Sunnyvale, CA ((February 29, 2015): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that it has been named to the 2016 KMWorld list of “100 Companies That Matter in Knowledge Management.” For the past 17 years, knowledge management practitioners, theorists, analysts, vendors, and their customers and colleagues have come together to select the top 100 providers defining and exemplifying best practices in knowledge management.
This is eGain’s tenth year in the prestigious list. According to Sandra Haimila, Editor, KMWorld, each of those listed “represent the best in innovation, creativity and functionality… [The companies] offer solutions designed to help users and customers find what they need whenever and wherever they need it.” The 2016 list will be published in the March issue of KMWorld magazine.
Consistently rated #1 by premier industry analysts, eGain Knowledge™ empowers all agents to handle all calls and reduces customer self-service effort with easy, guided experiences. “eGain Knowledge disrupts customer service economics with its unique guidance capability, combining proven KM best practices and pioneering AI technology,” said Ashu Roy, eGain CEO. “Our Fortune 1000 clients like Anderson Windows, Barclays and EE attribute up to 20-point NPS improvement, 30% FCR increase, and 70% agent training reduction to eGain Knowledge rollouts across their large customer service operations.”
“Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction. CIOs can reduce customer support costs by 25% or more when a proper knowledge management (KM) discipline is in place,” wrote Michael Maoz, Vice President and Distinguished Analyst at Gartner, in his research note “Knowledge Management will Transform CRM Customer Service,” dated March 6, 2014, Gartner Foundational July 2015.
KMWorld (www.kmworld.com) is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 30,000 subscribers about the components and processes—and subsequent success stories— that together offer solutions for improving business performance.
KMWorld is a publishing unit of Information Today, Inc. (www.infotoday.com)
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain software, visit http://www.egain.com/products/
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
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