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