Non-profit athletic association leverages eGain Knowledge for omnichannel customer service

Sunnyvale, CA (July 24, 2019): eGain (NASDAQ: EGAN), the leading provider of digital-first, omnichannel customer engagement hubs, today announced that a large non-profit athletic association is delivering easy omnichannel experiences for its contact center agents and  student-athletes with eGain Knowledge + AI.

The member-led organization is dedicated to providing a pathway for opportunity for college athletes. Participating athletes, half-a-million strong, are eligible for benefits such as scholarships, elite training, state-of-the-art technology access and tutoring, and medical insurance. Competition for scholarships is intense, and the application process creates anxiety and stress for athletes, parents, and coaches alike.

The process begins on the organization’s website, where a legacy knowledge base was making it difficult for applicants to find information.

eGain’s award-winning solution for AI-infused, omnichannel knowledge management, with its content management capabilities, findability, and analytics, impressed the association. It replaced its outdated knowledge base with eGain Knowledge. Today, both end-users and contact center agents use eGain Knowledge to find fast, accurate answers on a broad array of topics, including eligibility, registration, academic requirements, high school and home schooling, amateurism certification, international enrollment, scholarships, and the application process.

The association is now looking to take enrollment experiences to the next level by using the AI capabilities in eGain Knowledge to provide step-by-step conversational guidance for student-athletes and contact center agents. The association also plans to expand the use of eGain solutions across other parts of its website and the larger agent pool.

“Customer journeys will often end in unproductive cul de sacs without knowledge,” said Ashu Roy, eGain CEO. “We are pleased to open the door of opportunity to talented student-athletes by making it easy for them to resolve issues during the critical application process.”

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