SUNNYVALE, Calif., Sept. 15, 2022 (GLOBE NEWSWIRE) — eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform for customer engagement automation, today announced that a leading international airline has chosen the platform eGain Knowledge Hub™ to unify knowledge silos and propel customer service to new heights.
A growing international airline with many business units, it has contact centers and customer service agents in cities around the world. The company had developed knowledge silos over time, making it difficult for customer service agents to provide a single source of truth. Familiar with the concept of a platform, which is an integral part of the field of air transport, the company wanted to implement one in the field of knowledge in order to consolidate information and processing functionalities in a single platform, aimed at use at across customer touchpoints, countries, languages and business units.
The airline took advantage of eGain’s unique, risk-free pilot, Innovation in 30 days™, to allow team members to experience eGain’s knowledge platform solution for free. The essay included practical tips for success, based on process and program best practices from eGain experts, in partnership with Deloitte’s knowledge management practice.
A positive pilot experience, coupled with rich functionality, domain expertise, and pre-built integration with Genesys® and Microsoft SharePoint™, led to eGain being considered the ideal solution. eGain will also provide implementation services, in partnership with Deloitte.
To begin with, eGain Knowledge will be rolled out to customer service agents in five hubs and eight satellite locations across touchpoints to handle queries on a wide range of topics, such as Covid-related requirements, ticketing, baggage policies and special services. The company plans to extend the same knowledge to digital self-service in the next phase.
“Knowledge silos create chaos and degrade the customer and agent experience,” said Ashu Roy, CEO of eGain. “Our solution helps harmonize rapidly changing knowledge with a single platform approach. »
About eGain
Infused with AI, our knowledge-based software automates digital-centric experiences for businesses and government agencies. Pre-connected with leading contact center and CRM systems, eGain’s platform delivers rapid value and easy innovation through virtual assistance, customer self-service and modern desktop tools for agents. . Meeting on www.eGain.com for more information.
Gain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company and product names mentioned in this press release may be trademarks or registered trademarks of the respective companies.
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