decrease in training time for new agents of a financial services firm
improvement in Average Handle Time for a bank’s agents
increase in First Contact Resolutions for a technology giant
eGain Knowledge Base (KB) is a centralized repository of knowledge in your enterprise. The software supports multilingual and multichannel knowledge, and provides users easy and multimodal access to answers. This ensures that your business is delivering timely, consistent, accurate knowledge across channels, touchpoints, and locations, to consumers and contact center agents alike.
eGain KnowledgeAgent™, 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.
“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
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.
A leading mobile network operator EE reveals how the eGain knowledge base became fundamental to its customer service transformation. Results include: