Our overall experience with eGain has been very positive, particularly in how it supports enterprise-scale knowledge management and performance support. The platform is robust and highly configurable, which has allowed us to build a centralized, AI-powered knowledge base that meets the needs of a diverse and growing workforce. eGain has been especially strong in enabling end users to find accurate, trusted information when they need it. eGain has also pushed enhancement requests forward to esnure the platform can meet our emerging needs.

The product itself from the end user perspective is top notch. Little to no down time. The search functionality is very fast and accurate. The creation of knowledge content is not so smooth. Lots of idiosyncrasies and format translation issues that take a while to get used to with the authoring console. Creating Guided Help (AI) content has a huge learning curve with documentation that isn't especially good at making connections between the pieces.