USU Knowledge Management is the leading knowledge base for contact centres. We help your customer facing agents with relevant, easy to understand knowledge so that they can provide better, more efficient customer service. Dealing with the volume of information is often harder than finding it. We ensure your support information in one easily accessible platform. Together with our local partner, Customer Driven, we'll help you unlock the full potential of your customer service.
Purpose built for customer and IT service
SaaS & On-premise options
Powerful search, editorial workflows and omnichannel content delivery
Technology / Knowledge Management / USU
USU Knowledge Management is the leading knowledge base for contact centres. We help your customer facing agents with relevant, easy to understand knowledge so that they can provide better, more efficient customer service. Dealing with the sheer volume of information is often harder than finding it. We ensure all your support information in one easily accessible platform. That makes helping customers as easy as a Google search. Keep teams aligned, deliver better service and unlock the ROI potential of your contact centre.
AI Powered Search
Our Google-like search means agents find exactly the information they need when they need it. It learns from user activity to suggest search terms and synonyms, relevant articles and show search results based on user feedback.
WYSIWYG Article Editor
Easily create new articles with our WYSIWYG editor. If you can use Word, you'll be right at home.
Custom Editorial Workflows & Document Validity/Retirement Options
Our robust editorial system enables you to create custom editorial workflows for content creation, review and publication and feedback.
Ensure consistent service quality throughout every channel with our built-in decision tree tool. Use the visual creator to easily map out your processes. Agents follow the interactive guide without having to read off a script. Integrate decision trees in your chatbots and voice assistants too!
Onboard your agents faster with built-in e-learning functionality. Create online courses for new and current agents as well as knowledge tests. Shorten training time and get your new employees productive faster. Finally, employ regular testing to identify weak points and training opportunities.
USU Knowledge Management offers built-in chatbot technology. Easily create bots using your knowledge base as the data source. That means no maintaining information in multiple systems and that your chatbot always uses the most up-to-date support data.
Rich Search Results
Our active technology enable USU Knowledge Management to offer rich search results like Google because agents are looking for solutions, not just a list of results.
Nobody wants a wall of text, especially agents trying to deliver the right solution quickly. That's why our article editor allows for easy multimedia content creation for rich articles that are easy to read and understand.
Integrations with Salesforce, Genesys, NICE inContact and more
It can also seamlessly integrate with other leading support software to keep your CCaaS platform, knowledge base, ticketing and CRM in sync.
Self-Service & Chatbot
Forget a wall of text in a classic external knowledge base. Our omnichannel options offers a dynamic FAQ and support based on the webpage your user is currently on as well as chatbots and virtual assistants connected to your knowledge base.
Start delivering better customer experiences today.
If you'd like to speak to someone directly from USU, please reach out to their nominated contact below: