March 10, 2025
By Sean Coleman SVP & GM, Knowledge and Call Center Productivity at Upland Software
Features

AI-Powered Contact Center Excellence - Upland Software

Businesses today are expected to move at lightning speed, but is your contact center armed with the latest tools and technology to deliver answers to customers at rapid speed? Without an effective AI knowledge management system, information is often scattered across the organization, it can be nearly impossible for agents to find the answers they need. Plus, if it isn’t updated regularly, information can often be outdated or inaccurate, leading to extended resolution times, frustrating customers who are tired of waiting.

Upland Knowledge offers two AI-powered knowledge management solutions, RightAnswers and Panviva, that are designed to empower organizations across diverse industries. Leveraging generative answers and AI-powered search, we help overcome these challenges by centralizing information, ensuring its accuracy, and making it readily accessible to agents. This translates directly into faster resolution times, improved first-call resolution rates, and increased customer satisfaction.

Upland RightAnswers is the leading KCS KCS v6 verified knowledge management platform designed for complex enterprises needing scalable, AI-powered support solutions. With 23 years of expertise, flexible AI options including BYO AI, RightAnswers transforms how organizations handle technical support. The platform seamlessly integrates across entire tech stacks, enabling L1 agents to handle L2/L3 issues while empowering customer self-service. Organizations can dramatically reduce resolution times, scale operations without adding headcount, and maintain perfect accuracy across exploding product portfolios. RightAnswers turns technical complexity into competitive advantage through intelligent knowledge creation, curation, and delivery.

Upland Panviva transforms knowledge management for complex, highly regulated industries. We go beyond simple Q&As, using AI to enhance both agent and customer interactions. Our generative AI curation, vetted by your experts, delivers real-time recommendations precisely when they’re most valuable. Ideal for large contact centers in sectors like healthcare, health insurance, banking, utilities, and BPOs, Panviva offers adaptable solutions that fit your evolution. Whether you’re starting with compliance-driven manual knowledge management or ready for fully integrated, AI-powered guidance across your contact center ecosystem, Panviva scales with your needs.

Ready to transform your knowledge management and empower your team to deliver exceptional customer experiences? Visit our website to explore how Upland Knowledge can revolutionize your support operations.