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USU Knowledge Management is the leading knowledge management platform for contact centers, IT service desks, and enterprise KM. Boost efficiency and increase employee and customer satisfaction with a predictive knowledge management solution that provides a single source of truth with accurate, QA'd information. Our omni-channel knowledge management harnesses the power of AI to make customer service as simple as a Google search. Easily integrate with leading service platforms.
Provider
USU
Located In
Germany
Foundation
1977
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based, On-Premise Windows, On-Premise Linux
Mobile Apps
Android, iOS
Training
Webinars, Live Online, In Person, Documentation
Support
Phone Support, Email/Help Desk, Chat, 24/7 (Live rep), Knowledge Base
USU serves companies of various sizes, usually with 500+ employees, in both the private and public sectors. Our knowledge management platform is used by service agents worldwide.
Content Source: USU Knowledge Management
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USU Knowledge Management Reviews
"Excellent resource to manage your single source of truth"
Overall: [SENSITIVE CONTENT HIDDEN] and the team at Unymira were excellent at every level. They made it easy to understand the product and simplified the procurement process. The implementation went smoothly and [SENSITIVE CONTENT HIDDEN] was part of the journey at every step.
Pros: Ease of use, flexibility and the agent interface
Cons: None, the product met all of our criteria
Vendor Response
"Great Tool for Contact Centers"
Overall: 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.
Vendor Response
"Knowledge Center is excellent!"
Pros: This user-friendly software is very adaptable with very cool features.
Cons: At this time, I an unable to say .......
Vendor Response
"Not just "Checking Boxes" product. This is their primary focus and it shows. There is a difference"
Overall: The product is really everything we could ask for. Easy to create and manage content, even easier for contact center reps to find what they are looking for quickly, with information organized clean
Pros: Many will say they offer a Knowledge Management solution however it is generally not their primary focus, if not obvious during RFP, it will become obvious once you begin to use. I have found those other companies will do "just enough" to sell you that it's "Knowledge Management" but lack necessary features impacting your ability to run a successful Knowledge project.
Cons: Nothing really comes to mind, whatever concerns I may have had are usually addressed by really responsive support team
Vendor Response
"USU Knowledge Management will empower your business and users "
Pros: The most impressive aspect of USU's Knowledge Management system is the ability for knowledge managers to customize the user experience based on their business needs. Drag and drop modules allow you to build user interfaces that enable users to engage with content better than any knowledge base I have ever managed. Users can favorite, rate, and follow content which enables users to get to the content they need quickly. The training and decision tree builders allows for content designers and training teams to create and deploy robust learning experiences quickly and effectively - ensuring process compliance and increasing users speed to proficiency.
Cons: There were some lessons learned with reporting requirements - these should be defined in detail versus high-level. Depending on the requirements, the system will be need to be configured to capture the data required for reporting.
Vendor Response
