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Knowledge management for customer care and IT service

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empower your agents with unymira knowledge base

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Guide your agents step by step
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Empower Your Agents with The Best Knowledge Base

Unymira Knowledge Center is a knowledge management solution that helps 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 company 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.

empower your agents with unymira knowledge base

Main Features of Knowledge Center

Intelligent Search

Knowledge Center puts all of your knowledge at your agents fingertips enabling them to quickly answer customer questions.

E-Learning Functionality

Knowledge Center offers E-learning functionality to reduce onboarding and training time for new and existing agents.

Easy Troubleshooting

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".

Article Editor

We have an intelligent article editor that lets you create new knowledge articles and edit existing knowledge articles for seamless content management.

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more about our features

Benefits of our ACTIVE knowledge base

unymira Knowledge Center the leading 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
  • Troubleshooting
  • Integrated E-learning
  • Workflow and approval for articles
  • Decision Tree creation tool
  • Inter-Agent chat

50 %

increase in productivity

 

70 %

fewer documents

80 %

faster training period

40 %

higher first contact
resolution time

An active knowledge base allows agents to be more efficient


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 we have integrated with.

Logo ServiceNow
Logo Salesforce
Logo Zendesk
Logo Microsoft Dynamics NAV
Logo Slack
Logo BMC Software
Logo SAP

and others

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:

Infografic "Solve and Evolve"

Additional Resources

Infografic "7 reasons why knowledge bases can fail after rollout"

Don't miss the "7 reasons why knowledge bases can fail after rollout"

Active Knowledge Bases

"Active Knowledge Bases" -
A guide for practical implementation

Knowledge Center awarded by CIOreview 2017

"One of the most promising knowledge management solution provider"

Take a look at our references

Over 300 customers trust in our knowledge management solution!

For over 20 years we have specialized in knowledge management projects
for over 400 customers worldwide.