eGain Knowledge Hub for Five9

Big Trends in CX

89% of companies believe CX is their main basis for competition
Forrester consumer survey
Inconsistent answers across channels, lack of knowledge among agents (and websites) are top customer service pain points

eGain Knowledge Hub for Five9 video

Knowledge management for contact center agents and customer self-service

eGain Knowledge Hub™ for Five9 proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and 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. Rich analytics and machine learning enable intent inference and provide actionable insights to optimize knowledge adoption, relevance, and performance.


Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points

84% of agents think their desktop tools do not help them (Gartner) and 65% of agents say finding answers to customer queries is their biggest issue (eGain-SurveyMonkey survey). eGain Knowledge Hub guides contact center agents using Five9 Agent Desktop Plus to fast, accurate answers and through processes, boosting CX and operational metrics.

Deflect agent-assisted service requests by up to 60% with wow self-service

eGain Knowledge Hub™ helps deliver wow self-service across omnichannel touchpoints. Consumers on the IVR and those requesting assisted service through digital channels can be sent a link to hyper-relevant self-service, resulting in up to 60% deflection of requests for agent-assisted service. eGain Virtual Assistant™, industry’s most intelligent and robust virtual assistant software, provides context-aware conversational support to customers and escalates to agent-assisted channels if needed.

Easy knowledge access: instant answers, guided, federated, and faceted search

Powered by ML, AI reasoning , Knowledge, and analytics, the solution offers multiple ways to quickly find answers to customer queries, including instant answers, guided search, federated search, and faceted search, as well as interactive guidance for problem resolution and product advice.


Personalized knowledge base access for agents

Personalized knowledge enables both novice and expert agents to find answers, easily and efficiently. Knowledge presented to the agents is dynamically personalized based on factors like role, region etc. Multiskilled agents can have multiple profiles and easily switch between them.

Powerful yet easy management of knowledge content guided by rich analytics

Effective knowledge management starts with quality content. This solution allows easy and distributed content creation using flexible editorial workflows that ensures consistency and quality. Extensive reporting and management features guide continuous knowledge improvement.

Virtual Assistant for Agents provides proactive AI guidance

Virtual Assistant for Agents continuously monitors customer conversations to provide contextual proactive AI knowledge guidance to solve issues consistently. Bot Mode, where an agent hands over the conversation to the virtual assistant, enables the agent to automate the process legs of a conversation.

Support global deployment with a multilingual, scalable solution

The authors can manage rich multilingual content in a distributed environment. 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.

Have you heard of our popular free production pilot program, Innovation in 30 Days™ for Knowledge? Sign up today to see in action how eGain Knowledge Hub™ for Five9 can complement and enhance your Five9 deployment.

Sign up for a 30-day risk-free, no cost pilot of eGain Knowledge Hub™ for Five9

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