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eGain Knowledge Hub™ for Genesys Cloud CX platform

Knowledge management for contact center agents and customer self-service

Embedded in Genesys Cloud CX platform’s agent desktop, eGain Knowledge Hub™ for Genesys Cloud elevates the performance of all contact center agents and delivers wow in self-service. Powered by AI and ML, it provides conversational guidance for agents and customers, helping deliver accurate answers across all the touchpoints.

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). eGain Knowledge Hub guides agents on Genesys Cloud 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.

Features

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.

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 to see in action how eGain Knowledge Hub™ for Genesys Cloud can complement and enhance your Genesys cloud deployment.


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