MindTouch
- Company typePublic
- Founded2004
- HeadquartersSan Diego, United States
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
What MindTouch does
MindTouch is a cloud-based customer experience and knowledge management software company founded in 2004 and headquartered in San Diego. Originally built as a self-service customer experience platform, the company raised $12 million in funding in January 2016 led by PeakSpan Capital with participation from SAP Startup Focus and SK Ventures, with founder Steve Bjorg serving as CTO. MindTouch's knowledge management capabilities are now embedded within the broader NICE Ltd. enterprise CX AI platform, branded as CXone, which orchestrates human and AI agents, automates service journeys, and delivers governed knowledge across self-service, agent-assist, and AI-agent experiences.
The underlying technology combines AI-powered knowledge retrieval, agentic AI agents for self-service and process automation, copilots for agents and supervisors, omnichannel routing, IVR, workforce management, and interaction analytics, accessed via RESTful APIs and SDKs. The platform is complemented by the integrated Cognigy conversational AI capability and distributed through the CXexchange Marketplace, DEVone developer ecosystem, and NICE-certified implementation partners. MindTouch's knowledge management module specifically centralizes enterprise content and delivers trusted, on-brand answers across search, help centers, websites, mobile apps, and bots, with governance features including ownership, approvals, review cycles, and version history.
The business operates as an enterprise SaaS platform with quote-based subscription pricing on annual contracts, targeting large organizations across BPO, Education, Financial Services, Government, Healthcare, Insurance, Retail, Telecom, and Travel and Hospitality industries, alongside a small and medium business motion. NICE Ltd., MindTouch's parent, is publicly traded on NASDAQ under ticker NICE and is incorporated in Israel, having been named a Gartner Magic Quadrant Leader for Contact Center as a Service for 11 consecutive years, with the parent platform claiming 25B+ customer interactions powered annually.
MindTouch firmographics
Firmographics- Name
- MindTouch
- Legal name
- NICE Ltd.
- Website
- https://mindtouch.com
- Company type
- Public
- Founded year
- 2004
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Ownership category
- akta.pro rank
MindTouch industry classification
Industry- Product category
- Customer Experience Software
- NAICS
- Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Service Desk & Help Desk Services (BPAEAJAA)
Keywords
Where MindTouch is headquartered
LocationHeadquarters
- HQ city
- San Diego
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
MindTouch business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- Enterprise Software Platform (CXone): Enterprise CX AI platform sold as integrated suites with multiple product modules including knowledge management, AI agents, workforce management, quality management, and engagement orchestration. Typically sold as annual or multi-year subscription contracts with enterprise customers.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise platform with modular capabilities |
Go-to-market motion2 records
Distribution channels5 records
Marketing channels6 records
MindTouch product offering
Product offeringCore offering
MindTouch provides cloud-based software that enables companies to deliver self-service customer experiences through knowledge management and AI-powered support content. The platform helps organizations create, manage, and surface help content across digital touchpoints to deflect support tickets and improve customer outcomes. It integrates with leading customer engagement platforms such as NICE CXone to embed knowledge into agent and customer workflows.
Product overview
NICE offers a platform-plus-modules architecture centered on the CXone enterprise customer experience AI platform. The core CXone platform orchestrates human and AI agents, automates service, and empowers workforce. Around this core, NICE provides extensive module products including Knowledge Management (enterprise knowledge delivery), AI Agents for various use cases (Self-Service, Sales/Marketing, Proactive Engagement, Process Automation), Agentic Experience Automation, Copilot for Agents and Supervisors, Engagement Orchestration, Workforce Empowerment, Workforce Management, Quality Management, Performance Management, Recording Management, Interaction Analytics, Interactive Voice Response, Omnichannel Routing, Voice Services, and Digital Customer Experience. The platform is complemented by the acquired Cognigy AI platform for conversational AI, and integrated through CXexchange Marketplace and Developer Tools APIs.
Differentiator
Problem solved
Functional benefit
Brands
- CXone: The enterprise customer experience AI platform to orchestrate human and AI agents, automate service, empower your workforce, and accelerate intelligent experiences at scale.
- Cognigy
- NICE Knowledge Management
Products and services
- MindTouch Knowledge Platform
Quantifiable outcome
- 25B+ interactions powered annually across world's leading brands
Companies that use MindTouch
Customer profileNamed customers1 record
Segments6 records
Ideal customer profiles1 record
MindTouch technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration3 records
AI capability4 records
Feature5 records
MindTouch partnerships and signals
Strategic signalPartnerships
Four partnerships are on record, tiered core and minor.
- CognigycoreNICE Cognigy partnership combines CXone and Cognigy AI to enable organizations to accelerate AI adoption and scale it seamlessly across every customer experience.
- Implementation PartnerscoreNICE-certified implementation partners that help deploy and optimize the CXone platform for enterprise customers.
- CXexchange Marketplace PartnersminorPartner solutions available through CXexchange Marketplace to extend NICE CXone platform capabilities.
- Business Consulting PartnersminorStrategic consulting partners that guide customer transformation initiatives with the NICE platform.
Scale indicators3 records
Recent moves5 records
Expansion highlights5 records
MindTouch competitors and assessment
Company assessmentBroad incumbents
- Freshworks: Freshworks (Freshdesk, Freshservice) offers customer service and IT service management SaaS with knowledge base capabilities, targeting both enterprise and SMB customers. Comparable to MindTouch/NICE because it bundles knowledge, ticketing, and AI agents into integrated suites at a lower price point.
- Genesys: Genesys is a top-tier CCaaS and CX platform competing directly with NICE CXone, with its own knowledge management, AI, and workforce engagement modules. Comparable to MindTouch's parent context as a direct competitor for enterprise CX budgets and embedded knowledge functionality.
- HubSpot Service Hub: HubSpot Service Hub bundles knowledge base, ticketing, AI, and customer feedback tools into its broader CRM platform, competing for the same mid-market CX buyer who might otherwise adopt MindTouch within NICE CXone.
- Zendesk: Zendesk is a broad-incumbent customer service and engagement platform with knowledge management (Zendesk Guide), help desk, and AI agent capabilities. Directly comparable as an integrated CX suite where knowledge and self-service sit alongside ticketing and AI automation, competing head-to-head with NICE CXone (and MindTouch's role within it).
- Five9: Five9 is a leading cloud CCaaS vendor with AI and knowledge capabilities serving enterprise contact centers. A direct competitor to NICE CXone in the same Gartner Magic Quadrant category, making it a relevant peer for MindTouch's embedded context.
Direct peers
- Document360: Document360 is a standalone knowledge base platform purpose-built for customer self-service, with similar positioning to MindTouch's original product (before NICE acquisition). A direct peer competing for the same mid-market and enterprise self-service use case.
- Guru: Guru is an AI-powered enterprise knowledge management platform delivering trusted answers to agents and customers via browser extensions, chat, and help centers. Directly comparable to MindTouch on governed, AI-grounded knowledge delivery.
- Intercom: Intercom provides customer service, AI agent (Fin), and help center / knowledge base products to mid-market and enterprise customers. A direct peer in the AI-powered customer self-service and knowledge management category where MindTouch competes.
- Kustomer: Kustomer (acquired by Salesforce) is a CRM and customer service platform with AI agents and knowledge management capabilities, targeting enterprise CX teams. A direct peer combining help desk, AI, and knowledge into a unified suite.
Emerging players
- Atlassian Confluence: Confluence is a widely adopted knowledge and documentation platform, increasingly positioned for both internal and external (customer-facing) knowledge bases. A relevant adjacent peer in the knowledge management category, particularly for technical and B2B audiences.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks5 records
Key highlights6 records
Customer concentration
MindTouch social profiles
Digital presenceMindTouch financial estimates
Financial estimateRevenue estimate
Valuation estimate
MindTouch leadership team
Management profileNumber of profiles
Profiles1 record
MindTouch subsidiaries and ownership
Company hierarchySubsidiaries2 records
MindTouch funding detail
Funding detailFunding overview
Funding rounds1 record
Investors3 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
MindTouch M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about MindTouch
What does MindTouch do?
MindTouch provides cloud-based software that enables companies to deliver self-service customer experiences through knowledge management and AI-powered support content. The platform helps organizations create, manage, and surface help content across digital touchpoints to deflect support tickets and improve customer outcomes. It integrates with leading customer engagement platforms such as NICE CXone to embed knowledge into agent and customer workflows.
Is MindTouch a public or private company?
MindTouch is a public company. It is classified as venture growth investor backed and is currently operating.
When was MindTouch founded?
MindTouch was founded in 2004. It employs 51 to 100 people.
Where is MindTouch based?
MindTouch is headquartered in San Diego, United States, in the North America region.
How does MindTouch make money?
One revenue line is on record: enterprise Software Platform (CXone).
Who are MindTouch's main competitors?
Broad incumbents on record are Freshworks, Genesys, HubSpot Service Hub, Zendesk and Five9. Direct peers are Document360, Guru, Intercom and Kustomer. Atlassian Confluence is listed as an emerging player.
Does MindTouch have an API?
Yes. Endless customization options with RESTful APIs and robust SDKs. NICE offers Developer Tools & APIs for customization. Developer documentation is at developer.niceincontact.com.
What industry is MindTouch in?
MindTouch's product category is Customer Experience Software. Its primary akta.pro industry code is BPAEAJAA, Service Desk & Help Desk Services. Its NAICS code is 5182 and its SIC code is 7372.