eGain
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1252 Borregas Ave
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Sunnyvale California 94089
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United States
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Year Founded: 1996
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Ownership: Public
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Number of Employees: 500 - 999
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Profile
#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
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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.
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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.
Categories
Articles Mentioned
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Specialized Bicycles Rides with eGain
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Customer Engagement Solutions Market to Grow by $16.31 Billion Through 2028
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A Q&A with Ashu Roy, eGain's CEO
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KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend
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Chatbot Market to Grow by $5.37 Billion by 2028
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The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100
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TELUS International Partners with eGain
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eGain Releases AssistGPT for CCaaS
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eGain Launches AssistGPT
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eGain Partners with Talkdesk
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The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2023 CRM Top 100
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eGain Launches Pilot Program for Generative AI
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10 Ways Generative AI Can Improve Customer Experiences
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eGain Integrates with Microsoft Teams
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eGain Releases Instant Answers with Generative AI
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A-dec Expands Its Internal Intelligence
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CX Trending Down; KM and Other Technologies Can Help, eGain Solve Speakers Contend
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eGain Connects with IBM Watson Assistant
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Chatbot Market to Reach $13.9 Billion by 2027
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eGain Integrates Knowledge Hub with Microsoft SharePoint
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The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2022 CRM Top 100
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eGain Achieves FedRAMP Authorization
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Chatbots Show Huge Growth Potential
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eGain Knowledge Hub Now Available on Five9 CX Marketplace
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eGain Knowledge Hub Now Available on Genesys AppFoundry
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eGain Brings Knowledge Hub to SAP Store
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The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2021 CRM Top 100
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eGain Receives HiTRUST Certification
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Engagement Hubs Put Customers at the Center
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GreenPath and eGain Partner on Virtual Financial Coach
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Infogain Joins eGain EcoNet Partner Network
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eGain Launches Smart IVR
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eGain Achieves FedRAMP In Process Status
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The 2020 CRM Top 100 Companies in Customer Service, Marketing, and Sales
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eGain Adds Google Business Messages Support
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eGain Launches eGain Messaging Hub
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eGain Adds to Its Solve Customer Service Suite
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The CRM Top 100 Companies in Customer Service, Marketing, and Sales
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Altitude Software Partners with eGain
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eGain Launches "AI Value in 30 Days" Program
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eGain Launches Always On
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Lithium, eGain Integrate Apple Business Chat
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eGain Launches eGain Solve for Amazon Connect
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Best Contact Center Search: The 2018 CRM Service Leaders
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eGain Integrates with Facebook Messenger for Customer Support Chat
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NewVoiceMedia Names New President
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What Companies Can Do to Reduce Customer Effort
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eGain Launches Solve for Cisco
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Cost Considerations Become a Top Concern
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The 2017 CRM Service Leaders: Contact Center Search
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Majesco Partners with eGain
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The 2016 CRM Service Leaders: Contact Center Search
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6 Ways to Improve Your Customer Service for Millennials
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Do You Feel Your Customers' Pain (Points)?
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SIO Emerges as a New Contact Center Segment
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eGain Expands Speech Analytics Capabilities with Exony Acquisition
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8 Elements to Delivering Delightful Customer Experiences
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The 2014 CRM Service Leaders
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eGain Knowledge Certified for Use with SAP CRM Interaction Center
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CRM Service Awards: Service Leaders
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Case Management Takes a Dynamic Turn
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From Woeful to Wow in Online Customer Engagement
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eGain Releases SuperChat
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Twitter: Hearing 140 Million Voices
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4 Keys to Customer Service Excellence
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The 2012 Service Leaders
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Deliver on Your Customer Service Brand Promises
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Cisco Unified CCX Gets Cross-Channel Upgrade
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Improving Customer Service in Midsized Businesses
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eGain Introduces Sales Offers for Facebook
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eGain Debuts Cobrowse for Smartphones and Tablets
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eGain Launches Interactive B2C Sales and Marketing Software
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Attributes of IT-Friendly Software for Multichannel Customer Service
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The 2011 Service Leaders
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The 2011 Rising Stars
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eGain Introduces All-In-One Search for Customer Self-Service Experience and Multichannel Contact Center
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eGain Launches eGain Social Experience Suite
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Anybody's Bot
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11 Tips to Conquer Contact Centers
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Re:Tooling — Email Management: You've Got Mail
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Learn to Innovate by Unlearning
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RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
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Finding the Value of Findability
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Web Self-Service Will Make You Great
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In More Ways Than One
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Market Focus -- Telecommunications: Bundled Offerings, Better Retention?
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The 2009 CRM Service Awards: Service Leaders -- Introduction
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The 2009 CRM Service Awards: Service Leaders -- Web Self-Service
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The 2009 CRM Service Awards: Service Leaders -- Web Interaction Management
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Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
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The Next Evolution of SaaS?
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Beyond Search
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Companies Catch the Customer Experience Wave
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Break the Rules to Win in Customer Service
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Calling It Quits
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Tech Solution: Email Management Tools
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Jumping Into the SaaS Pool
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Talisma Acquired by nGenera
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Make Your Contact Center Emotionally Intelligent
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Microsoft Goes Automated With its Service Agent
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The 2008 CRM Service Awards: Web Self-Service
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The 2008 CRM Service Awards: Web Interaction Management
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A Sly Partnership for ClickFox and Talisma
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Always On
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Want Superior Customer Experience in Your Contact Center?
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Transform Your Contact Center Into a Profit Center
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Help Them Help Themselves
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The Dead Pool: E- and Phone Service
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Yackety Clack
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THE 2007 Service Leaders, Part 1
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Nine New Treats From eGain
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Knova Software Gets Personal
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KANA Leads Forrester's E-Service Suite Wave
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A Slow Q1 for Customer Service Software
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Acquisition Predictions
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Email Response Times Lag Still
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Knova Knows Knowledge
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June 28, 2005
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ABG Scores Web Self-Service Vendors
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SMBs Are Shopping For ERP and CRM Solutions
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Making a Clear Connection
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E-Service Providers Ride the Forrester Wave
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Siebel Enchants Gartner's CRM CSS Magic Quadrant Again
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March 23, 2005
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ABN AMRO Banks on e-Service to Boost Customer Satisfaction
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Statistically Speaking
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CRM Companies Have a Strong Presence in Deloitte's Fast 500
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Wires: News and Technology for October 15, 2004
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12 Ways to Boost Productivity
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Wires: News and Technology for September 3, 2004
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Missed Opportunities and Bad Service
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Wires: News and Products for August 20, 2004
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RightNow's IPO Marks the Firm's Passage Into Maturity
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Wires: News and Products for July 30, 2004
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The Week in Review: May 14, 2004
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New Product Spotlight: April 7, 2004
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Multichannel Customer Service Done Right
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Vertical Focus: Financial Services
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Siebel's New Challenger
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The Week in Review--4/4/03
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The Week in Review--2/13/03
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Web Self-Help Wins
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CRM News In Brief
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Taking A Bite Out of Crime in Florida
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AMR: State of the CRM Union
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Solutions of the World: Part II
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Part V: Self-Service CRM: Where To Go Next?
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Enterprise Commerce Management
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Campaign Management Software: A Comparative Analysis
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A CRM Starter Pack: Strategic Steps to Success
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Customer Service Award: Trip.com
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Turning Your Call Center into an Interaction Center
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Turning Call Centers into Interaction Centers
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Making Sense of e-Mail Management Software
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Online Self-Help Grows Up
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Online Self-Help Evolves
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Learning Lessons from CRM Failures
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Research Reveals Reasons for Lost Loyalty
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eHobbies Delivers Christmas
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The Three Rs Go Virtual
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Marketing Automation Deconstructed
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Customer Service Means More at More.com
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eGain: The Hosted Version
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Giving Online Customers More
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Gain, No Pain