# Best Contact Center Knowledge Base Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* A contact center knowledge base is a searchable, editable repository of service-related information that enables customer service agents to access accurate answers to frequently asked questions in real time, improving agent productivity, response quality, and onboarding while ensuring service knowledge remains within the organization. ### Core Capabilities of Contact Center Knowledge Base Software To qualify for inclusion in the Contact Center Knowledge Base category, a product must: - Be intended for use in a help desk or customer service environment - Include a searchable database of product information, troubleshooting techniques, and solutions to known issues - Be accessible by service representatives to assist them during calls or chats in real time - Provide features for intelligently guiding agents through customer inquiries and suggesting relevant knowledge articles - Allow edits, updates, and other changes by authorized users to improve the quality of service information ### Common Use Cases for Contact Center Knowledge Base Software Customer service teams deploy contact center knowledge bases to improve resolution speed and consistency across the support organization. Common use cases include: - Surfacing relevant knowledge articles and decision trees during live customer interactions - Accelerating onboarding for new agents by providing a structured, accessible service knowledge repository - Integrating with [live chat](https://www.g2.com/categories/live-chat) and [help desk software](https://www.g2.com/categories/help-desk) to enable in-context knowledge retrieval during customer interactions ### How Contact Center Knowledge Base Software Differs from Other Tools Contact center knowledge bases are internal solutions specifically designed for customer service representatives, distinguishing them from two related categories. Enterprise wiki software provides internal knowledge management broadly across an organization, while [customer self-service software](https://www.g2.com/categories/customer-self-service) serves as an external knowledge base allowing customers to find answers independently. Contact center knowledge bases sit between these, internal-facing, but purpose-built for the speed and structure demands of a live support environment. ### Insights from G2 on Contact Center Knowledge Base Software Based on category trends on G2, intelligent article suggestions and real-time search stand out as the most valued capabilities. These platforms deliver reductions in average handle time and improved first-contact resolution as primary benefits of adoption. ## Top Contact Center Knowledge Base Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,971 reviews) | Salesforce-native contact center knowledge deflection | "[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)" | | 2 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,531 reviews) | Omnichannel ticket routing with Zoho-native knowledge base | "[Practical Helpdesk Tool With Noticeable Drawbacks](https://www.g2.com/survey_responses/zoho-desk-review-13094515)" | | 3 | [Guru](https://www.g2.com/products/guru/reviews) | 4.7/5.0 (2,260 reviews) | In-workflow knowledge retrieval with verified cards | "[A fast and user-friendly knowledge platform with room to grow](https://www.g2.com/survey_responses/guru-review-11254414)" | | 4 | [Talkdesk](https://www.g2.com/products/talkdesk/reviews) | 4.4/5.0 (2,451 reviews) | AI-assisted omnichannel contact center operations | "[TalkDesk Shines with Smart Ticket Categorization and Seamless Zendesk Integration](https://www.g2.com/survey_responses/talkdesk-review-13075196)" | | 5 | [Helpjuice](https://www.g2.com/products/helpjuice/reviews) | 4.7/5.0 (380 reviews) | Agent-facing KB with AI-powered self-service deflection | "[Versatile, fair in price, and with clever URL matching](https://www.g2.com/survey_responses/helpjuice-review-13045550)" | | 6 | [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management/reviews) | 4.8/5.0 (167 reviews) | Guided-flow knowledge delivery for contact centers | "[Knowledge Management Systems Specialist](https://www.g2.com/survey_responses/livepro-knowledge-management-review-12189903)" | | 7 | [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews) | 4.3/5.0 (69 reviews) | AI-native contact center with unified communications | "[Powerful Hub for Managing Customer Requests and Team Response Tracking](https://www.g2.com/survey_responses/zoom-contact-center-review-12945938)" | | 8 | [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) | 4.1/5.0 (604 reviews) | Cloud contact center with Salesforce-native IVR routing | "[Fast, Intuitive Web-Based Platform with Reliable Support](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)" | | 9 | [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5.0 (454 reviews) | Agent knowledge delivery inside unified case workflows | "[Efficient platform for managing customer support workflows](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726)" | | 10 | [BoldDesk](https://www.g2.com/products/bolddesk/reviews) | 4.5/5.0 (142 reviews) | Ticket deflection with integrated self-service KB | "[BoldDesk: User-Friendly Ticketing with Seamless Integrations and Tremendous Support](https://www.g2.com/survey_responses/bolddesk-review-12803790)" | --- ## What Are the Most Common Questions About Contact Center Knowledge Base Software? *AI-generated · Last updated: May 26, 2026* ### Best platforms for integrating knowledge bases with chatbots? Based on G2 reviews, buyers looking for strong knowledge base and chatbot integration in contact center knowledge base software often mention platforms that connect self-service content with AI or guided assistance. Verified users highlight how [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) uses AI suggestions and chatbots alongside a built-in knowledge base, while G2 reviewers mention [Zoho Desk](https://www.g2.com/products/zoho-desk) for AI features that reference knowledge content when generating responses. According to verified users, [Guru](https://www.g2.com/products/guru) also stands out for surfacing trusted answers inside daily workflows, helping teams reduce repeated questions and find information quickly during support interactions. **Here are some of the top-rated products on G2:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) – used for AI-assisted support with built-in knowledge suggestions across service channels - [Zoho Desk](https://www.g2.com/products/zoho-desk) – suited for support teams that want chatbot and AI responses tied to a knowledge base - [Guru](https://www.g2.com/products/guru) – helpful for teams that want trusted knowledge surfaced inside workflow tools and agent processes ### Top-rated KB platforms for large contact centers? Based on G2 reviews, large contact centers tend to value platforms that centralize information, support agent consistency, and scale across teams and channels. According to verified users, [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) is often used to unify case management, omnichannel support, and knowledge in one environment, especially for complex service organizations. G2 reviewers also mention [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) as a strong fit for contact centers that need a single source of truth and guided workflows. [Helpjuice](https://www.g2.com/products/helpjuice) is also noted by users for organizing large volumes of internal and external knowledge in one searchable hub. **Here are some of the top-rated products on G2:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) – supports centralized case handling, omnichannel service, and knowledge for larger support teams - [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) – designed to give contact center teams a governed single source of truth with guided processes - [Helpjuice](https://www.g2.com/products/helpjuice) – useful for teams managing large internal and external knowledge libraries with search and collaboration ### Which platform is best for agent knowledge training? Based on G2 reviews, [Guru](https://www.g2.com/products/guru) is the best-supported option in this dataset for agent knowledge training. According to verified users, Guru helps teams centralize training materials, SOPs, and up-to-date guidance in a format that is easy to search during onboarding and daily work. G2 reviewers mention that cards, verification workflows, and in-flow access help reduce dependence on teammates and make it easier for new hires to ramp. Users also highlight that Guru is valuable for recalling procedures, supporting self-serve learning, and giving agents fast access to reliable answers when handling customer questions or unfamiliar tasks. ### Best software for real-time knowledge base updates? Based on G2 reviews, software buyers looking for real-time knowledge base updates often prioritize tools that make content changes easy to publish and distribute across support teams. Verified users say [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) helps teams keep processes current with quick updates, scheduled publishing, and support for maintaining a trusted source of truth. G2 reviewers also mention [Helpjuice](https://www.g2.com/products/helpjuice) for centralized article management and easier collaboration on updates, while [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) is cited for connecting knowledge to broader case workflows and helping agents access current information in one environment. These themes are especially relevant for contact center knowledge base software buyers. **Here are some of the top-rated products on G2:** - [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) – supports fast publishing, governed updates, and current process guidance for frontline teams - [Helpjuice](https://www.g2.com/products/helpjuice) – works well for centralized article editing and keeping teams aligned on updated documentation - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) – useful for teams updating knowledge alongside case management and service workflows ### Top platforms for self-service customer support knowledge? Based on G2 reviews, self-service success in contact center knowledge base software usually comes from searchable content, guided workflows, and knowledge that helps customers solve issues without waiting for an agent. According to verified users, [Helpjuice](https://www.g2.com/products/helpjuice) is praised for helping customers quickly find answers through a well-organized help portal. G2 reviewers also mention [Zoho Desk](https://www.g2.com/products/zoho-desk) for knowledge base and portal features that support repeatable workflows and customer self-help. [Zingtree](https://www.g2.com/products/zingtree) is frequently noted for interactive workflows and decision trees that guide users through troubleshooting or FAQ paths in a structured way. **Here are some of the top-rated products on G2:** - [Helpjuice](https://www.g2.com/products/helpjuice) – helps customers find answers through a searchable portal and organized support content - [Zoho Desk](https://www.g2.com/products/zoho-desk) – supports self-service with portals, ticket deflection, and knowledge base creation - [Zingtree](https://www.g2.com/products/zingtree) – strong for guided self-service using decision trees and structured troubleshooting flows ### Which is the best knowledge base software for contact centers? Based on G2 reviews, [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) is the best knowledge base software for contact centers in this review set. According to verified users, it brings cases, customer history, omnichannel support, and knowledge into one place, helping agents work faster and with better context. G2 reviewers mention benefits such as centralized information, AI-assisted article suggestions, automation for repetitive work, and support for self-service experiences. While some users note setup complexity and a learning curve, the recurring review themes point to strong fit for contact centers that need broad workflow coverage, visibility across teams, and a unified support environment. ### Top tools for organizing customer support information? Based on G2 reviews, the best tools for organizing customer support information are typically the ones that create a clear single source of truth and make search easier for agents. G2 reviewers mention [Guru](https://www.g2.com/products/guru) for centralizing trusted answers, verification, and in-workflow access. According to verified users, [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) is helpful for structuring policies, procedures, and guided knowledge in one governed platform. Users also describe [Helpjuice](https://www.g2.com/products/helpjuice) as effective for keeping internal and customer-facing content in one searchable place, which helps reduce scattered documentation and improves consistency across teams. **Here are some of the top-rated products on G2:** - [Guru](https://www.g2.com/products/guru) – organizes verified team knowledge and makes answers easier to access inside daily workflows - [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) – centralizes operational guidance, policies, and step-by-step support content - [Helpjuice](https://www.g2.com/products/helpjuice) – keeps internal and external documentation organized in one searchable repository ### Which KB software offers AI-powered search? Based on G2 reviews, [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management) stands out as the best match for AI-powered search in this category page dataset. According to verified users, livepro makes it easy for agents to find answers quickly with AI-assisted search, keyword matching, and guided access to relevant articles. G2 reviewers mention that the platform helps frontline teams surface accurate information in real time, especially in contact center environments where speed and consistency matter. Reviews also highlight that users can search processes, articles, and updates from one place, reducing reliance on teammates and helping agents resolve questions with more confidence. ### Which KB software integrates with CRM platforms? Based on G2 reviews, [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) is the strongest fit for CRM integration. According to verified users, its main strength is tying service activity, case handling, and knowledge into the broader Salesforce customer data environment. G2 reviewers mention that teams use it to connect service inquiries with customer records, unify data from multiple systems, and give agents a more complete view of customer interactions. Reviews also describe benefits such as keeping support, CRM context, and knowledge together in one workflow, which can be valuable for contact centers that want fewer disconnected tools and more consistent access to account history. ### Best tools for managing multilingual knowledge bases? Based on G2 reviews, buyers managing multilingual knowledge in contact center knowledge base software often look for article translation support, centralized content control, and easier maintenance across languages. Verified users call out [Helpjuice](https://www.g2.com/products/helpjuice) for multilingual article support and for helping teams keep content aligned across languages. G2 reviewers also mention [Zoho Desk](https://www.g2.com/products/zoho-desk) and [Document360](https://www.g2.com/products/document360) for organizing searchable documentation and knowledge content in ways that support broader access and maintenance. According to verified users, these tools help teams centralize articles, reduce scattered documentation, and make it easier to deliver knowledge across varied customer or agent needs. **Here are some of the top-rated products on G2:** - [Helpjuice](https://www.g2.com/products/helpjuice) – supports multilingual articles and centralized knowledge management for internal and external users - [Zoho Desk](https://www.g2.com/products/zoho-desk) – useful for teams organizing customer support knowledge with portal and documentation features - [Document360](https://www.g2.com/products/document360) – helpful for structured documentation, searchable content, and easier cross-team knowledge upkeep ## G2 Grid® for Contact Center Knowledge Base Software ![G2 Grid® for Contact Center Knowledge Base Software plotting products by satisfaction and market presence](https://www.g2.com/categories/contact-center-knowledge-base/grids.png?focus%5B%5D=5494&focus%5B%5D=2743&focus%5B%5D=12139&focus%5B%5D=5511&focus%5B%5D=55822&focus%5B%5D=14432&focus%5B%5D=1311789&focus%5B%5D=348) Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zoho Desk, Guru, Talkdesk, livepro Knowledge Management, Helpjuice, Zoom Contact Center, and Five9 Intelligent Cloud Contact Center Platform. Underlying data: [Grid® JSON](https://www.g2.com/categories/contact-center-knowledge-base/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zoho-desk&focus%5B%5D=guru&focus%5B%5D=talkdesk&focus%5B%5D=livepro-knowledge-management&focus%5B%5D=helpjuice&focus%5B%5D=zoom-contact-center&focus%5B%5D=five9-intelligent-cloud-contact-center-platform) ## How Many Contact Center Knowledge Base Software Products Does G2 Track? **Total Products under this Category:** 96 ### Category Stats (Jul 2026) - **Average Rating**: 4.55/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Upland RightAnswers (+0.25%) - Among all products in this category, Upland RightAnswers recorded the largest rating increase compared to last month *Last updated: July 17, 2026* ## How Does G2 Rank Contact Center Knowledge Base Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 29,200+ Authentic Reviews - 96+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Contact Center Knowledge Base Software Is Best for Your Use Case? - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Helpjuice](https://www.g2.com/products/helpjuice/reviews) - **Easiest to Use:** [Guru](https://www.g2.com/products/guru/reviews) - **Top Trending:** [DevRev](https://www.g2.com/products/devrev-devrev/reviews) - **Best Free Software:** [Guru](https://www.g2.com/products/guru/reviews) --- **Sponsored** ### 8x8 Contact Center 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1529&secure%5Bchosen_at%5D=2026-07-17T17%3A30%3A12Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2164&secure%5Bresource_id%5D=1529&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-knowledge-base&secure%5Btoken%5D=46b17aec06a3b2ffb31792e0d130dc49ce090e56a0b005c604be3db0ff3cf515&secure%5Burl%5D=https%3A%2F%2Fwww.8x8.com%2Fproducts%2Fcontact-center&secure%5Burl_type%5D=paid_promos) --- ## What Are the Top-Rated Contact Center Knowledge Base Software Products in 2026? ### 1. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform **Average Rating:** 4.4/5.0 **Total Reviews:** 6,971 **How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?** - **Compliance:** 8.6/10 (Category avg: 8.8/10) - **Auditing:** 8.6/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.7/10 (Category avg: 8.7/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) **Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?** - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** https://www.salesforce.com/ - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (579,511 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (83,223 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Salesforce Administrator, Salesforce Developer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Mid-Market, 37% Enterprise #### What Are Agentforce Service (formerly Salesforce Service Cloud)'s Pros and Cons? **Pros:** - Ease of Use (1259 reviews) - Features (1102 reviews) - Case Management (1097 reviews) - Efficiency (973 reviews) - Helpful (591 reviews) **Cons:** - Complexity (697 reviews) - Learning Curve (583 reviews) - Steep Learning Curve (474 reviews) - Expensive (425 reviews) - Complex Usability (423 reviews) ### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. **Cons:** - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **"[The Evolution of Service: Bridging the Gap Between Data and Action.](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)"** **Rating:** 4.0/5.0 stars *— Naampreet K.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220) --- **"[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)"** **Rating:** 5.0/5.0 stars *— Arnold D.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648) --- #### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)? - [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 - [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 - [What does customer self service require?](https://www.g2.com/discussions/what-does-customer-self-service-require) - [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments - [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system) ### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses. **Average Rating:** 4.4/5.0 **Total Reviews:** 7,531 **How Do G2 Users Rate Zoho Desk?** - **Compliance:** 8.2/10 (Category avg: 8.8/10) - **Auditing:** 8.1/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.3/10 (Category avg: 8.7/10) - **Ease of Use:** 8.5/10 (Category avg: 9.0/10) **Who Is the Company Behind Zoho Desk?** - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Company Website:** https://www.zoho.com - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho (137,880 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,766 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 73% Small-Business, 23% Mid-Market #### What Are Zoho Desk's Pros and Cons? **Pros:** - Ease of Use (710 reviews) - Features (517 reviews) - Ticket Management (377 reviews) - Integrations (360 reviews) - Intuitive (343 reviews) **Cons:** - Learning Curve (329 reviews) - Steep Learning Curve (233 reviews) - Limited Customization (196 reviews) - Complexity (191 reviews) - Not Intuitive (181 reviews) ### What Do G2 Reviewers Say About Zoho Desk? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **intuitive and user-friendly interface** of Zoho Desk, enhancing ticket management and customer communication seamlessly. - Users appreciate the **intuitive interface and automation features** of Zoho Desk, enhancing support operations and team performance. - Users highly value the **efficient ticket management** of Zoho Desk, noting its seamless operation and valuable automation features. - Users appreciate the **seamless integrations** in Zoho Desk, enhancing collaboration and streamlining customer interaction management. - Users love the **intuitive interface** of Zoho Desk, making ticket management and communication seamless and efficient. **Cons:** - Users face a **difficult learning curve** with Zoho Desk due to an inconsistent UI and complex reporting processes. - Users face a **steep learning curve** with Zoho Desk due to inconsistent UI and complex customization processes. - Users find **limited customization** challenging, as it complicates maintenance and onboarding in Zoho Desk. - Users find the **complexity of advanced features** in Zoho Desk can be frustrating and time-consuming to navigate. - Users find Zoho Desk's **non-intuitive interface** challenging, making navigation and functionality harder to grasp. #### What Are Recent G2 Reviews of Zoho Desk? **"[Easy Setup, Intuitive Ticketing, and Great Value with Zoho Desk](https://www.g2.com/survey_responses/zoho-desk-review-13116193)"** **Rating:** 5.0/5.0 stars *— Aaditya S.* [Read full review](https://www.g2.com/survey_responses/zoho-desk-review-13116193) --- **"[Practical Helpdesk Tool With Noticeable Drawbacks](https://www.g2.com/survey_responses/zoho-desk-review-13094515)"** **Rating:** 5.0/5.0 stars *— liu l.* [Read full review](https://www.g2.com/survey_responses/zoho-desk-review-13094515) --- #### What Are G2 Users Discussing About Zoho Desk? - [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) - 1 comment, 1 upvote - [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) - 1 comment, 1 upvote - [What is Zoho Desk used for?](https://www.g2.com/discussions/what-is-zoho-desk-used-for) - 1 comment, 1 upvote ### 3. [Guru](https://www.g2.com/products/guru/reviews) Guru is the AI Source of Truth for your company—an AI knowledge platform that connects everything your teams know, makes it accessible everywhere you work, and keeps it accurate automatically. Guru unifies your company’s apps, chats, and docs into one governed knowledge layer, delivering cited, permission-aware answers, chat, and research across Slack, Teams, your browser, or even other AIs like ChatGPT and Claude. Every answer is grounded in verified knowledge, with built-in verification and lineage to ensure trust, compliance, and confidence at scale. Connect your knowledge. Access it everywhere. Build trust—automatically. **Average Rating:** 4.7/5.0 **Total Reviews:** 2,260 **How Do G2 Users Rate Guru?** - **Compliance:** 9.3/10 (Category avg: 8.8/10) - **Auditing:** 9.2/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.3/10 (Category avg: 8.7/10) - **Ease of Use:** 9.3/10 (Category avg: 9.0/10) **Who Is the Company Behind Guru?** - **Seller:** [Guru](https://www.g2.com/sellers/guru) - **Company Website:** https://www.getguru.com - **Year Founded:** 2013 - **HQ Location:** Philadelphia, PA - **Twitter:** @Guru_HQ (4,242 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/5129180/ (2,537 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Customer Success Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Mid-Market, 29% Enterprise #### What Are Guru's Pros and Cons? **Pros:** - Ease of Use (742 reviews) - Helpful (411 reviews) - Comprehensive Information (310 reviews) - Easy Access (298 reviews) - Information Accuracy (283 reviews) **Cons:** - Search Functionality (152 reviews) - Inefficient Search (149 reviews) - Search Functionality Issues (134 reviews) - Inefficient Searching (132 reviews) - Organizational Challenges (109 reviews) ### What Do G2 Reviewers Say About Guru? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** in Guru impressive, thanks to its intuitive interface and straightforward navigation. - Users appreciate the **speed and reliability** of Guru, enhancing workflow efficiency with easily accessible, verified information. - Users love Guru for its **comprehensive information management** , making it easy to capture, organize, and retrieve knowledge effectively. - Users value the **easy access** to information with Guru, enhancing daily productivity and training efficiency. - Users value the **accuracy of information** provided by Guru, enabling quick, reliable answers within their workflow. **Cons:** - Users find the **search functionality can be slow** , particularly when managing extensive content and collections. - Users find the **search inefficient** , often experiencing slow results and irrelevant matches despite having saved content. - Users encounter **search functionality issues** with slow results and poor keyword recognition, complicating information retrieval. - Users find the **inefficient searching** in Guru frustrating as it often provides generic results and requires constant team effort. - Users find **organizational challenges** in Guru, with slow search and complicated content management for larger collections. #### What Are Recent G2 Reviews of Guru? **"[Automated Verification Keeps Our Knowledge Repository Trustworthy](https://www.g2.com/survey_responses/guru-review-12959405)"** **Rating:** 5.0/5.0 stars *— Dairon P.* [Read full review](https://www.g2.com/survey_responses/guru-review-12959405) --- **"[A fast and user-friendly knowledge platform with room to grow](https://www.g2.com/survey_responses/guru-review-11254414)"** **Rating:** 5.0/5.0 stars *— Iasmin L.* [Read full review](https://www.g2.com/survey_responses/guru-review-11254414) --- #### What Are G2 Users Discussing About Guru? - [What does Guru do?](https://www.g2.com/discussions/what-does-guru-do) - 3 comments - [How do I use the Guru app?](https://www.g2.com/discussions/how-do-i-use-the-guru-app) - 1 upvote - [What is Guru platform?](https://www.g2.com/discussions/guru-what-is-guru-platform) - 2 comments - [What is Guru software?](https://www.g2.com/discussions/what-is-guru-software) - 1 upvote ### 4. [Talkdesk](https://www.g2.com/products/talkdesk/reviews) Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,451 **How Do G2 Users Rate Talkdesk?** - **Compliance:** 9.2/10 (Category avg: 8.8/10) - **Auditing:** 9.1/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.2/10 (Category avg: 8.7/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) **Who Is the Company Behind Talkdesk?** - **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk) - **Company Website:** https://www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk (6,959 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,391 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Supervisor, Customer Service Representative - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Mid-Market, 20% Enterprise #### What Are Talkdesk's Pros and Cons? **Pros:** - Ease of Use (310 reviews) - Efficiency (175 reviews) - Features (171 reviews) - Helpful (167 reviews) - Customer Support (114 reviews) **Cons:** - Call Issues (119 reviews) - Technical Issues (78 reviews) - Missing Features (76 reviews) - Notification Issues (58 reviews) - Connection Issues (54 reviews) ### What Do G2 Reviewers Say About Talkdesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Talkdesk, enabling efficient tracking of calls and enhancing overall productivity. - Users appreciate the **efficiency** of Talkdesk, enabling smooth communication across platforms and improved customer service operations. - Users appreciate the **comprehensive features** of Talkdesk, enabling efficient workflows and enhancing customer interactions. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and communication for customer support teams. - Users praise Talkdesk for its **exceptional customer support** and seamless integration that enhances team efficiency. **Cons:** - Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations. - Users often face **technical issues** with Talkdesk, including dropped calls and system glitches requiring frequent restarts. - Users find the **missing features** in Talkdesk frustrating, hindering efficiency and workflow during calls and ticket management. - Users experience **notification issues** with Talkdesk, leading to unexpected offline status changes and frustrating technical problems. - Users often face **connection issues** with Talkdesk, causing frustrating delays and requiring frequent application restarts. #### What Are Recent G2 Reviews of Talkdesk? **"[TalkDesk Shines with Smart Ticket Categorization and Seamless Zendesk Integration](https://www.g2.com/survey_responses/talkdesk-review-13075196)"** **Rating:** 4.0/5.0 stars *— Lukas B.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13075196) --- **"[Talkdesk Makes Multichannel Customer Conversations Easy and Organized](https://www.g2.com/survey_responses/talkdesk-review-13077590)"** **Rating:** 5.0/5.0 stars *— Bri V.* [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13077590) --- #### What Are G2 Users Discussing About Talkdesk? - [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments - [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) - 2 comments ### 5. [Helpjuice](https://www.g2.com/products/helpjuice/reviews) Helpjuice's AI knowledge base is an industry-leading playform designed to supercharge your team and customers by enhancing knowledge sharing across your organization. With Helpjuice, you can capture, create, and share critical information effortlessly, making it the ideal knowledge base tool for training employees, onboarding new customers, enabling self-service, and sharing knowledge within and outside your company. Our powerful platform allows users to create new content directly in our easy-to-use editor as well as upload content in multiple formats, ensuring that essential information is accessible anytime and anywhere. Helpjuice's powerful, Google-like search functionality makes it easy for users to find the right information they need quickly and efficiently. Trusted by major organizations such as Amazon, Change.org, Wells Fargo, the World Health Organization, Shipt, TCL, and thousands of others, Helpjuice is dedicated to breaking down information silos and fostering a culture of knowledge sharing. **Average Rating:** 4.7/5.0 **Total Reviews:** 380 **How Do G2 Users Rate Helpjuice?** - **Compliance:** 8.5/10 (Category avg: 8.8/10) - **Auditing:** 8.3/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.7/10 (Category avg: 8.7/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) **Who Is the Company Behind Helpjuice?** - **Seller:** [Helpjuice](https://www.g2.com/sellers/helpjuice) - **Year Founded:** 2011 - **HQ Location:** Miami, FL - **Twitter:** @HelpJuice (769 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1879314/ (36 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Success Manager, Technical Writer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 49% Mid-Market, 39% Small-Business #### What Are Helpjuice's Pros and Cons? **Pros:** - Ease of Use (80 reviews) - Helpful (75 reviews) - Customer Support (68 reviews) - Features (59 reviews) - Customization (54 reviews) **Cons:** - Limited Customization (22 reviews) - Editing Difficulties (20 reviews) - Formatting Issues (19 reviews) - AI Limitations (14 reviews) - Learning Curve (13 reviews) ### What Do G2 Reviewers Say About Helpjuice? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Helpjuice, praising its user-friendly interface and quick setup for knowledge bases. - Users value the **exceptional customer support** from Helpjuice, appreciating the fast assistance and ongoing tips provided. - Users commend the **amazing customer support** from Helpjuice, consistently highlighting timely assistance and valuable feedback. - Users appreciate the **intuitive interface** of Helpjuice, which simplifies content management and enhances team collaboration. - Users value the **customization options** of Helpjuice, enhancing their knowledge base's effectiveness and organization. **Cons:** - Users experience **limited customization options** , feeling forced into AI features and facing unclear pricing for requests. - Users face **editing difficulties** due to an outdated interface and bugs that hinder efficient content management. - Users face **formatting issues** and limited translation options in Helpjuice, making documentation somewhat difficult to navigate. - Users believe **AI limitations** hinder overall functionality, preferring more effective and informative search capabilities. - Users find the **learning curve steep** , as the interface and organization can be confusing and require time to master. #### What Are Recent G2 Reviews of Helpjuice? **"[Versatile, fair in price, and with clever URL matching](https://www.g2.com/survey_responses/helpjuice-review-13045550)"** **Rating:** 4.0/5.0 stars *— Florian S.* [Read full review](https://www.g2.com/survey_responses/helpjuice-review-13045550) --- **"[A knowledge base people actually use instead of asking the same questions](https://www.g2.com/survey_responses/helpjuice-review-13065437)"** **Rating:** 4.5/5.0 stars *— Phil J.* [Read full review](https://www.g2.com/survey_responses/helpjuice-review-13065437) --- #### What Are G2 Users Discussing About Helpjuice? - [What is knowledge base for?](https://www.g2.com/discussions/helpjuice-what-is-knowledge-base-for) - [What is knowledge base for?](https://www.g2.com/discussions/what-is-knowledge-base-for) - [What information is maintained in knowledge base?](https://www.g2.com/discussions/what-information-is-maintained-in-knowledge-base) - [What is a knowledge base software?](https://www.g2.com/discussions/what-is-a-knowledge-base-software) - [What is Helpjuice used for?](https://www.g2.com/discussions/what-is-helpjuice-used-for) ### 6. [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management/reviews) livepro is a comprehensive Customer Experience Knowledge Management solution designed to enhance the efficiency and effectiveness of customer service operations across various industries. Since its inception in 2001, livepro has been dedicated to providing a robust knowledge management platform that empowers customer service centers & departments that support them in sectors such as Banking and Finance, Airlines, Insurance, Superannuation, Education, Health, and Government. The primary goal of livepro is to streamline the process of delivering accurate information to agents, thereby improving overall customer experience. The target audience for livepro includes organizations that prioritize customer service excellence and seek to optimize their knowledge management processes. By offering a feature-rich yet user-friendly interface, livepro allows customer service representatives to access reliable answers quickly, eliminating the need to sift through lengthy documents. This intuitive design not only enhances the speed of customer service interactions but also significantly reduces the training time required for staff, enabling them to confidently address customer inquiries with minimal onboarding. One of the standout features of livepro is its powerful search functionality, which serves as a single source of truth for organizations. This feature ensures that agents can retrieve consistent and accurate answers across multiple channels, including phone, email, front counter, website, self-service portals, live chat, and even modern virtual assistants. By providing immediate access to information, livepro helps organizations respond to even the most complex customer questions efficiently, thereby fostering a more satisfying customer experience. The benefits of implementing livepro extend beyond improved customer satisfaction. Organizations can expect a reduction in average handling time (AHT) and a decrease in training costs, as staff become more adept at navigating the system with ease. Additionally, livepro minimizes compliance and risk factors by offering clear, easy-to-follow process guidance, which helps ensure that agents adhere to established protocols. Overall, livepro stands out in the knowledge management category by delivering a solution that not only enhances the capabilities of customer service teams but also positively impacts the bottom line through operational efficiencies. **Average Rating:** 4.8/5.0 **Total Reviews:** 167 **How Do G2 Users Rate livepro Knowledge Management?** - **Compliance:** 9.8/10 (Category avg: 8.8/10) - **Auditing:** 9.6/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.8/10 (Category avg: 8.7/10) - **Ease of Use:** 9.5/10 (Category avg: 9.0/10) **Who Is the Company Behind livepro Knowledge Management?** - **Seller:** [livepro](https://www.g2.com/sellers/livepro) - **Company Website:** https://livepro.com/ - **Year Founded:** 2001 - **HQ Location:** North Sydney, NSW - **Twitter:** @liveprosoftware (100 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2324422/ (37 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Knowledge Specialist - **Top Industries:** Government Administration, Insurance - **Company Size:** 46% Mid-Market, 21% Enterprise #### What Are livepro Knowledge Management's Pros and Cons? **Pros:** - Ease of Use (73 reviews) - Knowledge Base (55 reviews) - Helpful (45 reviews) - Intuitive (36 reviews) - Features (33 reviews) **Cons:** - Inefficient Search (10 reviews) - Inefficient Search Function (9 reviews) - Improvement Needed (8 reviews) - Poor Search Functionality (8 reviews) - Search Functionality (8 reviews) ### What Do G2 Reviewers Say About livepro Knowledge Management? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **intuitive and user-friendly design** of livepro Knowledge Management, enhancing productivity and customer experience. - Users appreciate the **user-friendly interface** of livepro Knowledge Management, enhancing their experience and efficiency in finding information. - Users appreciate the **user-friendly interface** of livepro Knowledge Management, facilitating ease of use and effective communication. - Users love the **intuitive search function** in Livepro, enabling quick access to accurate information for enhanced customer support. - Users appreciate the **user-friendly interface and seamless integration** of livepro Knowledge Management, enhancing efficiency and collaboration. **Cons:** - Users find the **inefficient search** function frustrating, struggling to locate specific information quickly amid excessive results. - Users struggle with the **inefficient search function** , often resulting in overwhelming results and difficulty finding specific information. - Users note that **improvement is needed** in AI accuracy and article editing processes for a smoother experience. - Users find the **poor search functionality** frustrating, making it difficult to locate specific information efficiently. - Users find the **search functionality lacking** , often overwhelmed by irrelevant results and slow loading times. #### What Are Recent G2 Reviews of livepro Knowledge Management? **"[Knowledge Management Systems Specialist](https://www.g2.com/survey_responses/livepro-knowledge-management-review-12189903)"** **Rating:** 4.5/5.0 stars *— Joy E.* [Read full review](https://www.g2.com/survey_responses/livepro-knowledge-management-review-12189903) --- **"[From 5-Inch Binders to Real-Time Answers: Ditching Desk Clutter with LivePro](https://www.g2.com/survey_responses/livepro-knowledge-management-review-12531030)"** **Rating:** 4.5/5.0 stars *— Carly M.* [Read full review](https://www.g2.com/survey_responses/livepro-knowledge-management-review-12531030) --- #### What Are G2 Users Discussing About livepro Knowledge Management? - [What is livepro Knowledge Management used for?](https://www.g2.com/discussions/what-is-livepro-knowledge-management-used-for) - [What are the knowledge management tools?](https://www.g2.com/discussions/what-are-the-knowledge-management-tools) - [What is the best knowledge management software?](https://www.g2.com/discussions/what-is-the-best-knowledge-management-software) - [What is Livepro?](https://www.g2.com/discussions/what-is-livepro) - [What are the features of knowledge management?](https://www.g2.com/discussions/what-are-the-features-of-knowledge-management) ### 7. [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews) Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, powerful analytics, pre-built integrations, and much more - all designed into our familiar, easy-to-use Zoom app. With Zoom, businesses deliver fast, efficient, and highly personalized customer experiences, improved agent productivity, and better business results. **Average Rating:** 4.3/5.0 **Total Reviews:** 69 **How Do G2 Users Rate Zoom Contact Center?** - **Compliance:** 8.3/10 (Category avg: 8.8/10) - **Auditing:** 7.8/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.3/10 (Category avg: 8.7/10) - **Ease of Use:** 8.7/10 (Category avg: 9.0/10) **Who Is the Company Behind Zoom Contact Center?** - **Seller:** [Zoom](https://www.g2.com/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97) - **Company Website:** https://www.zoom.com - **Year Founded:** 2011 - **HQ Location:** San Jose, CA - **Twitter:** @zoom (1,042,714 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2532259/ (13,494 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Farming, Information Technology and Services - **Company Size:** 44% Mid-Market, 43% Small-Business #### What Are Zoom Contact Center's Pros and Cons? **Pros:** - Ease of Use (31 reviews) - Features (15 reviews) - Efficiency (14 reviews) - Easy Setup (10 reviews) - Integrations (10 reviews) **Cons:** - Call Issues (10 reviews) - Lack of Clarity (7 reviews) - Missing Features (7 reviews) - Chat Functionality Issues (6 reviews) - Contact Management (6 reviews) ### What Do G2 Reviewers Say About Zoom Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Zoom Contact Center, simplifying call handling and performance monitoring effectively. - Users appreciate the **user-friendly interface** of Zoom Contact Center, enhancing efficiency in managing calls and interactions. - Users commend the **increased efficiency** of Zoom Contact Center, enhancing call handling and agent productivity significantly. - Users praise the **easy setup** of Zoom Contact Center, allowing quick and efficient configuration by administrators. - Users value the **s seamless integrations** of Zoom Contact Center, enhancing their overall virtual customer service experience. **Cons:** - Users experience **call issues** with Zoom Contact Center, citing poor integration, inadequate support, and missing essential functionalities. - Users find a **lack of clarity** in Zoom Contact Center's features, leading to confusion and frustration during use. - Users express frustration over **missing features** in Zoom Contact Center that complicate call tracking and system integration. - Users face significant **chat functionality issues** in Zoom Contact Center, hindering effective communication and user experience. - Users report significant **limitations in core functionality** , making the Zoom Contact Center experience frustrating and inefficient. #### What Are Recent G2 Reviews of Zoom Contact Center? **"[Powerful Hub for Managing Customer Requests and Team Response Tracking](https://www.g2.com/survey_responses/zoom-contact-center-review-12945938)"** **Rating:** 5.0/5.0 stars *— Konstantine S.* [Read full review](https://www.g2.com/survey_responses/zoom-contact-center-review-12945938) --- **"[Boosts Customer Support with User-Friendly Interface](https://www.g2.com/survey_responses/zoom-contact-center-review-12907672)"** **Rating:** 4.5/5.0 stars *— Rafin D.* [Read full review](https://www.g2.com/survey_responses/zoom-contact-center-review-12907672) --- ### 8. [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth. **Average Rating:** 4.1/5.0 **Total Reviews:** 604 **How Do G2 Users Rate Five9 Intelligent Cloud Contact Center Platform?** - **Compliance:** 9.2/10 (Category avg: 8.8/10) - **Auditing:** 9.2/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.2/10 (Category avg: 8.7/10) - **Ease of Use:** 8.4/10 (Category avg: 9.0/10) **Who Is the Company Behind Five9 Intelligent Cloud Contact Center Platform?** - **Seller:** [Five9](https://www.g2.com/sellers/five9) - **Company Website:** https://www.Five9.com - **Year Founded:** 2001 - **HQ Location:** San Ramon, CA - **Twitter:** @Five9 (14,856 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (3,058 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Manager - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 56% Mid-Market, 23% Small-Business #### What Are Five9 Intelligent Cloud Contact Center Platform's Pros and Cons? **Pros:** - Ease of Use (131 reviews) - Customer Support (89 reviews) - Helpful (88 reviews) - Features (78 reviews) - Efficiency (64 reviews) **Cons:** - Call Issues (46 reviews) - Missing Features (41 reviews) - Complexity (35 reviews) - Technical Issues (33 reviews) - Poor Customer Support (31 reviews) ### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform? *AI-generated summary from verified user reviews* **Pros:** - Users love the **user-friendly interface** of Five9, finding it simple to navigate and easy to implement. - Users praise the **responsive customer support** of Five9, highlighting its priority in addressing concerns promptly. - Users value the **exceptional customer service** of Five9, highlighting responsiveness and helpfulness in their experience. - Users appreciate the **responsive and helpful support** from Five9, enhancing their overall experience and integration capabilities. - Users value the **efficiency** of Five9, benefiting from impressive features that enhance customer interactions and productivity monitoring. **Cons:** - Users face **call issues** that hinder accurate reporting and performance assessment, complicating the contact center experience. - Users note **missing features** like a modern UI and efficient search options, impacting usability and functionality. - Users find the **complexity** of Five9's interface and reporting features to be quite challenging and confusing. - Users report **technical issues** with Five9, including slow support responses and occasional glitches disrupting service. - Users report that **poor customer support** leads to frustrating delays and challenges in issue resolution and setup. #### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform? **"[Fast, Intuitive Web-Based Platform with Reliable Support](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120)"** **Rating:** 5.0/5.0 stars *— Aldo O.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-13113120) --- **"[User-Friendly Platform with Excellent Agent Support](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794)"** **Rating:** 5.0/5.0 stars *— Kimika W.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-12757794) --- #### What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform? - [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments - [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment - [What is the best call center software?](https://www.g2.com/discussions/what-is-the-best-call-center-software) - [How much is five9 cost?](https://www.g2.com/discussions/how-much-is-five9-cost) - [Does five9 have a mobile app?](https://www.g2.com/discussions/does-five9-have-a-mobile-app) - 2 comments ### 9. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty. **Average Rating:** 4.4/5.0 **Total Reviews:** 454 **How Do G2 Users Rate ServiceNow Customer Service Management?** - **Compliance:** 10.0/10 (Category avg: 8.8/10) - **Auditing:** 10.0/10 (Category avg: 8.4/10) - **Policies and Controls:** 10.0/10 (Category avg: 8.7/10) - **Ease of Use:** 8.5/10 (Category avg: 9.0/10) **Who Is the Company Behind ServiceNow Customer Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Associate Consultant - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 45% Enterprise, 28% Mid-Market #### What Are ServiceNow Customer Service Management's Pros and Cons? **Pros:** - Ease of Use (34 reviews) - Features (26 reviews) - Efficiency (21 reviews) - Case Management (20 reviews) - Automation (18 reviews) **Cons:** - Learning Curve (18 reviews) - Steep Learning Curve (15 reviews) - Limited Customization (13 reviews) - Complexity (12 reviews) - Improvements Needed (9 reviews) ### What Do G2 Reviewers Say About ServiceNow Customer Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of ServiceNow CSM, benefiting from streamlined automation and centralized workflows. - Users value the **seamless integration and automation** of ServiceNow CSM, enhancing customer lifecycle and improving issue resolution. - Users commend the **efficiency** of ServiceNow CSM, streamlining processes and expediting issue resolution significantly. - Users appreciate the **smooth workflow** of ServiceNow's Case Management features, enhancing efficiency and agent effectiveness. - Users value the **automation capabilities** of ServiceNow CSM, which significantly enhance issue resolution and team productivity. **Cons:** - Users find the **learning curve to be complicated** , requiring significant understanding for effective implementation and integration. - Users find the **steep learning curve** of ServiceNow Customer Service Management challenging, requiring skilled help and thorough training. - Users feel the **limited customization** restricts adaptability for project tracking and ticket email formatting clarity. - Users find the **complexity** of ServiceNow Customer Service Management challenging, requiring significant time for setup and understanding. - Users note a need for **interface improvements** to enhance self-service branding and data model flexibility in ServiceNow. #### What Are Recent G2 Reviews of ServiceNow Customer Service Management? **"[Efficient platform for managing customer support workflows](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726)"** **Rating:** 4.5/5.0 stars *— Dharamveer p.* [Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726) --- **"[Facilitate Problem Management with Detailed Ticketing](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)"** **Rating:** 5.0/5.0 stars *— David C.* [Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317) --- #### What Are G2 Users Discussing About ServiceNow Customer Service Management? - [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment - [What does ServiceNow Customer Service Management do?](https://www.g2.com/discussions/what-does-servicenow-customer-service-management-do) - [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) - 1 comment - [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) - 2 comments - [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) - 1 comment ### 10. [BoldDesk](https://www.g2.com/products/bolddesk/reviews) BoldDesk® by Syncfusion® is an advanced, AI-powered Customer service software designed to streamline customer support operations. It combines robust ticketing software, live chat, and multi-channel support with cutting-edge AI features like AI Copilot and AI Agents. AI Agents provide 24/7 assistance with fast, accurate, and human-like responses, ensuring customers always get the right support, anytime. It integrates seamlessly with over 40 popular tools, supports 35+ languages, and scales effortlessly from startups to large enterprises, making it the ideal choice for modern, AI-driven customer support. **Average Rating:** 4.5/5.0 **Total Reviews:** 142 **How Do G2 Users Rate BoldDesk?** - **Compliance:** 9.3/10 (Category avg: 8.8/10) - **Auditing:** 8.8/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.9/10 (Category avg: 8.7/10) - **Ease of Use:** 8.9/10 (Category avg: 9.0/10) **Who Is the Company Behind BoldDesk?** - **Seller:** [Syncfusion](https://www.g2.com/sellers/syncfusion) - **Company Website:** https://www.syncfusion.com - **Year Founded:** 2001 - **HQ Location:** Morrisville, North Carolina - **Twitter:** @Syncfusion (11,907 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/123064/ (2,658 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Software Developer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 47% Small-Business, 35% Mid-Market #### What Are BoldDesk's Pros and Cons? **Pros:** - Ease of Use (41 reviews) - Simple (19 reviews) - Customer Support (17 reviews) - Easy Setup (17 reviews) - Features (17 reviews) **Cons:** - Missing Features (13 reviews) - Learning Curve (9 reviews) - Limited Customization (9 reviews) - Not Intuitive (8 reviews) - Ticketing Issues (8 reviews) ### What Do G2 Reviewers Say About BoldDesk? *AI-generated summary from verified user reviews* **Pros:** - Users find BoldDesk to be very **intuitive and easy to use** , enhancing collaboration across departments effectively. - Users value the **ease of use** of BoldDesk, praising its clean interface and effective collaboration features. - Users commend the **fast and helpful customer support** of BoldDesk, enhancing their overall experience significantly. - Users highlight the **easy setup** of BoldDesk, making it simple to integrate and start using effectively. - Users value the **intuitive interface and usability** of BoldDesk, finding it easy and reliable to navigate. **Cons:** - Users find the **lack of essential features** in BoldDesk, such as RMM and effective AI capabilities, limiting their experience. - Users find the **learning curve challenging** , feeling overwhelmed and requiring tech skills for deeper customization and integration. - Users desire more **customization options** in BoldDesk, particularly for email templates and notifications flexibility. - Users find the **customer portal difficult to operate** , making it overwhelming and frustrating at times. - Users face **ticketing issues** , such as poor layout and lack of user activity logs, affecting overall usability. #### What Are Recent G2 Reviews of BoldDesk? **"[BoldDesk Makes Support Smooth with Easy Ticketing, Automation, and Helpful Support](https://www.g2.com/survey_responses/bolddesk-review-12779837)"** **Rating:** 5.0/5.0 stars *— Sidharth B.* [Read full review](https://www.g2.com/survey_responses/bolddesk-review-12779837) --- **"[BoldDesk: User-Friendly Ticketing with Seamless Integrations and Tremendous Support](https://www.g2.com/survey_responses/bolddesk-review-12803790)"** **Rating:** 5.0/5.0 stars *— Adithya K.* [Read full review](https://www.g2.com/survey_responses/bolddesk-review-12803790) --- ### 11. [Bloomfire](https://www.g2.com/products/bloomfire/reviews) Bloomfire is the leading AI-driven Enterprise Intelligence and Knowledge Management solution. The platform connects employees with the right information, exactly when, and where it's needed, empowering users to access, manage, and collaborate on knowledge efficiently and effectively. Bloomfire’s AI-powered search and content authoring transform how teams interact with data and ensure that organizational assets and critical information are easily accessible and actionable. Bloomfire supports enterprise companies in scaling their knowledge management programs across teams, departments, and org-wide deployments and serves businesses across all industries – including healthcare, finance, government, manufacturing, and retail. With a focus on operational excellence, Bloomfire is an established, trusted partner to Fortune 500 companies and other industry leaders. The AI-driven platform delivers nearly 2 million answers each month, emphasizing its value and credibility. Key functionality includes: · AI-Powered Enterprise Search: Get direct, trusted answers from Ask AI and find relevant documents and articles across all your integrated platforms with intuitive search. ·AI-Powered Authoring Tools: Advanced authoring tools streamline knowledge creation and ensure your content fits the unique needs of your business. Use generative AI to create and refine insights from your original work, ensuring all published information is high quality and optimized for search. · Scalable Architecture & Award-Winning Implementation: With flexible structure and navigation components like communities, groups, and boards, Bloomfire is designed to grow with your organization, offering a seamless integration and implementation process. **Average Rating:** 4.6/5.0 **Total Reviews:** 500 **How Do G2 Users Rate Bloomfire?** - **Compliance:** 9.0/10 (Category avg: 8.8/10) - **Auditing:** 8.7/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.1/10 (Category avg: 8.7/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) **Who Is the Company Behind Bloomfire?** - **Seller:** [Bloomfire](https://www.g2.com/sellers/bloomfire) - **Company Website:** https://www.bloomfire.com - **Year Founded:** 2010 - **HQ Location:** Austin, TX - **Twitter:** @Bloomfire (6,350 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/851196/ (91 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Account Manager, Project Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 52% Mid-Market, 30% Enterprise #### What Are Bloomfire's Pros and Cons? **Pros:** - Ease of Use (29 reviews) - Easy Access (14 reviews) - AI Features (13 reviews) - Search Functionality (13 reviews) - Artificial Intelligence (12 reviews) **Cons:** - Inefficient Search (7 reviews) - Inefficient Search Functionality (5 reviews) - Limited Customization (5 reviews) - Limited Reporting (5 reviews) - Search Functionality Issues (5 reviews) ### What Do G2 Reviewers Say About Bloomfire? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Bloomfire, finding it user-friendly and efficient for information retrieval. - Users enjoy the **easy access** of Bloomfire, appreciating its intuitive interface and organized information for efficient knowledge sharing. - Users value the **remarkable AI support** and intuitive interface of Bloomfire, enhancing knowledge sharing and accessibility. - Users admire the **intuitive search functionality** of Bloomfire, enhancing knowledge access and collaboration across departments. - Users value the **remarkable AI support** in Bloomfire, enhancing knowledge access and simplifying search processes. **Cons:** - Users often face **inefficient search** , leading to frustration with results that can be unpredictable or incomplete. - Users are frustrated by the **inefficient search functionality** in Bloomfire, leading to disappointing experiences and inconsistencies. - Users feel that the **limited customization** options hinder their ability to tailor Bloomfire to specific needs. - Users express frustration with **limited reporting** , making it challenging to track engagement and insights effectively. - Users find the **search functionality inconsistent** , often leading to disappointment with inaccurate results and missed insights. #### What Are Recent G2 Reviews of Bloomfire? **"[Bloomfire Makes Research Easier with Clear, Informative and Helpful Answers](https://www.g2.com/survey_responses/bloomfire-review-12214340)"** **Rating:** 4.5/5.0 stars *— Isobelle I.* [Read full review](https://www.g2.com/survey_responses/bloomfire-review-12214340) --- **"[The One-Stop Platform for Seamless Collaboration](https://www.g2.com/survey_responses/bloomfire-review-12365942)"** **Rating:** 5.0/5.0 stars *— Meg S.* [Read full review](https://www.g2.com/survey_responses/bloomfire-review-12365942) --- #### What Are G2 Users Discussing About Bloomfire? - [What is Seva used for?](https://www.g2.com/discussions/what-is-seva-used-for) - 1 comment - [What is Talla used for?](https://www.g2.com/discussions/what-is-talla-used-for) ### 12. [Document360](https://www.g2.com/products/document360/reviews) Document360 is an AI-powered knowledge base platform for enterprises needing secure, scalable documentation. It centralizes organizational knowledge into one workspace, including public help centers, internal wikis, SOPs, user manuals, API docs, or product playbooks. Who It's For By Role: Support teams (deflect tickets), technical writers (publish faster), product managers (align teams), engineers (document APIs and workflows). By Industry: SaaS, IT & consulting, finance, healthcare, education, manufacturing. Key Capabilities: 1. Editors: Markdown and WYSIWYG with real-time previews and drag-and-drop media. 2. Step-by-Step Guides: Capture on-screen actions to create editable interactive guides. 3. Category Manager: Drag-and-drop content organization. 4. Interactive Demos: Clickable walkthroughs embedded in articles. 5. Custom Workflows: Automate reviews, roles, and approvals. 6. Pro Analytics: Track performance, engagement, search trends, and ticket deflection. 7. Brand Customization: Tailor design, layout, and themes. 8. Security: SOC 2 and GDPR-aligned; SSO, JWT, SAML, IP restriction. 9. Localization: 50+ languages. Powered by Eddy AI: 1. AI Search: ChatGPT-style answers from your docs for instant self-service. 2. AI Writing Agent: Generate structured docs from video, audio, text, or prompts. 3. AI Chatbot: 24/7 documentation-driven support that cuts costs. 4. AI Glossary Generator: Auto-creates glossaries for complex terms. 5. Article Summarizer: Condenses long docs into bite-sized summaries. 6. MCP Server: Connects your knowledge base to LLMs. 7. Duplicate Content Detection: Flags redundancy with precision. 8. SEO Automation: Auto-generates titles, tags, and glossaries for discoverability. Whether scaling support, streamlining internal knowledge, or building world-class product docs, Document360 brings it all together in one platform. **Average Rating:** 4.7/5.0 **Total Reviews:** 525 **How Do G2 Users Rate Document360?** - **Compliance:** 9.3/10 (Category avg: 8.8/10) - **Auditing:** 9.2/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.1/10 (Category avg: 8.7/10) - **Ease of Use:** 9.3/10 (Category avg: 9.0/10) **Who Is the Company Behind Document360?** - **Seller:** [Kovai Limited](https://www.g2.com/sellers/kovai-limited) - **Company Website:** https://www.kovai.co/ - **Year Founded:** 2009 - **HQ Location:** London - **Twitter:** @BizTalk360 (1,920 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/kovaico/ (330 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Technical Writer, Senior Technical Writer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 45% Mid-Market, 39% Small-Business #### What Are Document360's Pros and Cons? **Pros:** - Ease of Use (46 reviews) - Features (31 reviews) - Customer Support (29 reviews) - Helpful (27 reviews) - User Interface (27 reviews) **Cons:** - Missing Features (11 reviews) - Editing Difficulties (10 reviews) - Editing Limitations (9 reviews) - Expensive (9 reviews) - Limited Customization (9 reviews) ### What Do G2 Reviewers Say About Document360? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Document360, highlighting its user-friendly interface and efficient setup process. - Users value the **versatile customization** and powerful features of Document360, enhancing their documentation systems seamlessly. - Users value the **efficient customer support** from Document360, praising their fast resolution of issues and knowledgeable agents. - Users highlight the **versatility and customization** of Document360, enabling seamless integration and enhanced documentation efficiency. - Users value the **versatile and customizable user interface** of Document360, enhancing the overall user experience significantly. **Cons:** - Users desire improvements to **missing features** such as enhanced visual editing and better handling of long documents. - Users find **editing difficulties** in Document360, noting issues with lag and formatting inconsistencies when working with documents. - Users experience **editing limitations** with Document360, citing issues like lag and clunky tools when managing content. - Users criticize Document360 for its **high costs** , noting that essential features are often locked behind expensive tiers. - Users note that **limited customization** options make it challenging for non-developers to tailor their experience effectively. #### What Are Recent G2 Reviews of Document360? **"[Document360 Makes Knowledge Sharing Easy with Intuitive Management and Powerful Search](https://www.g2.com/survey_responses/document360-review-13065059)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/document360-review-13065059) --- **"[Simplifying Documentation Management with Document360](https://www.g2.com/survey_responses/document360-review-12229699)"** **Rating:** 4.0/5.0 stars *— Vignesh S.* [Read full review](https://www.g2.com/survey_responses/document360-review-12229699) --- #### What Are G2 Users Discussing About Document360? - [What is Document360 used for?](https://www.g2.com/discussions/what-is-document360-used-for) - 1 comment ### 13. [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com **Average Rating:** 4.3/5.0 **Total Reviews:** 1,604 **How Do G2 Users Rate NICE CXone?** - **Compliance:** 9.0/10 (Category avg: 8.8/10) - **Auditing:** 7.4/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.1/10 (Category avg: 8.7/10) - **Ease of Use:** 8.7/10 (Category avg: 9.0/10) **Who Is the Company Behind NICE CXone?** - **Seller:** [NiCE](https://www.g2.com/sellers/nice) - **Year Founded:** 1986 - **HQ Location:** Hoboken, New Jersey - **Twitter:** @NICELtd (14,655 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (14,099 employees on LinkedIn®) - **Ownership:** NASDAQ: NICE **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Customer Service Agent - **Top Industries:** Consumer Services, Information Technology and Services - **Company Size:** 52% Mid-Market, 34% Enterprise #### What Are NICE CXone's Pros and Cons? **Pros:** - Ease of Use (38 reviews) - Features (27 reviews) - Efficiency (26 reviews) - Helpful (21 reviews) - User Interface (15 reviews) **Cons:** - Call Issues (14 reviews) - Technical Issues (14 reviews) - Learning Curve (10 reviews) - Missing Features (10 reviews) - Poor Customer Support (10 reviews) ### What Do G2 Reviewers Say About NICE CXone? *AI-generated summary from verified user reviews* **Pros:** - Users find NICE CXone to be an **easy-to-use platform** that simplifies various organizational needs effectively. - Users value the **excellent call quality and intuitive design** of NICE CXone, enhancing professional communication and ease of use. - Users value the **efficiency** of NICE CXone, appreciating its quick updates and user-friendly automation features. - Users find NICE CXone to be exceptionally **helpful** for efficiently addressing customer issues with valuable automated responses. - Users praise the **intuitive interface** of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience. **Cons:** - Users often face **call issues** , including dropped calls and improper display, impacting overall reliability and experience. - Users face various **technical issues** with NICE CXone, including lag, outages, and unclear documentation, impacting usability. - Users struggle with the **steep learning curve** of NICE CXone, highlighting the need for improved training resources. - Users find the **missing features** in NICE CXone frustrating, particularly regarding reporting and dashboard customization limitations. - Users express frustration with **poor customer support** , finding it difficult to get timely assistance when needed. #### What Are Recent G2 Reviews of NICE CXone? **"[Reliable and Efficient Customer Experience Platform](https://www.g2.com/survey_responses/nice-cxone-review-11739091)"** **Rating:** 4.5/5.0 stars *— Alex L.* [Read full review](https://www.g2.com/survey_responses/nice-cxone-review-11739091) --- **"[Cxone Simplifies Calling and Scheduling in One Place](https://www.g2.com/survey_responses/nice-cxone-review-12717141)"** **Rating:** 4.5/5.0 stars *— Nilesh S.* [Read full review](https://www.g2.com/survey_responses/nice-cxone-review-12717141) --- #### What Are G2 Users Discussing About NICE CXone? - [How does NICE CXone enhance customer service, and what features should a new user focus on for maximum impact?](https://www.g2.com/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact) - [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) - 1 comment - [What does NICE inContact do?](https://www.g2.com/discussions/what-does-nice-incontact-do) - [When did nice acquire inContact?](https://www.g2.com/discussions/when-did-nice-acquire-incontact) - [What is inContact?](https://www.g2.com/discussions/what-is-incontact) ### 14. [CommBox](https://www.g2.com/products/commbox/reviews) CommBox: The AI Customer Engagement Platform for Enterprise CommBox is an enterprise-grade platform that unifies your customer communication -Voice, WhatsApp, Web, and Social - into a single, intelligent workspace. Unlike legacy contact centers that are voice-first, or CRMs that are record-first, CommBox is an engagement-first platform. We provide the intelligent orchestration layer that connects your front-end channels directly to your core business systems (like SAP, Salesforce, and AWS Connect). This allows enterprises to move beyond simple chat and automate the entire lifecycle of a customer request, from the first message to final resolution in your backend systems. Battle-Tested Scale & Security Trusted by over 300 global enterprises—including AIG, IKEA, and Panasonic Connect—CommBox orchestrates 100M+ annual conversations. Our platform is ISO 27001, SOC 2, and GDPR compliant, ensuring a safe, controlled, and scalable path to AI adoption in regulated industries. Key Capabilities: End-to-End Task Resolution: Our AI agents do more than answer questions; they execute business workflows. By syncing directly with your backend systems, they handle high-stakes tasks like customs clearance, insurance claims, and billing updates without manual data entry. Rapid Time-to-Value: We favor immediate impact over multi-year transformations. CommBox layers intelligence over your existing infrastructure, allowing you to deploy AI agents in weeks and deliver measurable ROI within the first month. Unified Fabric for Voice & Digital: Eliminate fragmented context. CommBox maintains a single, continuous thread of context across every channel. When a human handoff occurs, the agent has the full history and data ready for a "warm" transition. Enterprise-Grade WhatsApp: Transform the world’s most popular messaging app into a secure, managed business channel with full HQ visibility, strict governance, and advanced automation. Future-Proof CX Strategy: Adopt AI at your brand’s own pace. Start with high-impact use cases and scale company-wide as your needs evolve, ensuring your infrastructure is always ready for the next wave of innovation. **Average Rating:** 4.7/5.0 **Total Reviews:** 48 **How Do G2 Users Rate CommBox?** - **Compliance:** 10.0/10 (Category avg: 8.8/10) - **Auditing:** 10.0/10 (Category avg: 8.4/10) - **Policies and Controls:** 10.0/10 (Category avg: 8.7/10) - **Ease of Use:** 9.3/10 (Category avg: 9.0/10) **Who Is the Company Behind CommBox?** - **Seller:** [CommBox](https://www.g2.com/sellers/commbox) - **Year Founded:** 2013 - **HQ Location:** Glil-Yam, Hasharon - **LinkedIn® Page:** https://www.linkedin.com/company/commbox1/ (110 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance - **Company Size:** 40% Mid-Market, 36% Small-Business #### What Are CommBox's Pros and Cons? **Pros:** - Ease of Use (7 reviews) - Features (6 reviews) - Automation (5 reviews) - Efficiency (5 reviews) - Helpful (5 reviews) **Cons:** - Delays (2 reviews) - Bugs (1 reviews) - Complexity (1 reviews) - Complex Platform (1 reviews) - Complex Setup (1 reviews) ### What Do G2 Reviewers Say About CommBox? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of CommBox, enabling quick communication and efficient task management without technical expertise. - Users value the **centralized communication** of CommBox, enhancing efficiency, responsiveness, and improving customer service experience. - Users value the **automation capabilities** of CommBox, enhancing efficiency and streamlining customer communications across various channels. - Users value the **efficiency** of CommBox, centralizing communications and rapidly enhancing responsiveness and coordination. - Users value CommBox for its **ease of communication** , enhancing interaction with customers and streamlining agent processes. **Cons:** - Users report **delays due to unresolved bugs** in CommBox, impacting functionality and requiring frequent support interactions. - Users face persistent **bugs in the system** , leading to frequent workarounds and ongoing support requests for unresolved issues. - Users find the **complex sign-up process** of CommBox to be cumbersome, affecting initial engagement with the platform. - Users find the **complex platform** requires assistance from CommBox’s team, limiting self-service capabilities. - Users find the **complex sign up process** of CommBox frustrating, making it challenging to start using the product. #### What Are Recent G2 Reviews of CommBox? **"[CommBox Keeps Us Responsive 24/7 and Capturing Leads Around the Clock](https://www.g2.com/survey_responses/commbox-review-12411407)"** **Rating:** 5.0/5.0 stars *— Monica P.* [Read full review](https://www.g2.com/survey_responses/commbox-review-12411407) --- **"[Transformative Omni-channel Communication Hub](https://www.g2.com/survey_responses/commbox-review-12315000)"** **Rating:** 5.0/5.0 stars *— Shay Daniel H.* [Read full review](https://www.g2.com/survey_responses/commbox-review-12315000) --- #### What Are G2 Users Discussing About CommBox? - [What is CommBox used for?](https://www.g2.com/discussions/what-is-commbox-used-for) ### 15. [Ozonetel](https://www.g2.com/products/ozonetel/reviews) Ozonetel is an industry-leading provider of a unified customer experience intelligence (oneCXi) platform that empowers businesses of all sizes to engage, convert, and retain customers at scale. The all-in-one cloud-native platform brings together inbound and outbound contact center operations, AI-driven engagement, and workforce optimization, combining scalability, security, and intelligence to power exceptional customer experiences. It enables teams to deliver faster, smarter, and more personalized interactions across every touchpoint. With a proven record of: • Accelerating sales by 50%, • Increasing customer lifetime value by 280% • Reducing operational costs by up to 50% • Improving retention by 60% Ozonetel provides businesses end-to-end visibility, advanced call management, and complete control over the customer journey. Ozonetel powers over 3,500 businesses globally, including top brands such as HDFC Bank, HDB Financial Services, Angel One, TVS Motor, Nykaa, Lenskart, JD Power, Tata 1mg, Niva Bupa, and Fitness First (Landmark Group) helping them deliver exceptional experiences. The platform handles more than 7 billion customer interactions annually, enabling 300,000+ daily agent logins across 150 countries. **Average Rating:** 4.6/5.0 **Total Reviews:** 621 **How Do G2 Users Rate Ozonetel?** - **Compliance:** 9.3/10 (Category avg: 8.8/10) - **Auditing:** 9.2/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.3/10 (Category avg: 8.7/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) **Who Is the Company Behind Ozonetel?** - **Seller:** [Ozonetel](https://www.g2.com/sellers/ozonetel) - **Company Website:** https://www.ozonetel.com - **Year Founded:** 2007 - **HQ Location:** San Jose, California - **Twitter:** @Ozonetel (771 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/668578/ (353 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Associate, Assistant Manager - **Top Industries:** Financial Services, Hospital & Health Care - **Company Size:** 62% Mid-Market, 28% Small-Business #### What Are Ozonetel's Pros and Cons? **Pros:** - Ease of Use (134 reviews) - Features (95 reviews) - Call Management (86 reviews) - Call Quality (69 reviews) - Customer Support (57 reviews) **Cons:** - Call Issues (61 reviews) - Connection Issues (61 reviews) - Call Connectivity Issues (41 reviews) - Connectivity Issues (41 reviews) - Technical Issues (38 reviews) ### What Do G2 Reviewers Say About Ozonetel? *AI-generated summary from verified user reviews* **Pros:** - Users find Ozonetel's **ease of use** remarkable, enabling quick setup and convenient management of calls and recordings. - Users value Ozonetel's **versatile call handling features** , enjoying convenience in managing both inbound and outbound communications. - Users value the **effective call management** in Ozonetel, enhancing their ability to handle customer inquiries with ease. - Users value the **excellent call quality** of Ozonetel, ensuring smooth communication and efficient call management. - Users praise the **excellent customer support** of Ozonetel, highlighting its seamless integration and user-friendly navigation. **Cons:** - Users find **call issues** such as delays and drops frustrating, impacting the overall customer experience. - Users experience **connection issues** that lead to delays and unreliable support, impacting their overall experience with Ozonetel. - Users experience **call connectivity issues** , including voice problems and delays, impacting the overall functionality of Ozonetel. - Users often experience **connectivity issues** with Ozonetel, including long wait times and frequent disconnections during calls. - Users experience **technical issues** like voice problems and call drops, affecting the overall functionality and experience. #### What Are Recent G2 Reviews of Ozonetel? **"[We get good support from Ozonetel](https://www.g2.com/survey_responses/ozonetel-review-8823228)"** **Rating:** 5.0/5.0 stars *— Kishore K.* [Read full review](https://www.g2.com/survey_responses/ozonetel-review-8823228) --- **"[User friendly and helps in tracking the calling minutes](https://www.g2.com/survey_responses/ozonetel-review-8889793)"** **Rating:** 5.0/5.0 stars *— Lakshmi M.* [Read full review](https://www.g2.com/survey_responses/ozonetel-review-8889793) --- #### What Are G2 Users Discussing About Ozonetel? - [What is Ozonetel CloudAgent used for?](https://www.g2.com/discussions/what-is-ozonetel-cloudagent-used-for) - 2 comments ### 16. [Upland Panviva](https://www.g2.com/products/upland-panviva/reviews) Upland Panviva delivers AI-powered, expert-approved guidance and recommendations to build confidence and trust for contact center agents and customers. Panviva ensures complex organizations and their customer experience operations are compliant, competitive, and productive. Tailored for healthcare, health insurance, banking, utilities, and BPO organizations with large contact centers, Panviva offers flexible solutions that allow you to evolve at your own pace. From compliance-focused manual knowledge management to fully AI-powered, seamlessly integrated guidance across your contact center ecosystem, Panviva grows with you. Experience the productivity power of Panviva and transform your organization's knowledge delivery while maintaining strict compliance standards, all backed by deep industry expertise. **Average Rating:** 4.6/5.0 **Total Reviews:** 92 **How Do G2 Users Rate Upland Panviva?** - **Compliance:** 9.0/10 (Category avg: 8.8/10) - **Auditing:** 8.7/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.7/10 (Category avg: 8.7/10) - **Ease of Use:** 9.1/10 (Category avg: 9.0/10) **Who Is the Company Behind Upland Panviva?** - **Seller:** [Upland Software](https://www.g2.com/sellers/upland-software) - **Company Website:** https://uplandsoftware.com/ - **Year Founded:** 2010 - **HQ Location:** Austin, TX - **LinkedIn® Page:** https://www.linkedin.com/company/3139095/ (815 employees on LinkedIn®) - **Ownership:** NASDAQ:UPLD **Who Uses This Product?** - **Top Industries:** Hospital & Health Care, Insurance - **Company Size:** 51% Mid-Market, 41% Enterprise #### What Are Upland Panviva's Pros and Cons? **Pros:** - Accuracy (1 reviews) - Analytics (1 reviews) - Daily Use (1 reviews) - Ease of Learning (1 reviews) - Ease of Use (1 reviews) **Cons:** - Customization Issues (1 reviews) - Error Issues (1 reviews) - Integration Issues (1 reviews) - Limited Capabilities (1 reviews) - Limited Customization (1 reviews) ### What Do G2 Reviewers Say About Upland Panviva? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **accuracy** of Upland Panviva, finding it essential for efficient real-time resource management in critical industries. - Users value the **real-time analytics** of Upland Panviva, enhancing efficiency and accuracy in critical resource management. - Users value the **versatile daily use** of Upland Panviva for various instructional and product needs. - Users value the **ease of learning** with Upland Panviva, finding information structured and readily accessible. - Users enjoy the **ease of use** of Upland Panviva, leveraging it daily for various instructional and product materials. **Cons:** - Users often face **customization issues** with Upland Panviva, finding it challenging to tailor the system to specific needs. - Users report occasional **system glitches with images** , though they find these issues manageable and easy to work around. - Users face **integration issues** with Upland Panviva, finding it challenging to tailor the product to specific company needs. - Users find **limited capabilities** in tailoring Upland Panviva to specific needs, complicating integration with multi-platform systems. - Users find **limited customization** options challenging, making it difficult to tailor Upland Panviva to specific needs. #### What Are Recent G2 Reviews of Upland Panviva? **"[Real use of Panviva, my honest review](https://www.g2.com/survey_responses/upland-panviva-review-10799785)"** **Rating:** 5.0/5.0 stars *— Dr. Will Hernando R.* [Read full review](https://www.g2.com/survey_responses/upland-panviva-review-10799785) --- **"[All Our Content in One Place for Every User](https://www.g2.com/survey_responses/upland-panviva-review-12472611)"** **Rating:** 5.0/5.0 stars *— Jennefer R.* [Read full review](https://www.g2.com/survey_responses/upland-panviva-review-12472611) --- #### What Are G2 Users Discussing About Upland Panviva? - [How does Panviva support your knowledge management needs, and do you recommend it for large teams?](https://www.g2.com/discussions/how-does-panviva-support-your-knowledge-management-needs-and-do-you-recommend-it-for-large-teams) ### 17. [Procedureflow](https://www.g2.com/products/procedureflow/reviews) Procedureflow transforms complex operating procedures into structured visual workflows that people and AI agents can follow in real time. Teams receive step-by-step guidance in the flow of work, while AI agents access governed, structured knowledge through APIs. Procedureflow integrates with enterprise systems to deliver guidance directly where work happens and provide insights into process adoption, execution, and operational performance. Procedureflow is the AI knowledge infrastructure for guided execution: visual by design, governed by default, and machine-readable from day one. Built for regulated, high-stakes operations across financial services, insurance, utilities, healthcare, government, and retail, Procedureflow helps organizations standardize execution at scale. The result is faster onboarding, audit-ready operations, reduced operational risk, and one governed source of truth for both humans and AI. No more static PDFs, outdated wikis, or hallucinated answers for the work that matters most. Proven results across 120+ organizations. **Average Rating:** 4.7/5.0 **Total Reviews:** 46 **How Do G2 Users Rate Procedureflow?** - **Compliance:** 8.7/10 (Category avg: 8.8/10) - **Auditing:** 9.0/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.3/10 (Category avg: 8.7/10) - **Ease of Use:** 9.6/10 (Category avg: 9.0/10) **Who Is the Company Behind Procedureflow?** - **Seller:** [ProcedureFlow](https://www.g2.com/sellers/procedureflow) - **Company Website:** https://procedureflow.com - **Year Founded:** 2015 - **HQ Location:** Saint John, NB - **Twitter:** @ProcedureFlow (355 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/9425110/ (69 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 48% Mid-Market, 35% Enterprise #### What Are Recent G2 Reviews of Procedureflow? **"[Procedureflow is a great tool](https://www.g2.com/survey_responses/procedureflow-review-12874082)"** **Rating:** 5.0/5.0 stars *— Jamilah P.* [Read full review](https://www.g2.com/survey_responses/procedureflow-review-12874082) --- **"[Puzzle-Like Mapping That Makes Processes Clear and Enjoyable](https://www.g2.com/survey_responses/procedureflow-review-13051434)"** **Rating:** 5.0/5.0 stars *— Danielle W.* [Read full review](https://www.g2.com/survey_responses/procedureflow-review-13051434) --- #### What Are G2 Users Discussing About Procedureflow? - [What is ProcedureFlow used for?](https://www.g2.com/discussions/what-is-procedureflow-used-for) - 1 comment ### 18. [Knowmax](https://www.g2.com/products/knowmax/reviews) Knowmax is an AI knowledge management platform that helps enterprises deliver consistent, accurate, and high-quality customer experiences across all touchpoints. It ensures seamless knowledge flow across assisted channels such as contact centers, field service, and retail, as well as digital platforms like websites, mobile apps, and chatbots by using a single source of truth for an omni-channel experience. With Agentic AI capabilities, Knowmax enables intelligent, goal-oriented support by proactively surfacing the right information at the right time. This empowers agents to resolve queries faster while improving decision-making and operational efficiency. Knowmax is a multilingual platform, making it ideal for global organizations looking to deliver localized and inclusive support experiences. It also supports compliance standards such as SOC II, GDPR, ISO, HIPAA, ensuring data security and regulatory adherence for sensitive industries. The platform has native integrations with leading CRM, CCaaS, and enterprise systems, such as Genesys, Salesforce, SAP, Zendesk, and Freshworks, as well as WebHooks and APIs that help embed knowledge directly into existing workflows. **Average Rating:** 4.6/5.0 **Total Reviews:** 32 **How Do G2 Users Rate Knowmax?** - **Compliance:** 9.0/10 (Category avg: 8.8/10) - **Auditing:** 8.8/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.8/10 (Category avg: 8.7/10) - **Ease of Use:** 9.2/10 (Category avg: 9.0/10) **Who Is the Company Behind Knowmax?** - **Seller:** [Knowmax](https://www.g2.com/sellers/knowmax) - **Year Founded:** 2019 - **HQ Location:** Gurgaon, Haryana - **Twitter:** @knowmax (9 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/knowmax/ (31 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Telecommunications - **Company Size:** 56% Mid-Market, 29% Enterprise #### What Are Knowmax's Pros and Cons? **Pros:** - Ease of Use (12 reviews) - Easy Access (7 reviews) - Intuitive (6 reviews) - Simple (6 reviews) - User Interface (6 reviews) **Cons:** - Limited Customization (3 reviews) - AI Limitations (2 reviews) - Complexity (2 reviews) - Inefficient Search (2 reviews) - Layout Issues (2 reviews) ### What Do G2 Reviewers Say About Knowmax? *AI-generated summary from verified user reviews* **Pros:** - Users find Knowmax's **ease of use** remarkable, enabling swift access to reliable knowledge and efficient training. - Users value the **easy access** of Knowmax, highlighting its user-friendly interface and efficient knowledge retrieval. - Users praise Knowmax for its **intuitive interface** , enhancing ease of use and boosting efficiency in support operations. - Users value Knowmax for its **intuitive knowledge management** and interactive features, enhancing agent efficiency and customer support. - Users appreciate the **intuitive user interface** of Knowmax, facilitating easy access to organized and reliable knowledge. **Cons:** - Users note that the **limited customization** options hinder flexibility and could improve overall usability and performance. - Users note the **limitations of AI features** due to security restrictions and complexities in the admin interface. - Users find the **complex admin interface** cumbersome, making workflow creation and navigation more difficult than necessary. - Users find the **search functionality inefficient** , suggesting improvements in logic and voice input for better usability. - Users find **layout issues** challenging, noting complex navigation and limited customization hindering overall experience. #### What Are Recent G2 Reviews of Knowmax? **"[Interactive Decision Trees Enhance Seller Support](https://www.g2.com/survey_responses/knowmax-review-11507394)"** **Rating:** 5.0/5.0 stars *— pooja r.* [Read full review](https://www.g2.com/survey_responses/knowmax-review-11507394) --- **"[Ease of Access Makes All the Difference](https://www.g2.com/survey_responses/knowmax-review-12292811)"** **Rating:** 5.0/5.0 stars *— Verified User in Consumer Services* [Read full review](https://www.g2.com/survey_responses/knowmax-review-12292811) --- #### What Are G2 Users Discussing About Knowmax? - [What is an integral part of knowledge management?](https://www.g2.com/discussions/what-is-an-integral-part-of-knowledge-management) - [What are knowledge management tools?](https://www.g2.com/discussions/what-are-knowledge-management-tools) - [What does a knowledge management system do?](https://www.g2.com/discussions/what-does-a-knowledge-management-system-do) - 2 comments - [What is the use of Knowmax?](https://www.g2.com/discussions/what-is-the-use-of-knowmax) ### 19. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise. **Average Rating:** 4.3/5.0 **Total Reviews:** 676 **How Do G2 Users Rate Sprinklr Service?** - **Compliance:** 8.5/10 (Category avg: 8.8/10) - **Auditing:** 8.3/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.3/10 (Category avg: 8.7/10) - **Ease of Use:** 8.3/10 (Category avg: 9.0/10) **Who Is the Company Behind Sprinklr Service?** - **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr) - **Company Website:** https://www.sprinklr.com - **Year Founded:** 2009 - **HQ Location:** New York - **Twitter:** @Sprinklr (38,047 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,380 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Social Media Manager, Community Manager - **Top Industries:** Consumer Services, Marketing and Advertising - **Company Size:** 41% Enterprise, 30% Mid-Market #### What Are Sprinklr Service's Pros and Cons? **Pros:** - Ease of Use (81 reviews) - Features (64 reviews) - Helpful (52 reviews) - Efficiency (47 reviews) - Customer Support (37 reviews) **Cons:** - Complexity (29 reviews) - Learning Curve (27 reviews) - Missing Features (26 reviews) - Slow Loading (23 reviews) - Steep Learning Curve (21 reviews) ### What Do G2 Reviewers Say About Sprinklr Service? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Sprinklr Service, finding it simple and effective for managing customer experience. - Users appreciate the **user-friendly interface** of Sprinklr Service, enhancing convenience and engagement across social media platforms. - Users value the **professional and skilled support team** of Sprinklr Service, enhancing their overall experience and satisfaction. - Users value the **efficiency** of Sprinklr Service, enjoying seamless management and tailored solutions for their business needs. - Users appreciate the **first-class customer support** of Sprinklr Service, noting its availability and commitment to enhancing experiences. **Cons:** - Users find the **complexity of features** overwhelming, especially new users, leading to confusion and performance issues. - Users face a **steep learning curve** with Sprinklr Service, requiring time and training to become proficient. - Users experience **missing features** in Sprinklr Service, requiring native posting for some tasks and impacting workflow efficiency. - Users experience **slow loading** times when fetching keywords and creating cases, impacting their efficiency and satisfaction. - Users often face a **steep learning curve** with Sprinklr Service, making it challenging for new or smaller teams. #### What Are Recent G2 Reviews of Sprinklr Service? **"[Customizable Rules Engine and Regex Detection for Proactive Outage Alerts](https://www.g2.com/survey_responses/sprinklr-service-review-13083125)"** **Rating:** 5.0/5.0 stars *— Asrul R.* [Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-13083125) --- **"[Streamlines Social Media Management Perfectly](https://www.g2.com/survey_responses/sprinklr-service-review-8587157)"** **Rating:** 5.0/5.0 stars *— Waqar A.* [Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-8587157) --- ### 20. [DevRev](https://www.g2.com/products/devrev-devrev/reviews) DevRev Computer is an AI-powered work platform that connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, meeting notes) into a unified knowledge graph. Data is synced from existing tools through a connector layer called AirSync. Computer searches across all connected systems, takes actions on behalf of users, automates workflows, and generates insights grounded in business context. It supports automated ticket resolution, customer account research, sales pipeline analysis, and cross-team reporting through purpose-built apps and custom AI agents. Available as a desktop app, mobile app, and browser interface. **Average Rating:** 4.3/5.0 **Total Reviews:** 209 **How Do G2 Users Rate DevRev?** - **Compliance:** 7.9/10 (Category avg: 8.8/10) - **Auditing:** 7.7/10 (Category avg: 8.4/10) - **Policies and Controls:** 7.7/10 (Category avg: 8.7/10) - **Ease of Use:** 8.5/10 (Category avg: 9.0/10) **Who Is the Company Behind DevRev?** - **Seller:** [DevRev](https://www.g2.com/sellers/devrev) - **Company Website:** https://devrev.ai/ - **Year Founded:** 2020 - **HQ Location:** Palo Alto, CA - **Twitter:** @devrev (3,269 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/devrev/ (937 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Product Manager, HR Specialist - **Top Industries:** Computer Software, Financial Services - **Company Size:** 54% Mid-Market, 33% Small-Business #### What Are DevRev's Pros and Cons? **Pros:** - Ease of Use (51 reviews) - Efficiency (48 reviews) - Features (46 reviews) - Helpful (36 reviews) - Insights (27 reviews) **Cons:** - Missing Features (29 reviews) - Limited Features (20 reviews) - Lack of Features (18 reviews) - Learning Curve (18 reviews) - Not Intuitive (16 reviews) ### What Do G2 Reviewers Say About DevRev? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of DevRev, noting its user-friendly interface and seamless navigation. - Users commend the **efficiency** of DevRev, noting its rapid navigation and responsiveness enhances their support experience. - Users appreciate the **intuitive and powerful features** of DevRev, enhancing communication and operational efficiency across teams. - Users commend DevRev's **intuitive platform** , seamless communication, flexible workflows, and responsive support team, enhancing overall productivity. - Users value the **robust functionality and insightful analytics** of DevRev, enhancing their customer engagement experience. **Cons:** - Users find several **missing features** in DevRev, particularly around automation, reporting, and cohort creation. - Users note the **limited features** of DevRev, which restricts automation, reporting, and user flow analysis capabilities. - Users find a **lack of features** in DevRev, impacting automation and reporting capabilities, but improvements are noted. - Users find the **learning curve steep** , making it challenging for non-tech individuals to navigate DevRev effectively. - Users find the product **not intuitive** , making it challenging for non-tech teams to navigate and utilize effectively. #### What Are Recent G2 Reviews of DevRev? **"[Powerful Traceability, Though Weighed Down by Complex Onboarding](https://www.g2.com/survey_responses/devrev-review-12756836)"** **Rating:** 4.0/5.0 stars *— Tushar M.* [Read full review](https://www.g2.com/survey_responses/devrev-review-12756836) --- **"[Great customer support agent and good set of connectors and nodes in workflow builder.](https://www.g2.com/survey_responses/devrev-review-10455174)"** **Rating:** 4.5/5.0 stars *— Vinod K.* [Read full review](https://www.g2.com/survey_responses/devrev-review-10455174) --- ### 21. [Shelf](https://www.g2.com/products/shelf-shelf/reviews) Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf's MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics and automate content publishing to every channel. Rated #1 for ease of use. **Average Rating:** 4.7/5.0 **Total Reviews:** 135 **How Do G2 Users Rate Shelf?** - **Compliance:** 9.4/10 (Category avg: 8.8/10) - **Auditing:** 9.1/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.4/10 (Category avg: 8.7/10) - **Ease of Use:** 9.4/10 (Category avg: 9.0/10) **Who Is the Company Behind Shelf?** - **Seller:** [Shelf](https://www.g2.com/sellers/shelf) - **Company Website:** https://shelf.io - **HQ Location:** Stamford, CT - **Twitter:** @shelf_io (1,226 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10614850/ (235 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Consumer Services - **Company Size:** 57% Mid-Market, 28% Enterprise #### What Are Shelf's Pros and Cons? **Pros:** - Ease of Use (2 reviews) - AI Features (1 reviews) - AI Technology (1 reviews) - Artificial Intelligence (1 reviews) - Centralization (1 reviews) **Cons:** - Editing Difficulties (1 reviews) - Editing Limitations (1 reviews) - Inefficiency (1 reviews) - Inefficient Search (1 reviews) - Inefficient Search Function (1 reviews) ### What Do G2 Reviewers Say About Shelf? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of finding information** in Shelf, which saves time and keeps everything organized. - Users benefit from Shelf's **AI optimization** , ensuring their chatbots provide accurate answers to all customer inquiries. - Users appreciate how Shelf's **AI optimization** simplifies knowledge management, enhancing chatbot effectiveness for better responses. - Users value Shelf for its ability to **optimize knowledge for AI chatbots** , ensuring accurate answers for all customers. - Users appreciate the **centralization** of Shelf, enjoying easy access to information and streamlined processes in one place. **Cons:** - Users find the **editing difficulties** in Shelf challenging, especially when multiple collaborators need to work on a gem at once. - Users find the **editing limitations** of Shelf challenging, as simultaneous edits by multiple users are not supported. - Users find the **inefficiency in search functionality** of Shelf frustrating, often requiring extra effort to locate documents quickly. - Users find the **inefficient search** in Shelf frustrating, as it complicates finding documents quickly when needed. - Users find the **inefficient search function** frustrating as it often requires extra effort to find documents quickly. #### What Are Recent G2 Reviews of Shelf? **"[Great Clarity and Ease of Use You Can Rely on Again and Again](https://www.g2.com/survey_responses/shelf-review-12493143)"** **Rating:** 5.0/5.0 stars *— Verified User in Leisure, Travel & Tourism* [Read full review](https://www.g2.com/survey_responses/shelf-review-12493143) --- **"[Keeps Everything Organized, But Search Could Be Smoother](https://www.g2.com/survey_responses/shelf-review-11832957)"** **Rating:** 4.0/5.0 stars *— Liza Marie A.* [Read full review](https://www.g2.com/survey_responses/shelf-review-11832957) --- #### What Are G2 Users Discussing About Shelf? - [What does Shelf do?](https://www.g2.com/discussions/what-does-shelf-do) - [What advantages does commercial off the shelf software provide over custom software?](https://www.g2.com/discussions/what-advantages-does-commercial-off-the-shelf-software-provide-over-custom-software) - [What is the difference between off the shelf and custom software?](https://www.g2.com/discussions/what-is-the-difference-between-off-the-shelf-and-custom-software) - [Which software is usually available off the shelf?](https://www.g2.com/discussions/which-software-is-usually-available-off-the-shelf) ### 22. [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews) Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day. **Average Rating:** 4.6/5.0 **Total Reviews:** 151 **How Do G2 Users Rate Puzzel CX Platform?** - **Compliance:** 8.9/10 (Category avg: 8.8/10) - **Auditing:** 7.8/10 (Category avg: 8.4/10) - **Policies and Controls:** 8.1/10 (Category avg: 8.7/10) - **Ease of Use:** 8.7/10 (Category avg: 9.0/10) **Who Is the Company Behind Puzzel CX Platform?** - **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel) - **Company Website:** https://www.puzzel.com - **HQ Location:** Alna District, Oslo - **LinkedIn® Page:** https://www.linkedin.com/company/18006024 (345 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Telecommunications, Oil & Energy - **Company Size:** 51% Mid-Market, 24% Small-Business #### What Are Puzzel CX Platform's Pros and Cons? **Pros:** - Ease of Use (63 reviews) - Helpful (47 reviews) - Customer Support (46 reviews) - Efficiency (35 reviews) - User Interface (27 reviews) **Cons:** - Missing Features (14 reviews) - Limited Customization (13 reviews) - Complexity (9 reviews) - Learning Curve (9 reviews) - Poor Reporting (8 reviews) ### What Do G2 Reviewers Say About Puzzel CX Platform? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Puzzel CX Platform, highlighting its simple interface and user-friendly call management. - Users commend Puzzel CX Platform for its **reliable and flexible contact centre solution** , enhancing performance in regulated environments. - Users praise the **responsive customer support** from Puzzel, highlighting quick assistance that enhances their operational efficiency. - Users commend the **high efficiency** of Puzzel CX Platform, enabling effective management and insightful performance monitoring. - Users commend the **user-friendly interface** of Puzzel CX Platform, which effectively balances simplicity with robust functionality. **Cons:** - Users express concerns about **missing features** , including limited data insights and insufficient customization options for specific needs. - Users find the **limited customization** options restrict their data insights and affect overall platform effectiveness. - Users find the **complexity of setup and configuration** challenging, especially with permissions and reporting features. - Users find the **learning curve challenging** , requiring time to effectively utilize the Puzzel CX Platform's features. - Users find the **reporting capabilities inadequate** , requiring external tools for effective data analysis and custom reports. #### What Are Recent G2 Reviews of Puzzel CX Platform? **"[Comprehensive Platform with Room for Improvement](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13062826)"** **Rating:** 4.0/5.0 stars *— Verified User* [Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13062826) --- **"[Puzzel: Rapid, flexible deployments that adapt to changing requirements](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13048747)"** **Rating:** 4.5/5.0 stars *— Joe T.* [Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13048747) --- ### 23. [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments **Average Rating:** 4.1/5.0 **Total Reviews:** 244 **How Do G2 Users Rate 8x8 Contact Center?** - **Compliance:** 8.3/10 (Category avg: 8.8/10) - **Auditing:** 6.7/10 (Category avg: 8.4/10) - **Policies and Controls:** 6.7/10 (Category avg: 8.7/10) - **Ease of Use:** 8.3/10 (Category avg: 9.0/10) **Who Is the Company Behind 8x8 Contact Center?** - **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0) - **Company Website:** https://www.8x8.com - **Year Founded:** 1987 - **HQ Location:** San Jose, CA - **Twitter:** @8x8 (11,056 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/8x8 (2,811 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Operations Manager - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 54% Mid-Market, 36% Small-Business #### What Are 8x8 Contact Center's Pros and Cons? **Pros:** - Ease of Use (37 reviews) - Helpful (26 reviews) - Customer Support (24 reviews) - Features (19 reviews) - Efficiency (17 reviews) **Cons:** - Missing Features (11 reviews) - Poor Customer Support (11 reviews) - Call Management (7 reviews) - Complexity (7 reviews) - Integration Issues (7 reviews) ### What Do G2 Reviewers Say About 8x8 Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use and implementation** of 8x8 Contact Center, enhancing operational efficiency and communication. - Users commend the **helpful customer support** of 8x8 Contact Center, ensuring quick assistance and satisfaction. - Users value the **responsive customer support** of 8x8 Contact Center, appreciating their quick and helpful assistance. - Users value the **omnichannel support** and analytics of 8x8 Contact Center, enhancing customer interaction and service efficiency. - Users value the **efficiency** of 8x8 Contact Center, enhancing customer service and operational scalability seamlessly. **Cons:** - Users find the **missing features** of 8x8 Contact Center limiting, hindering effective administration and user experience. - Users express frustration with **poor customer support** , highlighting unhelpful chatbots and lack of effective administration. - Users find the **call management process cumbersome** , struggling with multiple platforms and complex settings. - Users find the **complexity** of the 8x8 Contact Center settings frustrating, impacting usability and admin efficiency. - Users express frustration over **integration issues** with Zoho ERP and other call center services, complicating their experience. #### What Are Recent G2 Reviews of 8x8 Contact Center? **"[Feature-Rich, Easy-to-Use Contact Center with Streamlined Onboarding and CRM Integration](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758)"** **Rating:** 5.0/5.0 stars *— William N.* [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758) --- **"[Efficient Service with Personable Support, AI Needs Improvement](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)"** **Rating:** 4.0/5.0 stars *— Sam C.* [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729) --- #### What Are G2 Users Discussing About 8x8 Contact Center? - [What is 8x8 Contact Center used for?](https://www.g2.com/discussions/what-is-8x8-contact-center-used-for) ### 24. [Capacity](https://www.g2.com/products/capacity/reviews) Capacity is a unified CX Automation Platform engineered to eliminate the operational chaos of rising support costs, fragmented technology, and increasing customer expectations. Built specifically for the modern contact center, Capacity connects your enterprise knowledge, data, and systems into a single AI Knowledge Orchestration Layer. This "train once, use everywhere" approach allows organizations to power virtual agents, agent assist, and outbound campaigns from one unified source of truth, ensuring consistent and accurate answers across every channel. Our Solution Suites Capacity replaces the need for 4–5 disconnected AI point solutions with an integrated end-to-end platform: AI Agent Suite (Inbound): Delivers 24/7 automated support across voice, chat, email, and SMS. It is designed to deflect high volumes of repetitive inquiries, significantly reducing the cost-to-serve while improving CSAT. Agent Assist Suite: Empowers human agents during live interactions with real-time guidance, instant answers, and next-best-action recommendations. This reduces Average Handle Time (AHT) and accelerates agent speed-to-competency. Post-Interaction Suite: Automates manual post-call work through Automated QA, which scores 100% of interactions , and Interaction Summaries that generate concise conversation logs for supervisors and downstream systems. Outbound Campaigns: Drives revenue by automating proactive outreach via SMS and voice to accelerate lead capture, manage bookings, and reduce appointment no-shows. Why Leading Contact Centers Choose Capacity Unified Intelligence: Unlike vendors that offer siloed tools for different channels, Capacity provides one implementation, one workflow, and one dashboard. Data-Driven Design: We use conversational intelligence to analyze your existing call transcripts and chat logs, ensuring your virtual agents are purpose-built on real performance data rather than guesswork. Continuous Optimization: Our built-in Learning Loop identifies new automation opportunities and coaching needs weekly, ensuring the platform gets smarter with every interaction. Rapid Time to Value: Leveraging a pre-trained conversational AI foundation (including proprietary LLMs, ASR, and TTS), Capacity can be deployed in weeks, not months. By unifying the entire customer journey, from proactive outreach to post-interaction analysis, Capacity helps organizations scale efficiently, reduce operational costs by millions, and deliver exceptional service. **Average Rating:** 4.7/5.0 **Total Reviews:** 93 **How Do G2 Users Rate Capacity?** - **Compliance:** 8.3/10 (Category avg: 8.8/10) - **Auditing:** 9.4/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.1/10 (Category avg: 8.7/10) - **Ease of Use:** 9.2/10 (Category avg: 9.0/10) **Who Is the Company Behind Capacity?** - **Seller:** [Capacity](https://www.g2.com/sellers/capacity) - **Year Founded:** 2017 - **HQ Location:** University City, Missouri - **Twitter:** @GoCapacity (522 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/teamcapacity/ (705 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Retail - **Company Size:** 40% Mid-Market, 33% Small-Business #### What Are Capacity's Pros and Cons? **Pros:** - Ease of Use (7 reviews) - Helpful (7 reviews) - Efficiency (6 reviews) - Customer Support (5 reviews) - Easy Setup (5 reviews) **Cons:** - Complex Setup (2 reviews) - Difficult Setup (2 reviews) - Inadequate Features (2 reviews) - Lack of Features (2 reviews) - Learning Curve (2 reviews) ### What Do G2 Reviewers Say About Capacity? *AI-generated summary from verified user reviews* **Pros:** - Users find Capacity **very easy to use** , with customizable features and helpful support enhancing their experience. - Users praise the **exceptional support team** at Capacity, enhancing collaboration and fostering successful project outcomes. - Users value the **efficiency** of Capacity, enjoying streamlined workflows and significant time savings in communication. - Users highlight the **exceptional customer support** at Capacity, making collaboration seamless and enhancing overall experience. - Users praise the **easy setup** of Capacity, making transitions seamless and enhancing overall efficiency in support processes. **Cons:** - Users note that the **complex setup** of Capacity requires significant time and planning for effective implementation. - Users find the **difficult setup** of Capacity requires significant time and a dedicated team for successful implementation. - Users point out the **inadequate features** of Capacity, specifically lacking essential tools like asset management. - Users find the **lack of features** in Capacity, such as asset management, limits its effectiveness for their needs. - Users note a significant **learning curve** with Capacity, requiring time and proper guidance for effective setup. #### What Are Recent G2 Reviews of Capacity? **"[User-Friendly with Top-Notch Support](https://www.g2.com/survey_responses/capacity-review-12643822)"** **Rating:** 5.0/5.0 stars *— Brooke A.* [Read full review](https://www.g2.com/survey_responses/capacity-review-12643822) --- **"[Powerful Chatbots, Seamless Helpdesk Integration, and Outstanding Support](https://www.g2.com/survey_responses/capacity-review-12686140)"** **Rating:** 5.0/5.0 stars *— Verified User in Higher Education* [Read full review](https://www.g2.com/survey_responses/capacity-review-12686140) --- #### What Are G2 Users Discussing About Capacity? - [What is LumenVox Automated Speech Recognition (ASR) used for?](https://www.g2.com/discussions/what-is-lumenvox-automated-speech-recognition-asr-used-for) - [What is Textel used for?](https://www.g2.com/discussions/textel-what-is-textel-used-for) - [What is Textel used for?](https://www.g2.com/discussions/what-is-textel-used-for) - [What is Capacity used for?](https://www.g2.com/discussions/what-is-capacity-used-for) - 1 comment ### 25. [Stonly](https://www.g2.com/products/stonly/reviews) Stonly is the modern knowledge platform for customer service. We help companies drive fast, accurate resolutions with step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for agents and customers. Unlike other knowledge platforms, Stonly’s knowledge is interactive (instead of static) and delivered when and where people need it. That means it gets used much more often and can handle every case that comes its way. Use AI to leverage your knowledge to respond to each request with the ideal solution—be it an easy answer or in-depth guidance. You can control the answers and handle every question well, even the most critical and complex ones. Easily create great knowledge content and keep it up to date and accurate. We’ll give you the tools to collect feedback, measure, and improve the impact of knowledge on your business. Integrate with all of your tools and processes, including Zendesk, Salesforce Service Cloud, Freshworks, HubSpot, and more. Learn how Stonly empowers thousands of companies to support millions of customers at https://stonly.com/ **Average Rating:** 4.8/5.0 **Total Reviews:** 131 **How Do G2 Users Rate Stonly?** - **Compliance:** 9.2/10 (Category avg: 8.8/10) - **Auditing:** 9.1/10 (Category avg: 8.4/10) - **Policies and Controls:** 9.3/10 (Category avg: 8.7/10) - **Ease of Use:** 9.0/10 (Category avg: 9.0/10) **Who Is the Company Behind Stonly?** - **Seller:** [Stonly](https://www.g2.com/sellers/stonly) - **Year Founded:** 2018 - **HQ Location:** Paris, FR - **Twitter:** @stonly (3 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/stonly/ (64 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 58% Small-Business, 34% Mid-Market #### What Are Stonly's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Features (5 reviews) - Helpful (5 reviews) - Intuitive (5 reviews) - Easy Implementation (4 reviews) **Cons:** - Missing Features (3 reviews) - Lack of Features (2 reviews) - Time Consumption (2 reviews) - Button Issues (1 reviews) - Chatbot Issues (1 reviews) ### What Do G2 Reviewers Say About Stonly? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **exceptional ease of use** of Stonly, facilitating efficient updates and clear navigation for guides. - Users highlight the **exceptional support and ease of use** of Stonly, appreciating its powerful features and integration. - Users appreciate the **user-friendly interface** of Stonly, enhancing communication and engagement with partners and customers. - Users praise the **intuitive interface** of Stonly, making it easy to update and support customers effectively. - Users value the **easy implementation** of Stonly, appreciating its seamless integration and user-friendly interface. **Cons:** - Users note a lack of **complementary features** , though these are not deemed critical for business operations. - Users note the **lack of features** but acknowledge it doesn't impact their critical business needs significantly. - Users find the **time consumption** related to managing multiple widgets and needing developer assistance to embed Stonly challenging. - Users often express frustration with **button issues** that hinder functionality and affect user interaction significantly. - Users struggle with **chatbot issues** , finding it challenging to integrate chat functions effectively with Stonly. #### What Are Recent G2 Reviews of Stonly? **"[I literally recommend them on every call I have with EVERY vendor and potential vendor](https://www.g2.com/survey_responses/stonly-review-10331547)"** **Rating:** 5.0/5.0 stars *— Thomas J.* [Read full review](https://www.g2.com/survey_responses/stonly-review-10331547) --- **"[It's the best](https://www.g2.com/survey_responses/stonly-review-10630489)"** **Rating:** 4.5/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/stonly-review-10630489) --- #### What Are G2 Users Discussing About Stonly? - [What is Stonly used for?](https://www.g2.com/discussions/what-is-stonly-used-for) ## What Is Contact Center Knowledge Base Software? [Call & Contact Center Software](https://www.g2.com/categories/call-contact-center) ## What Software Categories Are Similar to Contact Center Knowledge Base Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Help Desk Software](https://www.g2.com/categories/help-desk) - [Live Chat Software](https://www.g2.com/categories/live-chat)