All Universal Knowledge Reviews
1-12 of 12 Reviews
Sort by
Salie
Verified reviewer
Computer Software, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSEase 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.
CONSCollaboration between individuals could be more Graphic, but it works well.
Martin
Telecommunications, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSAs 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
CONSThere 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
Reason 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.
Anonymous
201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSI love the support we receive, and the robust functionality. KPS is very open to changes, and are positioned to be adaptive to customer needs.
CONSThe 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.
Vendor Response
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.
Replied September 2018
Vicki
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed 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.
Vendor Response
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.
Replied September 2015
Ashlee
Hospital & Health Care, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSThe 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.
CONSIn 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.
Ibrahim
Telecommunications, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2022
Thank you
Excellent collaboration.
PROSPortlets and required reading is our favorite. Also the ability to set a due date for knowledge items is handy.
CONSI look forward for the reporting matrix to be improved further with flexibility of customization.
Vendor Response
Hi Yaan, thank you for reviewing the KPS Universal Knowledge product, we appreciate it and value your feedback. We are in the process of finalising the next release, which will include the reporting enhancements, so we will get that release to you very shortly.
Replied September 2022
Kenton
Government Administration, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2019
Great Product and Awesome Support team
We use this product as an internal repository for HR information. Our HR centre uses this tool to answer questions they receive daily. Thi sproduct ensures the accuracy and consistency of the information that is provided to our employees
PROSThis product is super easy to use, all of the employees who are using this product love the user-friendliness.
CONSA few bugs her and there but the KPS team was amazing throughout our implementation and still support us anytime we have questions or concerns.
Caitlin
Chemicals, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2019
FUCHS LUBRICANTS REVIEW
i haven't had issues with connection or speed, seems to work well.
PROSThe ease of inputting information and how easy it is to find the information which has been uploaded. The root is easy to search in, and i like the fact that you can answer the questions later on, and see if they have been answered or not.
CONSThat you can't delete templates that have been created; sometimes your needs change when using it and you want to delete, move things around and its time consuming to do this.
Reason for choosing Universal Knowledge
Functionality; seemed to fit the bill for our needs.
Duncan
Used free trial
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
Reviewed May 2015
Excellent Knowledge Management Solution
Pros: Easy to use and implement (5 days to live pilot on two separate Service Desk applications) Simple to index in local, network and external knowledge sources Excellent natural language search engine with automated self learning from contextual searches Good tools for knowledge management and workflow e.g Authoring, Moderating, Ask Expert, Hot Topics and Required Reading Independent product not tied in to any other application or bloat so rapid ROI Excellent Customer Service from first contact to in life support and development Cons: Some may find the standard client look and feel a bit dated but this is straightforward to re-skin and is hidden from most users if you integrate to your applications Overall: Highly recommended
Vendor Response
We have since updated our look at feel of the product, taking on board the comments made by our clients during 2014. We seek to improve the product through customer feedback on a regular basis and seek regular customer feedback and input to create new Universal Knowledge features.
Replied September 2015
Paula
Used free trial
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
Reviewed January 2013
Version 4.1.6
Would fully recommend to others
PROSEase of use, ability to customise it to our specific needs
CONSCould be more inline with windows look and feel Some enhancements requests take a while to get completed. ie. links in automated emails etc
Vendor Response
We are delighted to provide and support Credit Suisse with a software product that meets their Knowledge management needs at various locations around the world.
Replied April 2013
Anna
Higher Education, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2019
Grat Company, better people
The company really needed a knowledge base to store all the knowlage that the company has and most of the time lacks on actually transcripting and saving. With thsi system we create ans store the single version of the truth of each process to create a 24/7 self/service both for internal staff and customers.
PROSEasy to use, manageable, changeable and adaptable.
CONSJust a bit dated7basic looking but I am aware of version 6 and how great that looks!
Reason for choosing Universal Knowledge
I did not chose the product, my boss did, but we are extreamly happy he did! as mentioned before, amazing company!
Shelby
Used free trial
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
Reviewed April 2016
Provides What We Need!
Have shared my thoughts with Sue already
Vendor Response
Quotes from Shelby include "increased quality and service, with a reduction in messaging errors and scheduling". This is fantastic news for the Patient Access Centre.
Replied May 2017