eGain named a Representative Vendor in the 2024 Gartner® Market Guide for Customer Service Knowledge Management Systems

Rhea-AI Summary

eGain (NASDAQ: EGAN), a leading AI knowledge platform for customer service, has been recognized as a Representative Vendor in Gartner's 2024 Market Guide for Customer Service Knowledge Management Systems. Gartner's report emphasizes the critical role of modern knowledge management systems in ensuring the success of AI virtual customer assistants. eGain was evaluated across three main categories: end-user engagement, curation and contextualization, and knowledge lifecycle management. The company's CEO, Ashu Roy, highlighted the importance of delivering trusted answers in the Gen AI era. More details about the guide and eGain's offerings are available on their website.

Positive

• eGain is recognized as a Representative Vendor in Gartner's 2024 Market Guide.
• eGain's platform evaluated positively across three main categories: end-user engagement, curation and contextualization, and knowledge lifecycle management.
• The recognition highlights eGain's strength in delivering trusted answers for customer service in the Gen AI era.
• eGain's technology includes advanced features such as semantic search, guided assistance, and customer journey orchestration.
• The company's inclusion in the guide may enhance its market reputation and attract more enterprise clients.

Negative

• The recognition in Gartner's guide does not guarantee elevated ratings or endorsements.
• Gartner's report suggests that 100% of generative AI virtual customer assistant projects lacking modern knowledge management systems will fail by 2025, indicating high market challenges.

SUNNYVALE, Calif., June 13, 2024 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the AI knowledge platform for customer service, today announced that it has been named in the 2024 Gartner Market Guide for Customer Service Knowledge Management Systems.

“By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals,” wrote authors Pri Rathnayake and Drew Kraus in the report*.

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 AI 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

“Delivering trusted answers is critical to the success of customer service,” said Ashu Roy, eGain CEO. “It has become even more important in the Gen AI era, making a trusted Knowledge Hub a foundational imperative for customer service.”

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/knowledge-management-platform-risk-free-trial/
  

^{*Gartner, Market Guide for Customer Service Knowledge Management Systems, 10 June 2024, Pri Rathnayake, Drew Kraus
GARTNER is a registered trademark and service mark of Gartner, Inc., and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner’s research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.}

About eGain
eGain Knowledge Hub helps improve experience and reduce cost by delivering trusted answers for customer service. Visit www.egain.com for more info.

Media Contact
Michael Messner
408 636 4514
press@egain.com

^{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.}

FAQ

What recent recognition did eGain (EGAN) receive?

eGain was named a Representative Vendor in the 2024 Gartner Market Guide for Customer Service Knowledge Management Systems.

Why is eGain's recognition in Gartner's 2024 Market Guide significant?

This recognition underscores eGain's capabilities in delivering trusted answers for customer service, important for success in the Gen AI era.

What categories was eGain evaluated on in the Gartner Market Guide?

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

What key trends did Gartner highlight about AI virtual customer assistants?

Gartner reported that by 2025, all generative AI virtual customer assistant projects lacking integration with modern knowledge management systems will fail to meet goals.

How might eGain's inclusion in the Gartner guide impact its business?

The inclusion may enhance eGain's market reputation and attract more enterprise clients seeking robust AI knowledge management solutions.