Mountain View, CA (October 6, 2010): eGain (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, today announced that its eGain Knowledge 10 solution has achieved SAP certification, as powered by the SAP NetWeaver® technology platform. The solution, now integrated with the SAP® Customer Relationship Management (SAP CRM) application 7.0, enables contact center agents to find answers to a broad range of customer queries with the simple click of a button and record the entire interaction in the SAP solution.
The SAP Integration and Certification Center (SAP ICC) has certified that eGain Knowledge 10 integrates with the SAP NetWeaver Process Integration (SAP NetWeaver PI) offering to exchange critical data with instances of SAP Business Suite software. This was certified via the NW-XI-CNT 7.1 interface scenario.
“Infusing knowledge into customer relationship management processes can have a transformational effect on customer experience and process efficiencies,” said Johan Jacobs, Research Director at Gartner. “Integrations of CRM systems with knowledge management systems can help here, while speeding time to benefit.”
Proven in cloud and on-site deployments in enterprises for over a decade, eGain Knowledge enables high-quality customer service by infusing customer service agents with knowledge, making them as productive as the best agents. It ensures fast, consistent, and accurate answers to customer queries by providing multiple access methods to a common multichannel knowledge base—dynamic FAQs, keyword and natural language search, browse, chatbots, and guided help, powered by patented Case-Based Reasoning (CBR) technology. eGain Knowledge can also be deployed for web self-service for superior self-service experience and adoption.
“Call centers can make or break customer relationships, and knowledge management is a proven tool for enabling better customer and agent experiences,” said Ashu Roy, Chairman and CEO of eGain. “Our certified integration with SAP NetWeaver enables end-to-end, knowledge-enabled call tracking and resolution.”
For more information on eGain Knowledge, visit: http://www.egain.com/products/knowledge_management.
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA, and APAC. To find out more about eGain, visit www.eGain.com or call the company’s offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.
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eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. SAP, SAP NetWeaver and all SAP logos are trademarks or registered trademarks of SAP AG in Germany and several other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.