Solution recognized for omnichannel agent enablement and sustained innovation
Sunnyvale, CA (August 25, 2014): eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced that its knowledge management solution for the omnichannel agent desktop, eGain KnowledgeAgent™, has been named in KMWorld Magazine’s list of Trend-Setting Products for 2014.
For twelve years, the KMWorld editorial staff, analysts, system integrators, vendors, line-of-business managers, and users have been creating an annual list of trend-setting products in the customer engagement space. These products are chosen because they demonstrate clearly identifiable technology breakthroughs that serve the vendors’ full spectrum of constituencies, with particular emphasis on customers. eGain KnowledgeAgent has been selected for the 2014 Trend-Setting Products list from among 650 competing solutions.
Hugh McKellar, Editor-in-Chief of KMWorld, commented, “eGain KnowledgeAgent was selected by the panel because it demonstrates thoughtful, well-reasoned innovation to improve the customer experience through a better agent experience.”
Consistently recognized* by analysts and trusted by blue-chip clients, eGain Knowledge improves agent efficiency and contact center productivity by providing the right knowledge, anytime, anywhere. “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction,” wrote Michael Maoz, VP and Distinguished Analyst for Gartner in a research note, titled “Knowledge Management Will Transform CRM Customer Service,” dated March 6, 2014.
“Knowledge remains a sustainable differentiator, while delivering transformational ROI for the customer engagement center,” said Ashu Roy, eGain CEO. “With eGain Knowledge, businesses not only get rich functionality but also two decades’ worth of proven best practices out of the box.”
The complete list of KMWorld’s Trend-Setting Products will appear in the September 2014 print issue and online on September 1 at www.kmworld.com.
- Video: eGain Knowledge Cloud
- Solution overview: eGain KnowledgeAgent
- Vendor Landscape Report – Customer Service Knowledge Management Suites: Info-Tech Research Group, June 2013
* InfoTech Research Group, June 2013: Vendor Landscape – Customer Service Knowledge Management Suites
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel world. To find out more about eGain software, visit https://www.egain.com/products/.
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (USA), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
KMWorld (www.kmworld.com) is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 40,000 subscribers about the components and processes – and subsequent success stories – that together offer solutions for improving business performance.
KMWorld is a publishing unit of Information Today, Inc. (www.infotoday.com)