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eGain Knowledge Hub
What eGain Knowledge Hub is
eGain Knowledge Hub is a contact-center knowledge management platform from eGain Knowledge Hub in Sunnyvale, California. It centralizes customer context, omnichannel content, search, guidance, and analytics so agents can find one trusted answer and follow consistent, compliant processes across touchpoints. The platform describes AI reasoning, machine learning, natural language processing, and analytics as foundations for its capabilities. Authoring and governance tools include generative AI authoring, WYSIWYG editing, compliance workflows, revision history, role-based access control, and taxonomy management. AI search, personalization, process guidance, audience-specific portals, feedback, and suggestions deliver knowledge to users. Integrations include Salesforce, Microsoft Dynamics, SAP, ServiceNow, SharePoint, Adobe Experience Manager, Cisco, Avaya, Amazon Connect, Five9, and Genesys. Salesforce users can search eGain content and add articles as case solutions. It supports web and API access, SSO, version history, and content analytics. Pricing is paid with no free plan, but a limited free trial is available. Plans include Contact Center User at $25 a month, Enterprise User at $12.50 a month, and Customer Self-Service at $0.20 a month per session.
Who it suits
It suits contact-center agents and digital-first or remote-first businesses needing managed customer-service knowledge. Enterprise teams outside contact centers and customer self-service users also have listed plan options.
What it does well
- Centralizes customer context and omnichannel content
- AI search and process guidance
- Revision history and compliance workflows
- Salesforce integration for case solutions
- Free trial available
What to know first
- No free plan
- Customer self-service bills by session
- Compliance add-ons require applicable cloud service purchase
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Contact Center User | per named user per month · AI-powered knowledge and guidance for contact center agents | $25 a month |
| Enterprise User | per named user per month · AI-powered knowledge and guidance for enterprise users outside the contact center | $12.50 a month |
| Customer Self-Service | per self-service session; buy in blocks of 1,000 billable session units · Session ends on exit or after 20 minutes of inactivity; billing uses 10-minute increments rounded up | $0.20 a month |
As egain.com lists them, read 12 Oct 2026. The maker's own page has the final word.
Verdict
eGain Knowledge Hub combines governed authoring, AI-assisted delivery, analytics, and broad integrations for contact-center knowledge work. Its paid plans separate contact-center, enterprise, and self-service usage.
Facts from eGain Knowledge Hub's own pages
- Additional compliance
- The security policy says PCI-DSS Level 1, FedRAMP, and HIPAA coverage apply when the customer purchases and maintains the applicable eGain Cloud Service add-on. · hd.egain.com, 12 Oct 2026
- AI capabilities
- The product page describes AI reasoning, machine learning, natural language processing, and analytics as powering the platform. · egain.com, 12 Oct 2026
- Publishing audience
- both · egain.com, 21 Sept 2026
- Authoring and governance
- Features include generative AI authoring, WYSIWYG authoring, compliance workflows, revision history, role-based access control, and taxonomy management. · egain.com, 12 Oct 2026
- Content analytics
- Yes · egain.com, 21 Sept 2026
- Free plan
- No · egain.com, 21 Sept 2026
- Headquarters
- Sunnyvale, California, United States · egain.com, 28 Sept 2026
- Integrations
- eGain lists integrations including Salesforce, Microsoft Dynamics, SAP, ServiceNow, SharePoint, Adobe Experience Manager, Cisco, Avaya, Amazon Connect, Five9, and Genesys. · egain.com, 12 Oct 2026
- Intended customers
- eGain describes the Knowledge Hub as serving contact center agents and digital-first, remote-first businesses seeking customer service knowledge management. · egain.com, 12 Oct 2026
- Knowledge delivery
- Knowledge-use features include AI search, content personalization, process guidance, audience-specific portals, feedback, and suggestions. · egain.com, 12 Oct 2026
- Purpose
- eGain Knowledge Hub is a contact center knowledge management platform that centralizes customer context, omnichannel content, search, guidance, and analytics. · egain.com, 12 Oct 2026
- Salesforce integration
- Agents can search and browse eGain knowledge within Salesforce and add articles as case solutions. · help.egain.com, 12 Oct 2026
- Security
- eGain's security policy describes a security program based on NIST 800-53 and ISO 27001:2013, with annual independent third-party audits that include SOC 2 Type II. · hd.egain.com, 12 Oct 2026
- SSO support
- Yes · egain.com, 21 Sept 2026
- Support
- The eGain site lists support contact information at [email protected] and +1 800-821-4358. · egain.com, 12 Oct 2026
- Trial
- eGain offers a free trial for a limited period; its pricing page also describes Innovation in 30 Days as a no-cost 30-day guided production pilot. · egain.com, 12 Oct 2026
- Trusted answers
- The product is designed to give agents a single trusted answer and support consistent, compliant processes across touchpoints. · egain.com, 12 Oct 2026
- Version history
- Yes · egain.com, 21 Sept 2026
Where eGain Knowledge Hub stands on Freedom251
- Knowledge base software#87 of 138