www.egain.com Open in urlscan Pro
141.193.213.21  Public Scan

Form analysis
2 forms found in the DOM

GET https://www.egain.com/

<form method="get" action="https://www.egain.com/" class="header-searchform">
  <span class="screen-reader-text">Search this website</span>
  <input aria-label="Submit search" type="search" name="s" autocomplete="off" value="" placeholder="Type then hit enter to search...">
</form>

GET https://www.egain.com/

<form aria-label="Search this website" method="get" action="https://www.egain.com/" class="mobile-searchform">
  <input aria-label="Insert search query" value="" class="field" id="ocean-mobile-search-1" type="search" name="s" autocomplete="off" placeholder="Search">
  <button aria-label="Submit search" type="submit" class="searchform-submit">
    <i class=" icon-magnifier" aria-hidden="true" role="img"></i> </button>
</form>

Text Content

Skip to content
Open toolbar Accessibility Tools

Accessibility Tools

 * Increase TextIncrease Text
 * Decrease TextDecrease Text
 * GrayscaleGrayscale
 * High ContrastHigh Contrast
 * Negative ContrastNegative Contrast
 * Light BackgroundLight Background
 * Links UnderlineLinks Underline
 * Readable FontReadable Font
 * Reset Reset

Print
   +1 800-821-4358 support@egain.com
 * +1 800-821-4358
 * support@egain.com
 * 
 * 
 * 
 * 

 * Products
   * COLLABORATION
     * eGain Conversation Hub
     * eGain CallTrack
     * eGain Chat
     * eGain Virtual Assistant
     * eGain ClicktoCall
     * eGain Cobrowse
     * eGain Mail
     * eGain Notify
     * eGain Offers
     * eGain Social
     * INSIGHT
       * eGain Analytics Hub
       * eGain IVR Analytics
   * KNOWLEDGE + AI
     * eGain Knowledge Hub
     * eGain Knowledge for Contact Centers
     * eGain Knowledge for Self-Service
     * eGain Virtual Assistant
     * eGain Virtual Assistant for Agents
     * eGain Sales Advisor
     * SERVICES
       * eGain Consulting
       * eGain University
     * MORE
       * eGain Cloud AlwaysOn
   * EDITIONS
     * eGain Knowledge Hub for Adobe
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Apple Business Chat
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
     * eGain Knowledge Hub for Talkdesk
     * eGain Mobile
 * Solutions
   * INDUSTRIES
     * Banking
     * Financial Services
     * Government
     * Health Care Providers
     * Health Insurance
     * P&C Insurance
     * Outsourcers
     * Retail
     * Tech Industry
     * Telecom
     * Travel & Hospitality
     * Utilities
   * ORGANIZATIONS
     * Contact Centers
     * eCommerce
     * eService
     * Helpdesks
     * IT
     * Marketing
   * EDITIONS
     * eGain SmartIVR
     * eGain Telehealth
     * eGain AI Coach
 * Resources
   * LIBRARY
     * Articles
     * Blogs
     * Research
     * Videos
     * White Papers
     * Customer Success
     * EBOOKS
       * Knowledge Management for Dummies
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
     * DEVELOPER COMMUNITY
       * eGain Developer Central
     * PARTNER COMMUNITY
       * eGain Econet Portal
       * eGain Marketplace
   * TOPICS
     * Chat
     * Cloud Software
     * Customer Service Software
     * Digital Transformation
     * Digital CX
     * Generative AI for Customer Service
     * Knowledge Management
     * Knowledge Management System
 * Success
   * CUSTOMERS
     * Customer Success
     * AWARDS
       * Analyst Recognition
       * Awards
 * Support
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
     * eGain Managed Services
 * Partners
   * PARTNER COMMUNITY
     * eGain Econet Portal
     * eGain Community
     * Partner Locator
     * Partner Deal Registration Form
     * eGain Marketplace
   * SOLUTIONS
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain for Google’s Business Messages
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
   * EDITIONS
     * eGain Knowledge Hub for Adobe
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
     * eGain for Salesforce
     * eGain Knowledge Hub for Talkdesk
 * Company
   * MANAGEMENT
     * Board of Directors
     * Executive Team
     * INVESTOR RELATIONS
       * Investors
       * Annual Reports
   * CAREERS & CONTACT
     * Careers
     * Locations
     * Contact Us
     * RECOGNITION
       * Analyst Recognition
       * Awards
   * NEWS AND EVENTS
     * Events
     * Press Releases
     * Press Clippings
     * Webinars
     * Podcasts
 * Contact us
 * Blog
 * 

Search this website
Menu Close
 * Products
   * COLLABORATION
     * eGain Conversation Hub
     * eGain CallTrack
     * eGain Chat
     * eGain Virtual Assistant
     * eGain ClicktoCall
     * eGain Cobrowse
     * eGain Mail
     * eGain Notify
     * eGain Offers
     * eGain Social
   * INSIGHT
     * eGain Analytics Hub
     * eGain IVR Analytics
   * KNOWLEDGE + AI
     * eGain Knowledge Hub
     * eGain Knowledge for Contact Centers
     * eGain Knowledge for Self-Service
     * eGain Virtual Assistant
     * eGain Virtual Assistant for Agents
     * eGain Sales Advisor
   * SERVICES
     * eGain Consulting
     * eGain University
   * MORE
     * eGain Cloud AlwaysOn
   * EDITIONS
     * eGain Knowledge Hub for Adobe
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Apple Business Chat
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
     * eGain Knowledge Hub for Talkdesk
     * eGain Mobile
 * Solutions
   * INDUSTRIES
     * Banking
     * Financial Services
     * Government
     * Health Care Providers
     * Health Insurance
     * P&C Insurance
     * Outsourcers
     * Retail
     * Tech Industry
     * Telecom
     * Travel & Hospitality
     * Utilities
   * ORGANIZATIONS
     * Contact Centers
     * eCommerce
     * eService
     * Helpdesks
     * IT
     * Marketing
   * EDITIONS
     * eGain SmartIVR
     * eGain Telehealth
     * eGain AI Coach
 * Resources
   * LIBRARY
     * Articles
     * Blogs
     * Research
     * Videos
     * White Papers
     * Customer Success
     * EBOOKS
       * Knowledge Management for Dummies
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
   * DEVELOPER COMMUNITY
     * eGain Developer Central
   * PARTNER COMMUNITY
     * eGain Econet Portal
     * eGain Marketplace
   * TOPICS
     * Chat
     * Cloud Software
     * Customer Service Software
     * Digital Transformation
     * Digital CX
     * Generative AI for Customer Service
     * Knowledge Management
     * Knowledge Management System
 * Success
   * CUSTOMERS
     * Customer Success
   * AWARDS
     * Analyst Recognition
     * Awards
 * Support
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
     * eGain Managed Services
 * Partners
   * PARTNER COMMUNITY
     * eGain Econet Portal
     * eGain Community
     * Partner Locator
     * Partner Deal Registration Form
     * eGain Marketplace
   * SOLUTIONS
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain for Google’s Business Messages
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
   * EDITIONS
     * eGain Knowledge Hub for Adobe
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
     * eGain for Salesforce
     * eGain Knowledge Hub for Talkdesk
 * Company
   * MANAGEMENT
     * Board of Directors
     * Executive Team
   * INVESTOR RELATIONS
     * Investors
     * Annual Reports
   * CAREERS & CONTACT
     * Careers
     * Locations
     * Contact Us
   * RECOGNITION
     * Analyst Recognition
     * Awards
   * NEWS AND EVENTS
     * Events
     * Press Releases
     * Press Clippings
     * Webinars
     * Podcasts
 * Contact us
 * Blog
 * 


    
    
 1. Home/
 2. Resources/
 3. ROI from Findability


ROI FROM FINDABILITY: HOW KNOWLEDGE MANAGEMENT UNLOCKS BUSINESS VALUE OF CONTENT
MANAGEMENT

Content management systems (CMS) and processes offer businesses a scalable
framework to create, store, publish, and archive content across intranet, web,
and print channels. What they don’t do well is help employees and customers find
the right content when they need it.

This “knowing-doing” gap in enterprise content can be bridged by CM solutions
working in tandem with knowledge management (KM) solutions.


THE “KNOWING-DOING” GAP IN ENTERPRISE CONTENT



Enterprises that have invested in good Content Management tools end up with a
well-implemented process for creating, reviewing, approving, storing,
retrieving, and archiving digital content. Therefore, they have content to
address most needs of their employees and customers somewhere in the CMS—the
system may even “know” the answer to almost every inquiry from an employee or
customer. However, the only part of the content management (CM) process that
actually delivers business ROI (return on investment) is the retrieval process,
whether user-initiated (reactive pull) or system-initiated (proactive push.)



Most CM tools, unfortunately, equate retrieval to search. Search, as an access
method, does not work well in intranet content frameworks.

As a result, while these companies manage to reduce the cost of developing and
managing content, they continue to struggle in delivering the right content to
any user—customer, partner, supplier, or employee—at the moment of interaction.
This “knowing-doing” gap usually stays unfulfilled.


THE FATE OF CM (WITHOUT KM)



Most Content Management investments, not surprisingly, are justified based on
IT-driven lower total cost of ownership (TCO) benefits, whereas most Knowledge
Management investments aim for business-driven higher ROI benefits.



Large organizations have invested heavily in Content Management technology and
process, but not bothered to augment their CM investment with a complementary KM
capability. They have large teams working on content creation, approval, and
aggregation, who create a mountain of content that is available for the
enterprise and its customers.

When we ask them what ROI they get from their CM investments, we get a surprised
look. “CM is not about ROI, it is a required investment,” they say. “Every
enterprise must have a CM strategy and process.” But they have never really
thought about quantifying the business benefits of Content Management. Maybe,
they are able to deliver better quality content to their audience. But they are
not sure; they do know that they are able to manage content assets more
efficiently.

When we persist and ask them, “Do you know how your employees and customers
actually use all this content? Can they find the content they need? What content
do they find useful? Are there gaps in what content they are looking for and
what you are delivering?” they are convinced that you are a spy of the CFO,
someone who wants to squeeze ROI out of an IT project.

THE TRUTH IS CONTENT MANAGEMENT IS NOT MEANT TO DELIVER ROI. KNOWLEDGE
MANAGEMENT IS.



Knowledge Management leverages Content Management content assets, while focusing
on delivering measurable business benefits like improved first-call resolution
rates, reduced training time, reduced escalation, and improved customer
experience in the contact center, branch offices, website, and other knowledge
portals.



KNOWLEDGE MANAGEMENT MAKES CONTENT MANAGEMENT INVESTMENT PAY OFF



Knowledge Management delivers the all-important findability for a range of user
types and inquiry types. It makes all the content investment (tools, people,
processes) pay off in an organization. Especially mission-critical in customer
contact centers, findability can unleash business value at the “moment of truth”
in business-to-customer interactions.



CONTENT IS VALUABLE ONLY IF USERS ARE ABLE TO GET TO IT.

To make content accessible and available, KM solutions provide an array of
access methods to match the combination of inquiry and inquirer types.

 * An expert user who wants to navigate through content much more efficiently
   could use power search, topic browsing, and bookmarks extensively.
 * On the other hand, a novice (and we are all novices outside our domain of
   expertise within any organization) could lean on guided help, driven by AI
   Case-Based Reasoning (CBR) and dynamic FAQs to get to the right answer.
 * And customers who are visiting the company website, may get to the same
   content through a friendly chatbot that can communicate in natural language.

Modern KM solutions also store and analyze usage (successful and failed
sessions, user feedback, etc.) to provide adaptive feedback and automated
suggestions through reports and triggered process workflows to content authors
and access method developers. This dynamic feedback and measurement process
helps keep the content fresh and focus authors on the most pressing user needs,
determined through detailed access pattern profiling.


CONCLUSION



If Content Management is all about creating a warehouse full of well-developed
content assets, then Knowledge Management is all about the merchandizing process
for users to be able to get to the appropriate content and knowledge that they
need when they need it—quickly and reliably.



CONTACT USDOWNLOAD PDF



Commitment to Accessibility
eGain is committed to serving all customers, including those with disabilities.
Our website is currently undergoing redesign to comply with the Web Content
Accessibility Guidelines (WCAG) digital accessibility standards, and we invite
your feedback. If you have difficulty using any aspect of our site, please email
us. You can also call us at +1 408 636 4500 (USA) or +44 1635 800087 (EMEA) for
information about our products, placing orders, or for any of the other services
that customers can access online through our website.

SIGN UP FOR OUR EMAILS

Keep up on product enhancements, thought leadership, and best practices. Enter
your e-mail address and subscribe to updates from us.
SUBSCRIBE TODAY

ABOUT US

 * Careers
 * Investor relations
 * Privacy Policy
 * Cookie Policy
 * Terms of Use

CONNECT WITH US

 * Contact Us
 * Contact Support
 * Community Forums

FOLLOW US

 * 
 * 
 * 

Print
Copyright © 2023. eGain Corporation. All Rights Reserved.
English
German English
We use cookies to ensure you get the best experience on our website. Continued
use of this website indicates your acceptance of our cookie policy. AcceptCookie
Policy