eGain Knowledge Hub™ Now Available on Genesys® AppFoundry™
01 Noviembre 2021 - 04:30AM
eGain Knowledge Hub™ Now Available on Genesys® AppFoundry™
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™—is now available on
Genesys™
AppFoundry.
“Timely and contextual knowledge presented to agents in a clear
and concise form is a pipe dream for most service environments, yet
without it the service experience will always be in jeopardy.
Agents typically have to access knowledge from multiple disparate
sources and read it while simultaneously listening to the customer
and navigating the intended CRM process flow. Knowledge is an
underemphasized aspect of experience design and demands a higher
prioritization,” wrote Jim Davies of Gartner® in a recent
research note.*
“Gartner analysts have previously cited knowledge management
(KM) as the No. 1 technology for enhancing the three main customer
service perspectives of operational performance, CX and employee
experience,” he continued.
Infused with AI and analytics, eGain Knowledge Hub for Genesys
empowers all agents to solve omnichannel customer queries with
personalized answers and conversational guidance served inside the
Genesys desktop, 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. Rich analytics and
machine learning enable intent inference and provide actionable
insights to optimize knowledge adoption, relevance, and
performance.
“Our clients are really excited about the agent experience
impact of this seamless integration,” said Ashu Roy, eGain CEO. “We
look forward to delivering our top-rated knowledge solution via the
Genesys AppFoundry.”
More informationeGain on Genesys AppFoundry:
https://bit.ly/3GybMLleGain Knowledge Hub for Genesys:
https://www.egain.com/knowledge-management-software-for-genesys-cloud/eGain
Digital Customer Engagement™ Suite:
https://www.egain.com/products/eGain Innovation in 30 Days™:
https://www.egain.com/innovation-in-30-days/
Gartner Disclaimer:GARTNER is a registered trademark and service
mark of Gartner, Inc. and/or its affiliates in the U.S. and
internationally and is used herein with permission. All rights
reserved.
*Gartner, “Managing the Customer Service Experience” Jim Davies,
Report ID G00755714, 16 September 16, 2021.
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
contactMichael MessnerEmail:
press@egain.comPhone: 408 636 4514 |
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