eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems

Rhea-AI Summary

eGain Corporation (NASDAQ: EGAN) has been recognized in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems. The report emphasizes the growing importance of knowledge and content delivery in customer service, especially amongst remote workers. eGain's platform was evaluated across key categories, including end-user engagement and knowledge lifecycle management. CEO Ashu Roy expressed pride in the recognition, highlighting the vital role of knowledge management in modern customer service.

Positive

• Recognized in the Gartner Market Guide for Customer Service Knowledge Management Systems, enhancing credibility.
• Emphasis on the growing importance of knowledge management aligns with industry trends, indicating strong market relevance.

Negative

• None.

SUNNYVALE, Calif., Oct. 03, 2022 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems.

“In 2022, 74% of Customer Service and Support (CSS) leaders cited improving knowledge and content delivery to customers and employees as a priority. In the absence of direct peer interactions when working from home, reps will need in-the-moment, personalized, contextually aware information within the flow of work in order to assist customers and resolve their requests,” wrote authors Pri Rathnayake and Drew Kraus in the Guide.

The report provides an overview of the market, outlines trends and challenges, and offers a framework to evaluate vendor capabilities to help enterprise leaders select the right platform and partner for their knowledge initiatives. Vendors were evaluated across three categories—end-user engagement, curation and contextualization, and knowledge lifecycle management, each of which, consisted of sub-categories:

• End-user engagement
  • Semantic search
  • Guided assistance
  • Portal/help center
  • Customer journey orchestration
• Curation and contextualization
  • Insight engine
  • Knowledge graph
  • Usage analytics
• Knowledge lifecycle management
  • Dynamic editor
  • Atomized authoring
  • Content administration
  • Content health optimization

“Knowledge Management is the brain of modern customer service,” said Ashu Roy, eGain CEO. “We are honored to be named to the Gartner Market Guide for Customer Service Knowledge Management Systems.”

More information
Gartner Market guide for Customer Service Knowledge Management Systems: https://www.egain.com/knowledge-management-gartner-market-guide/
eGain Knowledge Hub™: https://www.egain.com/products/knowledge-hub/
eGain Innovation in 30 Days™: https://www.egain.com/risk-free-trial-customer-engagement-software/

Gartner, Market Guide for Customer Service Knowledge Management Systems, 20 September 2022, Pri Rathnayake, Drew Kraus
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About eGain
Infused with AI, our knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact center systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools. Visit www.eGain.com for more info.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

eGain media contact

Michael Messner
Email: press@egain.com
Phone: 408 636 4514

FAQ

What recognition did eGain receive in 2022?

eGain was named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems.

What is the significance of the Gartner report for eGain?

The Gartner report underscores the importance of knowledge management in customer service, enhancing eGain's credibility in the market.

How does eGain's platform contribute to customer service?

eGain's platform automates digital experiences and provides essential knowledge delivery to support customer service representatives.

Which areas were eGain evaluated in by Gartner?

eGain was evaluated in end-user engagement, curation and contextualization, and knowledge lifecycle management.

What did Gartner report about customer service priorities in 2022?

Gartner reported that 74% of Customer Service leaders prioritize improving knowledge and content delivery.