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Centralized Knowledge for Service Centers

by david.nunes

Centralized Knowledge for Service Centers

Moeglingen/Germany, London/UK, September 26, 2012

Problem-solving needs Knowledge. 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 D2 at the Call Centre Expo taking place in London from October 2 – 3, 2012, 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.

Thousands of service agents benefit from the system every day, be it in a call centre, at the IT service desk, in municipal information service offices and, not least of all, in the HR Shared Service Center. USU has been setting standards in service-oriented knowledge management for more than 15 years, offering consulting expertise and highly evolved software solutions from a single source. Prominent companies from all sectors have been using USU products in call and service centres for years now – for example, Hutchison, Wiener Städtische, Volkswagen, Lamborghini, Roche, O2, BASF, Generali, etc. But even service organisations with as few as about 10 workers benefit from intelligent knowledge bases. The first customer in Great Britain is CCA International. CCA handled 7,6 million calls in 2011. Customers of CCA in the UK are names such as Vauxhall,

Chevrolet, Saab, British Telecom as well as two major newspapers.

CCA is currently using the SaaS-Version of USU KnowledgeCenter. The knowledge database is available everywhere and anytime via standard web-browser. The web-based service solution guarantees high flexibility, cost-transparency and maximum data security. Crucial aspects of the decision for USU as partner were the industry specific functionalities as well as the comprehensive possibilities of self service and the multi-client capability of the system.

USU offers USU KnowledgeCenter on-premise, SaaS-based or as a managed service. Companies can choose one of the following service packages to suit their individual requirements:


· Ramp-up:

USU provide the initial filling and basic configuration of the knowledge base, and provide the service staff directly with the key documents along with templates for adding further content.


· Knowledge Lifecycle Management:

USU manages the knowledge base for the company and continuously optimize it by means of report-based analyses of user behavior.


· Editorial Service:

USU produces, manages and updates the relevant documents and content for companies.


Further information can be found at http://www.usu-knowledgecenter.co.uk./

A corporate web version of USU KnowledgeCenter can also be tested free of charge. The detailed white paper, “Knowledgebases in Call and Service Centers” can be requested from t.gerick@usu.de.


About USU AG.

Founded in 1977, USU offers strategies, consulting, software solutions and services for achieving comprehensive integration of knowledge and experience into business workflows and applications within organizations. Market leaders from every sector of the international economy create transparency with USU applications, while also becoming more competitive, cutting costs and reducing their risks. With its three business areas, USU is Europe’s largest provider of IT and knowledge management solutions.


With its Valuemation® product line, USU offers a high-quality portfolio for supporting IT Management and Service Management, one whose merits have been recognized by leading market analysts around the world. This modular, highly integrated suite covers all disciplines for achieving ITIL®-compliant Business Service Management. With it, our customers can obtain a comprehensive overview of their IT processes and IT infrastructure, allowing them to transparently chart, track, allocate and actively manage their IT costs.


With KnowledgeCenter technology, customers can activate and leverage all the knowledge resources within their organizations. This broad, comprehensive application bundles all the various communications and information channels on one central platform. With the support of intelligent knowledge bases from USU, call and service centres efficiently provide accurate, individualized answers to over 25 million inquiries per year.


By developing and maintaining complex, customer-specific applications, USU experts can combine user-requested features, sector-specific knowledge and technological expertise to create individual, customized solutions. Our core competencies also include process and system integration based on service-oriented architecture (SOA) as well as deployment of knowledge and employee portals, from initial planning to ultimate placement in service.


USU AG is a subsidiary of USU Software AG (ISIN DE 000A0BVU28), which is listed in the Prime Segment of the German Stock Exchange (DAX) in Frankfurt. For further information, please go to: http://www.usu-ag.com/

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