Universal Knowledge

Knowledge Management in Developing Countries

Comments: With a new generation of South Africans coming into the business market it becomes more and more difficult to mentor everyone in the same way. The pressure that internships and learner-ships place on Snr resources is huge, but with KPS KM important knowledge can now be shared and distributed through the organisation as well as over the years.

Pros:

Ease of harvesting knowledge from other systems. The AI like function of linking search phrases to topics. Taxonomy setup and linking of user rights. Management of content and the regular updating of it.

Cons:

Collaboration between individuals could be more Graphic, but it works well.

Critical software for our use in our contact centre

Comments: The significant positive effects on increased First Contact Resolution and Customer Satisfaction, decreased Complaints and AHT, better staff engagement (internally and with customers and their customers), better bottom line Financials, and overall ease and accuracy of implementation of changing information and processes. Our environment is fast-paced and ever-changing. I doubt whether we could keep up with these and provide the levels of services that our customers demand without having KPS KMS in place.

Pros:

As a outsource contact centre, servicing multiple corporate and government accounts, an extremely good knowledge management software product is critical to the on-going successful delivery of all services. The KPS KMS fulfills that requirement in every regard. It provides significant bang for sensible bucks. It is relatively easy to setup, use, administer and maintain. Our contact centre agents and our customers love it, as do those who contact us. Major positive effects on AHT, First Contact Resolution, Financials, and Complaints etc

Cons:

There is very very little to not like about this software - to the point that we as an organisation and sgnificant heavy users of it cannot think of any that easily comes to mind

Strong functionality, great support

Comments: We've got a strong tool for our customer service team to use as a knowledge resource. The learning curve is a bit steep, but worth it.

Pros:

I love the support we receive, and the robust functionality. KPS is very open to changes, and are positioned to be adaptive to customer needs.

Cons:

The UI is not terribly intuitive, which can be problematic. We're not always satisfied with the import functionality. None of these are drastic issues, though.

Greatly satisfied implementation and usage of Knowledge Powered Solution

Comments: The implementation team came on site to provide hands-on server install and customization. During this multi day visit, their team created customized scripting to extract book titles and detailed information to feed the Knowledge Management System. The results are: time saved, the availability of data for the Customer Service Representative (CSR) to speak with agility and on demand knowledge for a 2 minute call constraint. This near real time data originated from another system of record but appears seamless to the CSR.
As the software releases become available, KPS staff are proactive to insure our operating system and SQL releases are compatible with the new software. As we refresh to the most current release in 3 weeks, they have committed to Go-To-Meeting and help us to install while they watch to answer our question and develop our internal knowledge. We have built a very solid library of information for repeatable processes, integrity in our data, and quickly implementing new documentation with little confusion. Write authority is limited by access control and the read permissions are wide. Our content library is very stable and well managed, thanks in part to the permissions design.
The KPS team has been very responsive to our Information Service team for information. The system has not failed in the 3 years we have used it on our own servers. The KPS tem send out notices of existing functionality as we grown and announcing new capabilities as their product demand grow. Their staff provides personalized support and not dial x for this or that.
The KPS software has allowed us to annotate procedures which are critical for control and legal compliance. An intentional naming scheme allows us to identify document which need to be reviewed at least annually for payment card compliance.
We have nothing but gratitude for this responsive team. The product delivers what is promised and the users determine their destinies. Invest the time to state your usage to the implementation team, listen to their suggested solutions and allow the KPS team to deliver your configured solution. The product is affordable. We are very grateful to our KPS partners and their product and rate them very high for ease of use, customer support and commitment to their product.

Thank you

Comments: Excellent collaboration.

Pros:

Portlets and required reading is our favorite. Also the ability to set a due date for knowledge items is handy.

Cons:

I look forward for the reporting matrix to be improved further with flexibility of customization.

KPS Review

Comments: The knowledge management software gave our team the edge in streamlining our scheduling processes and provided all resources that our teams needed to ensure our patients were scheduled and taken care of in a timely manner. The KPS team is amazing to work with and provided excellent support to our team.

Pros:

The KPS System is a great tool and resource to house all scheduling knowledge management guides that provides ease of access and enhancements to improve overall team performance and quality.

Cons:

In the beginning stages of implementations we did find that there were some difficulties customizing the software to meet our needs, this was immediately resolved and future enhancements improved our overall experience. The KPS development team is always exploring innovative ways to enhance the technology.

Great Product and Awesome Support team

Comments: We use this product as an internal repository for HR information. Our HR centre uses this tool to answer questions they receive daily. Thi sproduct ensures the accuracy and consistency of the information that is provided to our employees

Pros:

This product is super easy to use, all of the employees who are using this product love the user-friendliness.

Cons:

A few bugs her and there but the KPS team was amazing throughout our implementation and still support us anytime we have questions or concerns.

FUCHS LUBRICANTS REVIEW

Comments: i haven't had issues with connection or speed, seems to work well.

Pros:

The ease of inputting information and how easy it is to find the information which has been uploaded. The root is easy to search in, and i like the fact that you can answer the questions later on, and see if they have been answered or not.

Cons:

That you can't delete templates that have been created; sometimes your needs change when using it and you want to delete, move things around and its time consuming to do this.

Grat Company, better people

Comments: The company really needed a knowledge base to store all the knowlage that the company has and most of the time lacks on actually transcripting and saving. With thsi system we create ans store the single version of the truth of each process to create a 24/7 self/service both for internal staff and customers.

Pros:

Easy to use, manageable, changeable and adaptable.

Cons:

Just a bit dated7basic looking but I am aware of version 6 and how great that looks!

Excellent Knowledge Management Solution

Comments: Pros:
Easy to use and implement (5 days to live pilot on two separate Service Desk applications)
Simple to index in local, network and external knowledge sources
Excellent natural language search engine with automated self learning from contextual searches
Good tools for knowledge management and workflow e.g Authoring, Moderating, Ask Expert, Hot Topics and Required Reading
Independent product not tied in to any other application or bloat so rapid ROI
Excellent Customer Service from first contact to in life support and development Cons:
Some may find the standard client look and feel a bit dated but this is straightforward to re-skin and is hidden from most users if you integrate to your applications Overall:
Highly recommended

Version 4.1.6

Comments: Would fully recommend to others

Pros:

Ease of use, ability to customise it to our specific needs

Cons:

Could be more inline with windows look and feel Some enhancements requests take a while to get completed. ie. links in automated emails etc

Provides What We Need!

Comments: Have shared my thoughts with Sue already