I am looking to identify the key differentiating features of egain Knowledge Hub from Confluence when it comes to managing knowledge within an organization. Kindly share your inputs.
I realize this is an old post, and I don’t know if you are still curious. I just noticed it, and I thought it needed at least some kind of response.
The bottom line is that Confluence and eGain Knowledge Hub are two completely different systems, used for two different reasons. The basic differences are below (there are many more, but this is a basic list):
- Main Function - The two systems are used for different reasons. They are both very good at their respective functions, and eGain actually uses both types of systems. Confluence is used for Collaboration, where everyone, generally, has the ability to create/modify the content, and employees work together to provide a working document. Confluence is really geared toward providing a bunch of information that many people have the ability to work on. eGain Knowledge is a Knowledge Management System, which is used for disseminating curated content that is easy to search for and easy to find/use. Its general use is for answering questions that someone has, whether it be in a Contact Center or in the Enterprise.
- Searchability/Findability - Sometimes, it can be difficult to find the content in Confluence, unless you know exactly what you are looking for and where it is in the space. The interface is designed more for the organization of the author of the content, and not so much for the consumer of the content. eGain is a Knowledge Management System that focuses on both the Author’s organization of the content and the Consumer’s retrieval/usage of the content. Thus, using eGain Knowledge to find information and answer questions is usually preferred.
- Advanced Searching and AI Technologies - Since Confluence is more focused on the Collaboration use cases, the advanced features for Confluence are more around the creation, Author permissions, and who can collaborate. eGain Knowledge, as a KMS, is focused on both the Consumer Experience, as well as the Author Experience. Therefore, the advanced technologies are used in many areas of the system. For example, AI technologies are used to help create and update content in the knowledge base, as well as used for searching for content and answering the consumer’s question directly. AI technologies are also used to help the Consumer follow a specific business process in a step-by-step instructional manner. The addition of Generative AI is one of the advanced AI technologies that eGain has already added to its product set.
- Reporting and Analytics - Confluence, as a Collaboration system, focuses more on the creation and editing of the content. Most of the reporting is based on that focus. With eGain Knowledge, Reporting and Analytics are focused on both the Authoring of the content, as well as the usage of the content. eGain’s Reporting and Analytics also includes the ability to see where there are holes in the knowledge content and can suggest what other content should be created.
Once again, the above is very high level. There are many additional comments I could make, but I think I’ve covered the basics.
All-in-all, the systems are used for two different reasons, and depending on the business problem you are trying to solve, you will choose the correct system that will meet your needs.