Knowledge Center

Knowledge Management Platform for Customer Service

4,7 /5 (13 reviews) Write a Review!

Knowledge Center Overview

What is 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 Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact Unymira USU for pricing information.


Knowledge Center Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Germany
Supported Languages
English, German

Media

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

Knowledge Center Reviews

Knowledge Center Reviews

Overall rating
4,7
/
5
Excellent
9

Very good
4

Average
0

Poor
0

Terrible
0

Value for Money
4,6
Features
4,5
Ease of Use
4,6
Customer Support
4,6
100% recommended this app
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.


Verified Reviewer

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.


Judy-ann B.

Knowledge Center is excellent!


Sabrina F.

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


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


Sabine K.

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

Used Other for 1-5 months
Reviewed on 2018/05/24
Review Source: 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.

Pros

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.

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Medical Devices
Company size: 5 001-10 000 Employees

Great Tool for Contact Centers

Used Daily for 6-12 months
Reviewed on 2019/07/08
Review Source: 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.

Pros

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.

Cons

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.

Response from 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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Judy-ann B.
Industry: Telecommunications
Company size: 501-1 000 Employees

Knowledge Center is excellent!

Used Daily for 1-5 months
Reviewed on 2019/08/08
Review Source: Capterra

Pros

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

Cons

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

Response from 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!

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Sabrina F.

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

Used Daily for 1+ year
Reviewed on 2018/05/22
Review Source: Capterra

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Katja S.

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

Used Daily for 2+ years
Reviewed on 2018/06/11
Review Source: Capterra

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

Pros

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.

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9,2/10
Based on 13 user ratings
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Knowledge Center Pricing

Knowledge Center Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact Unymira USU for pricing information.

Contact Unymira USU for pricing information.

Value for Money
4,6/5
Based on 13 user ratings
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Knowledge Center Features

Knowledge Center Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,5/5
Based on 13 user ratings
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Categories

Additional information for Knowledge Center

Additional information for Knowledge Center

Key features of Knowledge Center

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

Benefits

• 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 FAQs

Knowledge Center FAQs

Below are some frequently asked questions for Knowledge Center.

Q. What type of pricing plans does Knowledge Center offer?

Knowledge Center offers the following pricing plans:

Pricing model: Subscription

Free Trial: Not Available

Contact Unymira USU for pricing information.

Q. What are the main features of Knowledge Center?

Knowledge Center offers the following features:

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

Q. Who are the typical users of Knowledge Center?

Knowledge Center has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Mid Size Business

Q. What languages does Knowledge Center support?

Knowledge Center supports the following languages:

English, German

Q. Does Knowledge Center support mobile devices?

We do not have any information about what devices Knowledge Center supports

Q. What other apps does Knowledge Center integrate with?

Knowledge Center integrates with the following applications:

SAP Business One, Salesforce Sales Cloud, ServiceNow, Slack, Zendesk

Q. What level of support does Knowledge Center offer?

Knowledge Center offers the following support options:

Phone Support, Online Support