EANS-News: The standard for intelligent knowledge bases
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Global Expansion
Subtitle: USU at the Call Centre Expo 2011
Möglingen (euro adhoc) - It makes sense to use intelligent knowledge bases in
call and service centres as about 80 percent of the costs incurred by a call
centre are due to problem-solving. This means that access to up-to-date,
quality-assured information is a crucial factor in increasing first-contact
solution rates and faster processing times with high-quality responses.
At the stand C8 at the Call Centre Expo taking place in London from October
11 - 12, 2011, USU AG will be presenting USU KnowledgeCenter 5: an innovative
set of tools for providing knowledge at the point of contact. USU
KnowledgeCenter is a modular solution that provides its own infrastructure.
Working as a central resource, it organises and groups all information channels,
providing a 360° view of data and direct access to all relevant information
through a centralised user interface.
Prominent companies from all sectors have been using USU products in call and
service centres for years now - for example, Hutchison, Wiener Städtische,
Volkswagen, Roche, O2, BASF, Generali, etc. But even service organisations with
as few as about 10 workers benefit from intelligent knowledge bases. Municipal
service centres in German cities such as Cologne or Berlin also work
successfully with KnowledgeCenter. This way, companies are placed in the
position of being able to productively integrate knowledge bases into their
processes on a technological as well as organisational basis within a very short
space of time. This means that the amount of manual intervention occurring
during self-learning procedures is kept to a minimum. Currently more than
500,000 users in Europe use USU products in call and service centres.
A new feature is that service organisations can use the widely established
knowledge base USU KnowledgeCenter 5 as well as the SaaS version. It is
available as a web application for a competitively priced subscription and
adapts itself dynamically to patterns of use. There is no need to install
software directly on a customer's servers or workplace computers. The knowledge
base is available on the Internet anytime and anywhere using standard web
browsers. This means that the USU software service guarantees high flexibility
and transparency of costs.
Additional features include extensive functions for self-service, direct
"one-click navigation" to the most important solutions and the integration of
messages. Processes such as quality assurance, problem management, incident
handling and ticket management are all directly integrated. Manual intervention
during self-learning processes is reduced to a minimum as a result.
Further information can be found at http://www.usu-knowledgecenter.com/
The detailed white paper, "Knowledgebases in Call and Service Centers" can be
requested from t.gerick@usu.de.
A corporate web version of USU KnowledgeCenter can also be tested free of
charge:
http://www.usu-knowledgecenter.com/en/offer/as-software-as-a-service.html
Further inquiry note:
Gerick Thomas
end of announcement euro adhoc
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company: USU Software AG
Spitalhof
D-71696 Möglingen
phone: +49 (0)7141 4867 0
FAX: +49 (0)7141 4867 20
mail: investor@usu-software.de
WWW: http://www.usu-software.de
sector: Software
ISIN: DE000A0BVU28
indexes: CDAX, Prime All Share, Technology All Share
stockmarkets: regulated dealing/prime standard: Frankfurt, free trade: Berlin,
Hamburg, Düsseldorf, Hannover, München, regulated dealing:
Stuttgart
language: English