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News : eGain Knowledge Certified With SAP CRM Interaction Center
Sunnyvale, CA, Jan 16, 2014 -- eGain, a provider of cloud-based customer engagement solutions, announces that SAP has certified the integration of eGain Knowledge with SAP CRM Interaction Center. The solution will enable businesses to harness the combined power of SAP CRM and eGain's knowledge management capabilities to provide smart, accurate, and consistent customer service.
"Customer service managers agree that the right knowledge delivered to the customer or agent at the right time in the service resolution process is critical to a successful interaction. When done correctly, deeper knowledge can be used to personalize an interaction, increase customer satisfaction, reduce call handle time, and make operations more efficient," write Kate Leggett and Art Schoeller in "Forrester TechRadar(TM) For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013" (April 17, 2013).
Certified by the SAP Integration and Certification Center (SAP ICC), the integration of eGain 11 Knowledge with SAP CRM Interaction Center 7.0 EHP 1 allows contact center agents to search the eGain Knowledge Base from the SAP CRM agent console and get accurate answers with a simple click of a button. Agents can find answers through multiple search methods, including FAQs, natural language and keyword search, topic trees, federated search, and guided help powered by eGain's patented Case-Based Reasoning (CBR) technology.
"The synergy between CRM and knowledge management can transform customer engagement," said Ashu Roy, eGain CEO. "This integration enables businesses with SAP CRM to rapidly deploy and leverage eGain Knowledge in their contact centers."
Posted by Veronica Silva Cusi, news correspondent
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About eGain Communications:
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world.
SAP is the world's largest business software company – with more than 48,500 employees at sales and development locations in more than 50 countries worldwide.
Published: Friday, January 17, 2014