eGain Knowledge Hub™ Now Available on Five9 CX Marketplace
13 Diciembre 2021 - 05:30AM
eGain Knowledge Hub™ Now Available on Five9 CX Marketplace
eGain Corporation (NASDAQ: EGAN), a leading cloud platform provider
for customer engagement automation, today announced that its
award-winning solution for knowledge management
—
eGain Knowledge
Hub™ — has been accredited by Five9
and is now available on
Five9 CX Marketplace.
“The agent experience forms the foundation for delivering a
great customer experience,” said Walt Rossi, Vice President of
Business Development at Five9. “It’s important for contact centers
to have the right tools in place to support their agents,
especially as businesses have indicated that they will continue
with a work-from-home or hybrid model. We are proud to partner with
eGain to continue helping empower agents to drive results from
anywhere.”
“One of the top three drivers of customer service success is
agent knowledge. The early days of knowledge management focused on
streamlining access to curated content. Now, machine learning,
natural language search, intent derivation, and personalization
enable agents to access journey-specific content in the context of
their actions and comply with regulatory policy,” wrote Kate
Leggett, VP and Principal Analyst for Forrester in a blog post on
knowledge management, dated August 18, 2020.
Infused with AI and analytics, eGain Knowledge Hub for Five9
empowers all agents to solve omnichannel customer queries with
personalized answers and conversational guidance served inside the
Five9 Agent Desktop Plus, slashing training needs and ensuring
compliance. The hub federates knowledge from multiple sources and
guides agents through the customer conversation based on the
context, agent experience level, and the interaction channel. eGain
Knowledge Hub also helps deliver wow self-service across
omnichannel touchpoints including IVR. Rich analytics and machine
learning enable intent inference and provide actionable insights to
optimize knowledge adoption, relevance, and performance.
“Knowledge modernization has emerged as the top 2022 strategy to
get customer and agent experiences out of the rut they have been
in,” said Mike Taylor, VP of Business Development for eGain. “We
look forward to delivering our top-rated knowledge solution via the
Five9 CX Marketplace.”
More informationeGain on Five9 CX Marketplace:
eGain Knowledge Hub™ for Five9eGain Knowledge Hub for Five9:
https://www.egain.com/knowledge-management-software-for-five9/eGain
Knowledge Hub:
https://www.egain.com/products/knowledge-management-software/eGain
Innovation in 30 Days™:
https://www.egain.com/innovation-in-30-days/
About eGainOur knowledge-powered customer
engagement software automates digital-first, omnichannel
experiences for global brands. Infused with AI and analytics,
eGain’s top-rated cloud platform enables effortless customer
journeys with virtual assistance, customer self-service, and modern
agent tools. To learn more, visit www.eGain.com.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain Corp. in
the United States and/or other countries. All other company names
and products mentioned in this release may be trademarks or
registered trademarks of the respective companies.
eGain media contact
Michael MessnerEmail: press@egain.comPhone: 408
636 4514
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