Knowledge management

Answers that find you
when you need them

Create an intuitive world where the right information appears exactly when needed — helping customers and agents find solutions instantly.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Knowledge that flows

When information moves freely and finds the people who need it, everything just works better — for everyone.

Discover

Imagine a world where information flows freely instead of hiding in silos.

Expert transforms scattered, outdated content into a unified centralized knowledge base that’s always accurate and instantly accessible. It eliminates the frustration of:

The result? Faster resolutions, consistent experiences, and the end of “let me check with someone else” conversations that frustrate everyone involved.

While most systems just store information, Expert actively makes it work for you:

This comprehensive approach means your centralized knowledge base becomes an active asset rather than a static repository.

Absolutely! Expert creates effortless experiences across all your self-service channels:

Your centralized knowledge base appears in chatbots, help centers, and even directly in Google search results — so customers often find exactly what they need without ever contacting support.

The best part is consistency. Whether customers self-serve or speak with an agent, they’ll receive the same accurate information, creating a seamless experience that builds trust and satisfaction.

They transform the way your team works:

Instead of spending time searching for information, agents receive answers right when they need them — Ai-powered agent support tools deliver suggestions automatically based on the conversation context.

This means agents can focus on helping customers rather than hunting through systems, dramatically reducing handle times while improving accuracy. New agents ramp up faster, experienced ones handle more complex issues, and everyone provides more consistent service.

We’ve made knowledge management refreshingly simple:

Content creators enjoy intuitive information management tools for writing, reviewing, and publishing content. Built-in workflows handle ownership tracking, approval processes, and version control without adding complexity.

Most importantly, clear analytics show exactly what content is working, what needs updating, and where knowledge gaps exist — so your team can focus efforts where they matter most.

The result is a living centralized knowledge base that continuously improves without requiring constant maintenance.

Our platform works everywhere your conversations happen. We capture voice calls, screen interactions, chats, and all related data from:

This universal approach ensures nothing falls through the cracks, even as you transition between systems or maintain hybrid environments.

Absolutely. Our Multi-ACD recording capability is designed for today’s complex contact centers where conversations might flow through different voice platforms.

This flexibility allows you to:

No matter how complex your environment, everything stays connected and accessible.

Yes, we fully support UCaaS recording for Microsoft Teams and similar platforms. This capability serves multiple needs:

This ensures your Teams conversations receive the same careful handling as traditional contact center interactions.

Our compliance recording framework addresses requirements across multiple regulations (GDPR, PCI, HIPAA and more) through several integrated capabilities:

The system handles these complex requirements behind the scenes, giving you peace of mind without adding administrative burden.

Security and privacy are built into the foundation of our platform:

This granular approach ensures sensitive information is only available to those with a legitimate business need, while maintaining the flexibility your teams require.

Answers in an instant

Your customers find answers immediately — no searching, waiting, or explaining required.

Agents shine brighter

Your team finds exactly what they need when they need it — keeping conversations flowing smoothly.

Intelligence that helps

Your ready response suggests perfect answers and insights, making every agent sound like your best expert.

Be where customers look first

Meet customers with trusted answers in search engines before they even visit your website.