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"eGain
has demonstrated to the editors of Customer
Inter@ction Solutions that their
products and services have substantially
improved the processes of their clients'
businesses by streamlining and facilitating
the flow of information needed for companies
to retain their most precious asset:
their customers."
- Nadji Tehrani
Chairman
of TMC and founder of Customer Inter@ction
Solutions®
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Knowledge management
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eGain
KnowledgeAgent™ guarantees high-quality
customer service by infusing your customer
service agents with knowledge, making them
as productive and educated as your best agents.
It ensures fast, consistent and accurate answers
to increase customer satisfaction by providing
agents and other users a range of ways to
get to information in the common knowledge
base.
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Use
a proven contact center solution, implemented
by 300 leading enterprises
In an environment where customer retention
is a key business imperative, companies should
look for proven solutions when it comes to
implementing knowledge management in their
contact centers. eGain has delivered innovative
knowledge-powered customer service solutions
to enterprises for well over a decade. eGain
was the first company to provide a guided
knowledge solution. eGain KnowledgeAgent benefits
from all the best practices we have learned
in the course of successful knowledge management
implementations in over 300 enterprises across
the globe.
Support agents of all levels with multiple
access modes and roles
eGain KnowledgeAgent enables both novice and
expert agents to find the answers they need,
easily and efficiently. Based on the agent's
role (Level 1, Level 2, etcetera.), the agent
can view appropriate levels of information
and use different access methods. For example,
a novice agent could be forced to go through
an interactive Q&A session with the application
through a guided-help interface to resolve
a customer issue. An expert, on the other
hand, would use browse-and-search access mode
to complement the guided help interface to
be more efficient. Equally important, the
business administrator can set up roles for
agents that determine their ability to create
and document new knowledge into the system.
Drive call set up and wrap up efficiencies
by integrating with call tracking systems
To improve call set up and wrap up processes,
eGain KnowledgeAgent includes out-of-the-box
integration with leading call tracking applications.
During call set up, IVR data can be captured
to pre-populate questions so that the agent
can get a running start on the issue-resolution
process. After the call, the resolution transcript
from the eGain KnowledgeAgent application
can be automatically saved in the call tracking
system along with the service request, speeding
the wrap up, and ensuring high-quality data
for reporting and feedback.
Offer high quality content; maintain it
at low cost
Successful knowledge management requires quality
content. While this is self-evident, it is
often overlooked by companies in the rush
to drive down costs of content creation and
management. The result is poor-quality knowledge-stale,
irrelevant, or worse yet incorrect, ultimately
resulting in customer dissatisfaction and
poor agent adoption. Learning from our experience
with enterprise customers, eGain KnowledgeAgent
is based on a unique collaborative knowledge
management framework that allows distributed
content creation and editorial workflow that
enables cost-effective management of quality
content. Any user, based on roles set by the
business, can easily suggest content into
the application. This content is routed through
efficient workflow to ensure consistency and
quality, as appropriate. Using self-organizing
techniques, eGain KnowledgeAgent offers relevant
answers to customer requests based on dynamic
relevance ranking and user feedback.
Enable knowledge reuse across the enterprise
without expensive duplication
eGain KnowledgeAgent allows you to leverage
existing content across your enterprise through
eGain Content
Adapter™, a powerful integration
tool that makes information from diverse sources
such as Lotus Notes™ and Microsoft SharepointTM
available, in a consistent format, to all
your users along with the knowledge maintained
within the eGain knowledge framework. The
adapter supports access to over 100 file formats
so that existing enterprise data can be widely
leveraged in resolving customer issues. External
content, or parts of it, can also be easily
suggested as new content for the knowledge
base. This tight integration further lowers
the cost of maintaining the knowledge base.
Optimize contact center costs with powerful
reporting and management tools
eGain KnowledgeAgent provides extensive reporting
and management tools to measure agent effectiveness
and guide knowledge improvement. The application
reports in eGain
Reports™ enable you to incrementally
enhance your knowledge base based on agent
feedback. Reports created from wrap-up data
help you manage and plan your contact center
workforce training and staffing requirement.
Finally, knowledge creation and maintenance
reports allow you to easily set content contribution
goals and usage-based incentives for employees
and subject matter experts. There reports
have drilldown capabilities and can be exported
for further analysis and presentation.
Support global deployments with a multi-lingual,
scalable solution
eGain KnowledgeAgent can handle multi-lingual
content, and supports localized interfaces
in multiple languages. Also, the application
scales to handle several thousand concurrent
agents in a distributed configuration.
Reliable, available, and scalable architecture
eGain KnowledgeAgent benefits extensively
from the 100% J2EE compliant architecture
of eGain
CIH Platform™, which is designed
to scale horizontally through distributed
service configurations that can be run across
multiple servers. To ensure reliability and
availability, a service monitoring and management
module flags system malfunction and provides
automatic recovery.
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