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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"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."
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.
Published: Thursday, September 9, 2021
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