eGain, a provider of cloud-based customer engagement solutions, today announced that SAP has certified the integration of eGain Knowledge with SAP CRM Interaction Center. The solution will enable businesses to harness the combined power of SAP CRM and eGain's knowledge management capabilities.
Certified by the SAP Integration and Certification Center (SAP ICC), the integration of eGain 11 Knowledge with SAP CRM Interaction Center 7.0 EHP 1 allows contact center agents to search the eGain Knowledge Base from the SAP CRM agent console and get answers with a simple click of a button. Agents can find answers through multiple search methods, including FAQs, natural language and keyword searches, topic trees, federated searches, and guided help powered by eGain's patented Case-Based Reasoning (CBR) technology.
"The synergy between CRM and knowledge management can transform customer engagement," said Ashu Roy, eGain's CEO, in a statement. "This integration enables businesses with SAP CRM to rapidly deploy and leverage eGain Knowledge in their contact centers."