KCS v6 Verified Tools
KCS Verified Tools enable all eight KCS practices.
Comprehensive Solutions for KCS
KCS v6 Verified Tools provide complete support for KCS practices, helping organizations integrate KCS into the way their teams use, improve, create, and learn from organizational knowledge.
Verified Tool providers who also have Consortium membership engage more deeply and collaborate more closely with the Consortium and its Members.
For technology that enables selected KCS practices, see KCS Aligned Tools.
eGain AI Knowledge HubTM
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 daysTM 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 MethodTM 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
RightAnswers Enterprise Knowledge Management
RightAnswers is an AI knowledge management platform backed by 25 years of enterprise knowledge leadership and a team of certified knowledge management experts. Designed for complex enterprises, RightAnswers helps IT help desks, contact centers, and customer self-service teams create, manage, and deliver trusted knowledge in their flow of work. RightAnswers supports integrations across an entire technology stack while providing the flexibility to extend AI initiatives grounded in trusted, governed knowledge.
- First KCS v6 Verified enterprise knowledge management platform
- Recognized in Gartner’s Magic Quadrant for Customer Service
- First KCS v6 Verified enterprise knowledge management platformResolves issues up to 4x faster
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)
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
BMC Helix Knowledge Management
AI-powered Knowledge Management Software designed to streamline the capture, curation and distribution of company knowledge across channels. It brings powerful, compelling, and intelligent knowledge services to the enterprise to ensure delivery of the right information at the right time.
Verified since July 2018
Incident Management Agnostic Knowledge Platform
Watch: Electrolux Case Study with ComAround – KM strategy + technology to improve customer experience.
The Consortium’s designation of a technology solution as Verified is not a substitute for independent evaluation.
Buyers are responsible for conducting their own due diligence and determining whether a solution’s functionality, capabilities, and fit meet their specific requirements.
Are you a solution vendor? Join our Partner Network.
KCS Aligned & Verified Vendor Series
Foundations for Achieving AI-Driven Support & Knowledge Excellence
Michelle Stumpf, the Head of Knowledge Management at Celonis, and Brian Corcoran, the Regional Sales Manager and Global Support Evangelist at SearchUnify discuss how thoughtful strategy and thorough planning have helped Celonis succeed along their AI journey.
KCS Automation in the Age of AI
Arvind Gopal, VP of Product Management and Product Strategy at eGain, demonstrates how to leverage AI capabilities to support and accelerate KCS workflows.
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