eGain

eGain
  • 1252 Borregas Ave
  • Sunnyvale California 94089
  • United States
  • Year Founded: 1996
  • Ownership: Public
  • Number of Employees: 500 - 999
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Profile

 

#1 AI Knowledge Platform 

eGain AI Knowledge Hub helps businesses improve experience and reduce cost by delivering trusted, consumable answers. Visit www.eGain.com for more info.

 

Product Description

eGain 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. 

Among the components of the whole-product are:

  • Rich technology: Content management, workflows, profiled content access, intent inference, search methods, generated instant answers, guided help, analytics, pre-built connectors to existing systems, and much more, powered by generative AI, conversational AI, and ML. 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.
  • Patented implementation method: We have perfected the art and science of creating quick business value from AI and knowledge from domain experience that spans over two decades and bottled it all in the eGain AI Knowledge Method™.
  • Value modeling service: A 360-degree approach to modeling the business value of AI knowledge, based on our experience drawn from similar assessments from hundreds of clients.
  • Risk-free pilot: Our unique “Innovation in 30 days” pilot is a no-risk approach to experiencing our solution before investing in it. We provide expertise and guidance for success at no charge.
  • Full-spectrum services: 24×7 support, managed services, and educational services through in-person training and free, online courses through a one-of-a-kind Knowledge Academy™.
  • Ecosystem: Our ecosystem consists of technology vendors, SI and channel partners, developers, and more. With a rich API library and pre-built connectors to partner technologies, we have a marketplace as well as easy-to-access presence in third-party marketplaces.

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

  • eGain Innovation in 30 Days™ for Knowledge
    Sign up for a risk-free production pilot for the #1 AI knowledge platform Experience the difference with a free no commitment 4-week pilot! eGain has great technology and a unique way of doing things. We spend a lot of time thinking about how large businesses can consume innovation quickly. eGain Innovation in 30 Days™ (earlier known as eGain Try+Buy™) is a guided innovation consumption model that is safe, easy, and risk-free. A typical client can begin delivering new digital services to customers within days. This disruptive technology offer includes: Your use case: - Identify a high value/high impact use case—any capability offered by eGain Conversations Hub™/ Knowledge Hub™ / Analytics Hub™ Our free no-commitment no-risk 4-week pilot offer - Our award-winning top-rated customer engagement software (eGain Conversations Hub™/ eGain Knowledge Hub™/ eGain Analytics Hub™), our cloud - Implement the use case—Two weeks of discovery, design, and configuration - Put it into production—Two weeks of operation - Experience the WOW! - Then you decide: Continue or quit - No cost, no catch, no commitment
  • 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.
  • 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.
  • Generative AI for Customer Service – Lessons Learned
    Gartner Research predicts that by 2025 (we are almost there), 100% of all virtual assistant projects (in customer service) lacking integration with modern knowledge management systems will fail to meet their objectives! This white paper explores the lessons learnt from early GenAI projects in customer service automation, focusing on foundational need for knowledge management.

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