Sunnyvale, CA August 26, 2021 -- eGain Corporation (NASDAQ: EGAN), a cloud platform provider for customer engagement automation, announced its solution for knowledge management—eGain Knowledge Hub™— is now available on SAP(R) Store, the online marketplace for SAP and partner offerings. eGain Knowledge Hub integrates with SAP Service Cloud and can be embedded in the agent desktop for easy, contextual access at the point of customer interaction.
"In recent months, clients and vendors have described the increase of traffic into the customer service and support functions as mushrooming by 4% to 1,000+%. These inquiries range from routine information to more esoteric and novel requests. Supporting these customers while a majority of the workforce has moved to hastily put together home offices and technology solutions is a major challenge," wrote Anthony Mullen and Drew Kraus of Gartner(R) in a recent research note.*
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"As a result, organizations have turned to knowledge management to support both customers and employees in an attempt to communicate business decisions and changes to existing ways of working and service levels," they continued.
"Our customers’ contact center teams are really excited about the agent experience impact of this rich integration," said Ashu Roy, eGain CEO. "We look forward to now delivering this solution to customers via SAP Store."
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.
SAP is a business software company – with more than 100,000 employees at sales and development locations in more than 50 countries worldwide.
Published: Thursday, August 26, 2021
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