Knowledge Center is a cloud-based knowledge management solution that allows call center businesses to create a central knowledge repository for their agents. The solution caters to multiple industries such as automobiles, FMCG, sports and telecommunications.
Knowledge Center helps businesses to create articles for their knowledge base using a built-in Article Editor feature as well as enables them to create decision tree documents. With Intelligent Search tool, agents can dive into the knowledge repository and find answers to customers queries. An inter-agent chat facility helps agents to communicate with other team members and escalate issues to seniors.
Knowledge Center also offers an e-learning feature that help businesses to provide self-learning and training for agents. Businesses can set and define approval workflows for the articles to be added, updated or removed from the knowledge base.
It offers integration with Salesforce, Zendesk, SAP and Microsoft Dynamics. Support is offered via phone and email.
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.
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.
perfect information base for our customers and also our employees in the service center
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.
There is a learning curve for the administrator, but when you get it it's perfect. No other complaints.