact center articles and knowledge base/help articles in one place is our goal, and the product has a simple enough user interface to allow non-writers to draft articles. The built-in and customizable workflows are useful for the authoring, review, editing, and publishing processes. The product encourages topic/article-based writing.
Information Technology and Services
My Testimony of RightAnswers
Reviewed on Sep 26, 2025
Review provided by G2
What do you like best about the product?
I really appreciate the structure and the clean layout of the content, as well as how straightforward it is to set up and implement. Our customer support team relies on it regularly. We also make use of the reporting features to monitor usage and identify trends. Our point of contact has been phenomenal, and we feel well supported as we continue to use the software. We're looking forward to all the future releases.
What do you dislike about the product?
I wish it were easier to integrate our knowledge base with Salesforce. We've been experiencing ongoing issues and setbacks for months, which has made adoption challenging. Some of our technicians struggle to use the knowledge base consistently because they already have so many tools and tabs open, and the Knowledge Base just becomes another tab to manage. Beyond the integration difficulties, I also wish there were a built-in way within the platform to suggest new articles or ask questions about missing information, so that authors could address those gaps directly. Right now, we have to rely on external tools like Slack channels and workflows to collect that kind of feedback, which isn't ideal.
What problems is the product solving and how is that benefiting you?
Duplicate Detection will be extremely valuable for us. With more than 4,000 articles created by different teams and agents over the years, being able to consolidate this content and more easily clean up outdated knowledge would be a significant help. Additionally, having AI agents to assist in writing articles would make a big difference. As leadership has changed, support for the RightAnswers KCS program has declined, and we are finding it difficult to secure leadership involvement and management support to ensure that KCS authors continue to create and maintain knowledge on a regular basis.
Consumer Goods
Limited platorm, but CSM support is amazing!
Reviewed on Jul 21, 2025
Review provided by G2
What do you like best about the product?
Our CSM provides exceptional support, consistently going above and beyond to assist our company. His proactive approach, including ticket creation and immediate responsiveness, is invaluable. This high level of service mitigates some of the platform's drawbacks. During contract renewal, he efficiently addressed our concerns and negotiated a favorable agreement tailored to our needs.
What do you dislike about the product?
This platform is severely hampered by outdated features and a lack of essential functionalities. The absence of an integrated spell checker necessitates time-consuming manual checks for each article, impacting author productivity. Image editing capabilities are archaic and reminiscent of early 2000's software. Furthermore, the self-service portal lacks customization options, and the process for requesting and implementing changes is cumbersome and requires excessive service hours.
What problems is the product solving and how is that benefiting you?
The implemented self-service support portal offers customers convenient access to a wealth of DIY resources and troubleshooting information. The simplistic design of the portal allows users to quickly locate helpful content by first selecting their relevant product category. From there, they can explore a range of solutions, FAQs, and guides tailored to their specific product needs. This empowers customers to resolve common issues independently and at their own pace.
Amber H.
This has been a great experience and would do it again.
Reviewed on Mar 27, 2025
Review provided by G2
What do you like best about the product?
It provides insight and is helpful when making decision or gathering research. Customer support is excellent and it is easy to implement and integrate especially for frequent usage. There are a number of features that are provided and it appears to be easy to use no matter the technology background the user may have.
What do you dislike about the product?
Sometimes too many features is overwhelming and can cause a user to stop and not want to use it anymore. Having customer support helps but their availability may not always line up with the users and can discourage future usage. This may be more daunting to the user especially if they don't use technology often and using technology is not their strong suit.
What problems is the product solving and how is that benefiting you?
As of today, It isn't solving any business problems currently, but I am hoping to improve our usage of technology and implement a more simple and user friendly software that can provide assistance to many different users. Whether they are tech savvy or not, will not matter and will provide assistance to anyone.
Graphic Design
Its very helpful tool
Reviewed on Mar 13, 2025
Review provided by G2
What do you like best about the product?
I found the AI search capabilities to be most useful for my work and giving me ready and helpful smart answers i can directly use to my advantage. Its helpful it “detects” the low value calls so we have more time to focus on the really important ones and make our work process more productive l. Overall im happy.
What do you dislike about the product?
Im not sure there is something that i can characterise as “the least useful” but since i have to put 300 characters in my answer i will force myself to say thar maybe the option to bring our own AI cuz we don’t have one so its not a much of a use to me personally however i can see how its a plus for most people.
What problems is the product solving and how is that benefiting you?
Upland RightAnswer is solving the problem with new employees with its “AI Guide for contact centers” so thats very helpful for any new team member also its putting less weight on the managers with the new team memeber’s onboarding so thats a great quality amongst all other options. Im happy with it.