CX/CRM AI Solutions
Elevate customer experience and transform CRM capabilities with AI-powered knowledge management. Partner with eGain to deliver intelligent customer engagement solutions that drive satisfaction, loyalty, and revenue growth.
Reference Solutions
Discover how eGain’s AI-powered knowledge platform enables CX/CRM system integrators to build transformative customer experience solutions across industries.
Unifying Fragmented CRM Silos
CX Integration
Situation
One of the world’s largest airlines struggled with “content chaos” across global contact centers. Fragmented knowledge silos forced 500+ agents to search multiple legacy systems while customers waited, leading to inconsistent passenger service and high response variance.
Solution
Implemented the eGain AI Knowledge Hub as a federated “single source of truth.” The solution integrated directly with their existing CRM via a “Solve” tab, providing context-aware, trusted answers to agents in real-time.
Result
Within weeks of deployment, the airline recorded 9,000 weekly article views and 3,400 active sessions, successfully unifying service delivery across multiple international business units.
SOLV Energy: Scaling Performance
Instant Answers
Situation
With 1,600 employees across North America, technical workers were forced to call colleagues to find “hidden” info because their legacy KM system was “cumbersome” and “unworkable” for field use.
Solution
Deployed RAE (Rapid Answer Expert), an AI-powered hub using eGain Instant Answers to deliver direct technical responses—rather than just links—to employees on the go.
Result
In the first 90 days, 42% of users received instant answers (within 10 seconds), and 53% of the workforce reported higher productivity.
EE (BT Group): Standardizing CX
CBR
Situation
BT Group faced massive fragmentation with 15 different knowledge management solutions across the organization. For the EE brand, 10,000 agents and 400 retail stores had to navigate “dispersed knowledge” to serve 25 million customers, leading to inconsistent experiences.
Solution
EE consolidated onto a single platform powered by eGain Case-Based Reasoning. They rolled out guided help flows for the vast majority of processes across all 500,000 weekly sessions.
Result
The transformation delivered immediate operational impact, including a 30-point increase in NPS and a 37% improvement in First Contact Resolution (FCR).
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