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Knowledge Base Software

eGain Digital+AI Day 2017  |  The Brewery, London

50%

decrease in training time for new agents of a financial services firm

67%

improvement in Average Handle Time for a bank’s customer service advisors

30%

improvement in First Contact Resolutions for a technology giant

The eGain Knowledge Base (KB) is a centralized repository of knowledge in your enterprise. The software supports multilingual and multichannel knowledge, and provides users — customers and contact center advisors — easy and multimodal access to answers. This ensures that your business is delivering timely, consistent, accurate knowledge across channels and touchpoints.

eGain Knowledge+AI™, eGain’s awarded knowledge management software, lets you provide intranet or extranet access to the knowledge base. Agents, other employees, and even partners can view FAQ, or browse through and search the knowledge base.

FAQ

  • You can define the criteria for displaying articles based on various article properties such as hot topics, most popular, newly added, recently changed, specific dynamic search criteria, announcements, etc.
  • Dynamic FAQ lists consider the history of KB usage and presents the user with most articles sorted based on the ranking calculation within a topic or subtopic.

Browse knowledge base

  • The browse folders feature is another way of allowing end users to access the knowledge base.
  • The browse hierarchical tree feature is one of several ways of allowing users to access the knowledge base. The tree can be expanded by clicking to reveal all the subtopics contained in the tree.

Search knowledge base

  • Search for articles using the keywords contained in the article or meta fields.
  • Search for articles using the phrases contained in the article or meta fields.
  • Search for articles matching specific article properties like author, date, topic etc.
  • Search for articles within specific topics or subtopics

Knowledge success stories

Global bank empowers every agent-advisor to handle every call

Global bank makes eGain’s multimodal, centralized knowledge base “the enabler” to make the impossible happen, i.e., make any agent any call a reality and become the #1 NPS achiever in its market.

Telco delivers consistent knowledge across contact center and stores

A leading mobile network operator reveals how the eGain knowledge base became fundamental to its customer service transformation. Results include:

  • First-Contact Resolution up by 37%
  • NPS up 20%
  • Training time down 43%
  • Agent speed to competency up 50%

eGain knowledge base drastically improves training time

 


Experts speak on eGain Knowledge Base

“eGain, a vendor with the best-of-breed knowledgebase and search, excellent workflow resolution tools, and an innovative approach to social and collaboration.”

Tim Hickernell, Vendor Landscape: Customer Service Knowledge Management Suites, Info-Tech Research Group

“eGain’s recent announcement of an intelligent search platform … has given it best of breed status within knowledge management, incident tracking, multichannel management, and enterprise search.”

John Ragsdale, VP of Research

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