eGain Knowledge Hub™ for Five9
Knowledge management for contact center agents and customer self-service
Embedded in Five9 Agent Desktop Plus, eGain Knowledge Hub™ for Five9, the top-rated, analyst-awarded knowledge management software, elevates the performance of all contact center agents and delivers wow in self-service. Infused with AI and analytics, eGain Knowledge Hub for Five9 empowers all agents to solve omnichannel customer queries with personalized answers and conversational guidance served inside the Five9 Agent Desktop Plus, 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. 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.
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.
Distinctive, productive, brand-aligned self-service experiences
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 or sales agents. eGain Virtual Assistant™ helps you to provide context-aware conversational support to customers and escalates to agent-assisted channels if needed.
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.
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 for a free, no risk pilot and experience how eGain Knowledge Hub™ for Five9 can complement and enhance your Five9 deployment.