reduction in call wrap up time with eGain’s interactive guided help capability
more correct questions are asked by knowledge-powered agents of a telecom company
annual saving by a utility company a result of better knowledge access and diagnosis by agents
eGain KnowledgeAgent™, the top-rated knowledge management software, guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents. It ensures fast, consistent and accurate answers to increase customer satisfaction by providing agents and other users a range of ways to get to information in the common knowledge base.
In an environment where customer retention is a key business imperative, companies should look for proven solutions when it comes to implementing knowledge management in their contact centers. eGain has delivered innovative knowledge-powered customer service solutions to enterprises for well over a decade. eGain was the first company to provide a guided knowledge solution. eGain KnowledgeAgent benefits from all the best practices we have learned in the course of successful knowledge management implementations in over 300 enterprises across the globe.
eGain’s knowledge management system enables both novice and expert agents to find the answers they need, easily and efficiently. Based on the agent’s role (Level 1, Level 2, etcetera.), the agent can view appropriate levels of information and use different access methods to the knowledge base. For example, a novice agent could be forced to go through an interactive Q&A session with the application through a guided-help interface to resolve a customer issue. An expert, on the other hand, would use browse-and-search access mode to complement the guided help interface to be more efficient. Equally important, the business administrator can set up roles for agents that determine their ability to create and document new knowledge into the system.
To improve call set up and wrap up processes, eGain’s knowledge management software includes out-of-the-box integration with leading call tracking applications. During call set up, IVR data can be captured to pre-populate questions so that the agent can get a running start on the issue-resolution process. After the call, the resolution transcript from the knowledge management system can be automatically saved in the call tracking system along with the service request, speeding the wrap up, and ensuring high-quality data for reporting and feedback.
Successful knowledge management requires quality content. While this is self-evident, it is often overlooked by companies in the rush to drive down costs of content creation and management. The result is poor-quality knowledge—stale, irrelevant, or worse yet incorrect, ultimately resulting in customer dissatisfaction and poor agent adoption. Learning from our experience with enterprise customers, eGain KnowledgeAgent is based on a unique collaborative knowledge management framework that allows distributed content creation and editorial workflow that enables cost-effective management of quality content. Any user, based on roles set by the business, can easily suggest content into the application. This content is routed through efficient workflow to ensure consistency and quality, as appropriate. Using self-organizing techniques, eGain’s knowledge management software offers relevant answers to customer requests based on dynamic relevance ranking and user feedback.
The knowledge management software allows you to leverage existing content across your enterprise through eGain Content Adapter™, a powerful integration tool that makes information from diverse sources such as Lotus Notes™ and Microsoft Sharepoint™ available, in a consistent format, to all your users along with the knowledge maintained within the eGain knowledge framework. The adapter supports access to over 100 file formats so that existing enterprise data can be widely leveraged in resolving customer issues. External content, or parts of it, can also be easily suggested as new content for the knowledge base. This tight integration further lowers the cost of maintaining the knowledge base.
eGain’s knowledge management software provides extensive reporting and management tools to measure agent effectiveness and guide knowledge improvement. The application reports in eGain Reports™ enable you to incrementally enhance your knowledge base based on agent feedback. Reports created from wrap-up data help you manage and plan your contact center workforce training and staffing requirement. Finally, knowledge creation and maintenance reports allow you to easily set content contribution goals and usage-based incentives for employees and subject matter experts. There reports have drilldown capabilities and can be exported for further analysis and presentation.
The eGain knowledge management system can handle multilingual content, and supports localized interfaces in multiple languages. Also, the solution scales to handle several thousand concurrent agents in a distributed configuration.
eGain KnowledgeAgent benefits extensively from the 100% J2EE compliant architecture of eGain CEH Platform™, which is designed to scale horizontally through distributed service configurations that can be run across multiple servers. To ensure reliability and availability, a service monitoring and management module flags system malfunction and provides automatic recovery.
Keyword and intent-based search
Natural language search
Topic tree browsing
Guided help, powered by patented Case-Based Reasoning (CBR)
Content federation: Federated search across web site, contact center, enterprise, community and social content
All access methods behind single search box
Relevance-ranked presentation of search results
Keyword matching to metadata for concept or intent-based search, rather than plain keyword search
Best practice guided help for process-centric searches, optimized for contact center agents and customer experience
Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help)