Knowledge Management in Telco
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.
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, HITRUST, and FedRAMP.
More than two decades of experience in KM and retail domain expertise.
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.