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SUNNYVALE, Calif., June 10, 2022 (GLOBE NEWSWIRE) — eGain Corporation (NASDAQ: EGAN), a leading provider of cloud platforms for customer engagement automation, today announced that its award-winning knowledge management solution—eGain Knowledge Center™— is now integrated with Cisco Webex Contact Center.
“One of the top three drivers in customer service success is agent knowledge. The early days of knowledge management focused on streamlining access to organized content. Now, machine learning, natural language search, intent derivation and personalization allow agents to access journey-specific content in the context of their actions and comply with regulatory policy,” said writes Kate Leggett, vice president and principal analyst at Forrester in a blog post on knowledge management, dated August 18, 2020.
Infused with artificial intelligence and analytics, eGain Knowledge Hub for Cisco Webex Contact Center empowers all agents to resolve omnichannel customer queries with personalized responses and conversational guidance served inside the agent’s desk Cisco WCC, reducing training requirements and ensuring compliance. The hub brings together knowledge from multiple sources and guides agents through the customer conversation based on context, agent experience level, and interaction channel. It also helps deliver wow self-service across omnichannel touchpoints, including IVR. Deep analytics and machine learning enable intent inference and provide actionable insights to optimize knowledge adoption, relevance, and performance.
“Proactive, guided knowledge turns all service agents into super agents. It’s no wonder knowledge management is Gartner’s #1 technology recommendation for customer service leaders in 2022,” said Ashu Roy, CEO of eGain. “We are thrilled to offer our highest rated knowledge solution in the Cisco ecosystem.”
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About eGainInfused with artificial intelligence, our knowledge-based software automates digital-first experiences for businesses and government agencies. Pre-connected to leading CRM and contact center systems, the eGain platform delivers fast value and easy innovation with virtual assistance, customer self-service and modern agent desktop tools. Visit www.eGain.com for more information.
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company and product names mentioned herein may be trademarks or registered trademarks of the respective companies.
Source: eGain Corporation
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