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Knowledge-Powered Customer Engagement for Tech Industry

Logos of eGain Clients: NortonLifeLock, Paylocity, Coinbase

Challenges

Solution

Per Gartner, poor CX has been the biggest barrier to digitalization success and disparate knowledge silos in organizations is a big deterrent to good CX . No wonder Gartner rates knowledge management (KM) as the #1 technology to improve not only CX, a critical success factor for digitalization success, but also the employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a dire need to modernize it with a totally new approach called the “Knowledge Hub™.”The eGain Knowledge Hub is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

Why eGain

Industry success
Track record of success at scale with tech market leaders and fast-growing tech companies alike.

Technology
The top-rated SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics.

Security and compliance
Compliant with privacy and security standards such as PCI, NIST SP 800-53, HIPAA, HITRUST, and FedRAMP.

Business value
Rich out-of-the-box functionality for quick business value, say no to toolkits and multi-year development, customization, and integration projects.

Domain expertise
More than two decades of experience in KM and tech industry domain expertise.

Ease of innovation
One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team can experience the solution free of charge and obligation.

Leading tech companies trust eGain!

  • Premier crypto exchange serves tens of millions of users around the world with fast, accurate, and compliant customer service in multiple languages with the eGain Knowledge Hub™. Thousands of contact center agents—in-house, outsourced, and gig—are assisted during their customer interactions with AI-powered guidance and real-time compliance and sentiment monitoring with escalation to supervisors, where needed.
  • Hypergrowth SaaS company improved contact center agent confidence by 60% and self-service adoption by 30%, while improving their gross margin three years in a row, thanks in part to customer service automation, powered by the eGain Knowledge Hub™.

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