Knowledge Management in Telco

Logos of eGain Clients: Virgin Media, BT, Bell

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.

Challenges

Solution

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).

Technology
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.

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

Domain expertise
More than two decades of experience in KM and telco/CSP domain expertise.

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.

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.