Let the Unymira Knowledge Base empower your agents
Unymira Knowledge Center is a leading knowledge base for call centers and contact centers. We help your customer facing agents with relevant, easy to understand knowledge so that they can provide better, more efficient customer service.
Today knowledge is limitless, we are able to search the internet for any question yet when we need an answer from a customer service agent it is not so simple. Our goal is to make customer service as simple as a Google search. With the active search function agents can find answers to questions quickly and easily.
Knowledge Center brings together all of the knowledge of your call center within one centralized, easily accessible database. Our intelligent knowledge base is able to adapt to every service environment, providing agents with answers where and when they need them.
Main Features of Knowledge Center
Knowledge Center puts all of your knowledge at your agents fingertips enabling them to quickly answer customer questions.
Knowledge Center offers E-learning functionality to reduce onboarding and training time for new and existing agents.
We guide your agents step by step through their phone calls to make them more efficient and to ensure greater reliability.
Advanced Service Experience
Our Knowledge base integrates seamlessly with our Knowledge chatbot and our Web self-service Portal "Knowledge First".
We have an intelligent article editor that lets you create new knowledge articles and edit existing knowledge articles for seamless content management.
Benefits of our ACTIVE Knowledge Base
- Advanced search capability
- Knowledge is stored in one central place
- Easy to use content creation tool
- Multilanguage support
- Agents can interact with knowledge articles
- Advanced reporting & analytics
- Integrated E-learning
- Workflow and approval for articles
- Decision tree creation tool
- Inter-agent chat
- SaaS & On-Premises
Almost 80 % less Documents
Our service employees used to work with over 8,000 documents, some of which were very long and complex. The USU technology has allowed us to reduce this number by almost 80% to just 1,200 ACTIVE documents today. Access to tailored questionnaires has made processing quick and simple for employees.
Sandra Pütz, Project Manager, Unitymedia GmbH
Overall Customer Satisfaction of 90 %
The most important factor in measuring the success of our work is the feedback from the employees at BASF SE. The consistently high usage of our information system and an overall customer satisfaction rating of 90 % both show just how well we’re doing. By deploying USU KnowledgeCenter we’ve been able to significantly increase the quality of our responses to HR-related enquiries.
Hubert Kapp, Head of Personnel Services “HRdirekt“, BASF SE
USU offers a lot of functionality out-of-the-box
Contrary to Sharepoint, USU offers a lot of functionality out-of-the-box. This reduces the effort both during and after the software implementation. Knowledge Center is for expert support - Sharepoint for sharing documents quickly.
Marvin Stange, IT Systemmanager, GISA GmbH
Increase in productivity
Increase of training period
Higher first contact
Call Us Today to Try The Best Knowledge Base for Call Centers
Continued education is essential for every call center agent. Agents must be able to quickly and easily learn new information about their services/products. Knowledge Center offers an integrated E-learning feature. This feature allows you to create E-learning modules to help agents stay abreast of the latest developments, as well as to create tests to ensure that agents understand their product/service. This module has full media support, allowing you to add text content as well as images/videos.
The E-learning module allows for faster onboarding of new agents. New agents are introduced to Knowledge Center through the onboarding process and through initial tests; this ensures greater compliance with Knowledge Center once the agents are fully trained.
Increase First Call Resolution (FCR)
Knowledge Center is designed to help increase First Call Resolution.
This means that your agents are able to provide better customer service, faster and with more accuracy. According to our research Knowledge Center can improve FCR by over 40%. This will save your agents time and will save you money.
Integrate your ITSM Tools with Knowledge Center
Unymira Knowledge Center integrates with leading CRM, ITSM and collaboration systems for more efficient support.
Here are a few of the providers with whom we have successfully integrated:
Designed with KCS® in Mind
At Unymira we focus on the principles of Knowledge-Centered Service KCS® within our knowledge base. KCS® is a service mark of the Consortium for Service Innovation. The product management team of our Knowledge Base is (KCS®) certified.
Knowledge-Centered Service is a service delivery methodology based on how to manage and create knowledge effectively to support key business processes. The aim of KCS® is to deliver knowledge with greater value and more efficiency.
In order to adhere to the KCS® methodology you need a professional knowledge base that should meet the requirements in the following checklist:
We want your Knowledge Base to be successful. Here are the top reasons why a Knowledge Base might fail.
We wrote the book on How to Set Up and Implement A Knowledge Base. Download our free Ebook and learn what a Knowledge Base can do for your business.