Top-rated KB platforms for large contact centers

If you’re searching for the best knowledge base (KB) platforms for large contact centers, several top-rated solutions stand out. From managing high volumes of customer inquiries to ensuring consistent answers across teams and regions, these platforms help organizations scale customer support efficiently.Here are some of the most highly rated KB platforms on G2:

Zendesk Support Suite (G2 rating: 4.3 out of 5 stars, 6,500+ reviews) – A comprehensive support platform combining ticketing, AI self-service, and multilingual knowledge base management. It’s built for large contact centers needing seamless omnichannel support.

Salesforce Service Cloud (G2 rating: 4.4 out of 5 stars, 5,500+ reviews) – Known for deep CRM integration and AI-powered knowledge sharing, it helps agents access customer data and solutions instantly across global teams.

Guru (G2 rating: 4.7 out of 5 stars, 2,000+ reviews) – Helps large support teams centralize verified information within existing workflows, reducing response time and ensuring consistent answers.

Document360 (G2 rating: 4.7 out of 5 stars, 400+ reviews) – Offers strong version control, analytics, and multilingual content support, ideal for large teams managing internal and external documentation.

Bloomfire (G2 rating: 4.6 out of 5 stars, 450+ reviews) – Uses AI-driven search and collaborative tools to make support content easily discoverable across departments and channels.

These KB solutions are built for scalability, making them ideal for enterprises that need structured, searchable, and consistent knowledge management across global support operations.

Have you used any of these tools in a high-volume contact center environment? Which one offered the best balance between usability and enterprise-grade functionality?