Möglingen, 07 May 2019. Digitization is the key to better and more economical customer service – this is the conviction of over 90 percent of all companies. In order to leverage the great potential of digital customer services, USU’s unymira business unit is offering an innovative, broadly established portfolio of solutions as a one-stop shop – for example, live at the ICMI Contact Center Expo 2019 spring conference from May 13-16 in Florida. At one of the most important industry events in the USA, unymira experts will demonstrate at booth 921 how customer inquiries can be solved quickly, efficiently and with high quality, thereby achieving higher customer satisfaction on all support channels.
With intelligent chatbots, the market-leading “ACTIVE” knowledge database Knowledge Center, the AI-controlled service platform Knowledge Cloud and the social customer care, voice service and self-service solutions, unymira offers the most comprehensive omnichannel portfolio in the industry. This can significantly improve customer experience and key performance indicators (KPI’s) such as initial resolution rate and call handling time in customer service.
Knowledge Center – more knowledge
Knowledge Center is today – confirmed by many customers – the best of breed technology on the market. Special functions such as active search, guided dialogs or troubleshooting guides support the service process dynamically. For example, users can get a systematic overview of their tasks on topics such as editing, channel management, translation work, etc. By connecting to the new Knowledge Cloud service platform, the self-learning system automates certain tasks, e.g. maintaining synonyms, identifying self-service topics or designing templates. Optimized navigation options and reporting functions as well as the new interface to Salesforce and the connection of voice services, e.g. via Alexa, make the system the IT backbone for effectively providing knowledge-intensive services via all communication channels.
Knowledge Bot – automate service
With Knowledge Bot, unymira offers a new service chatbot for every environment and every deployment scenario in the service area. It can create comprehensive satisfaction surveys, identify customers at risk of termination and provide information directly and easily. The new generation convinces among other things with an intelligent dialogue control and mature possibilities for escalation points, e.g. ticket creation.
Voice service with Alexa – the “natural” service channel
Thanks to unymira’s innovative voice service solution, Alexa will be able to support customer service with answers in real time. The knowledge content is transferred individually and automatically from the Knowledge Center to Alexa. However, through the connection with the chatbot software Knowledge Bot, the new digital service agent not only offers answers, but can also ask context-related questions in active dialogue with the user – for a more natural service experience.
“Our Customer First solutions established in Europe are also very popular among service organizations in the USA. Feedback at trade fairs and presentations has been very positive throughout, and we were able to win a number of well-known new US customers within a very short time,” says Sven Kolb, Managing Director of USU GmbH.
Founded in 1977, USU GmbH is one of the biggest European providers of IT and Knowledge Management Software. Market leaders from every sector of the international economy create transparency with USU applications, while also increasing flexibility, decreasing risks and cutting costs.
With intelligent solutions and expertise in digital interaction, unymira is a prime mover in the digitization of business processes. Standard software and consulting services help to automate service processes and actively provide knowledge for all communication channels and customer contact points in sales, marketing, and customer service. The customer-first portfolio in this area is complemented by customized applications, portal and CMS solutions, UX design and social media management.
USU GmbH is a subsidiary of USU Software AG (ISIN DE 000A0BVU28), which is listed in the Prime Standard Segment of the German Stock Exchange (DAX) in Frankfurt. For further information, please go to: https://www.usu.de/en/
USU Software AG
Dr. Thomas Gerick
Tel.: +49 (0) 71 41 – 48 67 440
Fax: +49 (0) 71 41 – 48 67 300
USU Software AG
Tel.: +49 (0) 71 41 – 48 67 351
Fax: +49 (0) 71 41 – 48 67 108