eGain AI Knowledge Hub^TM

eGain AI Knowledge Hub orchestrates AI and experts to capture, create, curate, publish, and optimize knowledge. Sourcing content from silos via connectors and APIs, the solution delivers trusted answers via conversational AI agents, personalized portals, connectors, and APIs.

• Top-rated by Gartner, the hub delivers KCS v6 requirements out of the box using content workflows, AI reasoning, process guidance, hyper-personalization, and analytics.
• eGain Innovation in 30 days^TM is a 30-day risk-free pilot that allows you to try the product in production with your content and use case.
• eGain AI Knowledge Method^TM is a novel implementation approach that guarantees business impact.

Verified since March 2025

Incident Management Agnostic Knowledge Platform

Watch: KCS Automation in the Age of AI – Accelerate your KCS workflows with AI-powered tools.

Nice CXone Capture Manager

Capture Manager is designed to enable knowledge creation across an organization, all while improving operational processes and efficiencies. Using Capture Manager, agents and other internal teams can quickly capture and author useful content through a structured authoring process that follows KCS best practices.

• Enhanced authoring process
• Faster time to publish
• Simplified permissions
• More ways to improve knowledge

Verified since October 2018

Incident Management Agnostic Knowledge Platform

Salesforce Service Cloud and Knowledge

Salesforce Service Cloud is the world’s leading platform delivering AI-driven customer service at scale. Built on the Salesforce platform, Service Cloud empowers companies to deliver customer service at scale with native automation and Generative AI solutions.

• Engage with customers on any channel, and deliver autonomous customer service through AI-powered service agents that are grounded in your trusted knowledge base.
• Service Cloud empowers service teams with a 360-degree customer view in a single console workspace.
• Complete with routing, unified knowledge across sources, analytics, automation and artificial intelligence that’s easy to customize and scales for growth.

Verified since February 2019

Combined Incident Management and Knowledge Platform

ServiceNow Customer Service Management

provides organizations with a comprehensive solution to elevate the customer experience. With a single system of action built on AI-powered workflows, CSM connects people, data, and systems to deliver superior service from first contact to resolution.

• Customers can address issues with ease and on their schedule, front-line agents can deliver personalized service with empathy, and cross-department support teams can collaborate quickly and efficiently.
• Empowers organizations to accelerate, automate, and enhance every aspect of the customer lifecycle.
• Orchestrates frictionless resolutions, enabling end-to-end visibility, and driving operational excellence.

Verified since October 2018

Combined Incident Management and Knowledge Platform

Upland RightAnswers Enterprise Knowledge Management

RightAnswers is a leading KCS v6 verified knowledge management platform designed for complex enterprises needing scalable, AI-powered support solutions.

With 23 years of expertise, flexible AI options including BYO AI, RightAnswers transforms how organizations handle technical support. The platform seamlessly integrates across entire tech stacks, enabling L1 agents to handle L2/L3 issues while empowering customer self-service. Organizations can dramatically reduce resolution times, scale operations without adding headcount, and maintain perfect accuracy across exploding product portfolios.

RightAnswers turns technical complexity into competitive advantage through intelligent knowledge creation, curation, and delivery.

Verified since July 2017

Incident Management Agnostic Knowledge Platform

Watch: Enable your organization to successfully support KCS with RightAnswers (2021) or Coaching Enablement via your Knowledge Base (2024)

BMC Helix Knowledge Management by ComAround

AI Knowledge Management Software specifically designed to streamline your support flow by building and sharing consistent and personalized knowledge across channels.

• Brings powerful, compelling, and intelligent knowledge services to the enterprise to ensure delivery of the right information for the best resolution.
• BMC also offers training and consulting in KCS and Knowledge Management.

Verified since July 2018

Incident Management Agnostic Knowledge Platform

Watch: Electrolux Case Study with ComAround – KM strategy + technology to improve customer experience.