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What is Verizon Knowledge Assist?
When clients bring forth significant questions to your organization, they expect quick and efficient support, even when interacting with automated systems. Knowledge Assist harnesses cutting-edge artificial intelligence and machine learning to empower contact center representatives to resolve customer issues rapidly, accurately, and dependably. This AI-driven knowledge base is fully integrated into the workstations of both contact center and virtual agents, guaranteeing access to up-to-date and precise information and guidance. Our solution aids agents in understanding the underlying intent of customer inquiries, providing consistent answers across multiple channels, building trust, and improving customer experiences. Knowledge Assist equips your contact center staff with relevant and timely information through advanced AI technology. It thoughtfully combines well-structured responses, links to essential data repositories, and analyzes both internal and external documents and websites to create a dynamic knowledge base that highlights the most critical information. This ongoing evolution ensures that agents are consistently armed with the finest resources needed to assist customers effectively, ultimately leading to greater satisfaction and loyalty. Additionally, the adaptability of Knowledge Assist means it can continually refine its offerings based on emerging customer needs and trends.
What is USU Knowledge Management?
USU Knowledge Management stands out as the leading platform in the realm of knowledge management specifically tailored for contact centers. Our mission is to equip your customer-facing agents with clear, pertinent information that enhances their ability to deliver superior and more effective customer service. The challenge lies not in the search for information but in managing the overwhelming amount of it available. Often, the only way to obtain the necessary answers is by reaching out to customer service. We aim to simplify the customer support experience to the same ease as performing a Google search, transforming the way inquiries are handled. Ultimately, our focus is on streamlining access to information so that customers receive the assistance they need swiftly and effortlessly.
Integrations Supported
Genesys Cloud CX
NICE CXone Mpower
SAP Business One
Salesforce
Slack
Zendesk
Integrations Supported
Genesys Cloud CX
NICE CXone Mpower
SAP Business One
Salesforce
Slack
Zendesk
API Availability
Has API
API Availability
Has API
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Verizon
Date Founded
1983
Company Location
United States
Company Website
www.verizon.com/business/products/contact-center-cx-solutions/customer-engagement/knowledge-assist/
Company Facts
Organization Name
USU Software
Date Founded
1977
Company Location
Germany
Company Website
www.usu.com/en-us/solutions/usu-knowledge-management/
Categories and Features
Knowledge Management
Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Categories and Features
Chatbot
Call to Action
Context and Coherence
Human Takeover
Inline Media / Videos
Machine Learning
Natural Language Processing
Payment Integration
Prediction
Ready-made Templates
Reporting / Analytics
Sentiment Analysis
Social Media Integration
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Customer Success
Account Alerts
Account Management
Communication Management
Customer Engagement
Customer Lifecycle Management
Health Score
Onboarding
Revenue Management
Usage Tracking / Analytics
Win / Loss Analysis
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Knowledge Management
Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal