Unymira USU

Knowledge Center


4.5 / 5
14 reviews

Who Uses This Software?

We serve companies of various sizes, in both the private and public sectors. Our knowledge management platform is used by over 150,000 service agents worldwide.


Average Ratings

14 Reviews

  • 4.5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Unymira USU
  • www.unymira.com/
  • Founded 1977
  • Germany

About Knowledge Center

Knowledge Center is the leading knowledge management platform for contact centers. We help your customer facing agents with relevant, easy to understand knowledge so that they can provide better, more efficient customer service. Dealing with the sheer volume of information is harder than actually finding it. How can so many answers be at our fingertips except when we contact customer service? Our goal is to make customer service as simple as a Google search. With the active search function


Knowledge Center Features

  • Cataloging/Categorization
  • Collaboration
  • Content Management
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal

Knowledge Center Reviews Recently Reviewed!


Made Life Easier and Stats Better

Mar 18, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Multiple languages is really nice. Makes English/Spanish/French articles easier since they are all linked together vs. in separate Word files like before. It was an issue in the past for us and the multilingual support was a big plus for us. Offering both on premise and SaaS is nice too because all the competitors only offer SaaS and we initially weren't sure which one we'd need.

Cons: Users complain they can't individually customize the look but this isn't a core functionality issue that matters on my level. My sales POC said a new version is coming this year anyway and the screenshots I saw look better.

Overall: Main reason we chose Unymira was the multilanguage support and the fact that it's a whole knowledge platform, not just a knowledge base. We use Salesforce as a CRM and are starting to do customer service on social networks too, but it's been a mess. Right now we're just using the standard knowledge base but because they have so many integrations and additional modules, we can easily expand next year so we can centralize both our knowledge as well as all the communication channels. That alone will make a dramatic difference in our KPIs and I think make employees happier too because their job is easier.

Having such a big knowledge platform like KC has already been helpful for all of our contact center employees. Of course rolling out anything new meets with groans but nearly everyone was convinced immediately.

Vendor Response

by Unymira USU on March 28, 2019

Jens - Thank you for your review and you're absolutely right, Knowledge Center 7 is coming later this year which features a number of improvements including to the look and feel.

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

May 22, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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.

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

Jun 11, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Easy to use. Nearly everything is configurable with less "Clicks"

Jun 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: - 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

Cons: 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)

Training was fast and deployment easy

Mar 30, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: Better reporting dashboard for stats/analytics.

Overall: 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.

Vendor Response

by Unymira USU on April 02, 2019

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!

Our agents got started using it really quickly

Apr 16, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple navigation and interface. Search works well and is fast, actually gives you good results too vs. what we used to use.

Cons: Some of the PDFs we migrated were scrambled in places, but they were scanned docs, so not sure whether or not that is the software's fault or not.

Overall: Low learning curve for new users which was key for rolling it out to 100+ users. Everyone got up and working pretty quickly with few problems. Despite getting used to the new program, most employees were already more productive within the first week or two just because they didn't have to search much to find what they needed.

Keep doing what you're doing! Great.

Vendor Response

by Unymira USU on April 18, 2019

Hi Tim, thanks for your review and we're happy that Knowledge Center has been not just an easy transition, but a big help to your company!

A very powerful tool for knowledge management in service environments with excellent vendor support.

Jun 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: The intuitive handling, the wide area of application as well as the capability to cover complex business needs.

Cons: 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.

Capterra loader

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

May 24, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Customer Service Team Lead

Mar 18, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use when on a call. Custom workflows for editors are great and mean I can easily review what coworkers are writing/adding before it is live. It's also much easier than before since I have a dedicated queue of work to approve or check vs. getting emails or word docs.

Cons: None as a regular user. The incorporated e-learning could have more LMS functionalities.

Overall: I got tasked with managing a lot of the editorial process at my company, so making sure policy documents for things like returns or product data is always up to date. We had several complaints with people getting incorrect information from different people and management suddenly decided to find a solution.

Having tried a bunch of different programs I was pretty skeptical but so far Knowledge Center has been surprisingly easy. Who'd have thought something as simple as centralizing all the info in one place could make such a big difference.

flexible, easy to use knowledge database

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: responsive, easy to handle, offers all the tools to manage your information effectively.

Active documents offer a great way to minimize your document count.

Cons: The Graphical User Interface could use more customisation options. Some features (minor) seem only to work with Internet Explorer.

The software gets improvements every year in close collaboration with the customers

Jun 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: flexibel, easy to use, flexible workflows, innovative features, APIs for integration with external software, very configurable

Cons: Some administrative tasks and configurations are seperated in multiple different UIs what easily results in erros during the configuration.

Columbia - GOC Review

Jan 13, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I think the greatest benefit of the tool was the ease of use and the ability to have a cloud service instead of hosting on premise. We currently host our tool in the US but performance has been good Globally.

Cons: I will not be able to comment as of yet because we use it as an independent tool - will be integrating with a new tracking tool in the next 8 months.

Overall: I have found that the staff have been attentive and readily willing to assist where needed. Very flexible when working together with my teams.

Capterra loader

Good experience since the beginning of the project. Responsive and system has all requirements.

May 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: Some parts (mainly visual) can only be customised by the supplier.

Different systems are used for system/user management.

Overall: Streamlined system where all the documents and resources are kept and can be found by users.

Easy Set-Up and Trainings. Rollout without any problems. Good usability.

Jun 12, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Search, Dialogs, Conenction with other USU Services. Flexibility for entry pages and "Like-Button" for articles.

Cons: Design could be a little bit more modern and felixble in case of document view. Otherwise everything fine.