Upland Software Inc. has announced it has been cited for two of its knowledge management software products — Panviva and RightAnswers — in the 2022 Gartner "Market Guide for Customer Service Knowledge Management Systems" report.

"Over the past decade, Upland has continued to expand our presence within the knowledge management market, delivering the specialized knowledge solutions that our customers need to unlock real, tangible results for their business," said Keith Berg, senior vice president and general manager, Upland. "Upland's knowledge strategy incorporates leading AI and machine learning technologies to enable the creation, enrichment and delivery of personalized, actionable knowledge at an enterprise level, and we are thrilled to have been recognized in the Gartner research."

• Panviva delivers employees and customers with contextual guidance at their moment of need. By simplifying complex processes and helping communicate critical changes in highly compliant industries, Panviva’s unique design allows agents to access critical processes and policies instantly. From a single source of truth, governed knowledge is delivered to web, chatbots, CRMs and self-service portals enabling a true omnichannel experience for customers.
• RightAnswers uses AI and machine learning to improve the employee and customer experience by enabling organizations to create a trusted knowledge-sharing culture. It integrates with an organization’s existing applications to create, find and share knowledge, giving users the flexibility to connect all available knowledge sources and deliver relevant information where users are already doing their work. RightAnswers is also Knowledge-Centered Service (KCS) Verified V6, demonstrating Upland’s leadership in, and commitment to, the knowledge-management market.

In July of this year, Upland was also cited as a Sample Vendor in Knowledge Management Systems for CS in the Gartner Hype Cycle for Customer Service and Support Technologies, 2022, which provides a view of how a technology or application will evolve over time. The benefits of knowledge management are more understood today than they have ever been.