Knowledge Center Software

4.71 / 5 (14)

About Knowledge Center


Knowledge Center is a cloud-based knowledge management solution that allows call center businesses to create a central knowledge repository for their agents. The solution caters to multiple industries such as automobiles, FMCG, sports and telecommunications.

Knowledge Center helps businesses to create articles for their knowledge base using a built-in Article Editor feature as well as enables them to create decision tree documents. With Intelligent Search tool, agents can dive into the knowledge repository and find answers to customers queries. An inter-agent chat facility helps agents to communicate with other team members and escalate issues to seniors.

Knowledge Center also offers an e-learning feature that help businesses to provide self-learning and training for agents. Businesses can set and define approval workflows for the articles to be added, updated or removed from the knowledge base.

It offers integration with Salesforce, Zendesk, SAP and Microsoft Dynamics. Support is offered via phone and email.



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Supported Operating System(s):

Windows XP, Web browser (OS agnostic), Windows 8, Windows 10

14 Reviews of Knowledge Center

Average User Ratings

Overall

4.71 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(10)

4 stars

(4)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-14 of 14 reviews

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March 2019

Jens from Stolzberger GmbH

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

March 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.

Pros

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.

Cons

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.

Response from Unymira USU of Unymira

Replied March 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.

May 2018

Sabrina from HDI

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2018

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

Pros

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.

Cons

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.

June 2018

Katja from Aspera GmbH

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

June 2018

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

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

Pros

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.

Cons

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

June 2018

Gerhard from N-ERGIE Kundenservice

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

June 2018

Easy to use. Nearly everything is configurable with less "Clicks"

Pros

- 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


Cons

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)

March 2019

Jan from MHP

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

March 2019

Training was fast and deployment easy

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.

Pros

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.

Cons

Better reporting dashboard for stats/analytics.

Response from Unymira USU of Unymira

Replied April 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!

June 2018

Dominique from Diebold Nixdorf

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

June 2018

A very powerful tool for knowledge management in service environments with excellent vendor support.

Pros

The intuitive handling, the wide area of application as well as the capability to cover complex business needs.

Cons

A full implementation with all available functions in a complex business environment can be a challenge (from administrative POV) because of the detailed configuration possibilities. However the vendor offers great support in this stage.

May 2018

Sabine from Kühne&Tröster Gesellschaft für Vertriebsentwicklung mbH

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2018

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

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.

Pros

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.

Cons

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

March 2019

Anne from GlobalFlow GmbH

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

March 2019

Customer Service Team Lead

I got tasked with managing a lot of the editorial process at my company, so making sure policy documents for things like returns or product data is always up to date. We had several complaints with people getting incorrect information from different people and management suddenly decided to find a solution. Having tried a bunch of different programs I was pretty skeptical but so far Knowledge Center has been surprisingly easy. Who’d have thought something as simple as centralizing all the info in one place could make such a big difference.

Pros

Easy to use when on a call. Custom workflows for editors are great and mean I can easily review what coworkers are writing/adding before it is live. It’s also much easier than before since I have a dedicated queue of work to approve or check vs. getting emails or word docs.

Cons

None as a regular user. The incorporated e-learning could have more LMS functionalities.

June 2018

Thomas from Funke Dialog

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2018

flexible, easy to use knowledge database

Pros

responsive, easy to handle, offers all the tools to manage your information effectively.
Active documents offer a great way to minimize your document count.

Cons

The Graphical User Interface could use more customisation options. Some features (minor) seem only to work with Internet Explorer.

June 2018

Wolfgang from LIWEST

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

June 2018

The software gets improvements every year in close collaboration with the customers

Pros

flexibel, easy to use, flexible workflows, innovative features, APIs for integration with external software, very configurable

Cons

Some administrative tasks and configurations are seperated in multiple different UIs what easily results in erros during the configuration.

April 2019

Tim from Bonkers Media

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

April 2019

Our agents got started using it really quickly

Low learning curve for new users which was key for rolling it out to 100+ users. Everyone got up and working pretty quickly with few problems. Despite getting used to the new program, most employees were already more productive within the first week or two just because they didn’t have to search much to find what they needed. Keep doing what you’re doing! Great.

Pros

Simple navigation and interface. Search works well and is fast, actually gives you good results too vs. what we used to use.

Cons

Some of the PDFs we migrated were scrambled in places, but they were scanned docs, so not sure whether or not that is the software’s fault or not.