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Upland Software, Inc. has announced that it has been recognized in the 2026 Gartner Magic Quadrant for Customer Service Knowledge Management Systems, published on July 16, 2026. The report evaluates technology providers in the customer service knowledge management systems market and highlights the industry’s shift toward AI-driven, machine-readable knowledge.
According to Gartner, the customer service knowledge management market is moving beyond traditional content repositories toward active knowledge layers that can support AI-driven reasoning and enterprise automation.
Upland said the recognition reflects the growing importance of knowledge management as organizations adopt AI and agentic technologies across customer service operations.
“We believe this recognition reflects just how much opportunity this market presents as knowledge management is seen as foundational to the broader AI innovation taking place in large enterprises,” said Dan Doman, Chief Operating and Product Officer at Upland Software.
Upland’s RightAnswers platform is a KCS v6-verified enterprise knowledge management solution designed for large and complex organizations. The platform combines AI-powered knowledge creation and delivery to help customer service agents and customers access relevant information across channels and systems.
With customer service teams under increasing pressure to resolve issues quickly while maintaining accuracy and consistency, knowledge management has become an important foundation for both human support teams and AI-powered service experiences.
Gartner defines a customer service knowledge management system as a collection of technologies that enables organizations to provide customers and support employees with timely, accurate and contextually relevant information. Core capabilities include content creation, capture, contextualization, secure storage, search and content aggregation.
Upland said RightAnswers is designed to support these requirements while helping enterprises build a knowledge foundation that can serve employees, customers and emerging AI and agentic systems.
The Gartner report was authored by Pri Rathnayake, Jennifer MacIntosh, Patrick Quinlan and Drew Kraus and was published on July 16, 2026.
