Virginia529 Selects eGain AI Knowledge to Elevate Customer and Advisor Experience  

Rhea-AI Summary

eGain (NASDAQ: EGAN) announced that Virginia529 has chosen the eGain Knowledge Hub to improve its customer service and advisor experience. Virginia529, the largest 529 plan managing over $100 billion in assets, aims to advance financial education and savings for Americans. The selection of eGain's AI-powered platform will replace legacy knowledge management systems, enabling consistent and compliant knowledge access across Virginia529's operations. This partnership is expected to enhance service efficiency on topics such as account opening, transactions, and taxes.

Positive

• Virginia529 manages over $100 billion in assets, showcasing significant market influence.
• The adoption of eGain Knowledge Hub will replace outdated KM systems, improving operational efficiency.
• eGain's platform offers comprehensive functionality and composable architecture, adding technological value.
• Pre-built connectors to Five9 call center and managed services enhance integration capabilities.
• The partnership aligns with Virginia529's focus on technological advancements to aid customer service.

Negative

• There is potential risk involved with the transition from legacy systems to the new eGain platform.
• The effectiveness of the eGain Knowledge Hub remains to be fully demonstrated post-deployment.

SUNNYVALE, Calif., June 14, 2024 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading AI knowledge platform for customer service, today announced that Virginia529 has selected the eGain Knowledge Hub™ to enhance its customer service.

Virginia529 strives to help make the financial lives of Virginians—and all Americans—better through its commitment to affordable and accessible savings programs and financial education. Available nationwide with account owners in every state, Virginia529 is the largest 529 plan, managing more than $100 billion in assets, as of February 29, 2024. In addition to being the industry leader for higher education savings, Virginia529 also administers a disability savings program (ABLEnow) and manages a state-facilitated retirement savings program (RetirePath Virginia).

Virginia529’s leadership constantly seeks new ways to assist families to best prepare them for their future financial needs, with the use of technology to improve its service being one of them.

The organization’s leadership said they knew robust knowledge management (KM) is critical to good customer service and sought to replace legacy KM systems while improving the consistency of knowledge across the enterprise.

Virginia529 selected the eGain Knowledge Hub for its comprehensive functionality, composable architecture, pre-built connectors to their Five9 call center, and managed services. With eGain, the Virginia529 contact center and operations team will have correct and compliant knowledge in one place. The service team will handle customer queries on an array of topics, including account opening, transactions, and taxes.

“We measure our success by the success of our customers,” said Vivian Shields, Chief Financial Officer at Virginia529. “We anticipate that, once fully deployed, eGain Knowledge will enhance our customer service.”

“Customer service fails when agents cannot find a single source of trusted answers,” said Ashu Roy, eGain CEO. “That is exactly what the eGain Knowledge Hub delivers. We are proud to partner with Virginia529 to further their vision.”

About eGain
eGain Knowledge Hub helps improve experience and reduce cost by delivering trusted answers for customer service. Visit www.egain.com for more info.

Media Contact
Michael Messner
408 636 4514
press@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.

FAQ

Why did Virginia529 select eGain Knowledge Hub?

Virginia529 selected eGain Knowledge Hub to replace legacy knowledge management systems and improve the consistency of knowledge across the enterprise.

What are the expected benefits of the eGain Knowledge Hub for Virginia529?

The eGain Knowledge Hub is anticipated to enhance customer service by providing a single source of trusted answers and improving operational efficiency.

How does the eGain Knowledge Hub integrate with Virginia529's existing systems?

The eGain Knowledge Hub includes pre-built connectors to Virginia529's Five9 call center, facilitating smooth integration and managed services.

What topics will Virginia529's service team address with the new eGain platform?

The service team will handle customer queries on various topics, including account opening, transactions, and taxes.

What is the market significance of Virginia529?

Virginia529 is the largest 529 plan, managing over $100 billion in assets, and also administers disability savings and state-facilitated retirement savings programs.