# ProProfs Knowledge Base Software, Agentforce Service (formerly Salesforce Service Cloud), Five9 Intelligent Cloud Contact Center Platform vs Confluence Comparison | | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Star Rating** | 4.6 out of 5 | 4.4 out of 5 | 4.1 out of 5 | 4.1 out of 5 | | **Total Reviews** | 30 | 7,331 | 610 | 4,356 | | **Largest Market Segment** | Mid-Market (46.7% of reviews) | Mid-Market (42.8% of reviews) | Mid-Market (56.8% of reviews) | Mid-Market (48.3% of reviews) | | **Entry Level Price** | $1,080.00 Per Year | Starting at $25.00 1 User Per Month | No pricing available | Free 10 Users Per Month | --- ## Top Pros & Cons ### ProProfs Knowledge Base Software **Not enough data** ### Agentforce Service (formerly Salesforce Service Cloud) Pros: - Ease of Use (1259 reviews) - Features (1102 reviews) Cons: - Complexity (697 reviews) - Learning Curve (583 reviews) ### Five9 Intelligent Cloud Contact Center Platform Pros: - Ease of Use (118 reviews) - Customer Support (85 reviews) Cons: - Call Issues (43 reviews) - Complexity (35 reviews) ### Confluence Pros: - Ease of Use (299 reviews) - Team Collaboration (212 reviews) Cons: - Not Intuitive (84 reviews) - Slow Performance (83 reviews) --- ## Ratings Comparison | Rating | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Meets Requirements** | 9.2 (22 reviews) | 8.6 (2850 reviews) | 8.4 (496 reviews) | 8.5 (3690 reviews) | | **Ease of Use** | 9.5 (22 reviews) | 8.4 (5463 reviews) | 8.4 (506 reviews) | 8.0 (3740 reviews) | | **Ease of Setup** | 8.9 (11 reviews) | 7.9 (4216 reviews) | 8.0 (361 reviews) | 8.3 (1230 reviews) | | **Ease of Admin** | 9.0 (10 reviews) | 8.2 (1561 reviews) | 8.0 (305 reviews) | 8.0 (902 reviews) | | **Quality of Support** | 9.3 (21 reviews) | 8.3 (2626 reviews) | 8.2 (477 reviews) | 8.1 (2529 reviews) | | **Has the product been a good partner in doing business?** | 8.8 (10 reviews) | 8.7 (1542 reviews) | 8.6 (304 reviews) | 8.5 (817 reviews) | | **Product Direction (% positive)** | 9.4 (19 reviews) | 8.3 (2798 reviews) | 7.5 (490 reviews) | 7.5 (3622 reviews) | --- ## Pricing ### ProProfs Knowledge Base Software #### Entry-Level Pricing Plan: ESSENTIALS Price: $1,080.00 Per Year Description: Best for all types of business sizes with multiple teams that need site help (tooltips, forms, chat, ticketing, etc.) Key Features: - Authors & Users - 3 - Public Views - Unlimited - Pages - 500 [Browse all 3 editions](https://www.g2.com/products/proprofs-knowledge-base-software/pricing) #### Free Trial No ### Agentforce Service (formerly Salesforce Service Cloud) #### Entry-Level Pricing Plan: Starter Suite Price: Starting at $25.00 1 User Per Month Description: The simple CRM suite for marketing, sales, service, and commerce. Key Features: - Case Management - Knowledge Management - Salesforce Mobile App [Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing) #### Free Trial Yes ### Five9 Intelligent Cloud Contact Center Platform #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Confluence #### Entry-Level Pricing Plan: Free Price: Free 10 Users Per Month Description: Free forever for 10 users Key Features: - Pages & Spaces - Organize & connect work with databases - Hundreds of templates [Browse all 4 editions](https://www.g2.com/products/confluence/pricing) #### Free Trial Yes --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1728 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Ticket and Case Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Ticket creation user experience** | Not enough data | 8.5 (1216 reviews) ✓ Verified | Not enough data | Not enough data | | **Ticket response user experience** | Not enough data | 8.4 (1228 reviews) ✓ Verified | Not enough data | Not enough data | | **Workflow** | Not enough data | 8.4 (1279 reviews) ✓ Verified | Not enough data | Not enough data | | **Response Automation** | Not enough data | 8.3 (1185 reviews) ✓ Verified | Not enough data | Not enough data | | **SLA Management** | Not enough data | 8.1 (985 reviews) | Not enough data | Not enough data | | **Attachments/Screencasts** | Not enough data | 7.9 (1170 reviews) ✓ Verified | Not enough data | Not enough data | | **Ticket Collaboration** | Not enough data | 8.3 (1157 reviews) ✓ Verified | Not enough data | Not enough data | | **Customer and Contacts Database** | Not enough data | 8.6 (1073 reviews) ✓ Verified | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.7 (182 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | 7.7 (181 reviews) | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | 8.6 (76 reviews) | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | 8.5 (68 reviews) | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | 8.5 (71 reviews) | Not enough data | Not enough data | #### Communication Channels | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Customer Portal** | Not enough data | 8.4 (1027 reviews) ✓ Verified | Not enough data | Not enough data | | **Email to Case** | Not enough data | 8.6 (1217 reviews) ✓ Verified | Not enough data | Not enough data | | **Chat/Live Support** | Not enough data | 8.2 (865 reviews) | Not enough data | Not enough data | | **Social Integration** | Not enough data | 8.0 (811 reviews) ✓ Verified | Not enough data | Not enough data | | **Voice** | Not enough data | 8.1 (771 reviews) | Not enough data | Not enough data | #### Platform | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Mobile User Support** | Not enough data | 7.8 (558 reviews) ✓ Verified | 7.3 (8 reviews) | Not enough data | | **Customization ** | Not enough data | 8.3 (824 reviews) ✓ Verified | 7.9 (57 reviews) | Not enough data | | **User, Role, and Access Management** | Not enough data | 8.6 (704 reviews) ✓ Verified | 9.2 (10 reviews) | Not enough data | | **Integration** | Not enough data | 8.3 (646 reviews) ✓ Verified | 8.7 (9 reviews) | Not enough data | | **Reporting** | Not enough data | 8.2 (1165 reviews) ✓ Verified | 8.1 (9 reviews) | Not enough data | | **Dashboards** | Not enough data | 8.3 (1182 reviews) ✓ Verified | 8.3 (8 reviews) | Not enough data | ### Auto Dialer | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | 7.1/10 | 164 | | **Confluence** | N/A | N/A | #### Dialing Options | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Preview Dialing** | Not enough data | Not enough data | 8.9 (144 reviews) ✓ Verified | Not enough data | | **Progressive Dialing** | Not enough data | Not enough data | 8.9 (138 reviews) ✓ Verified | Not enough data | | **Predictive Dialing** | Not enough data | Not enough data | 6.4 (7 reviews) | Not enough data | #### Agent Tools | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Whisper Coaching ** | Not enough data | Not enough data | 8.8 (122 reviews) ✓ Verified | Not enough data | | **Callback Scheduling ** | Not enough data | Not enough data | 8.6 (134 reviews) ✓ Verified | Not enough data | | **Call Recording ** | Not enough data | Not enough data | 8.9 (146 reviews) ✓ Verified | Not enough data | #### Automation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Voice Activity Detection** | Not enough data | Not enough data | 8.4 (126 reviews) ✓ Verified | Not enough data | | **Interactive Voice Response (IVR)** | Not enough data | Not enough data | 8.7 (124 reviews) ✓ Verified | Not enough data | | **Call Scrubbing** | Not enough data | Not enough data | 8.4 (118 reviews) ✓ Verified | Not enough data | #### Agentic AI - Auto Dialer | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | 5.6 (9 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | 5.9 (9 reviews) | Not enough data | #### AI Capabilities - Auto Dialer | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Call Prioritization and List Optimization** | Not enough data | Not enough data | 4.2 (6 reviews) | Not enough data | | **Compliance Monitoring** | Not enough data | Not enough data | 3.9 (6 reviews) | Not enough data | | **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 3.9 (6 reviews) | Not enough data | ### Contact Center Knowledge Base | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Administration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Database Management ** | Not enough data | 8.8 (232 reviews) | Not enough data | Not enough data | | **Data Workflows** | Not enough data | 8.8 (231 reviews) | Not enough data | Not enough data | | **Issue Management** | Not enough data | 8.7 (229 reviews) | Not enough data | Not enough data | #### Knowledge Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Knowledge Base** | Not enough data | 8.8 (225 reviews) | Not enough data | Not enough data | | **Publishing Workflows** | Not enough data | 8.6 (215 reviews) | Not enough data | Not enough data | | **Analytics** | Not enough data | 8.5 (214 reviews) | Not enough data | Not enough data | #### Compliance | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Policies and Controls** | Not enough data | 8.7 (231 reviews) | Not enough data | Not enough data | | **Data Governance** | Not enough data | 8.7 (229 reviews) | Not enough data | Not enough data | | **Compliance** | Not enough data | 8.6 (229 reviews) | Not enough data | Not enough data | | **Auditing** | Not enough data | 8.6 (226 reviews) | Not enough data | Not enough data | #### Customer Support | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Intelligent Search** | Not enough data | 8.2 (214 reviews) | Not enough data | Not enough data | | **Suggestions** | Not enough data | 8.2 (208 reviews) | Not enough data | Not enough data | | **Decision Trees** | Not enough data | 8.0 (197 reviews) | Not enough data | Not enough data | #### Data Security | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Risk Data Attributes** | Not enough data | 8.6 (220 reviews) | Not enough data | Not enough data | | **Data Transport** | Not enough data | 8.7 (222 reviews) | Not enough data | Not enough data | | **Access Management** | Not enough data | 9.0 (222 reviews) | Not enough data | Not enough data | | **Multi-Factor Authentication** | Not enough data | 9.1 (223 reviews) | Not enough data | Not enough data | #### Administration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Integrations** | Not enough data | 8.6 (215 reviews) | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | 8.9 (216 reviews) | Not enough data | Not enough data | | **Performance and Reliability** | Not enough data | 8.9 (220 reviews) | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Summarization** | Not enough data | 7.6 (152 reviews) | Not enough data | Not enough data | ### Customer Communications Management | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Channels | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Multi-Channel Coverage** | Not enough data | 8.6 (129 reviews) | Not enough data | Not enough data | | **Open Listening** | Not enough data | 8.4 (120 reviews) | Not enough data | Not enough data | | **Physical Media** | Not enough data | 7.6 (119 reviews) | Not enough data | Not enough data | #### Design | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Communications Strategy Development** | Not enough data | 8.4 (119 reviews) | Not enough data | Not enough data | | **Create Content** | Not enough data | 8.0 (119 reviews) | Not enough data | Not enough data | | **Personalization** | Not enough data | 8.3 (122 reviews) | Not enough data | Not enough data | | **Inbound Identification** | Not enough data | 8.4 (121 reviews) | Not enough data | Not enough data | | **Regulatory Compliance** | Not enough data | 8.5 (116 reviews) | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.5 (113 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | 7.6 (112 reviews) | Not enough data | Not enough data | ### Complaint Management | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Usability | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **All-Employee Access** | Not enough data | 8.6 (205 reviews) | Not enough data | Not enough data | | **Supporting Documents** | Not enough data | 8.6 (208 reviews) | Not enough data | Not enough data | | **Two-Way Communication** | Not enough data | 8.7 (206 reviews) | Not enough data | Not enough data | #### Reporting | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Priority Case Alerts** | Not enough data | 8.7 (206 reviews) | Not enough data | Not enough data | | **Trend Analysis** | Not enough data | 8.3 (199 reviews) | Not enough data | Not enough data | | **Performance Monitoring** | Not enough data | 8.6 (204 reviews) | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.6 (180 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | 7.6 (181 reviews) | Not enough data | Not enough data | ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 | | **Five9 Intelligent Cloud Contact Center Platform** | 8.1/10 | 62 | | **Confluence** | N/A | N/A | #### Quality Assurance | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Evaluation** | Not enough data | 8.8 (72 reviews) | 8.5 (51 reviews) | Not enough data | | **Calibration** | Not enough data | 8.7 (69 reviews) | 8.4 (50 reviews) | Not enough data | | **Reports** | Not enough data | 8.7 (72 reviews) | 8.4 (52 reviews) | Not enough data | #### Engagement | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Feedback** | Not enough data | 8.8 (70 reviews) | 8.4 (49 reviews) | Not enough data | | **Dashboards** | Not enough data | 8.9 (70 reviews) | 8.4 (56 reviews) | Not enough data | | **Training** | Not enough data | 8.7 (70 reviews) | 8.4 (50 reviews) | Not enough data | #### Performance | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Integrations** | Not enough data | 8.7 (71 reviews) | 8.8 (56 reviews) | Not enough data | | **Compliance** | Not enough data | 8.8 (71 reviews) | 8.9 (51 reviews) | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.8 (61 reviews) | 6.1 (11 reviews) | Not enough data | | **AI Text Summarization** | Not enough data | 8.0 (62 reviews) | 6.4 (11 reviews) | Not enough data | ### Knowledge Base | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | 9.0/10 | 6 | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | 8.3/10 | 1091 | #### Knowledge Pages | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Templates** | 8.3 (6 reviews) | Not enough data | Not enough data | 8.5 (794 reviews) | | **In-Content Feedback** | 8.6 (6 reviews) | Not enough data | Not enough data | 8.5 (740 reviews) | | **Versioning and Version History** | 9.2 (6 reviews) | Not enough data | Not enough data | 8.9 (801 reviews) | | **Decision Trees** | Feature Not Available | Not enough data | Not enough data | 8.3 (659 reviews) | | **Duplicate Detection** | Not enough data | Not enough data | Not enough data | 7.8 (441 reviews) | | **Content Editor** | Not enough data | Not enough data | Not enough data | 8.6 (537 reviews) | #### Knowledge Dissemination | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Page Analytics** | 8.9 (6 reviews) | Not enough data | Not enough data | 8.3 (674 reviews) | | **Permissions** | 9.4 (6 reviews) | Not enough data | Not enough data | 8.6 (791 reviews) | | **Knowledge Sharing** | 9.2 (6 reviews) | Not enough data | Not enough data | 9.2 (901 reviews) | | **Notifications** | 9.4 (6 reviews) | Not enough data | Not enough data | 8.6 (796 reviews) | | **Advanced Search** | Not enough data | Not enough data | Not enough data | 8.1 (494 reviews) | | **Browser Extension** | Not enough data | Not enough data | Not enough data | 7.8 (423 reviews) | | **Organization** | Not enough data | Not enough data | Not enough data | 8.7 (559 reviews) | | **Other Integrations** | Not enough data | Not enough data | Not enough data | 8.5 (524 reviews) | | **Knowledge Integrations** | Not enough data | Not enough data | Not enough data | 8.5 (451 reviews) | #### Agentic AI - Knowledge Base | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 7.7 (178 reviews) | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 7.6 (179 reviews) | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 7.5 (178 reviews) | ### Contact Center | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 312 | | **Five9 Intelligent Cloud Contact Center Platform** | 8.0/10 | 318 | | **Confluence** | N/A | N/A | #### Channels | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Voice** | Not enough data | 7.5 (277 reviews) | 8.9 (236 reviews) ✓ Verified | Not enough data | | **Social** | Not enough data | 7.4 (270 reviews) | 7.5 (171 reviews) ✓ Verified | Not enough data | | **Web Chat** | Not enough data | 7.9 (276 reviews) | 7.9 (169 reviews) ✓ Verified | Not enough data | | **Mobile SMS** | Not enough data | 7.4 (267 reviews) | 7.4 (163 reviews) ✓ Verified | Not enough data | | **Email** | Not enough data | 8.8 (283 reviews) | 7.5 (171 reviews) ✓ Verified | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text-to-Speech** | Not enough data | 7.0 (218 reviews) | 6.2 (58 reviews) | Not enough data | #### Functions | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Session Routing** | Not enough data | 7.9 (271 reviews) | 8.7 (258 reviews) ✓ Verified | Not enough data | | **Session Queuing** | Not enough data | 8.0 (269 reviews) | 8.8 (257 reviews) ✓ Verified | Not enough data | | **Concurrent Calling** | Not enough data | 7.6 (259 reviews) | 8.7 (230 reviews) ✓ Verified | Not enough data | | **Speech Analytics** | Not enough data | 7.2 (256 reviews) | 8.1 (163 reviews) ✓ Verified | Not enough data | | **Auto Dialer** | Not enough data | 7.2 (257 reviews) | 8.7 (194 reviews) ✓ Verified | Not enough data | | **IVR** | Not enough data | 7.2 (261 reviews) | 8.8 (216 reviews) ✓ Verified | Not enough data | | **Inbound Screen Pop** | Not enough data | 7.7 (260 reviews) | 8.8 (209 reviews) ✓ Verified | Not enough data | | **Persistent Data** | Not enough data | 8.0 (261 reviews) | 8.6 (190 reviews) ✓ Verified | Not enough data | #### Agentic AI - Contact Center | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | 9.3 (7 reviews) | 6.2 (33 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | 9.6 (8 reviews) | 7.3 (37 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | 8.6 (7 reviews) | Feature Not Available | Not enough data | | **Proactive Assistance** | Not enough data | 9.0 (7 reviews) | 6.7 (34 reviews) | Not enough data | #### Administrative | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Session Summary Notes** | Not enough data | 7.9 (257 reviews) | 8.2 (229 reviews) ✓ Verified | Not enough data | | **Administrator Access** | Not enough data | 8.5 (261 reviews) | 8.7 (247 reviews) ✓ Verified | Not enough data | | **Reporting & Dashboards** | Not enough data | 8.5 (260 reviews) | 8.3 (262 reviews) ✓ Verified | Not enough data | | **Session Recording** | Not enough data | 7.7 (250 reviews) | 8.7 (203 reviews) ✓ Verified | Not enough data | | **Agent Scheduling and Assignment** | Not enough data | 7.7 (255 reviews) | 8.3 (172 reviews) ✓ Verified | Not enough data | ### Unified Workspaces | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | 8.5/10 | 77 | #### Login Options | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Single Sign-On (SSO)** | Not enough data | Not enough data | Not enough data | 9.5 (59 reviews) | | **Password Saver** | Not enough data | Not enough data | Not enough data | 8.7 (43 reviews) | #### Productivity | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Email Client** | Not enough data | Not enough data | Not enough data | 7.9 (39 reviews) | | **Split Screen** | Not enough data | Not enough data | Not enough data | 8.3 (43 reviews) | | **Activity Feed** | Not enough data | Not enough data | Not enough data | 8.5 (42 reviews) | | **Virtual Assistant** | Not enough data | Not enough data | Not enough data | 8.1 (44 reviews) | | **Analytics and Reporting** | Not enough data | Not enough data | Not enough data | 8.4 (45 reviews) | #### Customization | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Custom Workflows** | Not enough data | Not enough data | Not enough data | 8.4 (47 reviews) | | **Multiple Workspaces** | Not enough data | Not enough data | Not enough data | 9.1 (47 reviews) | | **Custom Application Integration** | Not enough data | Not enough data | Not enough data | 8.6 (42 reviews) | #### Agentic AI - Unified Workspaces | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 7.8 (37 reviews) | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 8.2 (41 reviews) | ### Call Compliance | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | 8.6/10 | 73 | | **Confluence** | N/A | N/A | #### Compliance | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Regulations** | Not enough data | Not enough data | 8.8 (59 reviews) | Not enough data | | **Updates** | Not enough data | Not enough data | 8.8 (62 reviews) | Not enough data | | **Exemptions** | Not enough data | Not enough data | 8.5 (57 reviews) | Not enough data | #### Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Scrubbing** | Not enough data | Not enough data | 8.6 (56 reviews) | Not enough data | | **Blocking** | Not enough data | Not enough data | 8.5 (59 reviews) | Not enough data | | **Campaign Management** | Not enough data | Not enough data | 8.6 (60 reviews) | Not enough data | | **Screening** | Not enough data | Not enough data | 8.5 (60 reviews) | Not enough data | #### Integration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Phone Systems** | Not enough data | Not enough data | 8.8 (61 reviews) | Not enough data | | **Marketing & CRM** | Not enough data | Not enough data | 8.5 (60 reviews) | Not enough data | | **Third-Party** | Not enough data | Not enough data | 8.5 (57 reviews) | Not enough data | ### Work Management | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | 8.6/10 | 100 | #### Automation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Workflows** | Not enough data | Not enough data | Not enough data | 8.8 (60 reviews) | | **Customization** | Not enough data | Not enough data | Not enough data | 8.8 (59 reviews) | | **Data repository** | Not enough data | Not enough data | Not enough data | 8.8 (65 reviews) | #### Administration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Permissions** | Not enough data | Not enough data | Not enough data | 8.8 (60 reviews) | | **Procedures** | Not enough data | Not enough data | Not enough data | 8.6 (57 reviews) | | **Remote Work** | Not enough data | Not enough data | Not enough data | 9.2 (57 reviews) | #### Project management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Task Prioritization** | Not enough data | Not enough data | Not enough data | 9.0 (59 reviews) | | **Dependencies** | Not enough data | Not enough data | Not enough data | 8.6 (58 reviews) | | **Planning** | Not enough data | Not enough data | Not enough data | 8.9 (60 reviews) | | **Views** | Not enough data | Not enough data | Not enough data | 8.8 (59 reviews) | | **Scheduling** | Not enough data | Not enough data | Not enough data | 8.6 (55 reviews) | | **Critical Path** | Not enough data | Not enough data | Not enough data | 8.1 (54 reviews) | | **Dashboards** | Not enough data | Not enough data | Not enough data | 8.7 (61 reviews) | #### Workload | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Resource Allocation** | Not enough data | Not enough data | Not enough data | 8.2 (54 reviews) | | **Workspace** | Not enough data | Not enough data | Not enough data | 8.6 (57 reviews) | | **Configuration** | Not enough data | Not enough data | Not enough data | 8.8 (57 reviews) | | **Insights** | Not enough data | Not enough data | Not enough data | 8.4 (57 reviews) | #### Communication & Collaboration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Communication Channels** | Not enough data | Not enough data | Not enough data | 8.8 (56 reviews) | | **Document Management** | Not enough data | Not enough data | Not enough data | 9.3 (70 reviews) | | **Collaboration** | Not enough data | Not enough data | Not enough data | 9.2 (71 reviews) | #### Cost Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Project Budgeting** | Not enough data | Not enough data | Not enough data | 8.0 (55 reviews) | | **Time & Expense** | Not enough data | Not enough data | Not enough data | 8.1 (54 reviews) | | **Profitability** | Not enough data | Not enough data | Not enough data | 8.0 (53 reviews) | #### Integration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Front Office** | Not enough data | Not enough data | Not enough data | 8.4 (52 reviews) | | **Back Office** | Not enough data | Not enough data | Not enough data | 8.2 (55 reviews) | | **External data** | Not enough data | Not enough data | Not enough data | 8.2 (55 reviews) | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | 8.4 (57 reviews) | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 8.4 (56 reviews) | #### Agentic AI - Work Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 8.0 (50 reviews) | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 8.0 (52 reviews) | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 8.1 (52 reviews) | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 8.3 (52 reviews) | ### Project Collaboration | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | 8.5/10 | 130 | #### Communication | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Chat** | Not enough data | Not enough data | Not enough data | 7.4 (65 reviews) | | **Discussions** | Not enough data | Not enough data | Not enough data | 8.7 (68 reviews) | | **External** | Not enough data | Not enough data | Not enough data | 8.0 (65 reviews) | | **Feedback** | Not enough data | Not enough data | Not enough data | 8.3 (72 reviews) | | **Announcements** | Not enough data | Not enough data | Not enough data | 8.5 (69 reviews) | #### Content & Documents | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **File Sharing** | Not enough data | Not enough data | Not enough data | 9.0 (77 reviews) | | **Notes** | Not enough data | Not enough data | Not enough data | 9.0 (75 reviews) | | **Search** | Not enough data | Not enough data | Not enough data | 8.6 (77 reviews) | | **Versioning** | Not enough data | Not enough data | Not enough data | 9.0 (74 reviews) | #### Controls | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Custom Views** | Not enough data | Not enough data | Not enough data | 8.4 (65 reviews) | | **Followers** | Not enough data | Not enough data | Not enough data | 8.5 (66 reviews) | | **User Management** | Not enough data | Not enough data | Not enough data | 8.8 (68 reviews) | | **Calendars** | Not enough data | Not enough data | Not enough data | 8.2 (64 reviews) | | **Public Sharing** | Not enough data | Not enough data | Not enough data | 8.5 (66 reviews) | #### Project Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Task Management** | Not enough data | Not enough data | Not enough data | 8.4 (70 reviews) | | **Planning** | Not enough data | Not enough data | Not enough data | 8.7 (68 reviews) | | **Visibility** | Not enough data | Not enough data | Not enough data | 9.0 (69 reviews) | | **Integration** | Not enough data | Not enough data | Not enough data | 9.2 (75 reviews) | #### Remote Collaboration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Alignment** | Not enough data | Not enough data | Not enough data | 9.0 (67 reviews) | | **Accountability** | Not enough data | Not enough data | Not enough data | 8.9 (66 reviews) | | **Connectivity** | Not enough data | Not enough data | Not enough data | 8.7 (67 reviews) | | **Offline Mode** | Not enough data | Not enough data | Not enough data | 7.5 (65 reviews) | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | 8.2 (72 reviews) | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 8.2 (70 reviews) | #### Agentic AI - Project Collaboration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 7.6 (63 reviews) | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 7.9 (62 reviews) | ### ServiceNow Store Apps | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | 9.6/10 | 8 | | **Confluence** | N/A | N/A | #### ServiceNow Apps | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **ServiceNow Integration** | Not enough data | Not enough data | 9.0 (7 reviews) | Not enough data | | **Value** | Not enough data | Not enough data | 9.8 (7 reviews) | Not enough data | #### Agentic AI - ServiceNow Store Apps | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | ### AI Agents For Business Operations | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Responses | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Personalization** | Not enough data | Not enough data | Not enough data | Not enough data | | **Route To Human** | Not enough data | Not enough data | Not enough data | Not enough data | | **Natural Language Understanding (NLU)** | Not enough data | Not enough data | Not enough data | Not enough data | #### Automation - AI Agents | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Sales Follow-Up** | Not enough data | Not enough data | Not enough data | Not enough data | | **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | Not enough data | | **Lead Generation** | Not enough data | Not enough data | Not enough data | Not enough data | | **Document Processing** | Not enough data | Not enough data | Feature Not Available | Not enough data | | **Feedback Collection** | Not enough data | Not enough data | Feature Not Available | Not enough data | #### Platform | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Conversation Editor** | Not enough data | Not enough data | Not enough data | Not enough data | | **Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Human-In-The-Loop** | Not enough data | Not enough data | Not enough data | Not enough data | #### Autonomy - AI Agents | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Independent Decision Making** | Not enough data | Not enough data | Feature Not Available | Not enough data | | **Adaptive Responses** | Not enough data | Not enough data | Feature Not Available | Not enough data | | **Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Problem Solving** | Not enough data | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | Not enough data | ### Chatbots | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Responses | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Customization** | Not enough data | Not enough data | Not enough data | Not enough data | | **Control** | Not enough data | Not enough data | Not enough data | Not enough data | | **Route To Human** | Not enough data | Not enough data | Not enough data | Not enough data | | **Menu bars** | Not enough data | Not enough data | Not enough data | Not enough data | | **Drip sequences** | Not enough data | Not enough data | Not enough data | Not enough data | #### Platform | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Live chat** | Not enough data | Not enough data | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | Not enough data | Not enough data | | **Branding** | Not enough data | Not enough data | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | Not enough data | Not enough data | | **A/B testing** | Not enough data | Not enough data | Not enough data | Not enough data | | **Role-based access** | Not enough data | Not enough data | Not enough data | Not enough data | | **Collection of information** | Not enough data | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | Not enough data | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 | | **Five9 Intelligent Cloud Contact Center Platform** | 8.1/10 | 61 | | **Confluence** | N/A | N/A | #### Workforce Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Agent Availability** | Not enough data | 7.9 (59 reviews) | 8.5 (50 reviews) ✓ Verified | Not enough data | | **Skills Management** | Not enough data | 7.9 (58 reviews) | 8.6 (52 reviews) ✓ Verified | Not enough data | | **Shift Scheduling** | Not enough data | 7.5 (58 reviews) | 8.3 (51 reviews) ✓ Verified | Not enough data | | **Agent Self-Service** | Not enough data | 7.8 (57 reviews) | 8.2 (50 reviews) ✓ Verified | Not enough data | | **Mobile Access** | Not enough data | 7.6 (57 reviews) | 6.5 (47 reviews) | Not enough data | #### Administration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Automation** | Not enough data | 8.3 (60 reviews) | 8.0 (50 reviews) ✓ Verified | Not enough data | | **Performance Analysis** | Not enough data | 8.3 (58 reviews) | 8.1 (54 reviews) ✓ Verified | Not enough data | | **Dashboards** | Not enough data | 8.4 (58 reviews) | 8.1 (55 reviews) ✓ Verified | Not enough data | | **Forecasting** | Not enough data | 7.7 (56 reviews) | 8.2 (48 reviews) ✓ Verified | Not enough data | | **Intraday Management** | Not enough data | 7.7 (56 reviews) | 8.3 (46 reviews) ✓ Verified | Not enough data | ### Conversational Support | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Conversational Platform | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Personalization** | Not enough data | 8.6 (105 reviews) | Not enough data | Not enough data | | **Omnichannel** | Not enough data | 8.7 (104 reviews) | Not enough data | Not enough data | | **Contextual Engagement** | Not enough data | 8.1 (101 reviews) | Not enough data | Not enough data | | **Proactive Engagement** | Not enough data | 8.3 (107 reviews) | Not enough data | Not enough data | #### Support Automation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Intelligent Routing** | Not enough data | 8.2 (103 reviews) | Not enough data | Not enough data | | **Seamless Escalation** | Not enough data | 8.2 (101 reviews) | Not enough data | Not enough data | | **Transcripts** | Not enough data | 8.1 (103 reviews) | Not enough data | Not enough data | | **Self-Serve Support** | Not enough data | 8.0 (101 reviews) | Not enough data | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.4 (97 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | 7.4 (96 reviews) | Not enough data | Not enough data | ### Proactive Notification | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Messaging Channels | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **SMS Messaging** | Not enough data | Not enough data | Not enough data | Not enough data | | **Email** | Not enough data | Not enough data | Not enough data | Not enough data | | **Voice Messaging** | Not enough data | Not enough data | Not enough data | Not enough data | | **Two way messaging** | Not enough data | Not enough data | Not enough data | Not enough data | #### Administration | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Scheduling** | Not enough data | Not enough data | Not enough data | Not enough data | | **Triggered Notifications** | Not enough data | Not enough data | Not enough data | Not enough data | | **Segmentation** | Not enough data | Not enough data | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | Not enough data | Not enough data | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | 8.0/10 | 107 | | **Confluence** | N/A | N/A | #### Platform | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Omnichannel** | Not enough data | Not enough data | 7.7 (92 reviews) | Not enough data | | **Mobile Access** | Not enough data | Not enough data | 6.7 (87 reviews) | Not enough data | | **Queue Management** | Not enough data | Not enough data | 8.3 (96 reviews) | Not enough data | | **Call Routing** | Not enough data | Not enough data | 8.7 (101 reviews) | Not enough data | | **Call Back** | Not enough data | Not enough data | 8.7 (98 reviews) | Not enough data | | **IVR** | Not enough data | Not enough data | 8.5 (96 reviews) | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | 8.9 (100 reviews) | Not enough data | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | 6.1 (29 reviews) | Not enough data | #### Workforce Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Call Monitoring** | Not enough data | Not enough data | 8.9 (93 reviews) | Not enough data | | **Performance Evaluation** | Not enough data | Not enough data | 8.9 (93 reviews) | Not enough data | #### Call Center Infrastructure (CCI) | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | 6.4 (12 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | 8.6 (12 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | 7.1 (12 reviews) | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | 6.3 (12 reviews) | Not enough data | #### Administrative | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Call Recording** | Not enough data | Not enough data | 9.0 (96 reviews) | Not enough data | | **Reporting & Dashboards** | Not enough data | Not enough data | 8.7 (100 reviews) | Not enough data | ### Customer Service Automation | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 175 | | **Five9 Intelligent Cloud Contact Center Platform** | 8.0/10 | 31 | | **Confluence** | N/A | N/A | #### Customer Support | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Text** | Not enough data | 8.3 (147 reviews) | 8.1 (31 reviews) | Not enough data | | **Speech** | Not enough data | 8.0 (144 reviews) | 8.2 (31 reviews) | Not enough data | | **Knowledge Base** | Not enough data | 8.2 (145 reviews) | 7.8 (31 reviews) | Not enough data | #### Automation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Ticket Resolution** | Not enough data | 8.3 (153 reviews) | 7.7 (30 reviews) | Not enough data | | **Customization** | Not enough data | 8.2 (148 reviews) | 8.4 (30 reviews) | Not enough data | | **Intelligent Routing** | Not enough data | 8.1 (148 reviews) | 8.1 (29 reviews) | Not enough data | #### Artificial Intelligence | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Learning** | Not enough data | 7.6 (143 reviews) | Feature Not Available | Not enough data | | **Language** | Not enough data | 7.7 (140 reviews) | 7.8 (29 reviews) | Not enough data | | **Conversational AI** | Not enough data | 7.5 (140 reviews) | 7.5 (29 reviews) | Not enough data | ### Live Chat | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1013 | | **Five9 Intelligent Cloud Contact Center Platform** | 7.6/10 | 72 | | **Confluence** | N/A | N/A | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.8 (110 reviews) | 5.2 (14 reviews) | Not enough data | | **AI Text Summarization** | Not enough data | 7.8 (111 reviews) | 6.6 (15 reviews) | Not enough data | | **AI Text-to-Speech** | Not enough data | 7.8 (110 reviews) | 5.4 (14 reviews) | Not enough data | #### Communication | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Pop-up Chat** | Not enough data | 8.5 (313 reviews) ✓ Verified | 8.7 (56 reviews) | Not enough data | | **Notifications** | Not enough data | 8.6 (332 reviews) ✓ Verified | 8.9 (57 reviews) | Not enough data | | **Targeted Emails** | Not enough data | 8.4 (279 reviews) ✓ Verified | 8.1 (50 reviews) | Not enough data | | **In-App Messaging** | Not enough data | 8.5 (281 reviews) ✓ Verified | 8.4 (52 reviews) | Not enough data | | **Co-Browsing** | Not enough data | 7.8 (162 reviews) | 8.1 (43 reviews) | Not enough data | #### Internal Use | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Customization ** | Not enough data | 8.3 (824 reviews) ✓ Verified | 7.9 (57 reviews) | Not enough data | | **Conversation Archiving** | Not enough data | 8.3 (298 reviews) ✓ Verified | 8.0 (46 reviews) | Not enough data | | **Lead Development** | Not enough data | 8.5 (290 reviews) ✓ Verified | 7.7 (45 reviews) | Not enough data | | **Knowledge Base** | Not enough data | 8.4 (322 reviews) ✓ Verified | 8.4 (48 reviews) | Not enough data | | **Team Inbox ** | Not enough data | 8.5 (293 reviews) ✓ Verified | 7.9 (49 reviews) | Not enough data | | **Customer Profiles** | Not enough data | 8.7 (326 reviews) ✓ Verified | 8.4 (50 reviews) | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | 8.4/10 | 10 | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Summarization** | Not enough data | 7.3 (128 reviews) | Not enough data | Not enough data | #### Self-Service Experience | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Knowledge Base** | 9.4 (9 reviews) | 8.6 (597 reviews) | Not enough data | Not enough data | | **Searchable Articles** | 8.8 (8 reviews) | 8.3 (580 reviews) | Not enough data | Not enough data | | **Community Forums** | 7.1 (7 reviews) | 8.3 (529 reviews) | Not enough data | Not enough data | | **Mobile Optimization** | Not enough data | 8.0 (216 reviews) | Not enough data | Not enough data | | **Personalization** | Not enough data | 8.4 (227 reviews) | Not enough data | Not enough data | #### Self-Service Platform | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Branding** | Not enough data | 8.4 (225 reviews) | Not enough data | Not enough data | | **Automation** | Not enough data | 8.6 (234 reviews) | Not enough data | Not enough data | | **Artificial Intelligence** | Not enough data | 7.7 (204 reviews) | Not enough data | Not enough data | | **Integrations** | Not enough data | 8.5 (217 reviews) | Not enough data | Not enough data | #### Agentic AI - Customer Self-Service | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | 8.5 (8 reviews) | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | 8.5 (8 reviews) | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | 8.9 (9 reviews) | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | 8.8 (8 reviews) | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | 8.8 (8 reviews) | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | 8.8 (8 reviews) | Not enough data | Not enough data | | **Decision Making** | Not enough data | 8.8 (8 reviews) | Not enough data | Not enough data | ### Social Customer Service | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 7.9 (56 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | 8.1 (56 reviews) | Not enough data | Not enough data | #### Process | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Mentions** | Not enough data | 8.6 (246 reviews) | Not enough data | Not enough data | | **Tickets** | Not enough data | 8.6 (266 reviews) | Not enough data | Not enough data | | **Macros** | Not enough data | 8.3 (227 reviews) | Not enough data | Not enough data | #### Channels | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Email** | Not enough data | 8.8 (275 reviews) | Not enough data | Not enough data | | **Social** | Not enough data | 8.4 (250 reviews) | Not enough data | Not enough data | | **Live Chat** | Not enough data | 8.5 (233 reviews) | Not enough data | Not enough data | | **Phone** | Not enough data | 8.6 (234 reviews) | Not enough data | Not enough data | | **Text** | Not enough data | 8.6 (216 reviews) | Not enough data | Not enough data | #### Insight | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Surveys** | Not enough data | 8.6 (232 reviews) | Not enough data | Not enough data | | **Reporting** | Not enough data | 8.8 (267 reviews) | Not enough data | Not enough data | | **Visitor Activity** | Not enough data | 8.5 (206 reviews) | Not enough data | Not enough data | | **Help Desk** | Not enough data | 8.7 (254 reviews) | Not enough data | Not enough data | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | 5.3/10 | 6 | | **Confluence** | N/A | N/A | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | 5.3 (6 reviews) | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | 8.0 (81 reviews) | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | 8.0 (82 reviews) | Not enough data | Not enough data | ### Enterprise Feedback Management | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Generative AI | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Text Generation** | Not enough data | Feature Not Available | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | Not enough data | #### Survey Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Brand Design Consistency** | Not enough data | 8.7 (31 reviews) | Not enough data | Not enough data | | **Survey Deployment** | Not enough data | 8.3 (31 reviews) | Not enough data | Not enough data | | **Feedback Collection** | Not enough data | 8.6 (31 reviews) | Not enough data | Not enough data | | **Device Responsiveness** | Not enough data | 8.7 (31 reviews) | Not enough data | Not enough data | #### Process Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Feedback Aggregation** | Not enough data | 8.3 (31 reviews) | Not enough data | Not enough data | | **Trigger Alerts** | Not enough data | 8.4 (30 reviews) | Not enough data | Not enough data | | **Real-Time Analysis** | Not enough data | 8.7 (31 reviews) | Not enough data | Not enough data | | **Real-Time Action** | Not enough data | 8.6 (30 reviews) | Not enough data | Not enough data | #### System Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Security** | Not enough data | 9.0 (31 reviews) | Not enough data | Not enough data | | **System Monitoring** | Not enough data | 8.7 (30 reviews) | Not enough data | Not enough data | ### AI Governance Tools | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### AI Compliance | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Regulatory Reporting** | Not enough data | Not enough data | Not enough data | Not enough data | | **Automated Compliance** | Not enough data | Not enough data | Not enough data | Not enough data | | **Audit Trails** | Not enough data | Not enough data | Not enough data | Not enough data | #### Risk Management & Monitoring | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **AI Risk Management** | Not enough data | Not enough data | Not enough data | Not enough data | | **Real-time Monitoring** | Not enough data | Not enough data | Not enough data | Not enough data | #### AI Lifecycle Management | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Lifecycle Automation** | Not enough data | Not enough data | Not enough data | Not enough data | #### Access Control and Security | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Pole-based Access Control (RBAC)** | Not enough data | Not enough data | Not enough data | Not enough data | #### Collaboration and Communication | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Model Sharing and Reuse** | Not enough data | Not enough data | Not enough data | Not enough data | #### Agentic AI - AI Governance Tools | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Feature Not Available | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | ### IT Documentation | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | 8.3/10 | 220 | #### Management and Discovery - IT Documentation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Search and Indexing** | Not enough data | Not enough data | Not enough data | 8.3 (186 reviews) | | **Version Control** | Not enough data | Not enough data | Not enough data | 8.5 (189 reviews) | | **Access and Permissions** | Not enough data | Not enough data | Not enough data | 8.5 (189 reviews) | #### Operations - IT Documentation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Integrations** | Not enough data | Not enough data | Not enough data | 8.5 (190 reviews) | | **Automation** | Not enough data | Not enough data | Not enough data | 8.0 (181 reviews) | | **Reporting** | Not enough data | Not enough data | Not enough data | 8.2 (179 reviews) | ### AI Voice Assistants | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Voice Recognition - AI Voice Assistants | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Voice Recognition** | Not enough data | Not enough data | Not enough data | Not enough data | #### Speech Synthesis - AI Voice Assistants | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Speech Synthesis** | Not enough data | Not enough data | Not enough data | Not enough data | | **Customizable speech** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multiple voice actions** | Not enough data | Not enough data | Not enough data | Not enough data | #### Security and privacy - AI Voice Assistants | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Encrypted communication** | Not enough data | Not enough data | Not enough data | Not enough data | #### Compatibility - AI Voice Assistants | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Cross platform compatibility** | Not enough data | Not enough data | Not enough data | Not enough data | ### Salesforce AppExchange Apps | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Agentic AI - Salesforce AppExchange Apps | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | ### Google Workspace Office Tools | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Agentic AI - Google Workspace Office Tools | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | ### Outbound Call Tracking | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | 8.4/10 | 12 | | **Confluence** | N/A | N/A | #### Agentic AI - Outbound Call Tracking | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | 6.9 (8 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | 7.1 (8 reviews) | Not enough data | #### Calling | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Record Calls** | Not enough data | Not enough data | 9.3 (12 reviews) | Not enough data | | **Generate Location** | Not enough data | Not enough data | 8.2 (11 reviews) | Not enough data | | **Call Types** | Not enough data | Not enough data | 8.6 (11 reviews) | Not enough data | | **Click-to-Call** | Not enough data | Not enough data | 9.2 (12 reviews) | Not enough data | | **Auto Dialer** | Not enough data | Not enough data | 9.2 (12 reviews) | Not enough data | #### Contacts | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Personalization** | Not enough data | Not enough data | 8.3 (12 reviews) | Not enough data | | **Information Locater** | Not enough data | Not enough data | 8.8 (10 reviews) | Not enough data | | **Record Prospect Data** | Not enough data | Not enough data | 8.6 (12 reviews) | Not enough data | #### Insights | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Notes** | Not enough data | Not enough data | 8.3 (12 reviews) | Not enough data | | **Daily Summary** | Not enough data | Not enough data | 8.8 (11 reviews) | Not enough data | | **Automated Voicemails** | Not enough data | Not enough data | 9.0 (12 reviews) | Not enough data | | **Automated Emails** | Not enough data | Not enough data | 8.2 (12 reviews) | Not enough data | | **Sorts Prospects** | Not enough data | Not enough data | 8.3 (10 reviews) | Not enough data | | **Automated Note Taking** | Not enough data | Not enough data | 7.6 (9 reviews) | Not enough data | ### UCaaS Platforms | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Agentic AI - UCaaS Platforms | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | #### Extensions | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Tenancy Flexibility** | Not enough data | Not enough data | Not enough data | Not enough data | | **Native VoIP** | Not enough data | Not enough data | Not enough data | Not enough data | | **CCaaS Option** | Not enough data | Not enough data | Not enough data | Not enough data | #### Features | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Voicemail to Email** | Not enough data | Not enough data | Not enough data | Not enough data | | **Voicemail to SMS** | Not enough data | Not enough data | Not enough data | Not enough data | | **File Sharing** | Not enough data | Not enough data | Not enough data | Not enough data | | **Voice Conferencing** | Not enough data | Not enough data | Not enough data | Not enough data | | **Video Conferencing** | Not enough data | Not enough data | Not enough data | Not enough data | | **Conference Transcripts** | Not enough data | Not enough data | Not enough data | Not enough data | ### Knowledge Management | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Knowledge Base | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Q & A** | Not enough data | Not enough data | Not enough data | Not enough data | | **Link Sharing** | Not enough data | Not enough data | Not enough data | Not enough data | | **Searchable** | Not enough data | Not enough data | Not enough data | Not enough data | #### Security | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Verification** | Not enough data | Not enough data | Not enough data | Not enough data | | **Role-Based Permission** | Not enough data | Not enough data | Not enough data | Not enough data | | **Public vs Private** | Not enough data | Not enough data | Not enough data | Not enough data | #### Content | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Trackable Analytics** | Not enough data | Not enough data | Not enough data | Not enough data | | **Import** | Not enough data | Not enough data | Not enough data | Not enough data | | **File Viewing** | Not enough data | Not enough data | Not enough data | Not enough data | | **Update Notifications** | Not enough data | Not enough data | Not enough data | Not enough data | #### Communication | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Social Features** | Not enough data | Not enough data | Not enough data | Not enough data | | **Tagging ** | Not enough data | Not enough data | Not enough data | Not enough data | | **Upload ** | Not enough data | Not enough data | Not enough data | Not enough data | | **Comments** | Not enough data | Not enough data | Not enough data | Not enough data | ### Omnichannel Commerce | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Reporting | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Reports & Analytics** | Not enough data | Not enough data | Not enough data | Not enough data | | **Data Transfer Tools** | Not enough data | Not enough data | Not enough data | Not enough data | #### Omnichannel Features | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Retail Management** | Not enough data | Not enough data | Not enough data | Not enough data | | **POS Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Social Media Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Customer Service Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Marketing Tools** | Not enough data | Not enough data | Not enough data | Not enough data | | **E-commerce Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **ERP Integration** | Not enough data | Not enough data | Not enough data | Not enough data | ### AI Customer Support Agents | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Customer Query Resolution - AI Customer Support Agents | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Automated Ticket Resolution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Contextual Response Generation** | Not enough data | Not enough data | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | Not enough data | | **Knowledge Base Utilization** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multilingual Support** | Not enough data | Not enough data | Not enough data | Not enough data | #### Customer Interaction Automation - AI Customer Support Agents | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Proactive Customer Outreach** | Not enough data | Not enough data | Not enough data | Not enough data | | **Feedback Collection** | Not enough data | Not enough data | Not enough data | Not enough data | | **Escalation Handling** | Not enough data | Not enough data | Not enough data | Not enough data | | **Workflow Optimization** | Not enough data | Not enough data | Not enough data | Not enough data | #### Automation | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | Not enough data | | **Feedback Collection** | Not enough data | Not enough data | Feature Not Available | Not enough data | | **Document Processing** | Not enough data | Not enough data | Feature Not Available | Not enough data | #### Autonomy | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Independent Decision Making** | Not enough data | Not enough data | Feature Not Available | Not enough data | | **Adaptive Responses** | Not enough data | Not enough data | Not enough data | Not enough data | | **Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Problem Solving** | Not enough data | Not enough data | Not enough data | Not enough data | ### AI Agents | Product | Score | Reviews | |---|---|---| | **ProProfs Knowledge Base Software** | N/A | N/A | | **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A | | **Five9 Intelligent Cloud Contact Center Platform** | N/A | N/A | | **Confluence** | N/A | N/A | #### Agentic AI - AI Agents | Feature | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | --- ## Categories **Unique to ProProfs Knowledge Base Software (6):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace Office Tools ](https://www.g2.com/categories/google-workspace-office-tools), [Help Authoring Tools (HAT)](https://www.g2.com/categories/help-authoring-tool-hat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software), [IT Documentation Software](https://www.g2.com/categories/it-documentation) **Unique to Agentforce Service (formerly Salesforce Service Cloud) (14):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Unique to Five9 Intelligent Cloud Contact Center Platform (26):** [Chatbots Software](https://www.g2.com/categories/chatbots), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Omnichannel Commerce Software](https://www.g2.com/categories/omnichannel-commerce), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [Help Desk Software](https://www.g2.com/categories/help-desk), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Call Compliance Software](https://www.g2.com/categories/call-compliance), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Salesforce AppExchange Apps](https://www.g2.com/categories/salesforce-appexchange-apps), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [ AI Governance Tools](https://www.g2.com/categories/ai-governance-tools), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Unique to Confluence (5):** [Project Collaboration Software](https://www.g2.com/categories/project-collaboration), [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software), [Unified Workspaces Software](https://www.g2.com/categories/unified-workspaces), [Work Management Software](https://www.g2.com/categories/work-management), [IT Documentation Software](https://www.g2.com/categories/it-documentation) --- ## Reviewer Demographics ### By Company Size | Segment | ProProfs Knowledge Base Software | Agentforce Service (formerly Salesforce Service Cloud) | Five9 Intelligent Cloud Contact Center Platform | Confluence | |---|---|---|---|---| | **Small-Business** | 43.3% | 18.7% | 23.1% | 18.3% | | **Mid-Market** | 46.7% | 42.8% | 56.8% | 48.3% | | **Enterprise** | 10.0% | 38.5% | 20.1% | 33.4% | ### By Industry #### ProProfs Knowledge Base Software - **Information Technology and Services:** 20.0% - **Marketing and Advertising:** 16.7% - **Computer Software:** 16.7% - **Education Management:** 6.7% - **Textiles:** 3.3% - **Telecommunications:** 3.3% - **Logistics and Supply Chain:** 3.3% - **Internet:** 3.3% - **Health, Wellness and Fitness:** 3.3% - **Graphic Design:** 3.3% - **Other:** 20.0% #### Agentforce Service (formerly Salesforce Service Cloud) - **Information Technology and Services:** 11.5% - **Computer Software:** 9.2% - **Financial Services:** 7.6% - **Manufacturing:** 4.3% - **Non-Profit Organization Management:** 3.8% - **Hospital & Health Care:** 3.6% - **Consulting:** 3.2% - **Retail:** 2.9% - **Insurance:** 2.6% - **Telecommunications:** 2.4% - **Other:** 48.9% #### Five9 Intelligent Cloud Contact Center Platform - **Consumer Services:** 8.8% - **Financial Services:** 7.9% - **Insurance:** 7.0% - **Information Technology and Services:** 6.3% - **Telecommunications:** 5.3% - **Hospital & Health Care:** 5.3% - **Marketing and Advertising:** 4.6% - **Education Management:** 4.2% - **Computer Software:** 3.0% - **Higher Education:** 2.8% - **Other:** 45.0% #### Confluence - **Computer Software:** 20.9% - **Information Technology and Services:** 19.6% - **Internet:** 6.3% - **Financial Services:** 5.5% - **Marketing and Advertising:** 4.4% - **Hospital & Health Care:** 2.4% - **Telecommunications:** 2.2% - **Higher Education:** 2.1% - **Retail:** 2.0% - **Insurance:** 1.6% - **Other:** 33.1% --- ## Alternatives ### Alternatives to ProProfs Knowledge Base Software - [Document360](https://www.g2.com/products/document360/reviews) — 4.7/5 stars (519 reviews) - [Guru](https://www.g2.com/products/guru/reviews) — 4.7/5 stars (2317 reviews) - [MadCap Flare](https://www.g2.com/products/madcap-flare/reviews) — 4.4/5 stars (487 reviews) - [Helpjuice](https://www.g2.com/products/helpjuice/reviews) — 4.7/5 stars (376 reviews) - [Bloomfire](https://www.g2.com/products/bloomfire/reviews) — 4.6/5 stars (513 reviews) - [Notion](https://www.g2.com/products/notion/reviews) — 4.6/5 stars (11898 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7628 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12460 reviews) ### Alternatives to Agentforce Service (formerly Salesforce Service Cloud) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (738 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7628 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews) - [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1548 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews) ### Alternatives to Five9 Intelligent Cloud Contact Center Platform - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1548 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1587 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2385 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (738 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews) ### Alternatives to Confluence - [Slack](https://www.g2.com/products/slack/reviews) — 4.5/5 stars (39064 reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12460 reviews) - [Wrike](https://www.g2.com/products/wrike/reviews) — 4.2/5 stars (4531 reviews) - [Bitrix24](https://www.g2.com/products/bitrix24/reviews) — 4.1/5 stars (608 reviews) - [Document360](https://www.g2.com/products/document360/reviews) — 4.7/5 stars (519 reviews) - [monday Work Management](https://www.g2.com/products/monday-com/reviews) — 4.7/5 stars (15397 reviews) - [Progress Podio](https://www.g2.com/products/progress-podio/reviews) — 4.2/5 stars (518 reviews) - [Asana](https://www.g2.com/products/asana/reviews) — 4.4/5 stars (13648 reviews) - [Notion](https://www.g2.com/products/notion/reviews) — 4.6/5 stars (11898 reviews) - [Guru](https://www.g2.com/products/guru/reviews) — 4.7/5 stars (2317 reviews) --- ## Top Discussions ### ProProfs Knowledge Base Software - Title: [How do I cancel my plan?](https://www.g2.com/discussions/how-do-i-cancel-my-plan) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "It's simple. Just email us at sales@proprofs.com" - Title: [Can I change plans at any time?](https://www.g2.com/discussions/can-i-change-plans-at-any-time) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Yes. Simply email sales@proprofs.com" - Title: [What types of payment do you accept?](https://www.g2.com/discussions/what-types-of-payment-do-you-accept-344fb290-31bc-4829-8002-32d6ae00041a) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Currently, we accept Visa, MasterCard, & American Express. We do not accept PayPal. For purchases over $1000, we can accept check payments for an additional..." - Title: [How does the 30-day money back guarantee work?](https://www.g2.com/discussions/how-does-the-30-day-money-back-guarantee-work) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "If you cancel within 30 days of signing up, for any reason, you won't be charged a thing. We do not want your money unless you are truly happy with our..." - Title: [Is my data safe & secure?](https://www.g2.com/discussions/is-my-data-safe-secure) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Absolutely, our state-of-the-art computer servers are hosted at a secure location that maintains multiple power feeds, fiber links, dedicated generators, &..." ### Agentforce Service (formerly Salesforce Service Cloud) - Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..." - Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote > **Top comment:** "Customer 360 and being able to hand off cases effectively" - Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..." - Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..." - Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000. I needed the profit..." ### Five9 Intelligent Cloud Contact Center Platform - Title: [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) — 2 comments > **Top comment:** "Dialing system" - Title: [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) — 2 comments > **Top comment:** "No." - Title: [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) — 1 comment > **Top comment:** "A broad spectrum of customer support solutions. Primarily call handling (IVR), cloud transport, call distribution across sites, work force management and IVA. " - Title: [What is five9 software?](https://www.g2.com/discussions/what-is-five9-software) — 1 comment > **Top comment:** "Five9 is a cloud based softphone." - Title: [Loyal customer call acceleration](https://www.g2.com/discussions/26777-loyal-customer-call-acceleration) — 1 comment, 1 upvote > **Top comment:** "I'm not certain - we don't use this functionality in our business, but I'm certain that Five9 would collaborate on a solution regardless." ### Confluence - Title: [What is confluence tool used for?](https://www.g2.com/discussions/what-is-confluence-tool-used-for) — 6 comments > **Top comment:** "In short, it is a tool to collaborate on content across an organization, track changes/workflows for policies and procedures, and even act as an internal..." - Title: [How is Confluence being utilized to improve knowledge management and collaboration in remote work environments?](https://www.g2.com/discussions/how-is-confluence-being-utilized-to-improve-knowledge-management-and-collaboration-in-remote-work-environments) — 3 comments, 1 upvote > **Top comment:** "In my opinion the possibility of sharing and editing knowledge easily is a main power here. Every who has rights to editing files could easy correct them and..." - Title: [What is Confluence used for?](https://www.g2.com/discussions/what-is-confluence-used-for) — 3 comments, 1 upvote > **Top comment:** "Documentation, Internal knowledge base, blog posts." - Title: [What are the characteristics of confluence?](https://www.g2.com/discussions/what-are-the-characteristics-of-confluence) — 3 comments > **Top comment:** "It's a helpful tool for documentation, summaries, and collaboration. Information is organized and surfaced in a comprehensive (but not overwhelming) format...." - Title: [Uses for Confluence?](https://www.g2.com/discussions/uses-for-confluence) — 3 comments, 1 upvote > **Top comment:** "Yes we use it. We have an internal intranet on sharepoint but we use confluence for all our development documentation because it has its tight integration..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/proprofs-knowledge-base-software-vs-agentforce-service-formerly-salesforce-service-cloud-vs-five9-intelligent-cloud-contact-center-platform-vs-confluence)