Knowledge Center

Knowledge Center

door Unymira USU

Wie gebruikt Knowledge Center?

We serve companies of various sizes, in both the private and public sectors. Our knowledge management platform is used by over 150,000 service agents worldwide.

Wat is Knowledge Center?

Knowledge Center is the leading knowledge management platform for contact centers. We help your customer facing agents with relevant, easy to understand knowledge so that they can provide better, more efficient customer service.

Dealing with the sheer volume of information is harder than actually finding it. How can so many answers be at our fingertips except when we contact customer service? Our goal is to make customer service as simple as a Google search.

Knowledge Center - Details

Unymira USU

https://www.unymira.com/

Opgericht in 1977

Knowledge Center - Prijsoverzicht

Knowledge Center heeft geen gratis versie maar biedt wel een gratis proefperiode.

Gratis versie

Nee

Gratis proef

Ja

Implementatie

Geïnstalleerd - Mac

Cloud, SaaS, Web

Geïnstalleerd - Windows

Mobiel - iOS native

Mobiel - Android native

Training

Persoonlijk

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Kantooruren

Online

Functies van Knowledge Center

Customer communication management software
Afdrukbeheer
Batchcommunicatie
Chatten / messaging
Communicatie via meerdere kanalen
Contentbeheer
E-maildistributie
Interactieve inhoud
On-demand communicatie
Personalisatie
Sjabloonbeheer
Video-inhoud
Aanstellen (van personeel)
Accountbeheer
Accountwaarschuwingen
Communicatiebeheer
Gezondheidsscore
Inkomstenbeheer
Klantenbinding
Levensduurbeheer van klanten
Volgen en analyseren van gebruik
Winst- en verliesanalyse
Beslisboom
Catalogiseren/categoriseren
Contentbeheer
Discussieforums
Kennisbankbeheer
Samenwerking
Zelfserviceportal
Zoeken in gehele tekst
Afstandsbediening
Beheer van IT-assets
CMDB
Incidentenbeheer
Inkoopbeheer
Kennisbank
Mobiele toegang
SLA-beheer
Veranderingsbeheer
Zelfserviceportal

Reviews van Knowledge Center

5 van 13 reviews worden weergegeven

In totaal
4,7/5
Gebruiksgemak
4,6/5
Klantenservice
4,6/5
Functies
4,5/5
Waar voor je geld
4,6/5
Sabine K.
Leitung Geschäftsbereich Sales&Service Online
Heeft de software gebruikt voor: 1-5 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 24-5-2018

"Flexible, to customer-service needs designed platform, high standard, very good service /support."

Opmerkingen: The software helps to enhance the Customer Service situation easiliy: consistent knowledge over all channels, up-to-date content, feedback & notifciations etc.
I learned a lot from dealing with the platform because USU enhances the modules and usability in cooperation with their customers (serveral branches). At the end my profit was a very satisfied client who got the best designed technical soltuion for his needs and an optimal price-service ratio. The software is designed for a very good knowledge & contact-management for customer services, incl. interfaces etc.

Pluspunten: I was tasked to find out a professional & suiting knowledge platform to support the customer service environment of a Telco company. The challenge was to find a reliable supplier who offers a combination of knowledge base for consistent content in several support channels & online help, guided-solution option, e-learning capabilities & enhancements for future chatbot-application. Data security also was an important issue. USU offered the best 1 source solution therefore compared to more than 30 other suppliers and it was an excellent cooperation with them from sales to set-up of the project. The user-team just commented that they are happy with USU at present. I would recommend highly: technology foresight, reliability and professional support.

Minpunten: I had no negative experience during search, personal contact, solution-presentation as well as optimisation, sales & set-up.

  • Bron van de reviewer 
  • Beoordeeld op 24-5-2018
Geverifieerde reviewer
Technical & Systems Writer
Medische apparatuur, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 8-7-2019

"Great Tool for Contact Centers"

Opmerkingen: We implemented Knowledge Center to support customer service team members located in five locations across the globe (primarily North America). We needed a product with a flexible structure we could configure to meet the specific needs of our various teams as well as support our transition to a KCS framework driving content creation from the front-lines. Knowledge Center provided a cost-effective yet robust solution tailored to the needs of contact and support centers.

Pluspunten: Designed to support customer service teams, Knowledge Center provides an excellent platform for hosting the information my teams need to answer questions quickly. We have great flexibility to configure the system specific to our organizational structure, allowing us to pre-filter answers based on the user's team membership. Customizable roles and groups allow for clearly defined access rights for the users and the ability to manage those rights easily. Coupled with the customizable workflows, this has allowed us to pursue a true Knowledge Centered Support (KCS) strategy by distributing appropriate editorial privileges throughout the teams. Multiple hosted and on-prem options available.

Minpunten: Knowledge Center lacks thorough system and administrative documentation in English. This lack is somewhat mitigated by excellent support and availability of the Unymira implementation team but does create some challenges in learning the system and its potential uses. The high flexibility and customizability of the system, along with some non-intuitive interface elements, lead to a rather steep learning curve.

Antwoord van de leverancier

van Unymira USU op 9-7-2019

Thank you so much for taking the time to leave a thorough review! We're glad to hear that Knowledge Center has helped solve your knowledge management and tackle service challenges!

We are definitely aware of the issues with English documentation and are working to remedy that with new staff.

In terms of Ease of Use, the next major release is coming this year (KC7) which includes a heavy focus on improving the interface and user experience.

  • Bron van de reviewer 
  • Beoordeeld op 8-7-2019
Judy-ann B.
Knowledge Management Specialist
Telecommunicatie, 501-1.000 werknemers
Heeft de software gebruikt voor: 1-5 maanden
  • Totaalscore
    4/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    Zonder beoordeling
  • Waarschijnlijkheid van aanbeveling
    8/10
  • Bron van de reviewer 
  • Beoordeeld op 8-8-2019

"Knowledge Center is excellent!"

Pluspunten: This user-friendly software is very adaptable with very cool features.

Minpunten: At this time, I an unable to say .......

Antwoord van de leverancier

van Unymira USU op 9-8-2019

Hi Judy-Ann, thanks for taking the time to leave a review for us! we'd love to hear more details of what you like and find most useful about the tool as well as any suggestions you have!

  • Bron van de reviewer 
  • Beoordeeld op 8-8-2019
Sabrina F.
Projekt manager
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    Zonder beoordeling
  • Bron van de reviewer 
  • Beoordeeld op 22-5-2018

"We have had good experience with the software by USU. Our employee use that daily and appreciate it."

Pluspunten: I like the automatically resubmission process very well, because it helps to check all the information. This process means, that you can provided the document with an date and the software reminds you to actualize that in an regularly interval. It needs to make sure, that all of our published information are up to date and therefore in a good quality.
Also the very good word search supports people easily find the information they need.

Minpunten: I exists many components/ modules (knowledge miner, knowledge base, etc.), which cooperate together. Sometimes, especially at the beginning, it seems difficult to operate them. Also the individuality of design should be a little bit better in some cases.
These are little things compared with the great value we created with the software of USU.

  • Bron van de reviewer 
  • Beoordeeld op 22-5-2018
Katja S.
Business Unit Manager Customer Service Center
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 11-6-2018

"We are using Knowledge Center as our central information plattform for our customers. "

Opmerkingen: perfect information base for our customers and also our employees in the service center

Pluspunten: Knowledge Center is one of our central components in our support concept. We really like the acitve document technology, especially the active search and the troubleshooting guides. This allows our customer to find all information with just one search.

Minpunten: There is a learning curve for the administrator, but when you get it it's perfect. No other complaints.

  • Bron van de reviewer 
  • Beoordeeld op 11-6-2018