eGain Knowledge Hub™ Now Available for Cisco Webex Contact Center
eGain Corporation (NASDAQ: EGAN) has announced the integration of its award-winning eGain Knowledge Hub with Cisco Webex Contact Center, enhancing customer service operations. This solution utilizes AI and analytics to equip contact center agents with personalized responses and guidance, improving efficiency across omnichannel interactions. CEO Ashu Roy highlighted that this proactive knowledge approach is crucial for transforming agents into 'super agents'. The integration aims to streamline knowledge management and optimize service delivery.
- Integration of eGain Knowledge Hub enhances efficiency for contact center agents.
- Utilizes AI and analytics for personalized responses, reducing training needs.
- Recognized by Gartner as a top technology for customer service leaders in 2022.
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Embedded in the Cisco Webex Contact Center Agent Desktop, eGain Knowledge Hub for Cisco Webex Contact Center delivers proactive knowledge and AI conversational guidance to empower contact center agents
SUNNYVALE, Calif., June 10, 2022 (GLOBE NEWSWIRE) -- 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 integrated with Cisco Webex Contact Center.
“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 Cisco Webex Contact Center empowers all agents to solve omnichannel customer queries with personalized answers and conversational guidance served inside the Cisco WCC agent 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. It 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.
“Proactive, guided knowledge turns all service agents into super agents. It is no wonder that Knowledge Management is Gartner’s #1 technology recommendation for customer service leaders in 2022,” said Ashu Roy, eGain CEO. “We are excited about offering our top-rated knowledge solution in the Cisco ecosystem.”
More information
- eGain for Cisco Webex Contact Center™
- eGain Knowledge Hub™
- eGain Customer Engagement Suite™
- eGain Innovation in 30 Days™
About eGain
Infused with AI, our knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact center systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools. Visit www.eGain.com for more info.
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 Messner Email: press@egain.com Phone: 408 636 4514 |
