Unymira, a division of USU, will be presenting its digital customer service portfolio at Customer Contact Week (CCW) in booth 513. The event attracts over 2,500 participants, taking place from June 18 to 22 at The Mirage in Las Vagas. Unymira experts will demonstrate their new customer-first solutions that have been gaining interest as customer satisfaction becomes a priority in competitive markets. Service Center employees will benefit from a range of solutions presented, focusing on solving customer inquiries quickly, efficiently. Unymira’s Knowledge Center technology, a self-learning knowledge database, takes advantage of innovations in Artifical Intelligence (AI) and crowd sourcing to great boost the quality of service response and customer satisfaction. Unymira also offers a best in class Web Self Service and an intelligent Chatbot, these provide customer-centric organizations with better tools to support customers. As a result, the customer experience and key performance indicators (KPIs), such as the first-call resolution rate and call handling time in customer service, can be significantly improved.

New version of Knowledge Center 

Knowledge Center is the heart of knowledge management at many service organizations. Knowledge Center’s ACTIVE document technology is unique and is a new standard in the service center world. Version 6.9 offers an improved search experience: the AI-powered search. This saves the search knowledge of all service agents. The result is a constantly growing pool of questions, synonyms and terms in an industry and language, enabling users to find the precise documents they need.

New functions for web self service

The smart web self-service solution Knowledge First now boasts significantly improved integration, particularly for one-page sites. The application can leverage the knowledge base’s content, and can also offer users enhanced service functions, such as push messages and filters. Dynamic provision of tailored information helps resolve customer queries to suit their needs, any time, anywhere.

New Knowledge Bot solution

With its Knowledge Bot, Unymira enables content from the central knowledge base to be used in bot dialogs – a logical continuation of the trend toward service automation. The use of text-based dialogs also allows knowledge from Knowledge Center to be offered on websites or in social networks. Users can maintain knowledge in a structured, simple and efficient way, ensure its quality and make it readily available. The integrated learning function means the bot can be trained by agents’ daily work and automatically improved. Knowledge Bot is also able to integrate components from other venders, such as Facebook or Microsoft.

This press release is also available for download at https://www.unymira.com/en/events/

Über die USU Software AG

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/

Firmenkontakt und Herausgeber der Meldung:

USU Software AG
Spitalhof
71696 Möglingen
Telefon: +49 (7141) 4867-0
Telefax: +49 (7141) 4867-200
http://www.usu.de

Ansprechpartner:
Dr. Thomas Gerick
Leiter
Telefon: +49 (7141) 4867-440
Fax: +49 (7141) 4867-200
E-Mail: kommunikation@usu.de
Falk Sorge
Investor Relations
Telefon: +49 (7141) 4867-351
Fax: +49 (7141) 4867-108
E-Mail: f.sorge@usu-software.de
Nadine Mörz
phronesis PR GmbH
Telefon: +49 (821) 444800
Fax: +49 (821) 4448022
E-Mail: moerz@phronesis.de
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