Rated #1 by analysts and practitioners, the eGain AI Knowledge Hub is a rich, “whole-product” AI knowledge solution that has created transformational value at speed and scale for Global 1000 companies and government agencies alike. Among the components of the whole-product are:
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AI Knowledge Hub™
Rated #1 by analysts and practitioners, the eGain AI Knowledge Hub is a rich, “whole-product” AI knowledge solution that has created transformational value at speed and scale for Global 1000 companies and government agencies alike.
It delivers accurate answers and personalized conversational and process guidance in the flow of work. Part of the Knowledge Hub is eGain AssistGPT™, a comprehensive, no-code, generative AI tool that helps agents, authors, and operations managers become more effective and efficient.
The Knowledge Hub™ unifies and orchestrates all the building blocks needed for modern knowledge management: content management, profiled content access, generative and conversational AI, search methods, and knowledge analytics.
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The eGain Conversation Hub™
Rated #1 by Gartner and Forrester for digital customer engagement, the eGain Conversation Hub enables businesses to engage customers in a personalized, proactive, and intelligent manner across digital touchpoints, while integrating out of the box with telephony. Infused with contextual knowledge and AI-powered guidance from the eGain Knowledge Hub and informed by insights from the eGain Analytics Hub, the Conversation Hub includes virtual assistance, self-service, and a digital-first omnichannel advisor desktop that supports the broadest array of interaction channels, while providing a 360-degree view of customer interactions and transactions to the agent. The solution also leverages AssistGPT™, a new, no-code, generative AI capability to help agents find answers and automate knowledge management tasks.
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Knowledge Management for Dummies
Per Gartner, knowledge management (KM) is the #1 technology that can simultaneously elevate the customer experience (CX), employee experience (EX), and operational performance all at once. Yet, KM means different things to different people and often creates confusion.
The first and only publication of its kind, this booklet defines and demystifies KM. It also discusses how to select solution partners and succeed in KM initiatives. The use-case is focused mainly on the customer service space, a sweet spot for knowledge-powered value creation. The lessons, however, are applicable to business functions outside the contact center, too. The booklet is also chock full of real-world success stories and best-practice tips for success.
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eGain Analytics Hub™
Lack of visibility is limiting your ability to optimize your contact center operations. Heavily backlogged, IT cannot act quickly enough to implement the changes you need, when you need them. Gain 360-degree insight and manage your customer service operations more effectively with the eGain Analytics Hub™.
eGain Analytics Hub makes it easy to measure and manage omnichannel contact center operations. Create informative reports, data visualizations, and dashboards effortlessly. Take optimization to the next level by slicing and dicing data any which way you want.
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Knowledge Management in Contact Centers
Contact centers have to become value centers. They need contact center software that can help the business improve customer support while decreasing operational and support costs. You can address the top challenges facing contact centers today by choosing the right contact center software solution.