USU, a leading provider of knowledge management solutions for customer service, today announced a new contract with a US based Fortune 500 financial services company. This multinational investment bank and financial services provider selected USU’s knowledge management platform, Knowledge Center, to optimize its customer service and act as a single source of truth. The company expects to significantly increase service productivity and quality, for example by increasing the first contact resolution rate and reducing call handling and training time.
Its choice of USU was based on the software's purpose-built features and wide range of integrations with other leading tools. Knowledge Center’s robust editorial system, custom workflows and templates are important features for increasing the speed, quality and accuracy of support information. Additionally, the ability to integrate external data sources and offer chatbots and self-service options, all from the same platform was a major advantage.
The first roll-out of the software is planned for September 2020 which will scale up to all service areas with approximately 1,300 customer service agents and partners over the coming year.
"We are very excited about our new Fortune 500 account. It shows that our customer service solutions are successful in the US market, in addition to our other tools like software license management, which are market leaders in Europe," said Mel Passarelli, President and CEO of Aspera Inc., a subsidiary of USU Group.