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News : TELUS International Partners with eGain to Elevate its Contact Center as a Service (CCaaS) Offering

#contactcenterworld, @TELUSint, @egain

Vancouver, BC, Canada, May 22, 2024 - TELUS International (NYSE and TSX: TIXT), a digital customer experience (CX) provider has partnered with eGain Corporation (NASDAQ: EGAN), an AI knowledge platform for customer service. TELUS International offers the eGain Knowledge Hub™ as an integrated solution as part of its Contact Center as a Service (CCaaS) offering, or as a standalone customer self-serve option, proactively delivering trusted answers and personalized guidance.

Modern knowledge management plays a vital role in supporting consistent experiences across live and self-service customer experience channels. The eGain Knowledge Hub™ for TELUS International unifies and orchestrates all the building blocks needed for modern knowledge management—content management, profiled content access, generative and conversational AI, search methods, and knowledge analytics—to deliver trusted answers.

"In the world of customer experience, knowledge is power, and an intuitive and AI-fueled knowledge management platform like eGain’s can make the difference between a poor customer experience that leaves customers frustrated and one that differentiates a brand and inspires customer loyalty," said Paul Egger, Vice President, Digital Solutions, TELUS International. "Through our partnership with eGain, we're able to provide our clients with a best-in-class AI knowledge solution that prioritizes customer satisfaction. Whether through our CCaaS offering or other digital CX services that we provide, we are committed to finding and working with other providers that share our passion for delivering unparalleled, end-to-end solutions that foster lasting relationships and delight among their customers."

"As per Gartner, knowledge management is the #1 technology that can simultaneously elevate customer and employee experiences, while also transforming operational metrics," said Anand Subramaniam, SVP Global Marketing for eGain. "The eGain Knowledge Hub™ will enable TELUS International to further help its clients deliver superior CX with trusted answers."

#contactcenterworld, @TELUSint, @egain

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


About TELUS International:
Company LogoTELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions and other managed solutions. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.
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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 - Don’t Allow Scapegoats

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Published: Friday, May 24, 2024

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

 

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