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eGain Knowledge Hub Announces Accreditation by Five9
As companies strive to improve the customer experience, it’s important they understand the agent experience forms the foundation for delivering a great customer experience. Empowering agents will lead to direct improvements to the customer journey. Technology can help automate the workflow, helping agents devote more time directly to customer care. It’s important for contact centers to have the right tools in place to support their agents.
Cloud customer engagement platform company eGain Corporation recently announced its knowledge management solution, eGain Knowledge Hub, has been accredited by Five9 and is now available on Five9 CX Marketplace. Five9 is the creator of a popular cloud contact center solution designed to unlock customer insights to empower both agents and organizations. The company’s Five9 CX Marketplace offers digital solutions and tools to help with call management, customer relationship management (CRM), agent assist, training and more.
Driven by artificial intelligence (AI) and analytics, eGain Knowledge Hub for Five9 empowers agents to solve omnichannel customer queries with personalized answers and conversational guidance served inside the Five9 Agent Desktop Plus, reducing training needs and ensuring compliance. The hub consolidates knowledge from multiple sources and guides agents through the customer conversation based on the context, agent experience level, and the interaction channel. eGain Knowledge Hub also helps deliver improved self-service across omnichannel touchpoints, including interactive voice response (IVR). Analytics and machine learning enable intent inference and provide actionable insights to optimize knowledge adoption, relevance, and performance.
The analytics and automation across all customer support touchpoints allows for something that eGain calls “knowledge modernization.”
“Knowledge modernization has emerged as the top 2022 strategy to get customer and agent experiences out of the rut they have been in,” said Mike Taylor, VP of Business Development for eGain, in a statement. “We look forward to delivering our top-rated knowledge solution via the Five9 CX Marketplace.”
Edited by Luke Bellos