Mountain View, CA (April 11, 2011): eGain (OTC BB: EGAN.OB), a Gold level member of Oracle PartnerNetwork (OPN), today announced that it has achieved Oracle Validated Integration of eGain Knowledge 10 with Oracle CRM On Demand Release 18 through Oracle PartnerNetwork.
The integrated solution provides single-click access to the eGain knowledge base for contact center agents using Oracle CRM On Demand, enabling them to handle and resolve a broad range of customer queries effectively and efficiently in the cloud. The integration will record the interaction end to end in Oracle CRM On Demand and also link customer support cases in Oracle CRM On Demand to agent-accepted knowledge base articles in eGain. Agents can reuse these answers to quickly process similar queries coming from other customers. The integration also enables administrators to analyze knowledge base performance and enhance its content to help maximize ROI.
“Customer experience has been a killer application for knowledge management over the years, adding strategic value to the business,” said Ashu Roy, Chairman and CEO of eGain. “Our Oracle Validated Integration with Oracle CRM On Demand enables end-to-end, knowledge-enabled call tracking and resolution in the cloud.”
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 helps ensure fast, consistent, and accurate answers to customer queries by providing multiple access methods to a common multichannel knowledge base—dynamic FAQs, natural language search, topic trees, chatbots, and guided help, powered by patented Case-Based Reasoning (CBR) technology. These powerful access methods are available through the search-fronted eGain Multisearch™ content federation and navigation approach. eGain Knowledge can also be deployed for web self-service for an excellent self-service experience and adoption.
“The Oracle Validated Integration applies a rigorous technical review and test process,” said Kevin O’Brien, senior director, ISV and SaaS Strategy, Oracle. “Achieving Oracle Validated Integration through the Oracle PartnerNetwork gives customers confidence that the integrations between eGain Knowledge 10 and Oracle CRM On Demand Release 18 has been validated and the products work together as designed. This integration is a positive value-add to contact centers using Oracle CRM On Demand.”
More information on eGain Knowledge and its Oracle Validated Integration with Oracle CRM On Demand are available at:
More information on eGain Knowledge and its Oracle Validated Integration with Oracle’s Siebel CRM are available at:
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Mountain View, 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). Also, follow us on Twitter (http://twitter.com/egain) and Facebook (http://facebook.com/egain).
Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle’s partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle’s growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit http://www.oracle.com/partners.
Oracle Validated Integration through the Oracle PartnerNetwork gives customers confidence that integrations between Oracle Applications (including Oracle Enterprise Manager) and complementary partner capabilities have been validated and the products work together as designed. This can help reduce risk, improve system implementation cycles, and provide for smoother upgrades and simpler maintenance. Oracle Validated Integration applies a rigorous technical process to review the integrations of third-party software to Oracle Applications products, including productized repeatable integrations from system integrators. Oracle provides access to Oracle Applications software, tools, technical resources and training to assist partners in developing integrations based on Oracle standards and best practices. Partners who have successfully validated their integrations are authorized to use the “Oracle Validated Integration” logo. For more information, please visit Oracle.com at http://www.oracle.com/us/partnerships/solutions/index.html.
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