eGain

eGain
  • 1252 Borregas Ave
  • Sunnyvale California 94089
  • United States
  • Year Founded: 1996
  • Ownership: Public
  • Number of Employees: 500 - 999
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#1 AI Knowledge Platform

eGain Knowledge Hub helps improve experience and reduce cost by delivering trusted answers for customer service. 

Product Description

The eGain Knowledge Hub™

Rated #1 by analysts, the eGain Knowledge Hub is a comprehensive knowledge management solution that improves customer service and empowers employees–agents, knowledge authors, and operations managers.

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.

It 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. 

It orchestrates and leverages multiple AI technologies across the knowledge creation, management, delivery, and optimization process: 

  • Generative AI
  • Conversational AI
  • Machine Learning
  • Case-based reasoning
  • Natural Language Processing
  • ML is used for intent classification and entity extraction
  • Case-based reasoning is used for conversational guidance and decision-making
  • Generative AI is used to automate knowledge management tasks while making it easier for agents to find answers

Success @ Scale
Our clients have transformed service at scale with the eGain Knowledge Hub

30 points increment in Net Promoter Score
Leading telco improved Net Promoter Score by 30 points, First Contact Resolution by 37%, and training time by 50% across 13,000 contact center agents and retail store associates

70% call deflection
Mammoth federal agency deflected up to 70% of calls, boosted taxpayer service by 400%, and reduced case handling time by 25%

25M inquiries per year
8000 agents at a leading BPO rely on eGain Knowledge to deliver personalized service to millions of employees at Fortune 500 companies

33% reduction in agent training time
Leading health insurance provider sustained customer service quality and cut agent training time by 33% even when their entire contact center had to go remote when Covid hit

67% improvement in speed to answer
Hypergrowth SaaS company improved agent confidence by 60%, answer consistency by 62%, and speed to answer by 67%

Whitepapers, Archived Webcasts and Sponsored Content

  • Knowledge Hub™
    Rated #1 by analysts, the eGain Knowledge Hub™ is a comprehensive knowledge management solution that improves customer service and empowers employees–agents, knowledge authors, and operations managers. 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.
  • 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.
  • 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.
  • 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.
  • 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.

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