What is Knowledge Management Software?

Modern knowledge management software consists of tools for content management, intent inference, 360 context, content access, search, conversational guidance, process guidance, and knowledge analytics, powered by AI, ML, and Natural Language Understanding and unified into a seamless hub. Taking a piecemeal approach to knowledge management software creates chaos with disparate, inconsistent, and uncoordinated silos and islands of automation.

Why use knowledge management software

Modern knowledge management software can deliver the following benefits, specifically for the customer service organization.

  • Improve agent confidence in answers and reduce their stress
  • Improve their effectiveness and efficiencies
  • Reduce their need for training and onboarding
  • Reduce incoming call and chat volumes with wow self-service

Customer service has been the killer use-case for knowledge management software. However, KM can benefit the entire organization by arming employees with information and knowhow in the flow of their work.

Download Gartner Market Guide for Customer Service
Knowledge Management Systems, Sep 2022

Best Knowledge Management Software: eGain Knowledge Hub™

What Analysts Say About eGain Solutions: Top score in 2021 Gartner critical capabilities report and top score for current product offering in Forrester New Wave

Knowledge Management Software from eGain Transforms!

Our client BT transformed their customer service operation across thousands of contact center agents and hundreds of stores with eGain Knowledge Hub™, the top-rated software for knowledge and AI-powered customer service automation. The prestigious KMWorld magazine agrees—they selected BT for the KMWorld Reality Award for creating business value “in reality, not rhetoric.”

The eGain Knowledge Hub

Powered by AI and ML, eGain Knowledge Hub™  guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users multiple ways to get to information from the common omnichannel knowledge base, it ensures fast, consistent, and accurate answers and provides conversational guidance to agents. At the same time, it helps deliver wow self-service to customers, deflecting calls and chat requests.

One-stop knowledge management software

eGain Knowledge Hub unifies and orchestrates all the essential building blocks of knowledge management, including content management (CMS), search, artificial intelligence, workflow management, intent inference, conversational guidance, knowledge analytics, and others, powered by AI, ML, and Natural Language Understanding. This eliminates knowledge silos and islands of automation, enabling better experiences for customers, contact center agents, and business managers.

Personalized knowledge

eGain Knowledge Hub delivers personalized knowledge to agents at the point of customer conversations whether it is through self-service or through agents. . The access and guidance can be tailored to the role (L1 or L2 support) and experience level of the agent (novice versus experienced).

For example,

  • novice agent could be made to go through an interactive Q&A session where the AI-based guided help interface would handhold them to a resolution of the customer issue.
  • An expert on the other hand, would use the browse-and-search access mode to complement the guided help interface to be more efficient.

The business administrator can set up roles for agents that determine their guidance level and the ability to suggest new knowledge.

Best practice-embedded

eGain Knowledge  Hub embeds all the best practices garnered from successful knowledge management implementations for hundreds of leading enterprises across the globe. It has helped our clients save millions of dollars while creating wow experiences for agents and customers.

Integration with call tracking systems

To improve the call set up and wrap up process, the knowledge management software includes call tracking. During call set up, the IVR data can be captured to pre-populate questions so that the agent can get a running start on the issue resolution process. After the call, the resolution transcript from the KM system can be automatically saved in the call tracking system along with the service request. This speeds up call wrap up, while ensuring high-quality data for reporting and feedback, a great way to improve call center productivity.

Quality content, maintained at low cost

Successful and effective knowledge management starts with quality content. Poor quality knowledge — stale, irrelevant, or incorrect — result in customer dissatisfaction and poor agent adoption. eGain Knowledge Hub is based on a unique collaborative knowledge management framework. It allows distributed content creation and editorial workflow that ensures quality and compliance.

Users, based on roles set by the business, can easily suggest knowledge. The content is routed through efficient workflow to ensure consistency and quality. This powerful flexibility allows companies to adapt to customer needs and behavior on the fly. Using self-organizing techniques, the knowledge application offers relevant answers to customer requests based on dynamic relevance ranking and user feedback.

Integration with third-party systems for knowledge reuse

The knowledge management software allows you to leverage or reuse existing content across your enterprise through eGain Content Adapter™. A powerful integration tool, it takes information from diverse sources, such as IBM (Lotus) Notes, Microsoft SharePoint, legacy content systems, CRM systems, available in a consistent format to all your users, along with the knowledge within the eGain knowledge framework. The adapter is compatible with over 100 file formats so that existing enterprise data can be easily leveraged in resolving customer issues. External content, or parts of it, can also be easily suggested as new content for the knowledge base. This tight integration further lowers the cost of maintaining the knowledge base.

Features for wow self-service

The Knowledge Hub includes rich capabilities for customer self-service, including virtual assistant, search, contextual widgets, brand-aligned templates, conversational AI, with robust knowledge management to back it up. The eGain Conversation Hub makes sure that self-service context is made available to agents in the case of customer escalation to human-assisted service so that the conversation can be moved forward without having to start over.

Powerful reporting and management features

Extensive reporting and management features measure agent and self-service effectiveness and guide knowledge improvement. Knowledge analytics enable you to incrementally enhance your knowledge base based on agent and customer feedback. Reports created from wrap-up data help to manage and plan your contact center workforce training and staffing requirement. Finally, knowledge creation and maintenance reports allow you to easily set content contribution goals and usage-based incentives for employees and subject matter experts. The reports have built-in drilldown capabilities and can be exported for further analysis and presentation.

Support global deployment with a multilingual, scalable solution

eGain Knowledge can handle multilingual content. It supports localized interfaces in multiple languages. Also, the solution scales to handle several thousand concurrent agents in a distributed configuration. This gives a high level of flexibility to the organization.

Pre-integrated with leading customer relationship management (CRM) and contact center solutions

eGain Knowledge Hub is pre-integrated with the leading customer relationship management (CRM) and contact center solutions:

  1. Salesforce
  2. Microsoft Dynamics
  3. SAP
  4. ServiceNow
  5. Cisco
  6. Avaya
  7. Genesys
  8. Amazon Connect

These out-of-the-box integrations allow organizations to embed eGain’s award-winning knowledge management capability within these desktop applications.


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