Knowledge Management Platform for Customer Service
4.7/5 (13 opiniones)Knowledge Center by Unymira USU is an enterprise knowledge management platform designed to help company’s centralize their internal knowledge in a single and accessible database. Knowledge Center’s knowledge base integrates a range of features, including folders, Wikis, sticky notes, employee contacts, and FAQs, serving to provide agents with the tools to find all the answers for customers when and where they need them. Knowledge Center also supports AI-powered search, inter-agent chat, e-learning capabilities, social media integration, active documents and questionnaires, feedback management, and more.
Intelligent search capabilities enable agents to find answers to questions quickly and easily, while the decision tree creation tool allows users to build custom decision trees to guide agents through customer inquiries step-by-step. An article editor helps users create and edit the content in knowledge articles. E-learning functionality is designed to help reduce the onboarding time or training for new agents. Knowledge Center integrates with Unymira USU’s knowledge chatbot and web self-service portal ‘Knowledge First’, as well as with other familiar products such as Salesforce, Zendesk, and more. Multi-language support ensures Knowledge Center is suitable for global use.
Puntos a favor
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.
Puntos en contra
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.
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.
Puntos a favor
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.
Puntos en contra
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.
perfect information base for our customers and also our employees in the service center
Puntos a favor
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.
Puntos en contra
There is a learning curve for the administrator, but when you get it it's perfect. No other complaints.
Puntos a favor
- 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
Puntos en contra
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)
As a manager, I don’t work with Knowledge Center much directly but for all my people it’s been easy so far. There’s always a few older ones who are slow to catch on but 90% were working no problem immediately. After we chose Unymira they worked with us to get on site deployment and configuration planned. Since they’re German, they had some people on site with us and a couple remote.
The software is pretty customizable which meant it took time to get all the requirements figured out and configure it how we needed. A few kinks to iron out like with any new system but great so far. Our key people got trained quickly and there were no hiccups deploying it.
Puntos a favor
User friendly, training was simple with the consultants and all updates/changes in things like price and return policy are immediate. No more changing the same thing in ten places which is a huge time saver means less headaches.
Everyone loves the little follow feature with the geese. It’s a nice touch people keep mentioning.
Puntos en contra
Better reporting dashboard for stats/analytics.
Thank you for your review! We always enjoying hearing about another great deployment experience and appreciate your taking the time to let others know. Should you need anything else, please feel free to contact us!
Contact Unymira USU for pricing information.
• Knowledge Center gives agents quick and central access to all the knowledge they need to help customers - from knowledge articles to files, folders, Wikis and sticky notes.
• Intelligent search functionality enables agents to locate information for customers quickly and easily.
• Use the decision tree creation tool to build custom decision trees to guide agents conveniently through customer inquiries.
• Agents can create new knowledge articles, as well as edit existing content with the intelligent article editor.
• Knowledge Center supports multiple languages, ensuring it is suitable for international use.
He aquí algunas preguntas frecuentes sobre Knowledge Center.
Knowledge Center ofrece los siguientes planes de precios:
Modelo de precios: Suscripción
Prueba gratis: No disponible
Contact Unymira USU for pricing information.
Knowledge Center ofrece las siguientes características:
Los clientes habituales de Knowledge Center son:
Empresas Grandes, Empresas medianas, Administraciones públicas, Empresas pequeñas
Knowledge Center admite los siguientes idiomas:
Inglés, Alemán
Knowledge Center cuenta con los siguientes planes de precios:
Suscripción
No tenemos información sobre los dispositivos compatibles con Knowledge Center
Knowledge Center se integra con las siguientes aplicaciones:
Microsoft Dynamics CRM, SAP Business One, Salesforce Sales Cloud, ServiceNow, Slack, Zendesk
Knowledge Center ofrece las siguientes opciones de asistencia:
Asistencia en línea, Asistencia telefónica
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.