USU Knowledge Management Software

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Find out more:

PriceDemo

About USU Knowledge Management

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 train...

USU Knowledge Management Pricing

We have three pricing tiers: Foundation - starts at $10 per user per month. Includes AI-powered search; WYSIWYG editor; custom workflows & alerts; article feedback; cloud deployment Pioneer - starts at $15 per user per month. Includes Foundation features plus: Dynamic documents; custom workflows; rich search results; decision trees or e-learning module; cloud or on-premise deployment Visionary - starts at $20 per user per month. Includes features from all other packages plus: Decision trees module; e-learning module; advanced reporting & analytics; customer self-service; cloud or on-premise deployment *Pricing assumes minimum of 100 users

Starting price: 

$10.00 per month

Free trial: 

Available

Free version: 

Not Available

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USU Knowledge Management User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 18 reviews

User Profile

Sabine

Verified reviewer

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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.

Anonymous

Company size: 5,001-10,000 employees

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

July 2019

Great Tool for Contact Centers

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.

Pros

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.

Cons

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.

Reasons for choosing USU Knowledge Management

Designed to support customer service organizations. Great flexibility and feature set. Excellent service and support. Value for the cost.

Reasons for switching to USU Knowledge Management

Too many problems with Salesforce Knowledge. The product never seemed to be fully supported by Salesforce with features that did not work as documented. Support for problems with Salesforce Knowledge was difficult, even with Salesforce's Premiere support subscription. Licensing requirements for Salesforce Knowledge were archaic with multiple, different licenses required to implement a multi-author, multi-reviewer solution.

Response from Unymira USU

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.

Replied July 2019

Judy-Ann

Company size: 501-1,000 employees

Industry: Telecommunications

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

August 2019

Knowledge Center is excellent!

Pros

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

Cons

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

Reasons for choosing USU Knowledge Management

User-friendly Adaptable Unique

Reasons for switching to USU Knowledge Management

The knowledge base was outdated and ineffective.

Response from Unymira USU

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!

Replied August 2019

Keith

Company size: 10,000+ employees

Industry: Medical Devices

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2021

Not just "Checking Boxes" product. This is their primary focus and it shows. There is a difference

The product is really everything we could ask for. Easy to create and manage content, even easier for contact center reps to find what they are looking for quickly, with information organized clean

Pros

Many will say they offer a Knowledge Management solution however it is generally not their primary focus, if not obvious during RFP, it will become obvious once you begin to use. I have found those other companies will do "just enough" to sell you that it's "Knowledge Management" but lack necessary features impacting your ability to run a successful Knowledge project.

Cons

Nothing really comes to mind, whatever concerns I may have had are usually addressed by really responsive support team

Reasons for choosing USU Knowledge Management

Many companies will claim to provide Knowledge Management however they really do "just enough" where USU is loaded with features, bells and whistles all helping make Knowledge Management a critical component in our day to day.

Reasons for switching to USU Knowledge Management

Anyone that has worked in SharePoint can understand why. Difficult to create/manage content, awful search

Response from USU

Thanks so much Keith for taking the time to leave a detailed review. We pride ourselves on being focused on KM for service, not a general purpose add-on module. So it's glad to hear customer feedback that supports it!

Replied June 2021

Tariq

Verified reviewer

Company size: 501-1,000 employees

Industry: Telecommunications

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2021

Excellent resource to manage your single source of truth

[SENSITIVE CONTENT HIDDEN] and the team at Unymira were excellent at every level. They made it easy to understand the product and simplified the procurement process. The implementation went smoothly and [SENSITIVE CONTENT HIDDEN] was part of the journey at every step.

Pros

Ease of use, flexibility and the agent interface

Cons

None, the product met all of our criteria

Reasons for choosing USU Knowledge Management

Ease of use for the administrator and agents.

Response from USU

Hi Tariq, We appreciate your review and that USU KM meets all of your needs and is helping to make customer service easier for you and other agents! Let us know if you have any other feedback or requests!

Replied June 2021