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Sunnyvale, CA, USA, Oct. 3, 2022 0- eGain Corporation (NASDAQ: EGAN), a knowledge management platform provider for customer engagement automation, 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."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com

Date Posted: Wednesday, October 5, 2022