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

#contactcenterworld, @egain, @Gartner_inc

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."

#contactcenterworld, @egain, @Gartner_inc

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


About eGain Corporation:
Company LogoeGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
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About Gartner:
Company LogoGartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Wednesday, October 5, 2022

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2024 Buyers Guide Help Desk Software

 
1.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

2.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
 

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