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Contact Center Knowledge Base reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Contact Center Knowledge Base Software

    A contact center knowledge base is a searchable and editable repository of service-related information. This type of software enables customer service agents to access clear and accurate answers to frequently asked questions regarding a company’s products. Businesses use contact center knowledge bases to increase agent productivity and improve the quality of customer service interactions. By establishing and maintaining a database of proven solutions, contact center knowledge bases ensure that every customer service agent is able to respond to customer issues quickly and confidently. In addition, contact center knowledge bases improve the onboarding process for new agents and ensure that all service knowledge is transferable, so expertise does not leave the business when an employee does.

    Contact center knowledge bases are deployed within a contact center’s workflow and may integrate with live chat software or help desk software, allowing agents to find, view, and share knowledge articles on demand and in real time during interactions with customers. These products also offer features such as intelligent search, article suggestions, and decision trees, which may help agents quickly identify solutions or guide agents step by step through common inquiries.

    Some contact center knowledge base products can be deployed as enterprise wiki software and/or customer self-service software. However, enterprise wikis provide businesses with an internal knowledge management system, which can be implemented broadly across an organization. Customer self-service portals serve as an external knowledge base, allowing customers to access information without the aid of a customer support agent. Unlike these solutions, contact center knowledge bases are internal solutions specifically intended for use by customer service representatives within a contact center environment.

    To qualify for inclusion in the Contact Center Knowledge Base category, a product must:

    Be intended for use in a help desk or customer service environment
    Include a searchable database of product information, troubleshooting techniques, and solutions to known issues
    Be accessible by service representatives to assist them with calls or chats in real time
    Provide features for intelligently guiding agents through customer inquiries and/or suggesting relevant knowledge articles
    Allow edits, updates, and other changes by authorized users to improve the quality of service information

    Top 10 Contact Center Knowledge Base Software

    • Talkdesk
    • Guru
    • Zendesk Support Suite
    • Bloomfire
    • Document360
    • Shelf
    • RightAnswers
    • livepro Knowledge Management
    • Obie
    • SABIO

    Compare Contact Center Knowledge Base Software

    G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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    (1,149)4.4 out of 5
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    Talkdesk is an enterprise cloud contact center empowering companies to make customer experience a true competitive advantage. With enterprise-class performance and consumer-like experience, Talkdesk empowers you to adapt your contact center to the evolving needs of your customers and teams. The results? Increased productivity, higher customer satisfaction, more cost savings and great customer experience. It is the fastest growing cloud contact center solution with over 1800 customers in over 75

    (783)4.6 out of 5
    Optimized for quick response
    Entry Level Price:Free /Month

    Guru is a real-time knowledge management solution that knows when, how, and where to deliver knowledge to you without you having to look for it. With Guru, you don’t just manage your knowledge; you create a network out of your company's collective intelligence. Guru does this by unifying your joint knowledge and suggesting relevant information to you - all in real-time and in every application you work in. The more you use Guru, the smarter it gets.

    (2,275)4.2 out of 5
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    It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F

    (317)4.5 out of 5
    Optimized for quick response

    Bloomfire is a secure knowledge engagement platform that empowers teams to find information fast. Eliminate shoulder taps, frantic Slack requests, and repetitive questions by giving your team the knowledge they need, when and where they need it. Users can upload content in any format (including word documents, PDFs, videos, audio recordings, and slide decks) or create new content directly in the cloud-based platform. Bloomfire deep indexes every word in every file--including words spoken in vi

    (91)4.7 out of 5

    Document360 is a SaaS platform that helps you to build a great self-service knowledge base for your customers and internal users (public or private knowledge bases). Here’s what Document360 offers in terms of functionality: Markdown text editor You don't have to be a developer to pick up the basics. Simple Markdown editor allows you to style a text document using typical formatting techniques including headings, emphasis, lists, images, and links. Category Manager You can create a well-struc

    (31)4.7 out of 5

    Shelf is a highly awarded, innovative knowledge automation and management platform focused on helping contact centers surface the best answers to agents and customers. Through MerlinAI, we enable company knowledge to power the channels that customers want to connect with you, without additional training, without additional manpower. Shelf is built on a modern technology stack, integrating seamlessly into agent workflows so it works where your team works. It’s easy to set up, doesn’t require an

    (26)4.8 out of 5

    Get the Right Answers to the Right People at the Right Time. RightAnswers increases IT help desk and customer service agent productivity, and improves employee and customer experience with a centralized knowledge hub to create, maintain, and find relevant information quickly.

    livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. Since 2001 livepro have been delivering a powerful knowledge management solution to customer service centres in all major industries including Banking and Finance, Airlines, Insurance, Superannuation, Education, Health and Government. livepro is feature-rich yet easy to use, delivering answers to agents - not long complex documents to dig through. This makes customer service

    (82)4.3 out of 5
    Entry Level Price:Free

    Obie is the fastest way to capture and access knowledge at work. Individuals that use Obie: - Find documents, notes and wiki articles, faster - Easily capture text snippets for faster reuse - Share documents with colleagues quickly Organizations that use Obie: - Dramatically reduce frequently asked questions - Streamline onboarding and enablement - Decrease time to response and resolution - Experience the fastest way to find knowledge at work

    (26)4.8 out of 5
    Entry Level Price:8.00 $ Per User per Month

    SaaS-based SABIO gets the most out of your organization’s knowledge because it’s easy to use, deploy, and administer. SABIO wraps a beautiful interface around a fully-featured solution — with CRM and ticketing app integrations and an API. Find out how powerful easy can be.

    (52)4.1 out of 5
    Optimized for quick response

    MindTouch offers enterprise-grade, AI-powered knowledge management solutions for mid-size organizations and large global enterprises that want to increase customer lifetime value. MindTouch serves millions of users worldwide. It was founded in 2005 and is headquartered in San Diego, California. The company’s knowledge management platform was designed to dynamically serve up relevant content wherever the customer journey starts or ends for a more consistent, personalized and effortless experienc

    (46)4.6 out of 5

    Panviva is reinventing the omni-channel customer experience and empowering its clients to deliver real-time information to further boost customer retention, loyalty and growth in today’s digital era. Only Panviva software enables companies to serve-up a seamless, consistent, personalized and responsive omni-channel customer experience. Companies around the world and across multiple industries rely on Panviva to help revitalize their business and customer engagement strategies.

    (16)4.5 out of 5
    Entry Level Price:$ 0

    ProProfs Knowledge Base Software is a powerful tool used to create a private and public knowledge base for employees and customers, respectively. It helps in reducing customer tickets, improving internal team collaboration, streamlining business processes, and improving customer service. By providing centralized access to information across multiple devices and browsers, ProProfs ensures that information-gathering gets simple and seamless for both employees and customers. The software supports 7

    (18)4.0 out of 5

    Deliver the right answers to customers across any channel and empower agents with the best answers to customer questions.

    We work with contact centers, software implementers, and B2B SaaS vendors that need to significantly improve training time and training results. ScreenSteps is designed to support Zero Memorization Training. This is a training methodology where contact center agents, employees, or customers are not required to memorize training information but are trained in how to help themselves when the moment comes. To enable this type of training, ScreenSteps focuses on four types of speed: 1. Speed of A

    (11)4.8 out of 5

    Boomtown is the world’s first knowledge logistics company. We help enterprises deliver the customer experiences they imagine, exactly as they intend. We like to imagine a world where business is personal again. Boomtown is the only customer experience technology that orients around delivering experiences rather than merely measuring them. The foundation for a remarkable customer experience is knowledge delivered on-time and in-context. That’s why we’re on a mission to ensure every question is a

    (26)3.4 out of 5

    Bold360 is the ultimate customer engagement solution delivering personalized interactions and the fastest time-to-value. Leveraging the power of AI, Bold360 helps personalize and enhance every engagement no matter where it takes place, allowing companies to deliver richer and more consistent customer experiences seamlessly across both AI and agent-based interactions. Bold360 delivers groundbreaking intelligence with out-of-the-box simplicity, allowing agents do what they do best – be human. For

    (6)5.0 out of 5

    ProcedureFlow is a reimagined knowledge base. It makes the most complicated information easy and intuitive to create, maintain and use, even in highly regulated and complicated industries. By providing every employee with the exact information they need to handle any scenario, employees can be confident in their abilities from day one on the job. ProcedureFlow allows organizations to leverage the knowledge and expertise of their top performers, and put it into the hands of every employee, improv

    (3)0.0 out of 5

    eGain (NASDAQ: EGAN) is the leading provider of cloud customer engagement hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process, and grow sales across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs).

    (1)5.0 out of 5

    Meet Happitu, where you create exceptional customer interactions that inspire agents, empower management, and inform executives who need to make data-driven business decisions.

    (25)3.7 out of 5

    Moxie is changing the way eCommerce is done. Moxie anticipates what customers want, connecting and engaging with them through the entire digital journey across devices. Through Moxie’s solutions, including Live Chat, Email, Knowledge, and Web Self-Service companies have the ability to deliver the right engagement offer via the right channel to increase total customer value. More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail and travel and hospita

    (1)4.0 out of 5

    SITUATIONAL INTELLIGENCE is solutions to deliver security intelligence to help organizations increase situational awareness, improve security responsiveness and realize greater operational efficiency.

    (4)5.0 out of 5

    Zoomin is transforming how companies and their customers gain value from documentation. By innovating the way users find and experience content, Zoomin helps customers find the answers they need while empowering support agents to deliver fast, relevant and effortless support. Zoomin helps global enterprises turn their documentation into a critical business asset that supports every part of the customer journey. By turning valuable but hard-to-find content into personalized and contextually rel

    (1)5.0 out of 5

    Capacity is a secure, AI-native knowledge sharing platform to help you and your team save time and work smarter. Capacity offers trusted, verified, and up-to-date information, as well as instant, on-the-go access. With the help of state-of-the-art AI, Capacity ensures that the intelligence in your knowledge base stays fresh. With feedback, human-in-the-loop assistance, and verification systems, you can rest easy knowing that the answer you're getting is correct.

    0 ratings

    ChatLingual enables companies to radically simplify their support teams. Our multichannel service platform empowers each Advisor to be your Best Advisor by removing barriers around language, technical skill set and tribal knowledge. With ChatLingual, Global Fortune 500’s are simplifying staffing models, increasing NPS scores, accelerating entry into new markets and driving efficiency across their customer care, sales, IT and HR support teams.

    0 ratings

    EasyVista Self Help is a powerful self-service platform that enables you to easily create, deliver, and measure guided knowledge flows that empower employees, customers, and staff to get the answers they need easily, without contacting the service desk or customer service. Going beyond traditional knowledge base articles, EasyVista Self Help enables your organization to create an interactive knowledge experience that is dynamic and contextualized to a given user’s needs, which allows users to

    0 ratings

    eGain Virtual Assistant for Agents™ continuously monitors conversations to serve up best-practice guidance and knowledge to agents when relevant.

    0 ratings

    Onboard and activate new and existing customers, provide contextual guidance, and offer proactive support within your product to reduce support tickets and scale faster. With Enrio, you can create content and answer customer's questions faster. Use our embedded widget to keep customers engaged within your app, no more sending customers off-site, waiting for someone to show up in the support chat, or getting nowhere with bots.

    0 ratings

    KMS Lighthouse provides you with a state-of-the-art knowledge solution, where enterprise knowledge and customer experience are the heart of the business. Your customers or your agents can access consistent and accurate information at the click of a button, in mere seconds.

    0 ratings

    Knowmax is a Knowledge management software which helps enterprises & brands achieve their CX goals. Knowmax enables a consistent knowledge flow across your assisted channels such as contact center, field, retail as well as Digital Channels such as Website, Mobile App, Chatbots to ensure that your customers and support advisors are able to find the right information at the right time. www.knowmax.ai

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    Check out the G2 Grid® for the top Contact Center Knowledge Base Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    MindTouch
    Zendesk Support Suite
    Bloomfire
    Talkdesk
    Guru
    SABIO
    Panviva
    RightAnswers
    Shelf
    livepro Knowledge Management
    Document360
    Obie
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