NiCE
The AI platform built for better customer experience
NiCE Knowledge Management is a customer service knowledge platform that centralizes enterprise content and delivers trusted answers to customers, agents, and AI. It addresses the problem of fragmented, inconsistent knowledge by providing one governed source across self-service, search, and agent experiences, helping improve self-resolution, productivity, and answer accuracy.
The platform includes authoring, AI search, governance, analytics, and omnichannel delivery, with ownership management, approvals, review cycles, and version history. It surfaces answers across search, help centers, websites, mobile apps, and bots, and grounds AI agents and copilots in approved content. It connects to the broader NiCE CXone ecosystem and other enterprise systems.
NiCE Knowledge Management is aimed at organizations running customer service operations that need governed knowledge for self-service, agents, and AI. It is part of the NiCE CXone platform, which is offered through tiered, usage-based packages priced per agent per month, with industry-specific editions for banking, insurance, healthcare, retail, and government. Some capabilities are available as add-ons, and certain industry packages are priced on application.
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