Knowledge Management in Telco

Logo of Vodafone, BT, and Bell

Wireless provider ARPU has declined by 34% over the past 10 years

Telecom operator customer experience NPS is half that of digital leaders

32% of consumers say telco digital customer service has gotten worse after the pandemic outbreak

Click image to watch video - Knowledge Powered Customer Transformation at BT with eGain

Customer Success at Scale

BT transformed their customer service operation across thousands of contact center agents and hundreds of stores with eGain Knowledge for Contact Centers.


Per Gartner, poor CX has been the biggest barrier to digitalization success and disparate knowledge silos in organizations is a big deterrent to good CX . No wonder Gartner rates knowledge management (KM) as the #1 technology to improve not only CX, a critical success factor for digitalization success, but also the employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a need to modernize it with a revolutionary new approach called the “Knowledge Hub™.”

The eGain Knowledge Hub is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

Why eGain

Industry success

Track record of success at scale with leading Communications Service Providers (CSPs).


The top-rated SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics.

Security and compliance

Compliant with privacy and security standards such as PCI, NIST SP 800-53, HIPAA, and FedRAMP.

Domain expertise

More than two decades of experience in KM and retail domain expertise.

Business value

Rich out-of-the-box functionality for quick business value, say no to toolkits and multi-year development, customization, and integration projects.

Ease of innovation

One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team can experience the solution free of charge and obligation.

59% of customers say they got different answers from the CSPs for the same question across touchpoints. - eGain Dimensional Research

Telco leaders trust eGain!

A US telecom giant seeking to maintain market leadership through superior customer service saw an increase in their customer value metrics combined with increased FCR and a reduction in call handle time (saving them $1.53 million). Their consolidated knowledge base provided consistent answers to questions in multiple languages, reduced the need to train agents, improved morale and productivity, and empowered agents to answer increasingly complex questions.

The UK’s largest mobile operator achieved a 25-point improvement in NPS (Net Promoter Score) and a 35% improvement in FCR (First-Contact Resolution), while reducing agent time to competency by 50% across 30,000 contact center agents and 600 retail stores and enabling any agent to handle any call.


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