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

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.