Trends Report

Vendor Landscape: Knowledge Management For Customer Engagement

Eighteen Solutions For Delivering Differentiated Experiences

September 30th, 2015
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Arelai Ephraim , Ian McPherson

Summary

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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