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Telecom—Increase first contact resolution rates


increase in first call resolution rate


reduction in customer call backs for clarifications on unresolved issues


improvement in call handling time by telco agents

Industry challenges

Customers call with questions of all kinds. They could be looking for:

  • Information on some aspect of a wide range of products and services
  • Advice on the best phone or broadband package based on their circumstances and preferences
  • Help understanding a complex bill
  • Guidance in troubleshooting a problem with a service or device

And, they want the right answer quickly! Your agents struggle because of the variety and complexity of customer issues.

eGain solutions

eGain helps your business in improving an important customer service metric, First Contact Resolution rate (also called First Call Resolution or FCR rate). This means that your contact center agents are able to resolve customer issues in the very first interaction. The benefits are obvious: operational costs go down as you avoid repeat calls and escalations, and customer satisfaction and agent productivity improve.

eGain Knowledge+AI helps you easily capture the expertise of your best agent into a flexible, interactive knowledge base that prompts and guides every agent to the single, best answer available—all without searching multiple repositories, sifting through hundreds of search results, or skimming long documents.

eGain also provides federated search across intranet and internet information sources.

Using the knowledge captured in eGain, your agents respond to email and chat inquiries, ensuring a consistent experience for the customer across channels.

All Agents All Calls

eGain Knowledge ensures that getting to an “all agents, all calls” goal is achievable.

Related topics

Reduce agent training time  |  Effectively support growing product portfolios