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Overview

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.

Decision Trees

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!

E-Learning

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.

Chatbots

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.

Multimedia Articles

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.

Talk to a sales specialist immediately

If you'd like to speak to someone directly from USU, please reach out to their nominated contact below:

Greg Flaherty

Head of Client Partnerships

contact@customerdriven.com.au

+1 617 665 7730

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