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Melita Ltd. turns to Knowledge Center for support in improving digital customer service


Möglingen, 25 January 2018 – Melita Ltd. has selected the central knowledge database from the USU division unymira to help the company improve its services for all customer-related issues. Malta’s leading telecommunications company will soon be using the professional comprehensive solution Knowledge Center to provide efficient, cost-effective customer service over all communication channels. The project kick-off is planned for January 2018, going live a few months later.

The active unymira solution guarantees that quality-assured information on a range of topics is provided quickly by phone, chat, social media and email. In addition, Knowledge Center offers assistance for the automated handling of standard service-related inquiries using bots. The system also supports the use of “guided dialogues” to rapidly narrow down the cause of problems and incidents. Intelligent web services offer further customized self-service options to quickly find the specific information needed. This makes it possible to provide online responses to customer enquiries, reducing call volumes and ensuring uniform service quality across all channels.

“unymira’s expertise and their integrated comprehensive system won us over right from the start,” said Anthony Aquilina, Customer Experience Design Manager at Melita. “We are now well prepared to address each step of our customer’s journey with an easy-to-use solution.”

Besides marketing software products in other European countries, unymira is currently expanding its international activities, especially in the United States. The exceptionally positive feedback at trade shows as well as initial customer projects confirm the significant international market potential of unymira applications.

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Founded in 1977, USU AG is one of the biggest European providers of IT and Knowledge Management Software. Market leaders from every sector of the international economy create transparency with USU applications, while also increasing flexibility, decreasing risks and cutting costs.

With intelligent solutions and expertise in digital interaction, unymira is a prime mover in the digitization of business processes. Standard software and consulting services help to automate service processes and actively provide knowledge for all communication channels and customer contact points in sales, marketing, and customer service. The customer-first portfolio in this area is complemented by customized applications, portal and CMS solutions, UX design and social media management.

USU AG is a subsidiary of USU Software AG (ISIN DE 000A0BVU28), which is listed in the Prime Standard Segment of the German Stock Exchange (DAX) in Frankfurt.

For further information, please go to:

USU Software AG
Corporate Communications
Dr. Thomas Gerick
Tel.: +49 (0) 71 41 / 48 67 440
Fax: +49 (0) 71 41 / 48 67 108

USU Software AG
Investor Relations
Falk Sorge
Tel.: +49 (0) 71 41 - 48 67 351
Fax: +49 (0) 71 41 - 48 67 108