About Universal Knowledge

Universal Knowledge is a knowledge management solution designed by Knowledge Powered Solutions to increase the efficiency of agents and reduce operational costs. The modules offered include call center, customer service, web self-service, help desk and knowledge management. It provides a multi-deployment option and can be hosted either on cloud or on-premise.

As part of the knowledge management platform, companies can integrate the system with existing knowledge sources, eliminates the need to duplicate or relocate information. It uses a natural language search, so users can ask questions instead of using keywords.

The web self-service module integrates directly with a company website and offers features like automatic FAQ lists, automated query escal...


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Supported Operating System(s):

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

11 Reviews of Universal Knowledge

Average User Ratings

Overall

4.55 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(6)

6

4 stars

(5)

5

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 11 results

September 2018

Salie from Rqtech

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

September 2018

Knowledge Management in Developing Countries

With a new generation of South Africans coming into the business market it becomes more and more difficult to mentor everyone in the same way. The pressure that internships and learner-ships place on Snr resources is huge, but with KPS KM important knowledge can now be shared and distributed through the organisation as well as over the years.

Pros

Ease of harvesting knowledge from other systems. The AI like function of linking search phrases to topics. Taxonomy setup and linking of user rights. Management of content and the regular updating of it.

Cons

Collaboration between individuals could be more Graphic, but it works well.

December 2019

Martin from Contact 1-2-1

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

Critical software for our use in our contact centre

The significant positive effects on increased First Contact Resolution and Customer Satisfaction, decreased Complaints and AHT, better staff engagement (internally and with customers and their customers), better bottom line Financials, and overall ease and accuracy of implementation of changing information and processes. Our environment is fast-paced and ever-changing. I doubt whether we could keep up with these and provide the levels of services that our customers demand without having KPS KMS in place.

Pros

As a outsource contact centre, servicing multiple corporate and government accounts, an extremely good knowledge management software product is critical to the on-going successful delivery of all services. The KPS KMS fulfills that requirement in every regard. It provides significant bang for sensible bucks. It is relatively easy to setup, use, administer and maintain. Our contact centre agents and our customers love it, as do those who contact us. Major positive effects on AHT, First Contact Resolution, Financials, and Complaints etc

Cons

There is very very little to not like about this software - to the point that we as an organisation and sgnificant heavy users of it cannot think of any that easily comes to mind

Reasons for Choosing Universal Knowledge

Simply - great product, great value, great bang for bucks. And, KPS is a pleasure to deal with - they look for solutions and resolution, rather than find problems and challenges too hard to solve.

September 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2018

Strong functionality, great support

We've got a strong tool for our customer service team to use as a knowledge resource. The learning curve is a bit steep, but worth it.

Pros

I love the support we receive, and the robust functionality. KPS is very open to changes, and are positioned to be adaptive to customer needs.

Cons

The UI is not terribly intuitive, which can be problematic. We're not always satisfied with the import functionality. None of these are drastic issues, though.

Response from Knowledge Powered Solutions

Replied September 2018

Thank you, we appreciate you taking the time to complete this review of KPS Universal Knowledge. We are grateful for your comments about the depth of functionality and great customer support and we do understand your comments about the UI and the development team is currently working on improvements. The next release of Universal Knowledge will provide an easy to use intuitive UI that can be configured by end users. Thank you.

December 2020

Ashlee from Indiana University Health

Company Size: 10,000+ employees

Industry: Hospital & Health Care

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

December 2020

KPS Review

The knowledge management software gave our team the edge in streamlining our scheduling processes and provided all resources that our teams needed to ensure our patients were scheduled and taken care of in a timely manner. The KPS team is amazing to work with and provided excellent support to our team.

Pros

The KPS System is a great tool and resource to house all scheduling knowledge management guides that provides ease of access and enhancements to improve overall team performance and quality.

Cons

In the beginning stages of implementations we did find that there were some difficulties customizing the software to meet our needs, this was immediately resolved and future enhancements improved our overall experience. The KPS development team is always exploring innovative ways to enhance the technology.

September 2015

Vicki from Our Daily Bread Ministries

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

September 2015

Greatly satisfied implementation and usage of Knowledge Powered Solution

The implementation team came on site to provide hands-on server install and customization. During this multi day visit, their team created customized scripting to extract book titles and detailed information to feed the Knowledge Management System. The results are: time saved, the availability of data for the Customer Service Representative (CSR) to speak with agility and on demand knowledge for a 2 minute call constraint. This near real time data originated from another system of record but appears seamless to the CSR. As the software releases become available, KPS staff are proactive to insure our operating system and SQL releases are compatible with the new software. As we refresh to the most current release in 3 weeks, they have committed to Go-To-Meeting and help us to install while they watch to answer our question and develop our internal knowledge. We have built a very solid library of information for repeatable processes, integrity in our data, and quickly implementing new documentation with little confusion. Write authority is limited by access control and the read permissions are wide. Our content library is very stable and well managed, thanks in part to the permissions design. The KPS team has been very responsive to our Information Service team for information. The system has not failed in the 3 years we have used it on our own servers. The KPS tem send out notices of existing functionality as we grown and announcing new capabilities as their product demand grow. Their staff provides personalized support and not dial x for this or that. The KPS software has allowed us to annotate procedures which are critical for control and legal compliance. An intentional naming scheme allows us to identify document which need to be reviewed at least annually for payment card compliance. We have nothing but gratitude for this responsive team. The product delivers what is promised and the users determine their destinies. Invest the time to state your usage to the implementation team, listen to their suggested solutions and allow the KPS team to deliver your configured solution. The product is affordable. We are very grateful to our KPS partners and their product and rate them very high for ease of use, customer support and commitment to their product.

Response from Knowledge Powered Solutions

Replied September 2015

It is an absolute pleasure working with ODBM, we strive to achieve a personalised support approach with each of our clients and are delighted to be recognised for this approach.