EGAIN KNOWLEDGE HUB™
Top-rated, AI-infused, knowledge management software
eGain Knowledge Hub™, the top-rated knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones.
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Knowledge for omni-channel assisted service
Infused with AI and analytics, eGain Knowledge Hub empowers all agents to solve omnichannel customer queries with personalized answers and conversational guidance, slashing training needs and ensuring compliance.
The hub federates knowledge from multiple sources and guides agents through the customer conversation based on the context, agent experience level, and the interaction channel.
eGain Virtual Assistant for Agents™ continuously monitors conversations to serve up best-practice guidance and knowledge to agents when relevant.
Knowledge for better self-service
eGain Knowledge for Self-Service™ enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service agents.
Rich analytics and machine learning enable intent inference and provide actionable insights to optimize knowledge adoption, relevance, and performance.
eGain’s virtual assistant provides the frontline omni-channel support so your customer service staff can concentrate on more complex tasks.
eGain Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. Extensive reporting and management features measure agent effectiveness and guide knowledge improvement.
Knowledge analytics enable you to incrementally enhance your knowledge base based on agent feedback. Reports created from wrap-up data help to 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.
Personalized knowledge base access for agents
eGain Knowledge Hub enables both novice and expert agents to find answers easily and efficiently. Based on the role (Level 1, Level 2, etc.), the agent can view appropriate levels of information while using different methods to access the knowledge base. For example,
A novice agent could be made to go through an interactive Q&A session where the AI-based guided help interface would handhold them to a resolution of the customer issue.
An expert on the other hand, would use the browse-and-search access mode to complement the guided help interface to be more efficient.
And the business administrator can set up roles for agents that determine their ability to create and document new knowledge into the system.
Very soon the system allows agents to not just multitask, but taken on multispecialty roles and the savings in speed to competency and efficiency speak for themselves.
The software benefits from all the best practices developed during successful knowledge management implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars while cultivating increasingly happy customers.
Quality content, maintained at low cost
Successful and effective knowledge management starts with quality content. Poor quality knowledge — stale, irrelevant, or incorrect — result in customer dissatisfaction and poor agent adoption. eGain Knowledge Hub is based on a unique collaborative knowledge management framework. It allows distributed content creation and editorial workflow that enables cost-effective management.
Any user, based on roles set by the business, can easily suggest content into the application. The content is routed through efficient workflow to ensure consistency and quality. This powerful flexibility allows companies to adapt to customer needs and behavior on the fly. Using self-organizing techniques, the knowledge application offers relevant answers to customer requests based on dynamic relevance ranking and user feedback.
Pre-integrated with leading customer relationship management (CRM) and contact center solutions
eGain Knowledge Hub™ is pre-integrated with the leading customer relationship management (CRM) and contact center solutions. These out-of-the-box integrations allow organizations to quickly deploy the award winning next-generation knowledge management solution within these desktop applications. To improve the call set up and wrap up process, the knowledge management software includes out-of-the-box integration with its own, and leading, call tracking applications.
Powerful reporting and management features
The software’s extensive reporting and management features measure agent effectiveness and guide knowledge improvement. Knowledge analytics enable you to incrementally enhance your knowledge base based on agent feedback. Reports created from wrap-up data help to 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. The reports have built-in drilldown capabilities and can be exported for further analysis and presentation.
Support global deployment with a multilingual, scalable solution
eGain Knowledge can handle multilingual content. It supports localized interfaces in multiple languages. Also, the solution scales to handle several thousand concurrent agents in a distributed configuration. This gives a high level of flexibility to the organization.