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eGain Knowledge for Contact Centers

Customer pain is overwhelmingly about not finding that one right answer

Biggest pain points when customers contacted for customer service? 41% say different agents give diff answers; 34% that agents don't know the answer
The rapid creation and retrieval of relevant content and knowledge is critical to improving the overall customer experience

Digital CX initiatives often fail because of a key missing ingredient—knowledge. There’s a crying need in businesses of all sizes for a “modern knowledge brain” to match their “digital body.” Powered by AI reasoning, ML, Natural Language Processing, and analytics, eGain Knowledge Hub™ is a rich, one-stop knowledge management solution for the digital-first, remote-first era. Among the benefits are:

  • Knowledge harmony created by centralizing 360 customer context, omnichannel content, profiled access, personalization, search methods, conversational guidance, and analytic insight into one platform
  • Assured customer service and agent confidence with the single right answer to customer questions
  • Consistency and process compliance at scale across touchpoints
  • Rich functionality out of the box for quick business value—say goodbye to multi-year development, customization, and integration projects with toolkits
  • Easy governance, insights, and optimization

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.

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Gartner quote: Kraus, et al. 2021 “Delivering Relevant Content and Knowledge to Customers is Key to Great Customer Service.” Gartner, Inc.