Upland Software Named in the 2026 Gartner® Magic Quadrant™ for Customer Service Knowledge Management Systems

Key Terms

machine-readable knowledge technical

Machine-readable knowledge is information formatted so computers can automatically parse, interpret, and use it without human retyping—think of data and facts arranged like recipes a program can follow. For investors this matters because it lets trading systems, research tools, and dashboards ingest announcements, financial metrics, or regulatory text quickly and consistently, enabling faster analysis, automated screening, and easier comparison across companies.

agentic technical

"Agentic" describes the quality of being proactive and capable of making independent decisions that influence outcomes. It reflects a person's or entity's ability to act with purpose and control, rather than passively accepting circumstances. For investors, recognizing agentic behavior can signal confidence and initiative, which may impact market dynamics and decision-making strategies.

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AUSTIN, Texas--(BUSINESS WIRE)-- Upland Software, Inc. (Nasdaq: UPLD), a provider of enterprise intelligence that turns knowledge, content, and data into actionable AI-powered outcomes, today announced it has been recognized in the Magic Quadrant for Customer Service Knowledge Management Systems, published by Gartner, Inc. on July 16, 2026. The report evaluates vendors in the customer service knowledge management systems (CS-KMS) market. According to the report, "the CS-KMS market is undergoing a structural shift from passive content repositories to active, AI-driven reasoning layers powered by machine-readable knowledge."

"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. “We're proud to be consistently recognized by analysts over our two decades of experience making customers successful. We feel that this particular report is timely as we keep building toward a knowledge foundation that works for people doing support, the AI systems now helping them, and the agentic future."

Upland RightAnswers is a KCS v6 verified enterprise knowledge management platform purpose-built for large, complex organizations. Backed by 25 years of knowledge management expertise, the platform combines AI-powered knowledge creation and delivery, giving both agents and customers the right information at the right moment, across every channel and system they rely on. As customer service teams face rising pressure to resolve issues faster while keeping answers accurate and consistent at a global scale, RightAnswers helps enterprises meet those demands without adding headcount.

Gartner defines a customer service knowledge management system as “a collection of technologies that enable the timely provision of accurate, contextually relevant information to an organization’s customers and customer service and support employees. They provide content capture, creation, contextualization and secure storage as core capabilities, in addition to search and content aggregation."

Learn more about Upland RightAnswers and its knowledge management capabilities.

Gartner, Magic Quadrant for Customer Service Knowledge Management Systems, Pri Rathnayake, Jennifer MacIntosh, Patrick Quinlan, Drew Kraus, 16 July 2026.

GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark, of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Upland Software

Upland Software (Nasdaq: UPLD) provides an intelligence layer that unifies and contextualizes enterprise knowledge, content, and data, turning isolated information into actionable outcomes for every human and agent. More than 1,100 enterprise customers rely on Upland's deep domain expertise to drive measurable, value-add outcomes, unlocking the full potential of AI as their organizations evolve. For more information, visit www.uplandsoftware.com.

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Media Contact
Lloyd Berry
media@uplandsoftware.com

Source: Upland Software Inc.