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News : eGain Launches the Knowledge Hub™, Turbocharging Digital Transformation of Customer Engagement

#contactcenterworld, @egain

Sunnyvale, CA, USA, Sept 7, 2021 -- eGain (NASDAQ: EGAN), a cloud platform for customer engagement automation, announced the availability of eGain Knowledge Hub™, the company’s knowledge management solution.

According to Gartner, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success. A Forrester Consulting consumer survey revealed that lack of knowledge across contact center agents and self-service systems is the biggest barrier to getting good customer service.

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INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

"We estimate that enterprises that undertake enterprise-wide knowledge consolidation projects can lower knowledge management application maintenance costs by 15% to 40%. It will improve the speed of knowledge being authored and released to multiple channels, shorten the time of the training of machine learning or the natural language processing engine, and increase the accuracy rate of the content," wrote Drew Kraus, et al, in a recent Gartner research note.*

"Many digital CX initiatives have been doomed by the knowledge gap," said Ashu Roy, eGain CEO. "Our knowledge hub ensures that consistent, hyper-relevant content and conversational guidance flow through the ever-growing digital pipes for effortless customer, agent, and business experiences."

#contactcenterworld, @egain

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About eGain Corporation:
Company LogoeGain 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.
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Today's Tip of the Day - Getting The Marketing Message Right

Read today's tip or listen to it on podcast.

Published: Thursday, September 9, 2021

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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