#contactcenterworld, @egain, @Genesys
Sunnyvale, CA, USA, Nov. 01, 2021 -- eGain Corporation (NASDAQ: EGAN), a cloud platform provider for customer engagement automation, announced that its solution for knowledge management—eGain Knowledge Hub™—is now available on Genesys™ AppFoundry.
"Timely and contextual knowledge presented to agents in a clear and concise form is a pipe dream for most service environments, yet without it the service experience will always be in jeopardy. Agents typically have to access knowledge from multiple disparate sources and read it while simultaneously listening to the customer and navigating the intended CRM process flow. Knowledge is an underemphasized aspect of experience design and demands a higher prioritization," wrote Jim Davies of Gartner(R) in a recent research note.*
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"Gartner analysts have previously cited knowledge management (KM) as the No. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience," he continued.
"Our clients are really excited about the agent experience impact of this seamless integration," said Ashu Roy, eGain CEO. "We look forward to delivering our top-rated knowledge solution via the Genesys AppFoundry."
Posted by Veronica Silva Cusi, news correspondent
About eGain Corporation:
eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Tuesday, November 2, 2021
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