Knowledge Center

Knowledge Center

Knowledge Management Platform for Customer Service

4.7/5 (13 avis)

Knowledge Center - Présentation

Description du logiciel Knowledge Center

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.

Knowledge Center - Présentation

Prix

À partir de
N/A

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Contact Unymira USU for pricing information.


Knowledge Center - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Canada, Europe, Allemagne, Royaume-Uni, États-Unis
Langues
anglais, allemand

Captures d'écran

Capture d'écran pour Knowledge Center : Use intelligent search tools to find information quickly and easily
Capture d'écran pour Knowledge Center : Use intelligent search tools to find information quickly and easily Capture d'écran pour Knowledge Center : Build custom decision trees to guide agents through inquiries step-by-step Capture d'écran pour Knowledge Center : E-Learning functionality is designed to reduce the onboarding and training time for new and existing agents

Knowledge Center - Avis

Knowledge Center - Avis

Note globale
4.7
/
5 13 avis
Excellent
9

Très bien
4

Moyen
0

Médiocre
0

Mauvais
0

Rapport qualité-prix
4.6
Fonctionnalités
4.5
Simplicité d'utilisation
4.6
Support client
4.6
100% des utilisateurs recommandent cette application
Sabine K.

Flexible, to customer-service needs designed platform, high standard, very good service...

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.


Traduire avec Google Translate
Utilisateur vérifié

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.


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Sabrina F.

We have had good experience with the software by USU. Our employee use that daily and...


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Judy-ann B.

Knowledge Center is excellent!


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Katja S.

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


Traduire avec Google Translate
Sabine K.
Traduire avec Google Translate

Flexible, to customer-service needs designed platform, high standard, very good service /support.

Logiciel utilisé Autre pendant 1 à 5 mois
Publié le 24/05/2018
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

I had no negative experience during search, personal contact, solution-presentation as well as optimisation, sales & set-up.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Utilisateur vérifié
Secteur d'activité: Appareils médicaux
Taille de l'entreprise: 5 001-10 000 employés
Traduire avec Google Translate

Great Tool for Contact Centers

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 08/07/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

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Réponse de Unymira USU

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Sabrina F.
Traduire avec Google Translate

We have had good experience with the software by USU. Our employee use that daily and appreciate it.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 22/05/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Judy-ann B.
Secteur d'activité: Télécommunications
Taille de l'entreprise: 501-1 000 employés
Traduire avec Google Translate

Knowledge Center is excellent!

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 08/08/2019
Provenance de l'avis : Capterra

Avantages

This user-friendly software is very adaptable with very cool features.

Inconvénients

At this time, I an unable to say .......

Traduire avec Google Translate

Réponse de Unymira USU

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!

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Katja S.
Traduire avec Google Translate

We are using Knowledge Center as our central information plattform for our customers.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 11/06/2018
Provenance de l'avis : Capterra

perfect information base for our customers and also our employees in the service center

Avantages

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.

Inconvénients

There is a learning curve for the administrator, but when you get it it's perfect. No other complaints.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Recommandation utilisateur
9.2/10
Basé sur 13 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Knowledge Center - Prix

Knowledge Center - Prix

À partir de
N/A
Essai gratuit
Abonnement
Rapport qualité-prix

Contact Unymira USU for pricing information.

Contact Unymira USU for pricing information.

Rapport qualité-prix
4.6/5
Basé sur 13 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Knowledge Center - Fonctionnalités

Knowledge Center - Fonctionnalités

API
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Historique des contacts
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4.5/5
Basé sur 13 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

Plus d'informations sur Knowledge Center

Plus d'informations sur Knowledge Center

Knowledge Center - Principales fonctionnalités

  • Content Management
  • Document Management
  • Full Text Search
  • Self Service Portal
  • Self-Learning

Avantages

• 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.

Knowledge Center - FAQ

Knowledge Center - FAQ

Voici quelques-unes des questions fréquentes sur Knowledge Center.

Q. Quels sont les types de licence disponibles pour Knowledge Center ?

Types de licences disponibles pour Knowledge Center :

Type de licence: Abonnement

Essai gratuit: Non disponible

Contact Unymira USU for pricing information.

Q. Quelles sont les principales fonctionnalités du logiciel Knowledge Center ?

Fonctionnalités du logiciel Knowledge Center :

  • Content Management
  • Document Management
  • Full Text Search
  • Self Service Portal
  • Self-Learning

Q. Qui utilise Knowledge Center ?

Utilisateurs habituels du logiciel Knowledge Center :

Grandes entreprises, Entreprises de taille moyenne, Administration publique, PME

Q. Dans quelles langues Knowledge Center est-il disponible ?

Langues dans lesquelles Knowledge Center est disponible :

anglais, allemand

Q. Quels sont les types de licence disponibles pour Knowledge Center ?

Types de licences disponibles pour Knowledge Center:

Abonnement

Q. Knowledge Center prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Knowledge Center.

Q. Avec quelles applications Knowledge Center peut-il s'intégrer ?

Applications s'intégrant à Knowledge Center :

Microsoft Dynamics CRM, SAP Business One, Salesforce Sales Cloud, ServiceNow, Slack, Zendesk

Q. Quelles sont les ressources d'aide disponibles pour Knowledge Center ?

Ressources d'aide disponibles pour Knowledge Center :

Support en ligne, Support téléphonique