EGain Named a Representative Vendor in the 2024 Gartner Market Guide for Customer Service Knowledge Management Systems
EGain Named a Representative Vendor in the 2024 Gartner Market Guide for Customer Service Knowledge Management Systems
SUNNYVALE, Calif., June 13, 2024 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the AI knowledge platform for customer service, today announced that it has been named in the 2024 Gartner Market Guide for Customer Service Knowledge Management Systems.
2024年6月13日,加利福尼亞州聖尼維爾(GLOBE NEWSWIRE)-- eGain Corporation(納斯達克: EGAN)作爲客戶服務的人工智能知識平台,宣佈入選2024年加特納客戶服務知識管理系統市場指南。
"By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects that lack integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals," wrote authors Pri Rathnayake and Drew Kraus in the report*.
報告作者Pri Rathnayake和Drew Kraus在報告中寫道:“到2025年,缺乏與現代知識管理系統的集成的生成式AI虛擬客戶助手和虛擬代理助手項目將無法實現其客戶體驗和運營成本降低目標。”
The report provides an overview of the market, outlines trends and challenges, and offers a framework to evaluate vendor capabilities to help enterprise leaders select the right platform and partner for their AI knowledge initiatives. Vendors were evaluated across three categories—end-user engagement, curation and contextualization, and knowledge lifecycle management, each of which, consisted of sub-categories:
該報告概述了市場情況,勾畫了趨勢和挑戰,並提供了一個框架來評估供應商的能力,以幫助企業領導人選擇適合其人工智能知識計劃的平台和合作夥伴。供應商在三個類別 - 用戶參與、策展和上下文化以及知識生命週期管理 - 中進行評估,每個類別由子類別組成:
- End-user engagement
- Semantic search
- Guided assistance
- Portal / help center
- Customer journey orchestration
- Curation and contextualization
- Insight engine
- Knowledge graph
- Usage analytics
- Knowledge lifecycle management
- Dynamic editor
- Atomized authoring
- Content administration
- Content health optimization
- 用戶參與
- 語義搜索
- 指導幫助
- 門戶 / 幫助中心
- 客戶旅程編排
- 策展和上下文化
- 洞察引擎
- 知識圖譜
- 使用分析
- 知識生命週期管理
- 動態編輯器
- 模塊化作者
- 內容管理
- 內容健康優化
"Delivering trusted answers is critical to the success of customer service," said Ashu Roy, eGain CEO. "It has become even more important in the Gen AI era, making a trusted Knowledge Hub a foundational imperative for customer service."
eGain CEO Ashu Roy表示:“提供可信賴的答案對於客戶服務的成功至關重要。在Gen AI時代,這變得更加重要,因此,建立一個可信賴的知識庫成爲客戶服務的基礎必備條件。”
More information
更多信息
- Gartner Market Guide for Customer Service Knowledge Management Systems:
- eGain Knowledge Hub:
- eGain Innovation in 30 Days:
- 2024 Gartner客戶服務知識管理系統市場指南:
- eGain知識中心:
- 在30天內進行eGain創新:
*Gartner, Market Guide for Customer Service Knowledge Management Systems, 10 June 2024, Pri Rathnayake, Drew Kraus
GARTNER is a registered trademark and service mark of Gartner, Inc., and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
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*Gartner,客戶服務知識管理系統市場指南,2024年6月10日,Pri Rathnayake,Drew Kraus
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About eGain
eGain Knowledge Hub helps improve experience and reduce cost by delivering trusted answers for customer service. Visit for more info.
關於eGain
eGain Knowledge Hub通過爲客戶服務提供可信答案來幫助改善體驗並降低成本。請訪問了解更多信息。
Media Contact
Michael Messner
408 636 4514
press@egain.com
媒體聯繫人
Michael Messner
408 636 4514
press@egain.com
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
eGain,eGain標誌和所有其他eGain產品名稱和口號均爲eGain Corp.在美國和/或其他國家/地區的商標或註冊商標。本發佈中提到的所有其他公司名稱和產品可能是其各自公司的商標或註冊商標。