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.
Wolfgang from LIWEST
Employees number: 51-200 employees
flexibel, easy to use, flexible workflows, innovative features, APIs for integration with external software, very configurable
Some administrative tasks and configurations are seperated in multiple different UIs what easily results in erros during the configuration.
Thomas from Funke Dialog
Employees number: 51-200 employees
responsive, easy to handle, offers all the tools to manage your information effectively.
Active documents offer a great way to minimize your document count.
The Graphical User Interface could use more customisation options. Some features (minor) seem only to work with Internet Explorer.
Cris from maxdome
Search, Dialogs, Conenction with other USU Services. Flexibility for entry pages and "Like-Button" for articles.
Design could be a little bit more modern and felixble in case of document view. Otherwise everything fine.
Dominique from Diebold Nixdorf
The intuitive handling, the wide area of application as well as the capability to cover complex business needs.
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.
Katja from Aspera GmbH
perfect information base for our customers and also our employees in the service center
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.
There is a learning curve for the administrator, but when you get it it's perfect. No other complaints.
Gerhard from N-ERGIE Kundenservice
- 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
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)
Sabine from Kühne&Tröster Gesellschaft für Vertriebsentwicklung mbH
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.
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.
I had no negative experience during search, personal contact, solution-presentation as well as optimisation, sales & set-up.
Sabrina from HDI
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.
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.
Anthony from Melita Ltd.
Employees number: 201-500 employees
Streamlined system where all the documents and resources are kept and can be found by users.
Responsive system and easy to set up. Representative sent by supplier was really helpful and guided us through all the steps of creation and editing of documents. Our agents already feel the positive change from the previous system.
Some parts (mainly visual) can only be customised by the supplier.
Different systems are used for system/user management.