Workforce Management Featured Article
eGain Intros eGain Knowledge Hub for Genesys
Improved contact center interactions are critical today as businesses search for ways to keep customers happy. Thanks to new artificial intelligence (AI) and machine learning (ML) technologies, the possibilities to keep customers engaged, satisfied and happy are increasing.
eGain, a provider of customer engagement automation solutions will now be offering its knowledge management solution embedded in the Genesys (News - Alert) Cloud CX platform to empower contact center agents to have incredible conversations with customers on any channel.
eGain Knowledge Hub for Genesys provides agents with proactive knowledge and AI conversational guidance which means they can more easily respond to customer needs with the valuable information.
“Our clients are really excited about the agent experience impact of this seamless integration,” said Ashu Roy, eGain CEO. “We look forward to delivering our top-rated knowledge solution via the Genesys AppFoundry.”
By pulling information from multiple courses for agents, they can deliver more personalized answers and have conversational guidance they need during an actual interaction with a customer.
For both expert and novice level agents, this offering makes it much easier to find answers they need so they can quickly respond to customer queries and work efficiently to boost First Call Resolution (FCR).
“Gartner (News - Alert) analysts have previously cited knowledge management (KM) as the No. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience,” wrote Jim Davies (News - Alert) of Gartner in a recent research note.
“Agents typically have to access knowledge from multiple disparate sources and read it while simultaneously listening to the customer and navigating the intended CRM process flow. Knowledge is an underemphasized aspect of experience design and demands a higher prioritization.”
Using rich analytics and machine learning the system is able to understand customer intent and deliver actionable insights needed to improve performance outcomes.
These added benefits also slash training needs and help to ensure compliance is happening.
Edited by Maurice Nagle
