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For Application Development & Delivery Professionals

Vendor Landscape: Knowledge Management For Customer Engagement

Eighteen Solutions For Delivering Differentiated Experiences

September 30, 2015

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Why Read This Report

Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service interactions and support customer-facing personnel in providing relevant answers to customer questions to drive efficiencies and revenue. Knowledge management vendors offer a range of capabilities to create, maintain, and make knowledge accessible. These solutions support a broad set of scenarios that application development and delivery (AD&D) pros supporting customer service or customer engagement operations can choose from. This report spotlights the capabilities of 18 knowledge management vendors and offers a decision framework for choosing the right type of knowledge management solution for your needs.

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Table of Contents

  • Knowledge Management — Critical For Effortless Engagement
  • Zero In On Vendors With The Right Vertical Focus And Track Record
  • Answer Four Questions To Narrow The Vendor Field
  • Profiles Of Five Knowledge Management Vendor Solution Categories
  • Recommendations

  • Build A Knowledge Vendor Strategy With A View Toward The Future
  • Supplemental Material

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