Feb 12, 2020

USU presents at the CCW 2020 Innovations for digital customer service

USU is transforming the role of knowledge in customer service and setting the standard for the future

“Smarter than Google" is the new motto of Unymira’s leading knowledge base for customer service. USU's Unymira business unit has equipped its market-leading active knowledge base with an AI-powered new search function. As a co-sponsor of this year's Call Center World (CCW), Unymira offers the industry's most comprehensive portfolio of digital customer service software for the future. 

The event will take place from March 2nd to 4th  in Berlin, Germany. Unymira’s booth F4/G5 in Hall 3 will feature live demos of its range of solutions including chatbots, customer service via Alexa, self-service and its new Knowledge Exchange platform. Live presentations and technical lectures will be offered in the Teletalk demo forum
and visitors will receive a copy of Unymira’s newly released chatbot study.

Knowledge Center 7.1 sets new standards for intelligent search
The active knowledge base Knowledge Center is the most mature knowledge base on the market with best of breed technology.  Thanks to the latest release’s more powerful search function, customer service teams benefit from faster, more accurate search results, especially in the case of fuzzy data. This reduces handling and training times while improving first contact resolutions. In addition, the further improved graphical user interface, guided dialogs and troubleshooting guides provide customer service specific tools to process and solve cases. Users receive a systematic overview of their tasks on topics such as editing, channel management, translation work, etc. By connecting to the new service platform Knowledge Exchange, service centers benefit from additional automation and productivity. Optimized navigation options, expanded reporting and a seamless Salesforce integration make the system the IT backbone for effectively providing knowledge-based services in an omnichannel environment.

Knowledge Bot - the chatbot for every use
Unymira’s Knowledge Bot is designed with customer service in mind and is powered  by Knowledge Center. This ensures it always has access to up-to-date and accurate information with no additional data sources to maintain or silos. Knowledge Bot offers intelligent dialogue control and a sophisticated editorial system. With its automatic moderation function and comprehensive intent recognition, it has reached a new level of productivity and boasts a consistent track record of successful customer projects at AOK Rheinland-Hamburg, Datev e.G. and more.

Voicebots for customer service with Alexa
Unymira’s voice service module enables organizations to offer a new and more natural customer experience by employing Amazon’s Alexa. Customers benefit from faster answers anywhere using their Alexa enabled devices while contact center agents see reduced call and inquiry volume. Unymira’s voicebots are powered by Knowledge Center meaning that no additional maintenance or updates are required to ensure the same support information is always available in every channel with no lag time or silos.

Live demonstrations of USU innovations
Unymira will additionally present its technologies and expertise in the TeleTalk demo forum including two live talks. Experts from Unymira will demonstrate live how intelligent knowledge management, bot and self-service solutions increase more efficiency and quality in digital customer service. 

Free admission ticket & new chatbot study 2020
Those who schedule individual meetings in advance will receive a free admission ticket to the expo. In addition, trade fair visitors will receive the newly released chatbot study. More information is available at: https://www.unymira.com/en/events/unymira-at-call-center-world-2020-in-berlin/

 

 

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