door Unymira USU
Wie gebruikt deze software?
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.
Gemiddelde scores13 beoordelingen
- In totaal 4.5 / 5
- Gebruiksgemak 4.5 / 5
- Klantenservice 4.5 / 5
- Functies 4.5 / 5
- Waar voor je geld 4.5 / 5
- Gratis versie Nee
- Gratis proefversie Ja
Geïnstalleerd - Mac
Cloud, SaaS, Web
Geïnstalleerd - Windows
Mobiel - iOS native
Mobiel - Android native
24/7 (contact met medewerker)
- Unymira USU
- Opgericht in 1977
Over 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.
Functies van Knowledge Center
- Chatten / messaging
- Communicatie via meerdere kanalen
- Interactieve inhoud
- On-demand communicatie
- Aanstellen (van personeel)
- Bijhouden en analyseren van gebruik
- Levensduurbeheer van klanten
- Winst- en verliesanalyse
- Zoeken in gehele tekst
- Beheer van IT-assets
- Mobiele toegang
De nuttigste reviews van Knowledge Center
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.
Beoordeeld op 22-5-2018
We have had good experience with the software by USU. Our employee use that daily and appreciate it.
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.
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.
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.
Beoordeeld op 8-6-2018
Easy to use. Nearly everything is configurable with less "Clicks"
- the possibility to arrange knowledge as an interactive Dialog
- the easy arrangement of Infoobjects to build a view for usergroups
- the straight right-management on documents + user (groups) + kategories
As an Admin:
to use the possibilities of customizing there are (many) different views (UX) and different concepts of doing something to understand (Version 6.7)
Beoordeeld op 30-3-2019
Training was fast and deployment easy
Opmerkingen: As a manager, I don’t work with Knowledge Center much directly but for all my people it’s been easy so far. There’s always a few older ones who are slow to catch on but 90% were working no problem immediately. After we chose Unymira they worked with us to get on site deployment and configuration planned. Since they’re German, they had some people on site with us and a couple remote. The software is pretty customizable which meant it took time to get all the requirements figured out and configure it how we needed. A few kinks to iron out like with any new system but great so far. Our key people got trained quickly and there were no hiccups deploying it.
Pluspunten: User friendly, training was simple with the consultants and all updates/changes in things like price and return policy are immediate. No more changing the same thing in ten places which is a huge time saver means less headaches. Everyone loves the little follow feature with the geese. It’s a nice touch people keep mentioning.
Minpunten: Better reporting dashboard for stats/analytics.
Antwoord van de leverancier
van Unymira USU op 2-4-2019
Thank you for your review! We always enjoying hearing about another great deployment experience and appreciate your taking the time to let others know. Should you need anything else, please feel free to contact us!