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2018 Knowledge Management Product and Market Report

2018 Knowledge Management Product and Market Report

The KM market has come alive in 2018, driven by growing interest in artificial intelligence. The growing interest in KM is attracting new vendors and driving a major round of investment in some of the existing solutions.

A Market Revitalized

Knowledge management, a mature sector, is experiencing a long-overdue resurgence in 2018. KM has become revitalized because of the convergence of several industry trends, particularly the growing interest in incorporating artificial intelligence (AI) into contact center solutions. AI solutions require a source of knowledge, and KM solutions can address this need by providing a centralized repository for information gathered from across the enterprise.

The new generation of KM solutions is up to the digital challenge. Today’s KM solutions are built to run in the cloud, gather information efficiently, with content management capabilities to collect and prepare data from an unlimited number of sources, and utilize sophisticated search software to quickly deliver it to users. The newer and more flexible KM solutions also incorporate responsive design techniques so that content can be delivered to different constituents (internal and external) in a variety of channels.

Timely, in-depth and insightful analysis  

The inaugural edition of DMG Consulting’s Knowledge Management Product and Market Report thoroughly analyzes this mature yet reemerging IT sector: the vendors, their offerings, the functional capabilities of the knowledge management (KM) solutions, best practices, product pricing, and more. The Report analyzes in detail 5 vendors with diverse offerings that address customer service, contact center and other enterprise uses: ComAround, MindTouch, Panviva, Upland Software and Verint Systems.

Key Reasons to Buy this Report:

  • Service deployment options for knowledge management solutions
  • Definition of knowledge management: what it is and how it works
  • Explanation of the distinctions between search, content management and knowledge management
  • High-level summaries of the technical and functional components that comprise these solutions
  • Review of internal and external-facing knowledge management applications, including the top 10 ways these solutions are being used by enterprise employees and customers
  • Market trends and challenges that are driving investments and influencing the direction of vendor research and development (R&D)
  • Review of knowledge management market innovation, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Discussion of the importance of knowledge management in improving self-service and the omni-channel customer experience in the digital age
  • Examination of the knowledge management process, including vendor features and functional components to support each phase of content/asset lifecycle management
  • Knowledge management vendor market activity and 5-year projections
  • Review and analysis of the knowledge management competitive landscape
  • Overview of the 5 featured knowledge management vendors, including company snapshots, go-to-market strategies, product offerings and packaged/verticalized applications
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Knowledge management uses, benefits and return on investment (ROI) analysis
  • Review of knowledge management pricing strategies
  • Detailed company reports for the 5 featured knowledge management vendors, analyzing their products, functionality and future product development plans
  • Knowledge management glossary
  • Comprehensive Knowledge Management Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
    • 4.1 DMG Service Delivery Definitions
    • 4.2 Vendor Service Delivery Options
  5. What is Knowledge Management?
    • 5.1 Vendor Definitions of Knowledge Management
    • 5.2 The Similarities and Differences between Knowledge Management, Content Management and Search
    • 5.3 Internal- and External-Facing Knowledge Management Uses
      • 5.3.1 Internal-Facing Knowledge Management Uses
      • 5.3.2 External-Facing Knowledge Management Uses
    • 5.4 Vendor High-Level Technical Summary
      • 5.4.1 Integration
      • 5.4.2 Security and Compliance
    • 5.5 High-Level Functional Summary
  6. Knowledge Management Trends and Challenges
    • 6.1 Knowledge Management Trends
    • 6.2 Knowledge Management Challenges
  7. Knowledge Management Market Innovation
    • 7.1 New Product Features
    • 7.2 Emerging Capabilities
  8. Knowledge Management is a Requirement in the Digital Era
    • 8.1 Omni-Channel Capabilities
  9. The Knowledge Management Process: Knowledge Asset Lifecycle Management
    • 9.1 Data Acquisition
      • 9.1.1 Content Structure and Configuration
    • 9.2 Authoring
    • 9.3 Review and Revisions
    • 9.4 Approval
    • 9.5 Publish
    • 9.6 Search and Retrieval
    • 9.7 Maintenance/Change Requests
    • 9.8 Storing/Archiving
    • 9.9 Dashboards, Reporting and Analytics
  10. Knowledge Management Market Activity
  11. Knowledge Management Market Projections
  12. Knowledge Management Competitive Landscape
    • 12.1 KM Vendor Categories
  13. Knowledge Management Vendors and Solutions
    • 13.1 Company Snapshot
    • 13.2 Knowledge Management Vendor Strategy
    • 13.3 Vendor Offerings and Products
    • 13.4 Packaged/Verticalized Applications
  14. Implementation Analysis
    • 14.1 Implementation Best Practices
      • 14.1.1 Knowledge-Centered Service (KCS)
    • 14.2 Training and Professional Services
    • 14.3 Maintenance and Support
  15. Knowledge Management Uses, Benefits and Return on Investment
    • 15.1 Knowledge Management Uses
    • 15.2 Knowledge Management Return on Investment (ROI)
  16. Knowledge Management Pricing
    • 16.1 Cloud-Based Pricing
    • 16.2 Premise-Based Pricing
  17. Company Reports
    • 17.1 ComAround Scandinavia AB
    • 17.2 MindTouch
    • 17.3 Panviva Pty. Ltd.
    • 17.4 Upland Software, Inc.
    • 17.5 Verint Systems

Appendix A: Glossary of Terms

Appendix B: Knowledge Management Vendor Directory

Table of Figures

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG’s Service Delivery Model Definitions
  • Figure 3: Knowledge Management Vendor Service Delivery Options
  • Figure 4: Vendor Definitions of Knowledge Management
  • Figure 5: Functional Comparison of KM, Contact Management and Search
  • Figure 6: Internal- and External-Facing Knowledge Management Applications
  • Figure 7: Internal-Facing Knowledge Management Applications
  • Figure 8: External-Facing Knowledge Management Applications
  • Figure 9: High-Level Technical Summary
  • Figure 10: Integration
  • Figure 11: Security and Compliance
  • Figure 12: High-Level Functional Summary
  • Figure 13: 2018 Knowledge Management Trends
  • Figure 14: 2018 Knowledge Management Challenges
  • Figure 15: New Product Features, by Vendor
  • Figure 16: New Product Features, by Category
  • Figure 17: Future Application Enhancements
  • Figure 18: Digital Transformation
  • Figure 19: Top Contact Center Digital Transformation Initiatives
  • Figure 20: Omni-Channel Capabilities
  • Figure 21: Knowledge Asset Lifecycle
  • Figure 22: Data Acquisition
  • Figure 23: Content Structure and Configuration
  • Figure 24: Authoring
  • Figure 25: Review and Revision
  • Figure 26: Approval
  • Figure 27: Publish
  • Figure 28: Search and Retrieval
  • Figure 29: Maintenance/Change Requests
  • Figure 30: Storing/Archiving
  • Figure 31: Dashboards, Reporting and Analytics
  • Figure 32: KM Market Activity by Vendor, as of March 2018
  • Figure 33: KM Market Revenue Projections, 2018 – 2022
  • Figure 34: KM Vendor Categories
  • Figure 35: Company Snapshot
  • Figure 36: Vendor Strategy
  • Figure 37: Product Information
  • Figure 38: Packaged/Verticalized Solutions
  • Figure 39: Implementation Analysis
  • Figure 40: Implementation Best Practices
  • Figure 41: Training and Professional Services
  • Figure 42: Maintenance and Support
  • Figure 43: Contact Center and Enterprise Applications
  • Figure 44: ROI Analysis
  • Figure 45: Knowledge Management Pricing Structure
  • Figure 46: Knowledge Management Cloud-Based Pricing
  • Figure 47: Knowledge Management Premise-Based Pricing
+ Report Includes

Key Reasons to Buy this Report:

  • Service deployment options for knowledge management solutions
  • Definition of knowledge management: what it is and how it works
  • Explanation of the distinctions between search, content management and knowledge management
  • High-level summaries of the technical and functional components that comprise these solutions
  • Review of internal and external-facing knowledge management applications, including the top 10 ways these solutions are being used by enterprise employees and customers
  • Market trends and challenges that are driving investments and influencing the direction of vendor research and development (R&D)
  • Review of knowledge management market innovation, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Discussion of the importance of knowledge management in improving self-service and the omni-channel customer experience in the digital age
  • Examination of the knowledge management process, including vendor features and functional components to support each phase of content/asset lifecycle management
  • Knowledge management vendor market activity and 5-year projections
  • Review and analysis of the knowledge management competitive landscape
  • Overview of the 5 featured knowledge management vendors, including company snapshots, go-to-market strategies, product offerings and packaged/verticalized applications
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Knowledge management uses, benefits and return on investment (ROI) analysis
  • Review of knowledge management pricing strategies
  • Detailed company reports for the 5 featured knowledge management vendors, analyzing their products, functionality and future product development plans
  • Knowledge management glossary
  • Comprehensive Knowledge Management Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Service Delivery Models
    • 4.1 DMG Service Delivery Definitions
    • 4.2 Vendor Service Delivery Options
  5. What is Knowledge Management?
    • 5.1 Vendor Definitions of Knowledge Management
    • 5.2 The Similarities and Differences between Knowledge Management, Content Management and Search
    • 5.3 Internal- and External-Facing Knowledge Management Uses
      • 5.3.1 Internal-Facing Knowledge Management Uses
      • 5.3.2 External-Facing Knowledge Management Uses
    • 5.4 Vendor High-Level Technical Summary
      • 5.4.1 Integration
      • 5.4.2 Security and Compliance
    • 5.5 High-Level Functional Summary
  6. Knowledge Management Trends and Challenges
    • 6.1 Knowledge Management Trends
    • 6.2 Knowledge Management Challenges
  7. Knowledge Management Market Innovation
    • 7.1 New Product Features
    • 7.2 Emerging Capabilities
  8. Knowledge Management is a Requirement in the Digital Era
    • 8.1 Omni-Channel Capabilities
  9. The Knowledge Management Process: Knowledge Asset Lifecycle Management
    • 9.1 Data Acquisition
      • 9.1.1 Content Structure and Configuration
    • 9.2 Authoring
    • 9.3 Review and Revisions
    • 9.4 Approval
    • 9.5 Publish
    • 9.6 Search and Retrieval
    • 9.7 Maintenance/Change Requests
    • 9.8 Storing/Archiving
    • 9.9 Dashboards, Reporting and Analytics
  10. Knowledge Management Market Activity
  11. Knowledge Management Market Projections
  12. Knowledge Management Competitive Landscape
    • 12.1 KM Vendor Categories
  13. Knowledge Management Vendors and Solutions
    • 13.1 Company Snapshot
    • 13.2 Knowledge Management Vendor Strategy
    • 13.3 Vendor Offerings and Products
    • 13.4 Packaged/Verticalized Applications
  14. Implementation Analysis
    • 14.1 Implementation Best Practices
      • 14.1.1 Knowledge-Centered Service (KCS)
    • 14.2 Training and Professional Services
    • 14.3 Maintenance and Support
  15. Knowledge Management Uses, Benefits and Return on Investment
    • 15.1 Knowledge Management Uses
    • 15.2 Knowledge Management Return on Investment (ROI)
  16. Knowledge Management Pricing
    • 16.1 Cloud-Based Pricing
    • 16.2 Premise-Based Pricing
  17. Company Reports
    • 17.1 ComAround Scandinavia AB
    • 17.2 MindTouch
    • 17.3 Panviva Pty. Ltd.
    • 17.4 Upland Software, Inc.
    • 17.5 Verint Systems

Appendix A: Glossary of Terms

Appendix B: Knowledge Management Vendor Directory

Table of Figures

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG’s Service Delivery Model Definitions
  • Figure 3: Knowledge Management Vendor Service Delivery Options
  • Figure 4: Vendor Definitions of Knowledge Management
  • Figure 5: Functional Comparison of KM, Contact Management and Search
  • Figure 6: Internal- and External-Facing Knowledge Management Applications
  • Figure 7: Internal-Facing Knowledge Management Applications
  • Figure 8: External-Facing Knowledge Management Applications
  • Figure 9: High-Level Technical Summary
  • Figure 10: Integration
  • Figure 11: Security and Compliance
  • Figure 12: High-Level Functional Summary
  • Figure 13: 2018 Knowledge Management Trends
  • Figure 14: 2018 Knowledge Management Challenges
  • Figure 15: New Product Features, by Vendor
  • Figure 16: New Product Features, by Category
  • Figure 17: Future Application Enhancements
  • Figure 18: Digital Transformation
  • Figure 19: Top Contact Center Digital Transformation Initiatives
  • Figure 20: Omni-Channel Capabilities
  • Figure 21: Knowledge Asset Lifecycle
  • Figure 22: Data Acquisition
  • Figure 23: Content Structure and Configuration
  • Figure 24: Authoring
  • Figure 25: Review and Revision
  • Figure 26: Approval
  • Figure 27: Publish
  • Figure 28: Search and Retrieval
  • Figure 29: Maintenance/Change Requests
  • Figure 30: Storing/Archiving
  • Figure 31: Dashboards, Reporting and Analytics
  • Figure 32: KM Market Activity by Vendor, as of March 2018
  • Figure 33: KM Market Revenue Projections, 2018 – 2022
  • Figure 34: KM Vendor Categories
  • Figure 35: Company Snapshot
  • Figure 36: Vendor Strategy
  • Figure 37: Product Information
  • Figure 38: Packaged/Verticalized Solutions
  • Figure 39: Implementation Analysis
  • Figure 40: Implementation Best Practices
  • Figure 41: Training and Professional Services
  • Figure 42: Maintenance and Support
  • Figure 43: Contact Center and Enterprise Applications
  • Figure 44: ROI Analysis
  • Figure 45: Knowledge Management Pricing Structure
  • Figure 46: Knowledge Management Cloud-Based Pricing
  • Figure 47: Knowledge Management Premise-Based Pricing
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