• July 20, 2023

eGain Partners with Talkdesk 

eGain, providers of a knowledge platform for customer engagement, has partnered with Talkdesk, a cloud contact center provider, to bring artificial intelligence-infused knowledge management and rich digital capabilities.

The partnership brings the Talkdesk-eGain Connector, which is listed on theTalkdesk AppConnect and eGain Marketplace. The connector embeds eGain's knowledge and digital capabilities in the Talkdesk Agent Workspace.

The integration delivers personalized answers and AI-powered conversational guidance to agents, based on context passed from Talkdesk and other criteria, such as the agent experience level. It enables agents to co-browse web content and collaborate with the customer.

Mutual clients will have access to the full Talkdesk cloud contact center platform and eGain's suite for knowledge-powered digital engagement.

"Studies consistently show that an improved customer experience increases customer loyalty and brand trust. Together, Talkdesk and eGain are committed to helping businesses realize this potential during every customer interaction," said William Welch, president and chief operating officer of Talkdesk, in a statement. "Organizations are increasingly recognizing this and evolving their contact centers to improve outcomes and fuel business growth."

"Per Gartner, knowledge management is the number one technology to elevate stakeholder experiences and operating performance in a digital world," said Ashu Roy, eGain's CEO, in a statement. "Our integrated solution will help businesses move the needle on customer experience."

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