How E-Gain Helps Customers Turn Information Into Consumable Information

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When I first found and saw E-Gain, I think at KM World, it's probably where we first ran into each other, I thought you were really contact center. But really what I've learned is you serve a wider audience than that. Yes, you solve the contact center problem a bit more. So who are the people in different organizations that we should be learning about E- Gain? We're seeing improvements of over 30% in FLS contact resolution in bringing down the training time by 50% upfront. A lot of guidance and advice is starting to become more and more important. You start to see things like customer self service, employee experience or employee self service which is

Enterprise Knowledge COO Joe Hilger speaks with Ashu Roy, CEO of eGain Corporation. eGain is a leading provider of cloud customer engagement hub software. For over a decade, eGain solutions have helped improve the customer experience, optimize service processes, and grow sales across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs.

In this conversation Joe and Ashu talk about a knowledge-powered customer engagement suite that uses AI and findability to provide fast answers to customer service, customer self-service, employee experience, and sales inquiries. They also discuss how eGain can reduce handling time and be used as a recruitment tool, as well as its aim to combine knowledge management and graphs to create living knowledge and trust.

Note: The views expressed by guests are their own, and do not necessarily reflect the views of their organization.

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