Knowledge Management Systems
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Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
Enterprise AI Search, Intranet, and Wiki in one platform. Guru lives in tools organizations already use, so no need to context switch. Users can find info across any app, have an expert help if the info can't be found, and let Guru proactively identify knowledge gaps, duplicate knowledge,…
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk…
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VKS - Visual Knowledge Share is a technology company that specializes in providing work instruction software for manufacturing companies headquartered in Canada and boasting customers worldwide. VKS software is designed to make it simple for manufacturing companies to create visual,…
6D's Ventas is an integrated sales and distribution platform for telecoms, that combines distributor management, inventory management, point-of-sale, commission management, advanced data visualization and BI, sales force management and knowledge management. The telecom sales and…
Nucla is an Ecosystem Knowledge Management Platform used to dynamically aggregate and share company data. Its goals are to breakdown silos across the enterprise, enhance visibility of engagement with the ecosystem and engage stakeholders with interactive reports.
Process Shepherd's decision-tree system guides agents through complex business processes step by step, to ensure accuracy and ease of execution. By strengthening compliance measures, shortening the time to full productivity, and lessening the handling time for each task, the agent…
VIRNECT View is an extended reality (XR) information and data visualization solution. Users can check work information and operation data such as work manuals and safety guides right on the spot on a phone, and make informed decisions.
SlidePresenter is a software solution that allows companies to create, manage and distribute video content. It is designed to meet the needs of large enterprises that use videos for training and education purposes – either for formal learning formats or employee-generated content.…
MeisterNote is note taking software, from MeisterLabs. It features content creation and editing capabilities, alongside collaborative functionality, supporting online documentation and team information processing. Suggested use cases are team knowledge bases, meeting management, internal…
Aderant Drive enables data-rich law firm client portals that provide firms and their clients with a platform to collaborate and interact with information in a secure environment. Leveraging firm’s existing technology and the security protocols of the Office 365 ecosystem, Drive aims…
OneBar is an AI-driven Knowledge Management solution. It lives in Slack and helps teams preserve important information or answer questions automatically. OneBar has a built-in Q&A knowledge base or it can connect to external sources like Confluence or Google Drive.
Archbee combines advanced documentation features and a company-wide collaborative workspace to manage product knowledge in a streamlined platform. Archbee enables teams to build product docs, dev guides and API references.
xFind offers a simple way to deal with complicated data. xFind's Contextual AI engine automatically provides: xPlore - No-search federated retrieval of relevant case-related knowledge to the agent, no need for keyword searchingxTend - No-tag retrieval of case trend Insights and analytics…
Figshare is a repository where users can make their data, papers, code, media and other research outputs available in a citable, shareable and discoverable manner. Research outputs can be shared privately with collaborators or made public in the name of open research or to comply…
Centralpoint is a Digital Experience Platform (DXP) available either On Premise or Cloud. The vendor states it offers over 220 out of the box functions to manage the entire digital enterprise, in whole or in part, microsites, Mobile, Document Management, MDM (auto apply metadata…
EV Self Help is employee self-service software. The vendor says that with it, users will have a more engaging and dynamic way to leverage knowledge to help themselves, the same way they would interact with a human but with natural language processing (NLP) and contextualization.
Talla is an AI Powered Prediction, Automation, and Augmentation for Service and Support Teams from the company of the same name headquartered in Boston.
To help users locate relevant expertise within a law firm, Intapp Experience puts all the needed information at the user's fingertips. Intapp Experience helps capture and leverage a firm’s collective experience, using an AI-based approach that sources current, comprehensive, and…
KMS Lighthouse headquartered in Petach Tikva offers a knowledge system designed to boost productivity and efficiency with digitized knowledge that’s easy to update, collaborate, share, or provide feedback in real-time. A SaaS knowledge management system, the vendor boasts native…
Clarivate Analytics headquartered in Philadelphia offers the Converis education platform, a research publication, graduate research and graduate student workflow management application.
IntelligenceBank KM is a knowledge management solution providing the storage and searching of documents, managing documents, as well as forms and online workflow. With its customizable databases anything that might be managed in a spreadsheet can be managed online. Users can run…
HelpSite is a simple service to helps setup a support center, or "help site"​. HelpSite gives: 1) a support site with FAQs and knowledge base. 2) A contact form that auto-suggests articles as someone types their message. 3) A search box that works like magic to find relevant helpful…
Atheer, the eponymous platform from the company in Santa Clara, is a Front Line Worker Platform that intelligently connects front line teams to assistance, so that they can perform their best work, safely and effectively.
Datamatics Digital Workplace Solutions offer a cloud-based, paperless digital eOffice solution. It can be customized and tailored to suit business requirements including snail mail tracking and file management, digital office automation, and records management towards a remote…
Desk365 is a cloud-based modern helpdesk for the Microsoft 365 workplace that enables users to deliver customer service through channels like Microsoft Teams, Email, and Web Forms/Widgets. Desk365 automates repetitive work with a web app that comes with a unified inbox to manage…
ONES Wiki helps unlock full the full value of team expertise. It is designed so the user's team can create, store, share and search information.
Semedy's Knowledge Management System (KMS) is a software platform that manages different types of knowledge in one place. Its integration methods aim to bring efficiency, scalability, and sustainability to highly specialized processes. The KMS manages all asset types, ranging from…
Knowledge Management Systems TrustMap
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Learn More About Knowledge Management Systems
What are Knowledge Management Systems?
Knowledge Management Systems provide a platform for storing, organizing, and sharing frequently requested or needed information. They tend to be very configurable platforms, since the structure and application of knowledge management software will vary dramatically from organization to organization. This level of customization tends to require bespoke implementation and clear internal owners of the platform. On the other hand, this configurability will also allow organizations to use the system to serve multiple use cases at once.
Knowledge management systems can be used internally to store and share company and team information. They can also be shared externally to provide company or product information to customers or users. Self-serve repositories of information are also often referred to as knowledge base systems, especially when used to share information with external users.
Knowledge management systems are also designed to handle a wide range of knowledge formats. This can include:
- Historical reporting
- Process or technical documentation
- Timeline tracking
- Team data
- Contact information
- FAQs
- Tutorials
- Community/forum discussions
Knowledge management systems primarily help users access information more quickly, easily, and reliably. These products can dramatically reduce the time it takes for users to search for the required information. They also mitigate the time and effort spent re-learning and re-teaching knowledge internally. Proper knowledge management can lessen the risk of knowledge loss from employee turnover.
A good customer-facing knowledge base system can increase customer satisfaction and decrease help desk employees’ workload. Customers can find the answers to commonly asked questions on their own, saving time for them and the customer service team.
Knowledge management is a broad category and has significant overlap with other categories. For instance, some organizations will use knowledge management systems as rudimentary learning management systems. Others may use business process management systems to facilitate knowledge management. Knowledge management systems can handle HR data, but they lack the built-in processes found in HR management systems. Knowledge base systems typically integrate with content management systems so they can be displayed on your company’s website.
Knowledge Management Systems Use Cases
Some knowledge management systems are designed to support specific use cases. Internal knowledge management systems can include work instructions (especially for technical work), as well as best practices and standard operating procedures (SOPs). Outside of day-to-day use, knowledge management systems are used internally for onboarding instructions, HR documentation, and employee training.
Externally facing knowledge base systems can also help customers or external users access useful knowledge. For example, they often provide FAQs for customers or site visitors, Wikis and forums, or support customer self-service.
Knowledge Management Systems Comparison
Consider these factors when comparing knowledge management systems:
- Internal Vs. External Use: Is this system going to be used internally, externally, or both? For internal use only, security features, audit trails, and version control might be more important than appearance and design. For a customer-facing system, integration with your content management system, support for any types of content you want to share, like video and forums, and easy search and navigation are likely most important.
- Ease of Use: The user interface should be easy to navigate and as self-explanatory as possible. Otherwise, much of the self-service utility of the platform will be lost.
- Standalone vs. Suite: Knowledge management systems are frequently offered as suites with other kinds of software, including CRM, Help Desk, Project Management, and Intranet. Standalone solutions are typically less expensive, but if your company will be using a knowledge management system in conjunction with these other systems anyway, a suite may make the most sense.
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Knowledge Management Systems Pricing Information
Pricing for knowledge management systems varies depending on desired features and whether the knowledge management system is a standalone system or part of a larger software suite. Pricing is typically per user, per knowledge base, or both. Entry level plans start around $5-$15 per user per month or $50-$100 per knowledge base per month and increase to several thousand dollars per month for large teams with complex use cases. Many vendors offer free trials, as well as free plans for small teams.