eGain Knowledge+AI
Contact center knowledge base software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$12.50 per user per month
Free Trial
Free version unavailable
Small
Medium
Large
- Banking and insurance
- Healthcare and life sciences
- Media and communications
What is eGain Knowledge+AI
eGain Knowledge+AI is a knowledge management and delivery platform designed for customer service organizations, with a focus on contact center and digital support use cases. It centralizes and structures customer-facing and agent-facing content, and supports guided assistance to help agents and customers find consistent answers across channels. The product is typically used by contact center agents, supervisors, and knowledge authors to create, govern, and publish knowledge with workflow and analytics. It is commonly deployed alongside CRM and contact center platforms to improve answer consistency and reduce handle time.
Purpose-built for service knowledge
The product is designed around contact center knowledge workflows such as authoring, review/approval, publishing, and version control. It supports agent-assist and self-service scenarios where the same knowledge must be reused across voice and digital channels. This focus can reduce the need to adapt a general internal wiki to customer service governance requirements.
Guided troubleshooting capabilities
eGain Knowledge+AI supports guided help/decision-tree style experiences that can standardize troubleshooting and policy compliance. This is useful for complex service processes where agents need step-by-step guidance rather than free-text articles alone. It can also help reduce variability in answers across agents and sites.
Integration with service ecosystems
The platform is commonly implemented as part of a broader customer service stack and is designed to integrate with CRM and contact center environments. This enables knowledge to surface in agent desktops and digital service journeys without switching tools. Integration support is a practical differentiator versus standalone knowledge tools that require heavier customization to embed in service workflows.
Implementation can be complex
Knowledge governance, taxonomy design, and guided content often require upfront design work and cross-team alignment. Organizations may need professional services or experienced administrators to configure workflows, templates, and integrations. Time-to-value can be longer than lightweight knowledge bases intended for rapid, informal publishing.
Best fit for service teams
The product’s feature set is oriented toward customer service operations rather than broad enterprise collaboration. Teams looking for a general-purpose internal knowledge hub may find the workflow and structure more rigid than they need. This can increase change-management effort for non-service departments.
AI outcomes depend on content quality
AI-assisted retrieval and guidance depend heavily on well-maintained, well-structured knowledge content. If articles are outdated, duplicated, or poorly tagged, answer quality and deflection rates can suffer. Ongoing content operations (ownership, review cadence, and analytics-driven improvements) are typically required.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Contact Center User | $25 per named user/month | AI-powered knowledge and contextual agent guidance for contact-center agents (listed on eGain Knowledge+AI and AI Knowledge Hub pages). |
| Enterprise User | $12.50 per named user/month | AI-powered knowledge and guidance for enterprise users (outside the contact center). |
Usage-based / self-service (listed on eGain official site): Pricing model: Usage-based (buy in blocks) Customer Self-Service: $0.20 per self-service session — buy in blocks of 1,000 billable session units. (A billable session is a series of self-service interactions up to 10 minutes.) AI Agent (separate product page): $0.50 per Resolution — buy in blocks of 100 Resolutions ($50 per block). A Resolution is a conversation followed by 24 hours of silence. Free trial: Vendor indicates "Try for free" on Knowledge+AI/AI pages; AI Agent page explicitly documents a 2-week free trial in its FAQ.
Seller details
eGain Corporation
Sunnyvale, CA, USA
1997
Public
https://www.egain.com/
https://x.com/eGain
https://www.linkedin.com/company/egain-corporation/
