News : A-dec Selects eGain for AI-Powered Customer Support
Sunnyvale, CA, USA, July, 2019 -- eGain (NASDAQ: EGAN), a provider of cloud-based customer engagement solutions, announced that A-dec, a dental equipment manufacturer, selected eGain AI knowledge for contact center support and digital self-service.
A-dec manufactures a complete portfolio of dental operatory products, including chairs, stools, delivery systems, lights, cabinets, and A-dec | W&H handpieces.
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A-dec Customer Service handles calls from dental service providers as well as A-dec’s own field engineers and dealers. Previously, representatives were using a legacy knowledge-base, layered on a Microsoft(R) Sharepoint™ repository. A-dec wanted to modernize its knowledge management system with AI guidance to deliver fast, accurate, and consistent answers across omnichannel touchpoints.
Looking at alternatives, the company was impressed with eGain’s AI Knowledge for its capabilities in conversational AI guidance, knowledge personalization, search, and analytics.
"A-dec Customer Service strives to provide an accurate, complete, and immediate solution for every customer," said Mark Brannan, Global Director of Customer Service. "With eGain’s AI Knowledge solution, we will expand our abilities to accomplish this goal and introduce this same level of service to new interaction channels beyond our traditional voice approach."
"Document and content management systems fail in findability," said Ashu Roy, eGain CEO. "By contrast, eGain AI Knowledge accelerates time to answer with fast findability and conversational navigation, where needed."
Posted by Veronica Silva Cusi, news correspondent
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About eGain Corporation:
eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.
Published: Monday, July 29, 2019
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