Bomgar, Paychex Share Insights at IMPACT 2010

Following up on our last blog post, Day 2 of IMPACT 2010 has officially come to an end.  We noticed a lot of great interaction throughout the day between customers, the RightAnswers executive team and industry experts.  We hope that our customers found the information presented today insightful and helpful.

The afternoon kicked off with three track sessions, including a Q&A forum with Eveline Oehrlich (Senior Analyst @ Forrester Research).  This session allowed customers to follow-up with Eveline based on her keynote speech that was delivered earlier in the day.  During the session, customers expressed concerns about how to get support analysts “buy-in” to use knowledge and self-service tools such as the ones offered by RightAnswers.  Eveline mentioned that one of the biggest factors is measuring accountability.  In addition, according to Eveline, “first call resolution and customer satisfaction should be the number one goal of every organization.”

Following these track sessions were two additional meetings – one with Simon Yelsky (VP of Product Management & Client Success) and the other session included a presentation from Bomgar, a RightAnswers’ partner.  Simon discussed supporting your applications using RightAnswers content effectively.  The session provided customers with insights and strategies that they could implement at their respective organizations.  During the partner session, Russ Duffey (VP of Business Development at Bomgar) spoke about combining knowledge management and remote support.  Following the presentation Tony Salgado (Solutions Engineer at Bomgar) and Keith Berg (VP of Professional Services @ RightAnswers) provided a demo of how the two companies are working together to provide “extended self-service” capabilities.

Following these two track sessions, Paychex gave a presentation on how “KCS is the Foundation of Support.”  The day was capped by two more forums:

• “First Contact Resolution” (Peter McGarahan, Principal, McGarahan & Associates)
• “Unified Knowledge Suite Beyond v6” (Simon Yelsky, VP of Product Management and Client Success; Mark Sutter, VP of Product Development)

The day concluded with a Q&A discussion between customers and the RightAnswers’ management team.  This provided customers with a great forum to express some of their ideas and strategies.  During this session, Bill Pollie (VP of Business Development at RightAnswers) presented HCL with RightAnswers’ Innovative Partner of the Year Award.

Advertisement