eGain Knowledge Hub receives ServiceNow Built on Now certification

Rhea-AI Summary

eGain Corporation (NASDAQ: EGAN) announced that its eGain Knowledge Hub™ has achieved ServiceNow Built On Now certification. This designation confirms the solution's capability to enhance contact center operations by integrating AI-driven knowledge management within the ServiceNow platform. With this integration, eGain aims to improve agent efficiency and reduce training times by providing contextual, AI-guided assistance. According to Gartner, 84% of contact center agents find existing tools unhelpful, highlighting the need for innovative solutions like eGain's.

Positive

• eGain Knowledge Hub received ServiceNow Built On Now certification, enhancing its credibility.
• Integration with ServiceNow improves operational efficiency and reduces training needs for agents.
• AI-driven capabilities empower agents to solve queries effectively, enhancing customer experience.

Negative

• The high percentage (84%) of agents finding current tools unhelpful indicates a significant market dissatisfaction.

Top-rated knowledge management solution integrates with ServiceNow to enable proactive, guided experiences

SUNNYVALE, Calif., Feb. 03, 2022 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), today announced that the integration of eGain Knowledge Hub™, its award-winning solution for modern knowledge management, with ServiceNow, has received ServiceNow Built On Now certification.

The highest technical designation and certification for a ServiceNow Technology Partners application, a Built on Now application is natively built on the ServiceNow Platform. These applications are enterprise-built and are designed and tested for fast, agile, resilient, secure, human, connected digital transformation.

According to Gartner, a whopping 84% of contact center agents do not find tools helpful in handling customer issues and only 12% say tools simplify their day-to-day work.

Available on the ServiceNow Store, eGain Knowledge Hub for ServiceNow™ empowers agents of all experience levels to solve omnichannel queries with personalized answers powered by conversational AI guidance served inside the ServiceNow^® Agent Workspace, slashing training needs and ensuring compliance.

The hub federates knowledge from multiple sources and guides agents using AI reasoning based on the context, agent experience level, and the interaction channel. Embedded machine learning enables intent inference and rich analytics provide actionable insights to optimize knowledge adoption, response relevance, and operational 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 ServiceNow ecosystem.”

More Information

• eGain Knowledge Hub listing in the ServiceNow Store: https://bit.ly/3fIlSgt
• eGain Knowledge Hub for ServiceNow: https://www.egain.com/egain-for-servicenow/
• eGain Knowledge Hub: https://www.egain.com/products/knowledge-management-software/
• eGain Suite: https://www.egain.com/products
• eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/
  

About eGain
Our knowledge-powered software automates digital-first experiences for enterprises and government agencies. Infused with AI and pre-connected with leading CRM and contact center systems, eGain’s top-rated customer engagement platform easily enables 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.

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.

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

FAQ

What recent achievement did eGain Corporation (EGAN) announce?

eGain announced that its Knowledge Hub has received ServiceNow Built On Now certification.

How does eGain's integration with ServiceNow benefit contact center agents?

The integration empowers agents with AI-driven guidance, improving efficiency and reducing training requirements.

What percentage of contact center agents find existing tools unhelpful according to Gartner?

According to Gartner, 84% of contact center agents do not find their tools helpful in handling customer issues.

In what way does eGain Knowledge Hub improve customer service?

It provides personalized answers and context-aware assistance using AI, enhancing the overall customer service experience.