Why Unily ranks first for Knowledge Services in Gartner® Critical Capabilities
Unily ranks first for Knowledge Services and all other Gartner Critical Capabilities use cases. Here’s why we think we've outperformed all competitors for Knowledge Services.
What is the Gartner® Critical Capabilities report?
The Critical Capabilities report is an accompaniment to the 2024 Gartner® Magic Quadrant for Intranet Packaged Solutions, in which Unily is named a Leader and is unsurpassed for Completeness of Vision. The Magic Quadrant™ provides a clear graphical overview alongside a concise write-up of each vendor’s performance across two criteria: Completeness of Vision and Ability to Execute. As an essential companion to the Gartner Magic Quadrant, the Critical Capabilities methodology provides deeper insight into providers’ product and service offerings by extending the Magic Quadrant analysis. Use this research to further investigate product and service ratings based on key capabilities set to important, differentiating use cases.
Unily ranks first in all Use Cases in the 2024 Gartner® Critical Capabilities™ for Intranet Packaged Solutions.
Discover why Unily ranks first for Knowledge Services: An interactive Product Tour
This year, we're taking a bold step to show you exactly why we think we outperformed all competitors across every use case. We've created a self-paced, interactive product tour that lets you explore the features and capabilities that earned us the top spot.
Recognition that translates to real-world value: Knowledge Services
Gartner examined how well each solution meets the needs of six different use cases. Each vendor's product is evaluated across these critical capabilities, with a rating scale of 1.0 to 5.0 (where 1 is poor and 5 is outstanding). The product scores are then calculated by multiplying the ratings by the respective weightings for each use case. This methodology helps quantify how well each product meets the needs of different scenarios.
Gartner describes the Knowledge Services use case as a way to “Provide employees with easy access to relevant information and expertise, allowing them to solve problems, make decisions, and innovate more effectively.” Knowledge is one of the most valuable assets for any business. By efficiently organizing, sharing, and discovering knowledge, organizations can empower employees to make informed decisions quickly, foster innovation, and avoid inefficiencies. Well-structured knowledge management systems allow employees to access valuable insights at the right time, directly improving overall business outcomes.
The weighting system in this research highlights that Content Management (17%) and Search, Navigation, and Insight (18%) are for obvious reasons the most critical capabilities for knowledge management systems. These features ensure that information is structured, searchable, and easily accessible. A well-organized knowledge base helps employees quickly locate the right resources, significantly enhancing productivity and decision-making.
Additionally, the focus on AI Integration (15%) is the highest weighting in AI across all Gartner use cases. The growing role of artificial intelligence in improving knowledge discovery not only democratizes access to knowledge but also automates knowledge creation and enhances search relevance, leading to quicker, more accurate access to information.
Unily in action
Unily excels in addressing the core components of effective knowledge management with a suite of powerful features: an advanced content management system, a robust search and navigation engine, and AI-driven insights that include sentiment analysis, which provides a real-time pulse on employee behavior.
Our platform ensures that employees have secure and personalized access to the information they need based on their role and location, adhering to strict security permissions. For example, employees in the U.S. are shown American benefits policies, while those in the UK receive a tailored experience relevant to their region.
Key to fostering collaboration, Unily’s native Ideation Portal enables employees to share insights, solve problems together, and connect with subject matter experts. This approach has proven particularly successful in frontline-heavy teams, where ideation is democratized, ensuring every voice is heard and contributing to innovation.
Our AI-powered translation capabilities underpin the platform’s ability to share critical information across diverse teams, breaking down language barriers and fostering inclusive knowledge sharing across global organizations.
What truly differentiates Unily from its competitors is our agnostic approach to AI agents and assistants. Unlike other vendors who lock you into their preferred AI tools, often limiting innovation, Unily provides the autonomy to integrate and utilize best-in-class digital assistants. The future of AI agents is multi-agent, where different digital assistants are deployed for specific use cases, and Unily creates an experience layer that ensures your teams can access the right assistant for their role - simplifying the user experience while retaining flexibility and control over your AI ecosystem.
Gartner also recognized Unily for its exceptional Search, Navigation, and Insight capabilities, scoring 3.7 - the highest among any Leader in the Gartner Magic Quadrant report. Our platform’s integration with unlimited data sources, including Google, Microsoft, and Enterprise Search, provides a powerful, unified search experience that brings together diverse knowledge sources. Search results can be tailored to individuals, job roles, and locations, ensuring easy access to the most relevant information.
Case study: Shell
Shell’s partnership with Unily offers a prime example of how an effective Knowledge Management system can drive productivity, collaboration, and innovation across a large, global workforce. With 82,000 employees spanning over 70 countries, Shell required a platform capable of streamlining knowledge access, enhancing employee engagement, and enabling informed decision-making at scale.
- Shell saves $41.6m a year with The Hub
- Employees save 3.5k hours a day across Shell
Shell’s intranet, The Hub, serves as a central platform that unifies communications, business systems, and knowledge in one seamless experience. As Gartner emphasizes, a successful Knowledge Management system is grounded in Content Management, Search, Navigation, and Insight, and AI Integration—and Shell’s implementation of The Hub exemplifies this in action.
Shell powers employee experience with a Unily intranet
Content Management:
Before The Hub, Shell’s legacy intranet was fragmented, with around 20,000 pages of outdated content that had little to no engagement. The new platform has integrated all of Shell’s critical business tools, streamlining access to information and resources. This transformation has made Shell's content more accessible and relevant to the individual employee, aligning with Gartner's focus on ensuring that knowledge is structured and easily retrievable.
Search, Navigation, and Insight:
The Hub incorporates powerful search functionality that allows Shell’s employees to find the right information with minimal effort. With AI-powered multilingual translation, employees across 70 countries can access content in their native language, ensuring that the information reaches all employees, no matter where they are. Additionally, AI-driven insights enhance the search experience by improving content relevance, ensuring employees can easily access the most pertinent resources.
AI Integration:
The role of AI in Shell’s knowledge management system was critical. The Hub uses AI-powered features like Ethica, an ethics and compliance chatbot that drives efficiency by instantly answering user queries related to ethics. Additionally, AI integration supports the delivery of personalized content, as employees receive tailored information based on their roles, locations, and preferences, driving engagement and knowledge sharing.
"We wanted to make sure that our employees are equipped to have at their fingertips the data, the information, and the resources they need to do their jobs"
