increase in first call resolution rate
reduction in customer call backs for clarifications on unresolved issues
improvement in call handling time by telco agents
Customers call with questions of all kinds. They could be looking for:
And, they want the right answer quickly! Your agents struggle because of the variety and complexity of customer issues.
eGain KnowledgeAgent™ 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 integrated access to eGain-powered community content and federated search across intranet and internet information sources.