# Best Contact Center Knowledge Base Software

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   A contact center knowledge base is a searchable, editable repository of service-related information that enables customer service agents to access accurate answers to frequently asked questions in real time, improving agent productivity, response quality, and onboarding while ensuring service knowledge remains within the organization.

### Core Capabilities of Contact Center Knowledge Base Software

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 during calls or chats in real time
- Provide features for intelligently guiding agents through customer inquiries and suggesting relevant knowledge articles
- Allow edits, updates, and other changes by authorized users to improve the quality of service information

### Common Use Cases for Contact Center Knowledge Base Software

Customer service teams deploy contact center knowledge bases to improve resolution speed and consistency across the support organization. Common use cases include:

- Surfacing relevant knowledge articles and decision trees during live customer interactions
- Accelerating onboarding for new agents by providing a structured, accessible service knowledge repository
- Integrating with [live chat](https://www.g2.com/categories/live-chat) and [help desk software](https://www.g2.com/categories/help-desk) to enable in-context knowledge retrieval during customer interactions

### How Contact Center Knowledge Base Software Differs from Other Tools

Contact center knowledge bases are internal solutions specifically designed for customer service representatives, distinguishing them from two related categories. Enterprise wiki software provides internal knowledge management broadly across an organization, while [customer self-service software](https://www.g2.com/categories/customer-self-service) serves as an external knowledge base allowing customers to find answers independently. Contact center knowledge bases sit between these, internal-facing, but purpose-built for the speed and structure demands of a live support environment.

### Insights from G2 on Contact Center Knowledge Base Software

Based on category trends on G2, intelligent article suggestions and real-time search stand out as the most valued capabilities. These platforms deliver reductions in average handle time and improved first-contact resolution as primary benefits of adoption.





## Category Overview

**Total Products under this Category:** 98


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 29,600+ Authentic Reviews
- 98+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.


## Best Contact Center Knowledge Base Software At A Glance

- **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- **Highest Performer:** [Helpjuice](https://www.g2.com/products/helpjuice/reviews)
- **Easiest to Use:** [Guru](https://www.g2.com/products/guru/reviews)
- **Top Trending:** [DevRev](https://www.g2.com/products/devrev-devrev/reviews)
- **Best Free Software:** [Guru](https://www.g2.com/products/guru/reviews)


---

**Sponsored**

### Document360

Document360 is an AI-powered knowledge base platform built for enterprises that need secure, scalable documentation. It centralizes your organization’s knowledge into one unified workspace whether you’re building public help centres, private internal wikis, SOPs, user manuals, API documentation or product playbooks. Who It’s For: By Role: Customer support teams deflect tickets, technical writers publish faster, product managers align teams and engineers document APIs and workflows effortlessly. By Industry: SaaS, IT & consulting, finance, healthcare, education, and manufacturing Key Capabilities: AI Search: ChatGPT-style assistant that delivers precise, context-aware answers from your docs. AI Writing Agent: Instantly turn text, video or prompts into structured, ready-to-publish documentation. SEO Automation: Auto-generate titles, tags and glossaries to improve content discoverability. Powerful Editors: Markdown for speed and WYSIWYG for rich visuals, both with real-time previews and drag-and-drop media. Step-by-Step Guides: Capture on-screen actions to create interactive guides; edit steps and customize highlights in seconds. Category Manager: Organize and restructure content effortlessly with drag-and-drop control. Interactive Demos: Create guided, clickable walkthroughs inside articles to help users learn by doing. Custom Workflow Builder: Automate documentation workflows with custom review stages, roles and approvals. Pro Analytics: Measure performance, engagement, search trends, feedback and ticket deflection. Brand Customization: Tailor portal design, layout and color themes to your brand. Security: SOC 2 and GDPR-aligned with SSO, JWT, SAML and IP restriction Localization: Supports 50+ languages



[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1529&secure%5Bdisplayable_resource_id%5D=1529&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1529&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=60129&secure%5Bresource_id%5D=1529&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-knowledge-base%3Fpage%3D9&secure%5Btoken%5D=62704c645c7f4338d175e960abefcc648ff07c130bba87e58aede3b6a19ad18a&secure%5Burl%5D=https%3A%2F%2Fdocument360.com%2F%3Futm_source%3Dg2%26utm_medium%3Dppc%26utm_campaign%3DG2clicks&secure%5Burl_type%5D=custom_url)

---

## Top-Rated Products (Ranked by G2 Score)
### 1. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
  Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 6,894

**User Satisfaction Scores:**

- **Compliance:** 8.6/10 (Category avg: 8.8/10)
- **Auditing:** 8.6/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.7/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** https://www.salesforce.com/
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce (581,281 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (88,363 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Salesforce Administrator, Salesforce Developer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 41% Mid-Market, 37% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (1705 reviews)
- Features (1497 reviews)
- Case Management (1479 reviews)
- Efficiency (1297 reviews)
- Helpful (821 reviews)

**Cons:**

- Complexity (912 reviews)
- Learning Curve (787 reviews)
- Steep Learning Curve (628 reviews)
- Expensive (585 reviews)
- Missing Features (584 reviews)

### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
  Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 7,270

**User Satisfaction Scores:**

- **Compliance:** 8.2/10 (Category avg: 8.8/10)
- **Auditing:** 8.1/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.3/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704)
- **Year Founded:** 1996
- **HQ Location:** Austin, TX
- **Twitter:** @Zoho (137,251 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,531 employees on LinkedIn®)
- **Phone:** +1 (888) 900-9646 

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Director
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 73% Small-Business, 24% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (710 reviews)
- Features (517 reviews)
- Ticket Management (377 reviews)
- Integrations (360 reviews)
- Intuitive (343 reviews)

**Cons:**

- Learning Curve (329 reviews)
- Steep Learning Curve (233 reviews)
- Limited Customization (196 reviews)
- Complexity (191 reviews)
- Not Intuitive (181 reviews)

### 3. [Guru](https://www.g2.com/products/guru/reviews)
  Guru is the AI Source of Truth for your company—an AI knowledge platform that connects everything your teams know, makes it accessible everywhere you work, and keeps it accurate automatically. Guru unifies your company’s apps, chats, and docs into one governed knowledge layer, delivering cited, permission-aware answers, chat, and research across Slack, Teams, your browser, or even other AIs like ChatGPT and Claude. Every answer is grounded in verified knowledge, with built-in verification and lineage to ensure trust, compliance, and confidence at scale. Connect your knowledge. Access it everywhere. Build trust—automatically.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 2,252

**User Satisfaction Scores:**

- **Compliance:** 9.3/10 (Category avg: 8.8/10)
- **Auditing:** 9.2/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.3/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Guru](https://www.g2.com/sellers/guru)
- **Company Website:** https://www.getguru.com
- **Year Founded:** 2013
- **HQ Location:** Philadelphia, PA
- **Twitter:** @Guru_HQ (4,264 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/5129180/ (2,330 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative, Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 59% Mid-Market, 29% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (742 reviews)
- Helpful (418 reviews)
- Comprehensive Information (315 reviews)
- Easy Access (298 reviews)
- Information Accuracy (287 reviews)

**Cons:**

- Search Functionality (152 reviews)
- Inefficient Search (149 reviews)
- Search Functionality Issues (138 reviews)
- Inefficient Searching (136 reviews)
- Organizational Challenges (110 reviews)

### 4. [Talkdesk](https://www.g2.com/products/talkdesk/reviews)
  Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 2,422

**User Satisfaction Scores:**

- **Compliance:** 9.2/10 (Category avg: 8.8/10)
- **Auditing:** 9.1/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.2/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk)
- **Company Website:** https://www.talkdesk.com
- **Year Founded:** 2011
- **HQ Location:** Palo Alto, CA
- **Twitter:** @talkdesk (6,958 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,369 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Supervisor, Team Lead
  - **Top Industries:** Consumer Services, Computer Software
  - **Company Size:** 60% Mid-Market, 21% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (188 reviews)
- Efficiency (113 reviews)
- Features (112 reviews)
- Call Management (102 reviews)
- Helpful (97 reviews)

**Cons:**

- Call Issues (66 reviews)
- Technical Issues (42 reviews)
- Missing Features (37 reviews)
- Connection Issues (33 reviews)
- Poor Connectivity (31 reviews)

### 5. [Helpjuice](https://www.g2.com/products/helpjuice/reviews)
  Helpjuice's AI knowledge base is an industry-leading playform designed to supercharge your team and customers by enhancing knowledge sharing across your organization. With Helpjuice, you can capture, create, and share critical information effortlessly, making it the ideal knowledge base tool for training employees, onboarding new customers, enabling self-service, and sharing knowledge within and outside your company. Our powerful platform allows users to create new content directly in our easy-to-use editor as well as upload content in multiple formats, ensuring that essential information is accessible anytime and anywhere. Helpjuice's powerful, Google-like search functionality makes it easy for users to find the right information they need quickly and efficiently. Trusted by major organizations such as Amazon, Change.org, Wells Fargo, the World Health Organization, Shipt, TCL, and thousands of others, Helpjuice is dedicated to breaking down information silos and fostering a culture of knowledge sharing.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 374

**User Satisfaction Scores:**

- **Compliance:** 8.5/10 (Category avg: 8.8/10)
- **Auditing:** 8.3/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.7/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Helpjuice](https://www.g2.com/sellers/helpjuice)
- **Year Founded:** 2011
- **HQ Location:** Miami, FL
- **Twitter:** @HelpJuice (776 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1879314/ (38 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Technical Writer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 49% Mid-Market, 39% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (121 reviews)
- Helpful (102 reviews)
- Customer Support (93 reviews)
- Features (81 reviews)
- Customization (73 reviews)

**Cons:**

- Editing Difficulties (36 reviews)
- Limited Customization (31 reviews)
- Formatting Issues (30 reviews)
- Editing Limitations (22 reviews)
- Learning Curve (20 reviews)

### 6. [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management/reviews)
  livepro is a comprehensive Customer Experience Knowledge Management solution designed to enhance the efficiency and effectiveness of customer service operations across various industries. Since its inception in 2001, livepro has been dedicated to providing a robust knowledge management platform that empowers customer service centers & departments that support them in sectors such as Banking and Finance, Airlines, Insurance, Superannuation, Education, Health, and Government. The primary goal of livepro is to streamline the process of delivering accurate information to agents, thereby improving overall customer experience. The target audience for livepro includes organizations that prioritize customer service excellence and seek to optimize their knowledge management processes. By offering a feature-rich yet user-friendly interface, livepro allows customer service representatives to access reliable answers quickly, eliminating the need to sift through lengthy documents. This intuitive design not only enhances the speed of customer service interactions but also significantly reduces the training time required for staff, enabling them to confidently address customer inquiries with minimal onboarding. One of the standout features of livepro is its powerful search functionality, which serves as a single source of truth for organizations. This feature ensures that agents can retrieve consistent and accurate answers across multiple channels, including phone, email, front counter, website, self-service portals, live chat, and even modern virtual assistants. By providing immediate access to information, livepro helps organizations respond to even the most complex customer questions efficiently, thereby fostering a more satisfying customer experience. The benefits of implementing livepro extend beyond improved customer satisfaction. Organizations can expect a reduction in average handling time (AHT) and a decrease in training costs, as staff become more adept at navigating the system with ease. Additionally, livepro minimizes compliance and risk factors by offering clear, easy-to-follow process guidance, which helps ensure that agents adhere to established protocols. Overall, livepro stands out in the knowledge management category by delivering a solution that not only enhances the capabilities of customer service teams but also positively impacts the bottom line through operational efficiencies.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 167

**User Satisfaction Scores:**

- **Compliance:** 9.8/10 (Category avg: 8.8/10)
- **Auditing:** 9.6/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.8/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [livepro](https://www.g2.com/sellers/livepro)
- **Company Website:** https://livepro.com/
- **Year Founded:** 2001
- **HQ Location:** North Sydney, NSW
- **Twitter:** @liveprosoftware (100 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2324422/ (35 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Knowledge Specialist
  - **Top Industries:** Government Administration, Insurance
  - **Company Size:** 46% Mid-Market, 21% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (73 reviews)
- Knowledge Base (55 reviews)
- Helpful (45 reviews)
- Intuitive (36 reviews)
- Features (33 reviews)

**Cons:**

- Inefficient Search (10 reviews)
- Inefficient Search Function (9 reviews)
- Improvement Needed (8 reviews)
- Poor Search Functionality (8 reviews)
- Search Functionality (8 reviews)

### 7. [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)
  Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth.


  **Average Rating:** 4.1/5.0
  **Total Reviews:** 583

**User Satisfaction Scores:**

- **Compliance:** 9.2/10 (Category avg: 8.8/10)
- **Auditing:** 9.2/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.2/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Five9](https://www.g2.com/sellers/five9)
- **Company Website:** https://www.Five9.com
- **Year Founded:** 2001
- **HQ Location:** San Ramon, CA
- **Twitter:** @Five9 (14,832 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (2,968 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative
  - **Top Industries:** Consumer Services, Financial Services
  - **Company Size:** 56% Mid-Market, 23% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (131 reviews)
- Customer Support (89 reviews)
- Helpful (88 reviews)
- Features (78 reviews)
- Efficiency (64 reviews)

**Cons:**

- Call Issues (46 reviews)
- Missing Features (41 reviews)
- Complexity (35 reviews)
- Technical Issues (33 reviews)
- Poor Customer Support (31 reviews)

### 8. [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews)
  Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, powerful analytics, pre-built integrations, and much more - all designed into our familiar, easy-to-use Zoom app. With Zoom, businesses deliver fast, efficient, and highly personalized customer experiences, improved agent productivity, and better business results.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 56

**User Satisfaction Scores:**

- **Compliance:** 8.3/10 (Category avg: 8.8/10)
- **Auditing:** 7.8/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.3/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.6/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Zoom](https://www.g2.com/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97)
- **Company Website:** https://www.zoom.com
- **Year Founded:** 2011
- **HQ Location:** San Jose, CA
- **Twitter:** @zoom (1,044,537 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2532259/ (12,688 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Farming, Financial Services
  - **Company Size:** 46% Mid-Market, 42% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (31 reviews)
- Features (15 reviews)
- Efficiency (14 reviews)
- Easy Setup (10 reviews)
- Integrations (10 reviews)

**Cons:**

- Call Issues (10 reviews)
- Lack of Clarity (7 reviews)
- Missing Features (7 reviews)
- Chat Functionality Issues (6 reviews)
- Contact Management (6 reviews)

### 9. [Yext](https://www.g2.com/products/yext/reviews)
  Yext (NYSE: YEXT) is the leading local brand visibility platform built for a world where discovery and engagement happen everywhere — across AI and traditional search, social, websites, and direct communications. Backed by billions of trusted data points benchmarked against the competition, Yext provides unmatched visibility into brand performance at both the global and hyper-local level. From insight to impact, you get actionable recommendations and a suite of integrated tools to execute at scale. The result: clarity, control, and confidence that customers discover you everywhere it matters. To learn more about Yext, visit yext.com.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 1,059

**User Satisfaction Scores:**

- **Compliance:** 7.8/10 (Category avg: 8.8/10)
- **Auditing:** 7.7/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.0/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Yext](https://www.g2.com/sellers/yext)
- **Company Website:** https://www.yext.com
- **Year Founded:** 2006
- **HQ Location:** New York
- **Twitter:** @yext (21,833 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/515401/ (2,348 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Marketing Manager, Digital Marketing Manager
  - **Top Industries:** Financial Services, Hospital & Health Care
  - **Company Size:** 38% Enterprise, 31% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (360 reviews)
- Helpful (199 reviews)
- Centralized Management (189 reviews)
- Customer Support (182 reviews)
- Features (165 reviews)

**Cons:**

- Complex Usability (99 reviews)
- Learning Curve (83 reviews)
- Difficult Learning (80 reviews)
- Difficult Navigation (68 reviews)
- Limited Features (67 reviews)

### 10. [Bloomfire](https://www.g2.com/products/bloomfire/reviews)
  Bloomfire is the leading AI-driven Enterprise Intelligence and Knowledge Management solution. The platform connects employees with the right information, exactly when, and where it's needed, empowering users to access, manage, and collaborate on knowledge efficiently and effectively. Bloomfire’s AI-powered search and content authoring transform how teams interact with data and ensure that organizational assets and critical information are easily accessible and actionable. Bloomfire supports enterprise companies in scaling their knowledge management programs across teams, departments, and org-wide deployments and serves businesses across all industries – including healthcare, finance, government, manufacturing, and retail. With a focus on operational excellence, Bloomfire is an established, trusted partner to Fortune 500 companies and other industry leaders. The AI-driven platform delivers nearly 2 million answers each month, emphasizing its value and credibility. Key functionality includes: · AI-Powered Enterprise Search: Get direct, trusted answers from Ask AI and find relevant documents and articles across all your integrated platforms with intuitive search. ·AI-Powered Authoring Tools: Advanced authoring tools streamline knowledge creation and ensure your content fits the unique needs of your business. Use generative AI to create and refine insights from your original work, ensuring all published information is high quality and optimized for search. · Scalable Architecture & Award-Winning Implementation: With flexible structure and navigation components like communities, groups, and boards, Bloomfire is designed to grow with your organization, offering a seamless integration and implementation process.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 500

**User Satisfaction Scores:**

- **Compliance:** 9.0/10 (Category avg: 8.8/10)
- **Auditing:** 8.7/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.1/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Bloomfire](https://www.g2.com/sellers/bloomfire)
- **Company Website:** https://www.bloomfire.com
- **Year Founded:** 2010
- **HQ Location:** Austin, TX
- **Twitter:** @Bloomfire (6,367 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/851196/ (93 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Account Manager, Project Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 52% Mid-Market, 30% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (29 reviews)
- Easy Access (14 reviews)
- AI Features (13 reviews)
- Search Functionality (13 reviews)
- Artificial Intelligence (12 reviews)

**Cons:**

- Inefficient Search (7 reviews)
- Inefficient Search Functionality (5 reviews)
- Limited Customization (5 reviews)
- Limited Reporting (5 reviews)
- Search Functionality Issues (5 reviews)

### 11. [BoldDesk](https://www.g2.com/products/bolddesk/reviews)
  BoldDesk® by Syncfusion® is an advanced, AI-powered Customer service software designed to streamline customer support operations. It combines robust ticketing software, live chat, and multi-channel support with cutting-edge AI features like AI Copilot and AI Agents. AI Agents provide 24/7 assistance with fast, accurate, and human-like responses, ensuring customers always get the right support, anytime. It integrates seamlessly with over 40 popular tools, supports 35+ languages, and scales effortlessly from startups to large enterprises, making it the ideal choice for modern, AI-driven customer support.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 122

**User Satisfaction Scores:**

- **Compliance:** 9.3/10 (Category avg: 8.8/10)
- **Auditing:** 8.8/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.9/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.8/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Syncfusion](https://www.g2.com/sellers/syncfusion)
- **Company Website:** https://www.syncfusion.com
- **Year Founded:** 2001
- **HQ Location:** Morrisville, North Carolina
- **Twitter:** @Syncfusion (11,932 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/123064/ (2,568 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Developer, IT Manager
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 46% Small-Business, 33% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (41 reviews)
- Simple (19 reviews)
- Customer Support (17 reviews)
- Easy Setup (17 reviews)
- Features (17 reviews)

**Cons:**

- Missing Features (13 reviews)
- Learning Curve (9 reviews)
- Limited Customization (9 reviews)
- Not Intuitive (8 reviews)
- Ticketing Issues (8 reviews)

### 12. [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews)
  NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 1,603

**User Satisfaction Scores:**

- **Compliance:** 9.0/10 (Category avg: 8.8/10)
- **Auditing:** 7.4/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.1/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.7/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [NiCE](https://www.g2.com/sellers/nice)
- **Year Founded:** 1986
- **HQ Location:** Hoboken, New Jersey
- **Twitter:** @NICELtd (14,643 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (13,947 employees on LinkedIn®)
- **Ownership:** NASDAQ: NICE

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative, Supervisor
  - **Top Industries:** Consumer Services, Information Technology and Services
  - **Company Size:** 52% Mid-Market, 34% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (38 reviews)
- Features (27 reviews)
- Efficiency (26 reviews)
- Helpful (21 reviews)
- User Interface (15 reviews)

**Cons:**

- Call Issues (14 reviews)
- Technical Issues (14 reviews)
- Learning Curve (10 reviews)
- Missing Features (10 reviews)
- Poor Customer Support (10 reviews)

### 13. [CommBox](https://www.g2.com/products/commbox/reviews)
  CommBox: The AI Customer Engagement Platform for Enterprise CommBox is an enterprise-grade platform that unifies your customer communication -Voice, WhatsApp, Web, and Social - into a single, intelligent workspace. Unlike legacy contact centers that are voice-first, or CRMs that are record-first, CommBox is an engagement-first platform. We provide the intelligent orchestration layer that connects your front-end channels directly to your core business systems (like SAP, Salesforce, and AWS Connect). This allows enterprises to move beyond simple chat and automate the entire lifecycle of a customer request, from the first message to final resolution in your backend systems. Battle-Tested Scale & Security Trusted by over 300 global enterprises—including AIG, IKEA, and Panasonic Connect—CommBox orchestrates 100M+ annual conversations. Our platform is ISO 27001, SOC 2, and GDPR compliant, ensuring a safe, controlled, and scalable path to AI adoption in regulated industries. Key Capabilities: End-to-End Task Resolution: Our AI agents do more than answer questions; they execute business workflows. By syncing directly with your backend systems, they handle high-stakes tasks like customs clearance, insurance claims, and billing updates without manual data entry. Rapid Time-to-Value: We favor immediate impact over multi-year transformations. CommBox layers intelligence over your existing infrastructure, allowing you to deploy AI agents in weeks and deliver measurable ROI within the first month. Unified Fabric for Voice & Digital: Eliminate fragmented context. CommBox maintains a single, continuous thread of context across every channel. When a human handoff occurs, the agent has the full history and data ready for a "warm" transition. Enterprise-Grade WhatsApp: Transform the world’s most popular messaging app into a secure, managed business channel with full HQ visibility, strict governance, and advanced automation. Future-Proof CX Strategy: Adopt AI at your brand’s own pace. Start with high-impact use cases and scale company-wide as your needs evolve, ensuring your infrastructure is always ready for the next wave of innovation.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 48

**User Satisfaction Scores:**

- **Compliance:** 10.0/10 (Category avg: 8.8/10)
- **Auditing:** 10.0/10 (Category avg: 8.4/10)
- **Policies and Controls:** 10.0/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [CommBox](https://www.g2.com/sellers/commbox)
- **Year Founded:** 2013
- **HQ Location:** Glil-Yam, Hasharon
- **LinkedIn® Page:** https://www.linkedin.com/company/commbox1/ (107 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Insurance
  - **Company Size:** 40% Mid-Market, 36% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (7 reviews)
- Features (6 reviews)
- Automation (5 reviews)
- Efficiency (5 reviews)
- Helpful (5 reviews)

**Cons:**

- Complex Platform (2 reviews)
- Delays (2 reviews)
- Difficulty (2 reviews)
- Bugs (1 reviews)
- Complexity (1 reviews)

### 14. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews)
  ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 253

**User Satisfaction Scores:**

- **Ease of Use:** 8.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** https://www.servicenow.com/
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow (54,113 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Telecommunications
  - **Company Size:** 60% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (34 reviews)
- Features (26 reviews)
- Efficiency (21 reviews)
- Case Management (20 reviews)
- Automation (18 reviews)

**Cons:**

- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)
- Limited Customization (13 reviews)
- Complexity (12 reviews)
- Improvements Needed (9 reviews)

### 15. [ProcedureFlow](https://www.g2.com/products/procedureflow/reviews)
  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, improving quality and consistency. This allows organizations to transform traditional classroom training to “learning by doing”, creating a more motivating and engaging environment for employees.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 42

**User Satisfaction Scores:**

- **Compliance:** 8.7/10 (Category avg: 8.8/10)
- **Auditing:** 9.0/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.2/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.7/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [ProcedureFlow](https://www.g2.com/sellers/procedureflow)
- **Year Founded:** 2015
- **HQ Location:** Saint John, NB
- **Twitter:** @ProcedureFlow (358 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9425110/ (70 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Telecommunications
  - **Company Size:** 50% Mid-Market, 33% Enterprise


### 16. [Document360](https://www.g2.com/products/document360/reviews)
  Document360 is an AI-powered knowledge base platform built for enterprises that need secure, scalable documentation. It centralizes your organization’s knowledge into one unified workspace whether you’re building public help centres, private internal wikis, SOPs, user manuals, API documentation or product playbooks. Who It’s For: By Role: Customer support teams deflect tickets, technical writers publish faster, product managers align teams and engineers document APIs and workflows effortlessly. By Industry: SaaS, IT & consulting, finance, healthcare, education, and manufacturing Key Capabilities: AI Search: ChatGPT-style assistant that delivers precise, context-aware answers from your docs. AI Writing Agent: Instantly turn text, video or prompts into structured, ready-to-publish documentation. SEO Automation: Auto-generate titles, tags and glossaries to improve content discoverability. Powerful Editors: Markdown for speed and WYSIWYG for rich visuals, both with real-time previews and drag-and-drop media. Step-by-Step Guides: Capture on-screen actions to create interactive guides; edit steps and customize highlights in seconds. Category Manager: Organize and restructure content effortlessly with drag-and-drop control. Interactive Demos: Create guided, clickable walkthroughs inside articles to help users learn by doing. Custom Workflow Builder: Automate documentation workflows with custom review stages, roles and approvals. Pro Analytics: Measure performance, engagement, search trends, feedback and ticket deflection. Brand Customization: Tailor portal design, layout and color themes to your brand. Security: SOC 2 and GDPR-aligned with SSO, JWT, SAML and IP restriction Localization: Supports 50+ languages


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 498

**User Satisfaction Scores:**

- **Compliance:** 9.3/10 (Category avg: 8.8/10)
- **Auditing:** 9.2/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.1/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Kovai Limited](https://www.g2.com/sellers/kovai-limited)
- **Company Website:** https://www.kovai.co/
- **Year Founded:** 2009
- **HQ Location:** London
- **Twitter:** @BizTalk360 (1,922 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/kovaico/ (333 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Technical Writer, Senior Technical Writer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 47% Mid-Market, 40% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (46 reviews)
- Features (31 reviews)
- Customer Support (29 reviews)
- Helpful (27 reviews)
- User Interface (27 reviews)

**Cons:**

- Missing Features (11 reviews)
- Editing Difficulties (10 reviews)
- Editing Limitations (9 reviews)
- Expensive (9 reviews)
- Limited Customization (9 reviews)

### 17. [Ozonetel](https://www.g2.com/products/ozonetel/reviews)
  Ozonetel is an industry-leading provider of a unified customer experience intelligence (oneCXi) platform that empowers businesses of all sizes to engage, convert, and retain customers at scale. The all-in-one cloud-native platform brings together inbound and outbound contact center operations, AI-driven engagement, and workforce optimization, combining scalability, security, and intelligence to power exceptional customer experiences. It enables teams to deliver faster, smarter, and more personalized interactions across every touchpoint. With a proven record of: • Accelerating sales by 50%, • Increasing customer lifetime value by 280% • Reducing operational costs by up to 50% • Improving retention by 60% Ozonetel provides businesses end-to-end visibility, advanced call management, and complete control over the customer journey. Ozonetel powers over 3,500 businesses globally, including top brands such as HDFC Bank, HDB Financial Services, Angel One, TVS Motor, Nykaa, Lenskart, JD Power, Tata 1mg, Niva Bupa, and Fitness First (Landmark Group) helping them deliver exceptional experiences. The platform handles more than 7 billion customer interactions annually, enabling 300,000+ daily agent logins across 150 countries.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 619

**User Satisfaction Scores:**

- **Compliance:** 9.3/10 (Category avg: 8.8/10)
- **Auditing:** 9.2/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.3/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Ozonetel](https://www.g2.com/sellers/ozonetel)
- **Company Website:** https://www.ozonetel.com
- **Year Founded:** 2007
- **HQ Location:** San Jose, California
- **Twitter:** @Ozonetel (780 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/668578/ (339 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Associate, Assistant Manager
  - **Top Industries:** Financial Services, Hospital & Health Care
  - **Company Size:** 62% Mid-Market, 28% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (134 reviews)
- Features (95 reviews)
- Call Management (87 reviews)
- Call Quality (69 reviews)
- Customer Support (57 reviews)

**Cons:**

- Call Issues (61 reviews)
- Connection Issues (60 reviews)
- Call Connectivity Issues (41 reviews)
- Connectivity Issues (41 reviews)
- Technical Issues (38 reviews)

### 18. [Upland Panviva](https://www.g2.com/products/upland-panviva/reviews)
  Upland Panviva delivers AI-powered, expert-approved guidance and recommendations to build confidence and trust for contact center agents and customers. Panviva ensures complex organizations and their customer experience operations are compliant, competitive, and productive. Tailored for healthcare, health insurance, banking, utilities, and BPO organizations with large contact centers, Panviva offers flexible solutions that allow you to evolve at your own pace. From compliance-focused manual knowledge management to fully AI-powered, seamlessly integrated guidance across your contact center ecosystem, Panviva grows with you. Experience the productivity power of Panviva and transform your organization's knowledge delivery while maintaining strict compliance standards, all backed by deep industry expertise.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 92

**User Satisfaction Scores:**

- **Compliance:** 9.0/10 (Category avg: 8.8/10)
- **Auditing:** 8.7/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.7/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Upland Software](https://www.g2.com/sellers/upland-software)
- **Company Website:** https://uplandsoftware.com/
- **Year Founded:** 2010
- **HQ Location:** Austin, TX
- **LinkedIn® Page:** https://www.linkedin.com/company/3139095/ (828 employees on LinkedIn®)
- **Ownership:** NASDAQ:UPLD

**Reviewer Demographics:**
  - **Top Industries:** Hospital & Health Care, Insurance
  - **Company Size:** 51% Mid-Market, 41% Enterprise


#### Pros & Cons

**Pros:**

- Accuracy (1 reviews)
- Analytics (1 reviews)
- Daily Use (1 reviews)
- Ease of Learning (1 reviews)
- Ease of Use (1 reviews)

**Cons:**

- Customization Issues (1 reviews)
- Error Issues (1 reviews)
- Integration Issues (1 reviews)
- Limited Capabilities (1 reviews)
- Limited Customization (1 reviews)

### 19. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews)
  Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 662

**User Satisfaction Scores:**

- **Compliance:** 8.5/10 (Category avg: 8.8/10)
- **Auditing:** 8.3/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.3/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr)
- **Company Website:** https://www.sprinklr.com
- **Year Founded:** 2009
- **HQ Location:** New York
- **Twitter:** @Sprinklr (38,124 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,349 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Social Media Manager, Social Media Specialist
  - **Top Industries:** Consumer Services, Marketing and Advertising
  - **Company Size:** 41% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (81 reviews)
- Features (64 reviews)
- Helpful (52 reviews)
- Efficiency (47 reviews)
- Customer Support (37 reviews)

**Cons:**

- Complexity (29 reviews)
- Learning Curve (27 reviews)
- Missing Features (26 reviews)
- Slow Loading (23 reviews)
- Steep Learning Curve (21 reviews)

### 20. [Stonly](https://www.g2.com/products/stonly/reviews)
  Stonly is the modern knowledge platform for customer service. We help companies drive fast, accurate resolutions with step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for agents and customers. Unlike other knowledge platforms, Stonly’s knowledge is interactive (instead of static) and delivered when and where people need it. That means it gets used much more often and can handle every case that comes its way. Use AI to leverage your knowledge to respond to each request with the ideal solution—be it an easy answer or in-depth guidance. You can control the answers and handle every question well, even the most critical and complex ones. Easily create great knowledge content and keep it up to date and accurate. We’ll give you the tools to collect feedback, measure, and improve the impact of knowledge on your business. Integrate with all of your tools and processes, including Zendesk, Salesforce Service Cloud, Freshworks, HubSpot, and more. Learn how Stonly empowers thousands of companies to support millions of customers at https://stonly.com/


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 131

**User Satisfaction Scores:**

- **Compliance:** 9.2/10 (Category avg: 8.8/10)
- **Auditing:** 9.1/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.3/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.0/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Stonly](https://www.g2.com/sellers/stonly)
- **Year Founded:** 2018
- **HQ Location:** Paris, FR
- **Twitter:** @stonly (3 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/stonly/ (58 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 58% Small-Business, 34% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (10 reviews)
- Features (6 reviews)
- Helpful (6 reviews)
- Easy Implementation (5 reviews)
- Intuitive (5 reviews)

**Cons:**

- Missing Features (3 reviews)
- Lack of Features (2 reviews)
- Time Consumption (2 reviews)
- Button Issues (1 reviews)
- Chatbot Issues (1 reviews)

### 21. [Shelf](https://www.g2.com/products/shelf-shelf/reviews)
  Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf's MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics and automate content publishing to every channel. Rated #1 for ease of use.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 135

**User Satisfaction Scores:**

- **Compliance:** 9.4/10 (Category avg: 8.8/10)
- **Auditing:** 9.1/10 (Category avg: 8.4/10)
- **Policies and Controls:** 9.4/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Shelf](https://www.g2.com/sellers/shelf)
- **Company Website:** https://shelf.io
- **HQ Location:** Stamford, CT
- **Twitter:** @shelf_io (1,225 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10614850/ (227 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Financial Services, Consumer Services
  - **Company Size:** 57% Mid-Market, 28% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (2 reviews)
- AI Features (1 reviews)
- AI Technology (1 reviews)
- Artificial Intelligence (1 reviews)
- Centralization (1 reviews)

**Cons:**

- Editing Difficulties (1 reviews)
- Editing Limitations (1 reviews)
- Inefficiency (1 reviews)
- Inefficient Search (1 reviews)
- Inefficient Search Function (1 reviews)

### 22. [DevRev](https://www.g2.com/products/devrev-devrev/reviews)
  Computer is an AI teammate, by DevRev, that unifies your knowledge, automates work, and delivers Team Intelligence across every workflow. Unlike other AI tools, Computer connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, chats) into a single AI-ready source of truth: Computer Memory. This is achieved with our patented two-way sync engine, Computer AirSync. Computer doesn’t just find information. It takes action in your systems, automates workflows, and generates insights grounded in your complete business context. From automated ticket resolution to complex business analysis, Computer works alongside your teams through purpose-built apps and custom AI agents. Above all else, Computer brings people back together. By breaking down silos and connecting people, it ushers in the future of AI-human collaboration. We call this Team Intelligence. It’s time to stop juggling scattered tools and start focusing on what matters.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 180

**User Satisfaction Scores:**

- **Compliance:** 7.8/10 (Category avg: 8.8/10)
- **Auditing:** 7.6/10 (Category avg: 8.4/10)
- **Policies and Controls:** 7.6/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** https://devrev.ai/
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev (3,235 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/devrev/ (889 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Product Manager, HR Specialist
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 54% Mid-Market, 33% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (54 reviews)
- Efficiency (51 reviews)
- Features (48 reviews)
- Helpful (40 reviews)
- Customer Support (29 reviews)

**Cons:**

- Missing Features (30 reviews)
- Limited Features (21 reviews)
- Lack of Features (19 reviews)
- Learning Curve (18 reviews)
- Not Intuitive (16 reviews)

### 23. [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews)
  8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments


  **Average Rating:** 4.1/5.0
  **Total Reviews:** 237

**User Satisfaction Scores:**

- **Compliance:** 8.3/10 (Category avg: 8.8/10)
- **Auditing:** 6.7/10 (Category avg: 8.4/10)
- **Policies and Controls:** 6.7/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.2/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0)
- **Company Website:** https://www.8x8.com
- **Year Founded:** 1987
- **HQ Location:** San Jose, CA
- **Twitter:** @8x8 (11,063 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/8x8 (2,847 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Operations Manager
  - **Top Industries:** Financial Services, Information Technology and Services
  - **Company Size:** 55% Mid-Market, 35% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (37 reviews)
- Helpful (26 reviews)
- Customer Support (24 reviews)
- Features (19 reviews)
- Efficiency (17 reviews)

**Cons:**

- Missing Features (11 reviews)
- Poor Customer Support (11 reviews)
- Call Management (7 reviews)
- Complexity (7 reviews)
- Integration Issues (7 reviews)

### 24. [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews)
  HappyFox Help Desk is a comprehensive support and ticket management platform that consolidates customer and internal queries from multiple channels, including email, chat, and web portals. With a user-friendly interface, robust automation, and advanced reporting capabilities, it enhances response times and customer satisfaction. Trusted by over 12,000 companies in 70+ countries, HappyFox serves diverse industries such as education, IT, media, e-commerce, retail, manufacturing, non-profit, and government, ensuring seamless support operations across various sectors. HappyFox Help Desk is designed to deliver seamless support through omnichannel ticketing, which consolidates customer interactions into a single, unified interface. It offers efficient ticket management with customizable statuses and queues, enhanced team collaboration with private notes and task management, and powerful automation tools to streamline routine tasks. These features make it ideal for businesses of all sizes, as well as internal teams such as Facilities, IT, and HR, ensuring a productive and organized help desk environment. Enterprises choose HappyFox for its tailored solutions and comprehensive tech stack, which includes smart automation, SLA management, real-time reporting, and a robust knowledge base. Our consultative approach ensures customized solutions that fit unique requirements, supported by a dedicated expert team for rapid issue resolution. HappyFox's extensive knowledge base and seamless integrations with enterprise tools enable effortless implementation and scalability, making it the preferred choice for enterprises looking to enhance their support operations and achieve higher efficiency and customer satisfaction.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 137

**User Satisfaction Scores:**

- **Policies and Controls:** 10.0/10 (Category avg: 8.6/10)
- **Ease of Use:** 9.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [HappyFox Inc.](https://www.g2.com/sellers/happyfox-inc)
- **Year Founded:** 2011
- **HQ Location:** Irvine, California
- **Twitter:** @HappyFoxApp (2,476 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3190470/ (151 employees on LinkedIn®)
- **Phone:** +1 (949) 535-2220

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 42% Mid-Market, 39% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (7 reviews)
- Customer Support (5 reviews)
- Automation (3 reviews)
- Easy Setup (3 reviews)
- Efficiency (3 reviews)

**Cons:**

- Call Functionality (1 reviews)
- Complex Usability (1 reviews)
- Email Communication Issues (1 reviews)
- Email Management Issues (1 reviews)
- Expensive (1 reviews)

### 25. [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews)
  Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 149

**User Satisfaction Scores:**

- **Compliance:** 8.9/10 (Category avg: 8.8/10)
- **Auditing:** 7.8/10 (Category avg: 8.4/10)
- **Policies and Controls:** 8.1/10 (Category avg: 8.6/10)
- **Ease of Use:** 8.7/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel)
- **Company Website:** https://www.puzzel.com
- **HQ Location:** Alna District, Oslo
- **LinkedIn® Page:** https://www.linkedin.com/company/18006024 (352 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Telecommunications, Oil & Energy
  - **Company Size:** 51% Mid-Market, 23% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (63 reviews)
- Helpful (47 reviews)
- Customer Support (46 reviews)
- Efficiency (35 reviews)
- User Interface (27 reviews)

**Cons:**

- Missing Features (14 reviews)
- Limited Customization (13 reviews)
- Complexity (9 reviews)
- Learning Curve (9 reviews)
- Poor Reporting (8 reviews)



## Parent Category

[Call & Contact Center Software](https://www.g2.com/categories/call-contact-center)



## Related Categories

- [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)
- [Help Desk Software](https://www.g2.com/categories/help-desk)
- [Live Chat Software](https://www.g2.com/categories/live-chat)
- [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance)
- [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software)
- [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)
- [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)