2022 – 2023 Knowledge Management for the Enterprise Report

Published August 1, 2022
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DMG Consulting LLC’s second publication on this sector presents an in-depth analysis of the knowledge management (KM) market and the solutions that are vital in supporting the needs of today’s digitally transformed and artificial intelligence (AI)-enabled enterprises. 

Knowledge Everywhere for Everyone

Knowledge management solutions help companies institutionalize their knowledge and create a “single source of truth” so that the right information is available to all of their employees and customers. These applications equip employees who work in the contact center or other enterprise functions, as well as self-service solutions, to deliver a frictionless customer experience (CX), throughout the customer journey. The new generation of KM solutions is making information available via enterprise, faceted, or federated search, self-service portals, websites, and user communities. Information can also be pushed automatically to agent desktops or customer relationship management (CRM) applications based on context and intents identified in voice and digital interactions. Knowledge management solutions are also increasingly being used to support enterprise-wide AI initiatives that need a large repository of relevant, tagged, and targeted data to be effective.

Getting the right information (answers, FAQs, best practices, calculations, guides, decision trees, etc.) properly formatted and loaded, and keeping it current, has been a time-consuming manual process for decades. But this is changing due to greatly enhanced AI-enabled KM solutions that apply machine learning (ML) to self-identify knowledge gaps, redundant answers, outdated or poor-performing content, and recommend fixes to solve these issues. Employees are still needed to make final decisions about the content, but ML has already reduced the effort by as much as 50%, and more innovation is on the way.

Timely, Comprehensive and Insightful Analysis  

DMG’s 2022 – 2023 Knowledge Management for the Enterprise report examines the competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving rapid adoption and game-changing innovation of KM applications. The Report features 5 highly effective KM solutions that address customer and agent/employee-facing functions and other enterprise-wide uses. The vendors covered are: KMS Lighthouse, NICE, Serviceware, Shelf, and Verint Systems. This Report is intended to help companies identify and select the right KM solution to meet their current and future needs.

  • Definition of KM and the distinctions between search, content management, and KM
  • Market trends and challenges that are driving interest, adoption, and product development in this sector
  • Knowledge management vendor innovation and near-term roadmaps, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Insightful discussion of how digital transformation and changes in the post-pandemic workplace are reviving interest in KM
  • Exploration of how KM solutions are serving up context-based information to deliver an enhanced self-service experience while improving containment rates
  • How contact centers are leveraging KM as a retention tool by delivering a better way to coach and support agents, improve their performance, and promote higher levels of job satisfaction
  • A look at how KM is helping enterprises capture and preserve the institutional knowledge of their tenured and retiring workforce
  • Examination of the asset management workflow in the 5 featured KM solutions, including data acquisition, authoring, review, revision and approval process, publication/distribution, and search capabilities
  • Review of the KM competitive landscape, including the technology sectors that are developing KM solutions as well as an overview of the 5 featured KM vendors, their product offerings, and packaged solutions
  • Side-by-side comparative analysis of the technical and functional capabilities of the 5 featured KM solutions
  • Knowledge management implementation analysis, including vendor methodology, time frames, best practices, professional services, training/workshops, and resources required to implement and maintain the solution
  • Knowledge management uses, benefits, and return on investment (ROI) analysis
  • Results of DMG’s comprehensive customer satisfaction survey, which ranks vendors based on customer satisfaction across 10 vendor categories, 9 KM product capabilities, 5 customer-facing capabilities, and 5 agent/employee-facing capabilities
  • Knowledge management vendor pricing
  • Detailed company reports for the 5 KM vendors, analyzing product functionality and near-term product roadmap deliverables
  • Glossary of Terms
  • Knowledge Management Vendor Director
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. What is Knowledge Management?
    • 4.1 Vendor Definitions
    • 4.2 The Distinctions between Search, Content Management and Knowledge Management
  5. Knowledge Management Trends and Challenges
    • 5.1 Knowledge Management Trends
    • 5.2 Knowledge Management Challenges
  6. Knowledge Management Market Innovation
    • 6.1 New Product Features
    • 6.2 Emerging Capabilities
  7. Knowledge Management Rides the AI Wave
  8. The Time is Right for KM, Now More than Ever
    • 8.1 Omni-Channel Capabilities
  9. Help Yourself by Helping Your Customers Self-Serve
  10. Knowledge Management Improves Agent Retention in More Ways than One
  11. Preserving Institutional Knowledge
  12. KM Asset Management
    • 12.1 Structuring and Configuring Content
    • 12.2 Data Acquisition/Authoring
    • 12.3 Review, Revision and Approval
    • 12.4 Publication, Distribution and Management
    • 12.5 Search
  13. Knowledge Management Market Activity Analysis
  14. Knowledge Management Competitive Landscape
    • 14.1 Knowledge Management Company Snapshot
    • 14.2 Knowledge Management Vendor Offerings and Products
      • 14.2.1 Packaged/Verticalized Applications
  15. Knowledge Management Technical and Functional Analysis
    • 15.1 High-Level Technical Summary
      • 15.1.1 Integration
      • 15.1.2 Security and Compliance
    • 15.2 High-Level Functional Summary
      • 15.2.1 Dashboards, Reporting and KPIs
  16. Knowledge Management Implementation Analysis
    • 16.1 Knowledge Management Best Practices
  17. Knowledge Management Uses, Benefits, and Return on Investment
  18. Knowledge Management Pricing
    • 18.1 Premise-Based Pricing
    • 18.2 Cloud-Based Pricing
  19. Knowledge Management Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Knowledge Management Product Capabilities
      • 19.2.1 Knowledge Management Product Capabilities Satisfaction, by Category and Customer
    • 19.3 Summary of Survey Findings and Analysis: Knowledge Management Customer-Facing Capabilities
      • 19.3.1 Knowledge Management Customer-Facing Capabilities Satisfaction, by Category and Customer
    • 19.4 Summary of Survey Findings and Analysis: Knowledge Management Agent/Employee-Facing Capabilities
      • 19.4.1 Knowledge Management Agent/Employee-Facing Capabilities Satisfaction, by Category and Customer
    • 19.5 Customer Background and Insights
      • 19.5.1 Business Units Using Knowledge Management
      • 19.5.2 Top 3 – 5 Knowledge Management Purchasing Drivers
      • 19.5.3 Top 3 – 5 Knowledge Management Challenges
      • 19.5.4 Additional Comments
  20. Company Reports
    • 20.1 KMS Lighthouse
    • 20.2 NICE
    • 20.3 Serviceware SE
    • 20.4 Shelf
    • 20.5 Verint Systems

Appendix: Knowledge Management Glossary of Terms
Appendix: Knowledge Management Vendor Directory

 

Table of Figures

  • Figure 1: Knowledge Management
  • Figure 2: Vendor Definitions of Knowledge Management
  • Figure 3: Functional Comparison of KM, Content Management and Search
  • Figure 4: Knowledge Management Trends
  • Figure 5: Knowledge Management Challenges
  • Figure 6: New Product Features, by Vendor
  • Figure 7: Future Enhancements, by Category
  • Figure 8: Omni-Channel/Multi-Media Support
  • Figure 9: Customer-Facing Applications
  • Figure 10: Agent/Employee Applications
  • Figure 11: Capturing Tacit Knowledge
  • Figure 12: Content Structure and Configuration
  • Figure 13: Data Acquisition/Authoring
  • Figure 14: Review, Revision and Approval
  • Figure 15: Publication, Distribution and Management
  • Figure 16: Search
  • Figure 17: KM Competitive Landscape
  • Figure 18: Company Information, as of December 31, 2021
  • Figure 19: Product Information
  • Figure 20: Packaged/Verticalized Applications
  • Figure 21: Technical Components Summary
  • Figure 22: Integration
  • Figure 23: Security and Compliance
  • Figure 24: High-Level Functional Summary
  • Figure 25: Dashboards, Reporting and KPIs
  • Figure 26: Implementation Analysis
  • Figure 27: Implementation Analysis
  • Figure 28: Knowledge Management Uses, Benefits and Return on Investment
  • Figure 29: Premise-Based Pricing for a 250-Seat Enterprise or Contact Center Implementation
  • Figure 30: Cloud-Based Pricing for a 250-Seat Enterprise or Contact Center Implementation
  • Figure 31: Customer Survey Rating Categories
  • Figure 32: Average Vendor Satisfaction Ratings, by Category
  • Figure 33: Product Satisfaction Ratings, by Customer
  • Figure 34: Implementation Satisfaction Ratings, by Customer
  • Figure 35: Training Satisfaction Ratings, by Customer
  • Figure 36: Professional Services Satisfaction Ratings, by Customer
  • Figure 37: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 38: Product Innovation Satisfaction Ratings, by Customer
  • Figure 39: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 40: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 41: Pricing Satisfaction Ratings, by Customer
  • Figure 42: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 43: Average KM Product Capabilities Satisfaction Ratings, by Category
  • Figure 44: Ease of Content Creation Satisfaction Ratings, by Customer
  • Figure 45: Content Review, Revision and Approval Workflow Satisfaction Ratings, by Customer
  • Figure 46: Ability to Identify and Notify Users of Outdated and/or Ineffective Content Satisfaction Ratings, by Customer
  • Figure 47: Ability to Leverage Internal and External Content in a Variety of Formats Satisfaction Ratings, by Customer
  • Figure 48: Ability to Publish Content for Multiple User Types and Channels Satisfaction Ratings, by Customer
  • Figure 49: Ability to Create Knowledge Assets from Institutional Knowledge Captured from Subject Matter Experts Satisfaction Ratings, by Customer
  • Figure 50: Ability to Create Knowledge Assets from Customer and Employee Crowdsourcing Satisfaction Ratings, by Customer
  • Figure 51: Ability to Auto-Discover Content Gaps Satisfaction Ratings, by Customer
  • Figure 52: Search Capabilities Satisfaction Ratings, by Customer
  • Figure 53: Average KM Customer-Facing Capabilities Satisfaction Ratings, by Category
  • Figure 54: Omni-Channel Support Satisfaction Ratings, by Customer
  • Figure 55: Ability to Leverage KM in Self-Service Solutions to Improve Containment Rates Satisfaction Ratings, by Customer
  • Figure 56: Ability to Ensure Consistency of Information Across Channels Satisfaction Ratings, by Customer
  • Figure 57: Ability to Proactively Provide Real-Time Digital Guidance to Customers Satisfaction Ratings, by Customer
  • Figure 58: Ability to Improve the Customer Experience Satisfaction Ratings, by Customer
  • Figure 59: Average KM Agent/Employee-Facing Capabilities Satisfaction Ratings, by Category
  • Figure 60: Ability to Provide Real-Time Agent/Employee Guidance/Next Best Action Satisfaction Ratings, by Customer
  • Figure 61: Ability to Improve Agent/Employee Productivity Satisfaction Ratings, by Customer
  • Figure 62: Ability to Improve Agent/Employee Quality Satisfaction Ratings, by Customer
  • Figure 63: Ability to Reduce Training/Onboarding Time Satisfaction Ratings, by Customer
  • Figure 64: Ability to Support Work-at-Home/Remote Staff Satisfaction Ratings, by Customer
  • Figure 65: Business Units Using Knowledge Management
  • Figure 66: Top 3 – 5 Knowledge Management Purchasing Drivers
  • Figure 67: Top 3 – 5 Challenges of your Knowledge Management Solution
  • Figure 68: Additional Comments about your Experience with the Vendor and/or Product
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