Best Contact Center Knowledge Base Software - Page 6
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:
Featured Contact Center Knowledge Base Software At A Glance
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eFACiLiTY® Helpdesk and Knowledgebase system simplifies service request management by centralizing all configurable details into a unified solution. Our comprehensive helpdesk platform ensures seamles
16 Twitter followers
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eGain AI Knowledge Hub is the industry’s most advanced AI-powered knowledge management solution, designed to empower customer service, contact center, and support teams with instant, accurate, and com
2,509 Twitter followers
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Enghouse Knowledge Management Software (eKMS) combines knowledge base software with community forums to deliver a comprehensive SaaS online self-service solution.
- 100% Enterprise
2,451 Twitter followers
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Graia is an Agentic Contact Center-as-a-Service (CCaaS) and GenAI platform purpose-built to deliver more empathetic, intelligent, and autonomous customer experiences at scale. By combining deep custom
- 100% Small-Business
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HCL IntelliService is a service intelligence platform that transforms customer service into customer success. The platform supports many connectors that ingest data across customer relationship manage
426,467 Twitter followers
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HelpBell is an AI-powered tool designed to enhance customer support systems and improve the efficiency of knowledge sharing. With HelpBell, users can integrate smart widgets on their websites to provi
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Implicit is an AI-powered support and knowledge management software solution that helps companies automate complex support workflows, scale product expertise, and deliver accurate answers via both age
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Infinite Media is a leader in the design and development of online, classroom, training video, and blended learning programs with a proven and successful track record in delivering a complete range of
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- Overview
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Mayday is the AI-powered knowledge base that boosts customer support. Mayday centralizes your knowledge and makes it accessible internally into your favorite customer support tools (CRM, Ticketing,
- Overview
- User Satisfaction
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A multichannel helpdesk system for receiving and managing customer requests in a single window with an artificial intelligence module. The system helps to automate and to speed up the processing of cu
- Overview
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RevOwl lets B2B Customer Success and Product teams capture their product and create engaging walkthroughs and Product Tours. Following are some of the use cases RevOwl can help you with. 1. Create wa
- 100% Small-Business
11 Twitter followers
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Smart Knowledge revolutionizes knowledge management with its approach based on generative AI and semantic search, ensuring that your agents have access to the right information at all times. - Organi
- Overview
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Smiddle Agent Scripting - a software, that allows to creation and implementation of scenarios of communication with Customers for Contact Center agents. Using Agent Scripting tips, the agent builds t
- Overview
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Starmind is the smartest, fastest and most intuitive way to connect employees to the expert knowledge they need. Its human-centric patented AI learns who knows what on any given topic and identifies t
- 93% Enterprise
- 7% Mid-Market
2,491 Twitter followers
