eGain has been named a leader in Gartner Magic Quadrant for Knowledge Management Systems for Customer Service.
“We’re honoured to be recognized by Gartner as a Leader in this first-ever Magic Quadrant,” said Ashu Roy, Chairman and Chief Executive Officer of eGain. “In the age of AI, trusted knowledge matters more than ever for customer service automation.”
The report establishes knowledge management for customer service as a dedicated software category, recognizing platforms that help organizations manage and deliver trusted knowledge to support customer service operations.
eGain’s platform is designed to centralize content management and governance while supporting AI-powered customer service through verified knowledge, source citations and controls intended to improve the accuracy and consistency of automated responses.
It also includes developer tools that enable organizations to build AI-powered workflows using a managed knowledge base.
The company says its platform is used by organizations across a range of industries, including regulated sectors where maintaining accurate and governed knowledge is a key requirement.
G.T. Sweeney, CIO of Healthfirst, a leading US health insurer, commented, “Healthcare can be complex, and at Healthfirst, our mission is to make it easier for members so they can get the benefits and quality care they need.
With eGain, our teams work from the same verified, up-to-date knowledge, which means our members get consistent, accurate and timely information.”
John Copeland, VP of Marketing at eGain, added, “Our customers confirm that better knowledge, not just better models, is what makes AI dependable in customer service.
This recognition points to where enterprise AI is headed: governed knowledge as the trusted foundation for every human and AI agent.”
You can download the full report here.
For more information about eGain - visit the eGain Website
About eGain
eGain is the #1 AI Knowledge Platform for Customer service. eGain AI Knowledge Hub and AI Agent help improve experience and reduce cost by delivering instant, trusted answers to agents and customers at every interaction. Find out more about eGain
Author: Guest Author
Reviewed by: Jo Robinson
Published On: 21st Jul 2026
Read more about - Latest News, eGain
