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 ...


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Supported Operating System(s):

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

13 Reviews of Knowledge Center

Average User Ratings

Overall

4.69 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(9)

9

4 stars

(4)

4

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 13 results

May 2018

Sabine from Khne&Trster Gesellschaft fr Vertriebsentwicklung mbH

Time Used: Less than 6 months

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.

July 2019

Anonymous

Verified Reviewer

Company Size: 5,001-10,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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 Knowledge Center

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

Response from Unymira USU

Replied July 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.

May 2018

Sabrina from HDI

Time Used: Less than 2 years

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.

August 2019

Judy-Ann from FLOW

Company Size: 501-1,000 employees

Industry: Telecommunications

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

4.0

Functionality

4.0

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 Knowledge Center

User-friendly Adaptable Unique

Response from Unymira USU

Replied August 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!

June 2018

Katja from Aspera GmbH

Time Used: More than 2 years

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.