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 scores15 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
- Aanpasbare sjablonen
- Documenten indexeren
- Zoeken in gehele tekst
- 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 18-3-2019
Made Life Easier and Stats Better
Main reason we chose Unymira was the multilanguage support and the fact that it’s a whole knowledge platform, not just a knowledge base. We use Salesforce as a CRM and are starting to do customer service on social networks too, but it’s been a mess. Right now we’re just using the standard knowledge base but because they have so many integrations and additional modules, we can easily expand next year so we can centralize both our knowledge as well as all the communication channels. That alone will make a dramatic difference in our KPIs and I think make employees happier too because their job is easier.
Having such a big knowledge platform like KC has already been helpful for all of our contact center employees. Of course rolling out anything new meets with groans but nearly everyone was convinced immediately.
Pluspunten: Multiple languages is really nice. Makes English/Spanish/French articles easier since they are all linked together vs. in separate Word files like before. It was an issue in the past for us and the multilingual support was a big plus for us. Offering both on premise and SaaS is nice too because all the competitors only offer SaaS and we initially weren’t sure which one we’d need.
Minpunten: Users complain they can’t individually customize the look but this isn’t a core functionality issue that matters on my level. My sales POC said a new version is coming this year anyway and the screenshots I saw look better.
Antwoord van de leverancier
van Unymira USU op 28-3-2019
Jens - Thank you for your review and you're absolutely right, Knowledge Center 7 is coming later this year which features a number of improvements including to the look and feel.