What Analysts Say About eGain Solutions
Top-rated artificial intelligence knowledge management software
eGain Knowledge Hub™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
Intelligent knowledge management systems for customer service are leveraging Artificial Intelligence (AI) to find answers to customer questions, guide processes, and help in decision-making. This is a win-win-win — for the customer, the agent, and the business.
eGain named 2022 KMWorld Readers’ Choice Award Winner!
Customer Success at Scale
BT transformed their customer service operation across thousands of contact center agents and hundreds of stores with eGain Knowledge Hub.
One solution, many tools
The customer service knowledge software unifies in it many knowledge management tools, like content management (CMS), search, artificial intelligence, workflow management, knowledge analytics, and others. Using the right knowledge management software ensures you have the right tools to serve the right answers to customers in their time of need.
Personalized knowledge base access for agents
eGain’s mature knowledge base software enables both novice and expert agents to find answers, easily and efficiently. Based on the role (Level 1, Level 2, etc.), the agent can view appropriate levels of information while using different methods to access the knowledge base. For example,
An expert on the other hand, would use the browse-and-search access mode to complement the guided help interface to be more efficient.
And the business administrator can set up roles for agents that determine their ability to create and document new knowledge into the system.
Very soon the system allows agents to not just multitask, but taken on multispecialty roles and the savings in speed to competency and efficiency speak for themselves.
The software benefits from all the best practices developed during successful knowledge management implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars while cultivating increasingly happy customers.
Integration with call tracking systems
To improve the call set up and wrap up process, the knowledge management software includes out-of-the-box integration with its own, and leading, call tracking applications. During call set up, the IVR data can be captured to pre-populate questions so that the agent can get a running start on the issue resolution process. After the call, the resolution transcript from the KM system can be automatically saved in the call tracking system along with the service request. This results in speeding up wrap up and ensuring high-quality data for reporting and feedback, a great way to improve call center productivity.
Quality content, maintained at low cost
Successful and effective knowledge management starts with quality content. Poor quality knowledge — stale, irrelevant, or incorrect — result in customer dissatisfaction and poor agent adoption. eGain Knowledge Hub is based on a unique collaborative knowledge management framework. It allows distributed content creation and editorial workflow that enables cost-effective management.
Any user, based on roles set by the business, can easily suggest content into the application. The content is routed through efficient workflow to ensure consistency and quality. This powerful flexibility allows companies to adapt to customer needs and behavior on the fly. Using self-organizing techniques, the knowledge application offers relevant answers to customer requests based on dynamic relevance ranking and user feedback.
Integration with third-party systems for knowledge reuse
Powerful reporting and management feature
Support global deployment with a multilingual, scalable solution
eGain Knowledge can handle multilingual content. 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.
Pre-integrated with leading customer relationship management (CRM) and contact center solutions
These out-of-the-box integrations allow organizations to quickly deploy the award winning next-generation knowledge management solution within these desktop applications.