eGain Knowledge Hub Now Available on SAP® Store

Rhea-AI Summary

eGain Corporation (NASDAQ: EGAN) has launched its eGain Knowledge Hub™ on the SAP Store, enhancing customer service for remote agents. This innovative solution integrates with SAP Service Cloud, providing agents with contextual knowledge and AI-driven guidance. The platform addresses a surge in customer inquiries, improving compliance and reducing training needs. eGain aims to bolster agent efficiency by leveraging comprehensive analytics and machine learning to optimize knowledge adoption.

Positive

• Integration of eGain Knowledge Hub™ with SAP Service Cloud enhances customer service capabilities.
• AI-driven analytics and content management improve agent performance and compliance.
• The platform addresses a significant increase in customer service queries, promoting efficient resolutions.

Negative

• None.

By integrating with SAP Service Cloud, eGain Knowledge Hub™ addresses the critical need for contextual knowledge and conversational guidance for contact center agents in the ‘work from home’ world

SUNNYVALE, Calif., Aug. 26, 2021 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading cloud platform provider for customer engagement automation, today announced its award-winning solution for knowledge management—eGain Knowledge Hub™— is now available on SAP^® Store, the online marketplace for SAP and partner offerings. eGain Knowledge Hub integrates with SAP Service Cloud and can be embedded in the agent desktop for easy, contextual access at the point of customer interaction.

“In recent months, clients and vendors have described the increase of traffic into the customer service and support functions as mushrooming by 4% to 1,000+%. These inquiries range from routine information to more esoteric and novel requests. Supporting these customers while a majority of the workforce has moved to hastily put together home offices and technology solutions is a major challenge,” wrote Anthony Mullen and Drew Kraus of Gartner^® in a recent research note.*

“As a result, organizations have turned to knowledge management to support both customers and employees in an attempt to communicate business decisions and changes to existing ways of working and service levels,” they continued.

Powered by AI, analytics, content management, and 360-degree context, eGain Knowledge Hub enables agents to resolve a wide range of customer queries by pushing fast, accurate answers and personalized, conversational guidance via the agent desktop within SAP Service Cloud, reducing training needs and boosting 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. Comprehensive analytics and machine learning provide actionable insights to optimize knowledge adoption, relevance and performance.

“Our customers’ contact center teams are really excited about the agent experience impact of this rich integration,” said Ashu Roy, eGain CEO. “We look forward to now delivering this solution to customers via SAP Store.”

SAP Store, found at store.sap.com, delivers a simplified and connected digital customer experience for finding, trying, buying and renewing more than 1,800 solutions from SAP and its partners. There, customers can find the SAP solutions and SAP-validated solutions they need to grow their business. And for each purchase made through SAP Store, SAP will plant a tree.

eGain Corporation is a partner in the SAP PartnerEdge^® program. As such, it is empowered to build, market and sell software applications that supplement and build on SAP software and technology. The SAP PartnerEdge program provides the enablement tools, benefits and support to facilitate building high-quality, disruptive applications focused on specific business needs – quickly and cost-effectively. The program provides access to all relevant SAP technologies in one simple framework under a single, global contract.

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.

More Information

Link to eGain Knowledge Hub™ on SAP Store: https://bit.ly/3Af29hu
eGain Knowledge Hub™: www.eGain.com/knowledge-management-software
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

About eGain

eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance. 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.

Any statements in this release that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. All forward-looking statements are subject to various risks and uncertainties described in SAP’s filings with the U.S. Securities and Exchange Commission, including its most recent annual report on Form 20-F, that could cause actual results to differ materially from expectations. SAP cautions readers not to place undue reliance on these forward-looking statements which SAP has no obligation to update, and which speak only as of their dates.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE in Germany and other countries. Please see https://www.sap.com/copyright for additional trademark information and notices. All other product and service names mentioned are the trademarks of their respective companies.

*Gartner, “Servicing Explosive Customer Demand with a Remote Workforce Compels Sharper Knowledge Management Practices” Anthony Mullen and Drew Kraus, Report ID G00725279, June 30, 2020.

eGain media contact

Michael Messner
Email: press@egain.com
Phone: 408 636 4514
www.eGain.com

FAQ

What is the eGain Knowledge Hub™?

The eGain Knowledge Hub™ is a knowledge management solution that integrates with SAP Service Cloud to support contact center agents by providing contextual knowledge and AI-driven guidance.

How does eGain's integration with SAP Service Cloud benefit agents?

It offers agents fast, accurate answers and personalized guidance, enhancing their ability to resolve customer queries effectively.

What challenges in customer service does the eGain Knowledge Hub address?

The solution addresses the challenges posed by a surge in customer inquiries, especially as many agents work from home.

When was the eGain Knowledge Hub™ launched on the SAP Store?

The eGain Knowledge Hub™ was announced to be available on the SAP Store on August 26, 2021.

What are the expected outcomes of using the eGain Knowledge Hub™?

The integration is expected to reduce training needs for agents, boost compliance, and improve the overall customer service experience.