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Universal Knowledge Suite Review
What is Universal Knowledge Suite?
Universal Knowledge Suite (UKS) is a knowledge management solution offered by Knowledge Powered Solutions (kpsol.com) to improve the efficiency of agents and minimize operational costs. The suite offers applications for help desk, web self-service, customer service, call center, and knowledge management.
For knowledge management, companies can integrate (UKS) with their existing knowledge sources, avoiding the need to relocate or duplicate information. UKS uses a natural language search, so you can ask questions instead of using keywords.
UKS is suitable for companies in any industry, and is ideal for companies that have more than ten users. It can be deployed in web-based or on-premise versions, and can be accessed from many devices including PC, Mac, and iPad.
Show MoreOverview of Universal Knowledge Suite Benefits
With natural language search, decision trees, and the ability to secure sections of a document for different levels of staff to view, customers benefit from not only being able to find and share information more effectively (with the correct security access) they are also able to report upon their search success rates, identify knowledge gaps and understand what information is no longer being used. Overall, organizations benefit from being in control of their information estate and getting the right information to the right members of staff, clients, or stakeholders at the right time.
Show MoreOverview of Universal Knowledge Suite Features
- Speed optimizations to search results
- Improved fragment generation
- Support for large complex taxonomy structures
- Scalability and improved resilience needed for enterprise wide deployments
- Automatic FAQ lists
- Automated query escalation
- Posting of trending topics
What Problems Will Universal Knowledge Suite Solve?
1. Customer Service, Self Help; Searching for information, quickly and easily
Mr McIntosh wants to ensure that he can get his new camera working before his daughter’s wedding this weekend and has come across a problem that he wants to fix. Mr McIntosh likes to be in the know, he is likely to do a lot of research during his lunch time or after work but doesn’t like using the phone to speak to someone. The most obvious place to look is the camera manufacturer’s website but despite the navigation structure looking well laid out and seeing a large manual, after a few clicks he is lost and has pages and pages of the manual to review. He doesn’t know how to find what he is looking for because he knows what his problem is called but not what the fix is. Instead he asks the question “How do I,..” using the Universal Knowledge search, he is taken to the section of the document that best matches his issue and is able to resolve the problem, quickly and easily.
2. Contact Center
Chelsea has a new job in a contact center and takes a call from Fred who hasn’t got any internet access yet as he has used all his data allowance on his phone and his broadband hasn’t been installed yet. Fred wants to know about any discounts that he may be entitled to. Chelsea can log Fred’s details in her CRM system but also wants to pass the query to her supervisor as she was unable to find any information about discounts. Her supervisor, Georgina, is able to create content to answer the query in the company’s new knowledge base and this allows everyone else to view the information right away. Georgina also adds this content within the knowledge base as a “must read item” reducing the need to call the staff away from the phones to update their training.
3. Reporting
Georgina’s boss Steven can also see that she has contributed the most content this month, and appears as the Top Contributor within the knowledge base. He is also able to run reports on the knowledge gaps in their organization, in addition to understanding the search success rates which can help him to reduce the training times for new recruits.
How Much Does Universal Knowledge Suite Cost?
Universal Knowledge Suite Pricing Plans:
Free Trial
Quote-based Plan
Contact vendor
What are Universal Knowledge Suite pricing details?
Universal Knowledge Suite Pricing Plans:
Free Trial
Quote-based Plan
Contact vendor
No information available on company website. Contact the vendor directly for a quote.
User Satisfaction
Positive Social Media Mentions
123
Negative Social Media Mentions
1
We are aware that when you make a decision to buy a Help Desk Software it’s crucial not only to see how experts rank it in their reviews, but also to find out if the actual people and companies that bought it are indeed content with the service. That’s why we’ve designer our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and Universal Knowledge Suite reviews across a wide range of social media sites. The information is then featured in a simple to understand format showing how many people had positive and negative experience with Universal Knowledge Suite. With that information available you should be ready to make an informed purchasing decision that you won’t regret.
Technical details
Devices Supported
- Windows
- Android
- iPhone/iPad
- Web-based
Deployment
- Cloud Hosted
- On Premise
Language Support
- English
Pricing Model
- Quote-based
Customer Types
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for Universal Knowledge Suite?
Universal Knowledge Suite can be used stand alone, or integrated with service desk ticketing systems, contact center environments, CRM systems, portals, website, and intranets.
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