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2018 Knowledge Management Product and Market Report

  • ID: 4576039
  • Report
  • May 2018
  • Region: Global
  • DMG Consulting LLC
The KM Market has Come Alive in 2018, Driven by Growing Interest in Artificial Intelligence


  • ComAround Scandinavia AB
  • MindTouch
  • Panviva Pty. Ltd.
  • Upland Software, Inc.
  • Verint Systems
  • MORE

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 this 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

Please note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed

Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.
Note: Product cover images may vary from those shown


  • ComAround Scandinavia AB
  • MindTouch
  • Panviva Pty. Ltd.
  • Upland Software, Inc.
  • Verint Systems
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Service Delivery Models
4.1 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: 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

Note: Product cover images may vary from those shown


  • ComAround Scandinavia AB
  • MindTouch
  • Panviva Pty. Ltd.
  • Upland Software, Inc.
  • Verint Systems
Note: Product cover images may vary from those shown